Overview
Bilingual EN/AR WhatsApp concierge covering pre-arrival requests, room-service ordering, local-activity booking, and late-checkout negotiation. Upsell revenue per occupied room grows AED 94; Google rating rises from 4.3 to 4.8.
The challenge
Sulafa's small front-desk team of three was fielding identical pre-arrival WhatsApp messages from every guest: airport transfer, room preferences, early check-in, prayer-time requests, and halal dining options. The repetitive workload left staff with little capacity to handle genuine service recovery moments. Management also wanted a way to surface paid upgrades and local experiences without feeling pushy to GCC guests who value discretion.
The solution
Lirevon designed a three-phase conversation flow: pre-arrival personalisation (24 h before check-in), in-stay concierge (room service, local bookings, housekeeping), and post-stay review nudge. Upsell offers are triggered only on positive sentiment signals and limited to one offer per conversation turn. A Stripe payment link is embedded inline for instant upgrade confirmation. The bot escalates to a human agent if sentiment drops below a threshold or a complaint keyword is detected.
Outcomes
Upsell revenue per occupied room increased by AED 94, adding AED 54,000 to annual revenue at 60% occupancy
Google rating improved from 4.3 to 4.8 stars within three months of launch
Front-desk WhatsApp handling time reduced by 74%, giving staff capacity for genuine service recovery
Pre-arrival request fulfilment accuracy reached 99.1%, eliminating room-preference mismatches on arrival
Key metrics
Tech stack
Services
Client testimonial
“Guests now arrive knowing exactly what to expect. The bot remembered one guest asked for a prayer-direction card and had it waiting in the room — that kind of detail wins loyalty.”
— نورة الكواري، مديرة العمليات
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