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HOSPITALITY · AI Agents

$600K in Extra Yearly Revenue from Automated Pre-Arrival Upsells

Before and after

Pre-Arrival Messages That Sell Upgrades While Guests Pack

Upsell offers

~~Ad-hoc at front desk~~Before

Every guest, pre-arrivalAfter Kyto

Added revenue / hotel

~~No system~~Before

$2.1K / moAfter Kyto

The story

Context

A hotel's most profitable moment isn't check-in—it's the days leading up to it. Guests are imagining their trip, not standing in a busy lobby. But that window goes unused: no one reaches out, and the upgrades, breakfasts, and local Cartagena tours that could have sold quietly expire.

The problem

Pre-arrival is the highest-intent window in hospitality—guests are excited, planning their Cartagena tours, and ready to spend. But upselling only happened at check-in, when guests are exhausted and the front desk is managing a queue. Most room upgrades, breakfast packages, and experiences were never offered, and inventory that could have sold quietly expired.

What we built

An AI agent that integrates directly with Cloudbeds PMS to message every guest on WhatsApp. The system triggers a structured sequence 4, 3, 2, and 1 day before arrival to offer room upgrades, breakfast plans, and local tours. Crucially, the system respects guest boundaries: if a guest replies with a 'No' to an offer, the system instantly logs the preference and completely terminates the sequence, preventing spam.

See it in action

Three days before check-in, an offer goes out.

Scroll to play the conversation. The sequence starts on its own, straight from the booking system.

Starts from the Cloudbeds trigger, 3 days before arrival
Offers the tour, breakfast and room options
Confirms the tour and breakfast
Syncs the order to the guest's Cloudbeds profile

Viajero Deskonline

Hi Ana! We are getting your room ready at Viajero Cartagena for Friday. Want to make your stay extra social? A few local experiences and options are available.9:30 AM

Hi! What options do you have?

Our popular Cartagena historic walking tour (+$25), daily tropical breakfast (+$8/day), or a private room upgrade. Would you like to add any of these?

I will take the Cartagena tour and breakfast please!

Excellent choice! The Cartagena tour + breakfast are secured and synced straight to your Cloudbeds profile. Your updated reservation summary is on its way. See you Friday!9:32 AM

By syncing with Cloudbeds PMS, we target guests on WhatsApp 4, 3, 2, and 1 day before check-in—instantly terminating the flow if they reply 'No'—generating $600K in yearly upsell revenue.

Results

$2.1KAverage added revenue per hotel, per month

$600KYearly incremental revenue across the chain

10xROI on the Kyto fee

4%Of guests messaged purchase an upsell

4Upgrade & add-on categories sold per stay

$2.1K is the average additional revenue per hotel per month; $600K is the cumulative extra revenue generated yearly across all properties. The 10x ROI is calculated on the Kyto subscription fee alone. The 4% upsell rate is measured against guests messaged before arrival.

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