The work between the guest request and the finished job, running on your rules instead of your desk's memory
A towel request travels from the desk to a sticky note to a radio and maybe to a room attendant. An OTA takes its cut of a guest who would have booked with you directly. We build the middle of all four, around Cloudbeds, Mews, Toast, Mindbody, Zenoti or whatever you run.
What you get
3 things that decide this
- 01Guest requests that turn themselves into work: a text becomes a categorised task with an ETA back to the guest, and room-ready fires from room status.
- 02Direct bookings you actually chase: win-back offers to past guests on your calendar, the direct-rate comparison on screen while an OTA guest is still on the phone, and channel statements reconciled against your PMS and accounting so the variance lands on a list instead of in somebody's Sunday.
- 03The retention work that nobody has time for: an in-stay message that surfaces a problem while you can still fix it, review-reply drafts queued in your voice for approval, rebooking prompts at the moment a client is easiest to reach, and outreach to the member whose attendance quietly fell off.
From the guest's text to the reconciled statement to the review you replied to
These three stations sit behind the phone and in front of the night audit. Pick your system to see what each one writes back.
Station 01 · Request to task to room-ready
- Today
- A towel request goes to the desk, onto a sticky note, over a radio and maybe to a room attendant. Housekeeping is the most short-staffed department at 38% of hotels (AHLA/Hireology 2025), and room-ready waits on somebody walking the floor.
- What we automate
- A text or WhatsApp message becomes a task in your housekeeping app or PMS with a category, a room and an ETA back to the guest. Room-ready texts fire from room status. Recurring maintenance runs on a schedule nobody has to remember.
- What stays human
- Complaints, injuries and anything a guest calls an emergency go straight to a person. Inspection stays with your housekeeper.
Writes to CloudbedsHousekeeping or maintenance task on the room, with room status driving the ready message.
Station 02 · The booking and the OTA
- Today
- OTAs took 61% of independent bookings in 2024 (Cloudbeds 2025), the commission comes off every one of them, and somebody keys the channel statement into accounting by hand at month end.
- What we automate
- Past guests get a direct win-back offer by email or text on your calendar. Your desk gets the direct-rate comparison on screen when an OTA guest calls. Channel, PMS and accounting reconcile against each other, and the exceptions land on one list.
- What stays human
- Rate parity, overbooking walks, chargebacks and any dispute with a channel stay with your revenue manager or owner.
Writes to CloudbedsDirect reservation with the source tagged, and the commission variance flagged for review.
Station 03 · The in-stay check-in and the review
- Today
- A guest is unhappy in room 214 on Tuesday and you find out on Friday, in public. 77% of travellers say they are more likely to book when owners reply to reviews (TripAdvisor/Ipsos MORI 2019), and your replies get written at midnight or not at all.
- What we automate
- A short in-stay message asks how the room, the meal or the class was, and a bad answer opens a task on the manager on duty. After checkout, review-reply drafts queue in your voice for approval, and the post-stay follow-up goes out on a schedule.
- What stays human
- Every review reply is read and sent by you. Compensation, refunds and anything a guest calls a complaint are a person's decision.
Writes to CloudbedsGuest profile note and a service task on the room.
Before these comes the guest desk; after them come integration and the owner's numbers. The hospitality hub walks the whole chain.
Four workflows we build, and what each one plugs into
A guest text becomes a housekeeping task with an ETA
Your guest asks for towels, an iron or a repair by text or WhatsApp, and the message arrives as a categorised task on the room in Flexkeeping, Optii, Quore, your PMS module or whatever you run, with an ETA sent back to the guest. Room-ready texts fire from room status rather than from someone walking the floor, and recurring maintenance opens itself on a schedule. Complaints and anything a guest calls an emergency go straight to your manager on duty.
Business process automation →
Win the booking back at the phone, and reconcile the commission
Past guests get a direct offer by email or text on the calendar you set, and when an OTA guest calls, your desk sees the direct-rate comparison while they're still on the line. Behind that, channel, PMS and accounting reconcile against each other and the exceptions land on one list instead of being keyed in at month end. Rate parity, overbooking walks and chargebacks stay with your revenue manager.
How to win back direct bookings from OTAs →
In-stay check-in, and review replies drafted but never posted
A short message asks how the room, the meal or the class was while the guest is still with you, and a bad answer opens a task on your manager on duty. After they leave, review-reply drafts queue in your voice for approval, and post-stay follow-up goes out on a schedule. Nothing posts on its own, and every reply carries your name because you sent it.
AI, automation and custom software for hospitality →
Member retention loops and the rebook you keep forgetting to ask for
A member whose attendance falls off usually cancels months later, and by then the conversation is a refund rather than a save. We build the loop: attendance drop triggers outreach in your voice, membership renewals and package expiries are flagged before they lapse, and the rebooking prompt reaches a client at the point they're easiest to reach. It runs on Mindbody, Zenoti, Glofox, Fresha or whatever you run.
AI and software for gyms and studios →
Guest-messaging platforms, review tools and retention apps each do one station well. Your problem is usually the join.
There's a good product for every one of these jobs. A guest-messaging platform gives you a shared inbox. Your housekeeping app puts a board in front of the attendants working the floor this shift. A review tool drafts replies. A retention app emails members who stopped attending. Buy them if one station is your whole problem, because a single tool that does one job properly beats a build that does four badly.
What none of them do is the join, and the join is where operators lose the hours. Your messaging inbox doesn't open a task on the room; somebody reads it and retypes it. The review tool has no idea the guest already complained in-stay on Tuesday, so it drafts a reply to news you had on Tuesday. Your retention app doesn't see the class booking that got cancelled, and your accounting doesn't see the channel statement until a person keys it in. Each tool also prices per room, per site or per seat, so a group pays four subscriptions per location for four disconnected halves of one workflow. We build the join on the systems you already pay for, and we scope the route into your PMS before we quote.
- 01One workflow across messaging, housekeeping, PMS, POS and accounting, on the systems you already pay for, rather than four subscriptions per site that each know a quarter of the story.
- 02Every automated touch is logged, so you can read what was said to a guest and when.
- 03You read and send every review reply.
Fire, medical and security go to a person, always. Reviews are never auto-posted. Card numbers never touch a transcript.
A guest desk sits under rules that don't bend for software: a safety call is answered by a human, a review reply carries your name and is approved by you, payment data stays in your PMS or POS and never in a message log, and rate parity, overbooking walks and chargebacks are decisions a person owns. So every build starts with a one-page map of what the system answers, what it only proposes, and where a person is woken.
What follows is simple to state, and we put it in writing. Safety triggers are a short list you write and the first thing we test. Review-reply drafts queue for your approval and nothing posts on its own. Consent is captured before a guest or member is messaged. And every automated touch is logged so you can read what was said to a guest, and when.
- 01Fire, medical, security and any guest-safety call reach a person before the caller finishes the sentence.
- 02Review replies drafted, never posted; rate parity, walks and chargebacks stay human.
- 03Consent is captured before a guest or member is messaged, and opt-out is honoured everywhere it applies.
“They will treat your vision like their own and build it that way.”
Ron Klabunde · Founder, SmartREI ↗
“They really help you understand the problem and deliver solutions in a short time frame.”
Johannes Peter · CEO, TomoDomo Coliving
Some of the systems we have shipped
- AuditFree. We follow the request path from message to task and time how long it waits, read the room-ready path, and read your PMS source report for direct against OTA.
- DiagnoseWe map the path into your PMS, POS or booking system and accounting, and sit at the desk through one check-in wave or one service.
- BuildFixed price from the diagnostic. Tested on your real calls, requests and bookings, under NDA.
- RunMonitoring, a named engineer, and the first two months of maintenance free.
Best fit: a property, restaurant group, studio or operator with a desk that's saturated at peak, more than one location or shift, and a system you've outgrown in places. Not a fit yet: a single-room B&B that needs a booking widget, and we'll say so. You can stop after any stage; the audit note is yours either way.
Before you book
01How does a towel request reach housekeeping without the desk touching it?+
Your guest texts, and the message is classified, attached to the room and opened as a task in your housekeeping app or PMS module with a priority and an ETA sent back to the guest. Your attendant closes it on their phone, and the guest gets told it's done. Anything that reads as a complaint, an injury or a safety problem skips the queue and reaches your manager on duty instead.
02Can it reconcile Booking.com and Expedia statements with our accounting?+
That's a standard part of this build. Reservations and rates come from your PMS, the channel statement comes from the channel, and the two are matched against what accounting recorded in QuickBooks, Xero or whatever you run. Matches post as normal and only the variances go on a list for a person. Nobody re-keys a statement, and nobody discovers a commission error in March.
03Will you auto-post review replies?+
No, never, and it isn't a setting. Drafts are written in your voice and queued for you to read, edit and send, because a reply with your name on it is a public statement about your business. An auto-posted apology to a guest whose complaint you'd already resolved does more damage than a slow reply. Compensation and refunds are also decisions a person makes.
04Does this only work for hotels?+
No. A restaurant's version is the reservation that never made the book, the 86'd item, the no-show table and the covers you can't compare across sites. A studio's version is the waitlist, the rebook and the member whose attendance dropped. A salon's is the gap in the column and the client who hasn't been back since March. Same stations, different words on them.
05How do you message members without annoying them?+
By sending fewer messages, triggered by something real. An attendance drop, a package about to expire, a cancelled class with a free slot: those are worth a message. A weekly newsletter to everyone is not, and we won't build one. Consent is captured before anyone is messaged, opt-out is honoured everywhere, and you set the frequency ceiling during the audit.
06Does it need to replace our PMS or booking system?+
No. Your PMS, POS or booking platform stays the record for rooms, rates, covers and payments. We read what your account exposes, write back what it allows, and queue anything that needs a human eye. Where the API stops, your staff accept a reviewed item with one click rather than retyping it at 2am.
07What does the free Guest-Journey Audit look at?+
We follow one request end to end and time it: the message, the task, the attendant, the guest being told it's done. Then we read the room-ready path, your PMS source report for direct against OTA, and how review replies and post-stay follow-up happen today. You get a one-page map of where the hours and the direct bookings leak, and a build order you could hand to another firm.
A senior engineer, not a sales rep
Abdul Basit founded Hashlogics in 2017, and the team runs from Lahore with a US LLC. Clients rate the work 5.0 on Clutch, and in 2026 it was named Best AI-Native Software House of the Year at TechNova. Go Real Travel, a personalised European concierge platform, and TomoDomo, a coliving operations platform in Switzerland, are two of the hospitality systems we built and can show you.
Your audit call is with an engineer who has read phone logs by shift, request queues and PMS source reports like yours. Bring last month's numbers if you have them, and we'll work from those.
- NDA before the first conversation.
- No pitch on the call. A note you could hand to another firm.
- Fixed price after the diagnostic, so the number isn't a guess.
Go deeper
- AI, automation and custom software for hospitality →The whole chain, from the 4pm wave to the owner's numbers.
- AI guest desk for hospitality →What happens before the task: calls, messages and bookings.
- Custom software for hospitality →Integration, multi-property and the dashboards your PMS won't build.
- AI and software for hotels →The request path and the OTA share, in hotel words.
- AI and software for salons and spas →The gap in the column, the no-show and the rebook.
- How to win back direct bookings from OTAs →What to offer, when to offer it, and what stays human.
- Business process automation →How we design a workflow before we automate any part of it.
