OleonCRM for travel and hotels
Answered at 3 a.m.
Confirmed by breakfast.
Rates, availability, the enquiry, confirmations, pre-arrival and the review request run on their own, on WhatsApp, Instagram and Messenger. The booking goes to whoever replied first, and now that is you.
Automation
What runs on its own.
Most guest messages are the same eight jobs.
Rates and policies. Check-in times, cancellation terms, breakfast, pets. From the knowledge base, at any hour.
Is there a room. Checked in your booking system for the guest's dates, mid-chat, at 3 a.m.
The enquiry, taken down. Names, dates, guests and the arrival flight on one WhatsApp Form. Nothing to ask again.
Confirmation. Sent by your booking system through the API, from the number the guest wrote to.
Before arrival. Directions, check-in time and the transfer offer, a week before, as a template.
Transfers and tours. Offered as buttons, labelled by what the guest picks, and passed to the desk that arranges it.
After the stay. A thank-you and a review link to the guests who checked out this week.
A person for changes. Rebooking, special requests, complaints. Assigned, with everything agreed above it.
Overnight
Five enquiries while you slept.
And the morning starts with only what needs a person.
The first answer does not need a person awake.
Rates, availability policy, transfers and directions come from your knowledge base at any hour, with away mode setting expectations for the rest.
Morning, sorted.
The questions were answered in the night. What is left is the one enquiry that needs a person, with everything already on it.
One guest
From 3 a.m. to the review after checkout.
Ten steps. Two need a person.
The question at 3 a.m.
A guest in Frankfurt asks about a double room and an airport transfer. Your team is asleep. The agent answers the rates policy and the transfer price from your knowledge base.
AI agentThe answer, in the thread, marked as the agent'sIs there a room?
Scout asks for the dates and the number of guests, and looks them up in your booking system. It answers with what is actually free, not a promise to check.
ScoutYour systemThe lookup and what it foundThe details, taken down
A WhatsApp Form takes the names, the dates and the arrival flight. The guest is told when reservations will confirm.
ScoutThe submission, and the label EnquiryReservations confirms
At eight, reservations opens the enquiry with every answer on it, confirms the room and arranges the deposit. No one asks the guest to repeat themselves.
A personThe assignment, the assignee and every replyThe confirmation
Your booking system sends the confirmation template through the API, from the same number, with the reservation number in it.
Your systemThe template and its delivery stateA week before
The pre-arrival template goes out with directions, check-in time and a button to book a transfer. The guest's reply lands in the same thread.
Your systemThe template, its delivery state and the replyThe transfer and the tour
Scout offers the airport pickup and the day tours as buttons. Each choice becomes a label, so the transport desk sees its list.
ScoutThe choices, as labels“What time is breakfast?”
Asked on the first morning, and the Wi-Fi password on the first night. The agent answers from your knowledge base while the front desk checks people in.
AI agentThe answer, in the threadThe flight is delayed
The guest will land a day late. The person who takes it reads the booking, the transfer and the flight above, and changes all three.
A personThe change, on the same thread as the bookingAfter checkout
The guests labelled as checked out this week get a thank-you template with a review link. A reply is a conversation, not a lost email.
ReachDelivery per message, replies in the thread
Changes
Everything agreed, above the change.
Read, not repeated.
An itinerary change is a thread, not a ticket.
The conversation stays with the contact, so the person handling a rebooking can read what was already agreed rather than asking the guest to repeat it.
Languages
Guests do not all arrive in English.
The domestic market does not either.
Sinhala, Tamil and English in one inbox, which covers both the domestic market and the staff answering it.
Where to use it
Four kinds of travel business.
Each one a flow you can build before the season.
- Starts with
- An enquiry at 3 a.m. from another timezone
- Runs on its own
- Rates and policies, availability, the enquiry form, pre-arrival, in-stay questions
- Comes to a person
- Confirming the booking, special requests and complaints
- Starts with
- “Is it free next weekend?” on Instagram
- Runs on its own
- The same answers the owner gives twenty times a day, availability, directions
- Comes to a person
- The booking itself, and anything personal
- Starts with
- A guest asking what a seven-day tour includes
- Runs on its own
- Itineraries from the knowledge base, the enquiry form, pickup reminders
- Comes to a person
- Custom itineraries, quotes and changes on the road
- Starts with
- “What documents do I need for a Schengen visa?”
- Runs on its own
- Document lists, the traveller details form, status lookups, travel-date reminders
- Comes to a person
- Fares, bookings and anything that costs money
Controls
The property’s rules, not the bot’s.
The bot takes the enquiry. A person takes the booking.
Your policy, word for word
The cancellation terms the agent quotes are the ones in your knowledge base, nothing looser.
Availability from your system
A room is only offered when your booking system says it is free. The bot never guesses.
A person confirms
Deposits, confirmations and changes are for reservations. The bot takes the enquiry down.
Away mode for the night
Guests are told when your team is back, so a message at 3 a.m. is not mistaken for being ignored.
Groups and long stays, routed
More rooms or more nights than your line, and the flow sends it straight to a person.
Tested before the season
A test panel and a problems list in Bot Studio, and every published version kept.
Getting started
Switch it on in this order.
The first step answers the night.
Write the answers
Rates policy, check-in, transfers, breakfast, directions. The night's enquiries are mostly these.
Connect availability
One lookup into your booking system, and the enquiry form after it. Mornings start with complete enquiries.
Confirm and prepare
Confirmation and pre-arrival templates, sent by your booking system through the API.
Ask for the review
A thank-you to each week's departures. Replies land in the inbox, with the stay above them.
Tech specs
Every one of these is a screen in the product.
- Grounded answers
- Away mode
- Greetings
- Lookups to your own system
- WhatsApp Forms
- Menus, questions and conditions
- Send from your own system
- Templated sends
- Sinhala, Tamil and English
- Assign a conversation
- Search the whole history
- Web chat
- One inbox, every channel
Questions
Before you ask.
The ones we hear most about CRM for travel and hotels. If yours is not here, the answer is a message away.
Can it answer overnight?
Yes. The agent answers from your knowledge base at any hour and hands over to the team in the morning.
Can it take a booking?
It can answer questions, look things up mid-conversation and hand over to a person to confirm. Flows can carry a structured enquiry through set steps.
Do enquiries from our website land in the same place?
Yes, web chat joins the same inbox as WhatsApp and the rest.
Keep exploring.
More of what Oleon does.
All industriesIt starts with one conversation.
Bring the channels you already answer on into one place, and see what the rest of the week looks like.
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