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Automation playbook · Hotels

A guest who asks at midnight won't wait until morning.

Every after-hours question you miss is an upgrade you didn't sell and a booking that went to the OTA. We build the automations that answer, upsell, and capture the direct booking. 24/7.

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Live in days · Works on WhatsApp, web and phone · No new software for your team

15–25% of guests accept an upsell. Late checkout, spa, an upgrade. When it's offered before arrival. Most never get the offer.Source: hotel pre-arrival upsell benchmarks
The leak map

Where the room-nights leak.

Every hotel runs the same flow: guest → front desk → booking system. Revenue leaks at three points, and an automation seals each one.

Guestasks at 11pm: late checkout?
Leak 1 · After-hours questionNo one answers until morning, and the guest already booked elsewhere.
Lumo automationA 24/7 concierge answers instantly, from that guest's own reservation.
Front deskevery upsell has a right moment
Leak 2 · Missed upsellThe upgrade, late checkout and spa get offered late, or never.
Lumo automationPre-arrival messaging offers each upsell at exactly the right moment.
Booking systemOTAs take 15–25% commission
Leak 3 · OTA commissionEvery OTA booking hands away 15–25% in commission.
Lumo automationDirect-booking capture on WhatsApp, no middleman on the next stay.
See it work

11pm. A guest wants a late checkout.

The front desk is closed. The concierge answers from the guest's own reservation, and turns the request into an upsell.

1

Answers from their reservation, instantly, 24/7.

2

Confirms the late checkout, and charges it to the room.

3

Adds the spa upsell at exactly the right moment.

Illustrative demo. Every flow is built around your real reservations and property.

What we'd build for you

Five automations, one front line.

24/7 concierge from the reservation

Answers any guest question at any hour, from that guest's own reservation, not a generic FAQ.

Every after-hours guest answered

Pre-arrival messaging with upsell

Offers upgrades, late checkout and spa at exactly the right moment, before the guest arrives.

Upsell revenue that used to slip

Direct-booking capture

Turns WhatsApp inquiries into direct bookings, no OTA commission on the next stay.

Keep the 15–25% the OTA takes

Post-stay review & rebook

Asks for the review at the ideal moment and re-engages the guest for their next visit.

More reviews, more repeat guests

Events & group agent

Answers event and group requests instantly and books the site visit before the lead cools.

No RFP left waiting
The math

Do the math on your time.

Drag to your own numbers. This is the cost of doing by hand what an automation does for you.

That time, in money, every month
$2,165/month
43 hours/month back to selling · estimate

Put that time back into hosting. The automations run the repetitive front line while your team takes care of guests.

Illustrative estimate. We map your real numbers in the audit.

One system. Clear momentum.

A 15-minute automation audit. Zero commitment.

We map your flow, mark the leaks, and show you exactly what we'd automate first.

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