Hospitality Template - documentation

Hospitality Voice Agent Template

This template provides a complete voice agent for hospitality businesses — hotels, resorts, vacation rentals, and bed & breakfasts. Based on the successful Cypress Resort implementation.

Deployment Time: 30-60 minutes

Template Overview

Agent Capabilities:

Search available rooms by dates and guest count
Display room details with photos and amenities
Answer questions about facilities and policies
Create and confirm reservations
Provide booking confirmation numbers

Business Impact:

Increase direct bookings (reduce OTA dependence)
24/7 availability for booking inquiries
Reduce front desk phone volume
Capture bookings outside business hours

What's Included

System Prompt

Warm, attentive concierge personality with hotel-specific conversation flows

3 Core Tools

Room search, unit details, and reservation creation with UI components

UI Components

Property cards, catalog results, and booking confirmations

Integration Guide

Connect to your PMS (Property Management System) or booking API

Agent Personality

Tone: Warm, attentive, professional — like a luxury hotel concierge

Style Rules:

Greet warmly and detect booking intent early
Always confirm details before creating reservation
Speak in complete but concise sentences
Use "we" and "our" to create sense of partnership
Express genuine enthusiasm about property features

Sample Phrases:

"I'd be delighted to help you find the perfect room"
"Let me check availability for you"
"Our oceanfront suites are particularly stunning at sunset"
"Your reservation is all set!"

Core Tools

1. search_units

Search available rooms by check-in/check-out dates and guest count.

API Integration:

{
  "kind": "http_tool",
  "name": "search_units",
  "description": "Search available rooms by dates and guest count",
  "priority": 10,
  "parameters": {
    "type": "object",
    "properties": {
      "check_in": {
        "type": "string",
        "format": "date",
        "description": "Check-in date (YYYY-MM-DD)"
      },
      "check_out": {
        "type": "string",
        "format": "date",
        "description": "Check-out date (YYYY-MM-DD)"
      },
      "guests": {
        "type": "number",
        "minimum": 1,
        "maximum": 12,
        "description": "Number of guests"
      }
    },
    "required": ["check_in", "check_out", "guests"]
  },
  "http": {
    "method": "GET",
    "urlTemplate": "https://your-pms.com/api/units/search?check_in={{args.check_in}}&check_out={{args.check_out}}&guests={{args.guests | number}}",
    "headers": {
      "authorization": "Bearer {{secrets.pms_api_token}}"
    },
    "okField": "success",
    "timeoutMs": 5000
  },
  "ui": {
    "onSuccess": {
      "open": {
        "component_name": "catalog_results",
        "title": "Available Rooms",
        "description": "{{response.count}} rooms available for your dates",
        "props": {
          "items": "{{response.units}}",
          "currency": "USD"
        }
      }
    },
    "onError": {
      "open": {
        "component_name": "alert",
        "title": "No Availability",
        "description": "{{response.error_message}}"
      }
    }
  }
}

Expected API Response:

{
  "success": true,
  "count": 3,
  "units": [
    {
      "id": "sunset-suite",
      "name": "Sunset Suite",
      "description": "Oceanfront suite with private balcony",
      "price": 225.00,
      "image": "https://cdn.resort.com/sunset-1.jpg",
      "metadata": {
        "view": "Ocean",
        "bed": "King",
        "size": "450 sq ft"
      }
    }
  ]
}

2. get_unit_details

Retrieve detailed information about a specific room.

Use Case: User asks for more details about a room from search results

Parameters: unit_id

3. create_reservation

Book a room for the guest.

API Integration:

{
  "kind": "http_tool",
  "name": "create_reservation",
  "description": "Create a hotel reservation for confirmed dates and guest info",
  "priority": 9,
  "parameters": {
    "type": "object",
    "properties": {
      "unit_id": { "type": "string" },
      "check_in": { "type": "string", "format": "date" },
      "check_out": { "type": "string", "format": "date" },
      "guests": { "type": "number" },
      "guest_info": {
        "type": "object",
        "properties": {
          "name": { "type": "string" },
          "email": { "type": "string", "format": "email" },
          "phone": { "type": "string" }
        },
        "required": ["name", "email"]
      }
    },
    "required": ["unit_id", "check_in", "check_out", "guests", "guest_info"]
  },
  "http": {
    "method": "POST",
    "urlTemplate": "https://your-pms.com/api/reservations",
    "headers": {
      "authorization": "Bearer {{secrets.pms_api_token}}",
      "content-type": "application/json"
    },
    "bodyTemplate": "{\"unit_id\": \"{{args.unit_id}}\", \"check_in\": \"{{args.check_in}}\", \"check_out\": \"{{args.check_out}}\", \"guests\": {{args.guests | number}}, \"guest_info\": {{args.guest_info | json}}}",
    "okField": "success",
    "timeoutMs": 10000
  },
  "ui": {
    "onSuccess": {
      "open": {
        "component_name": "booking_confirmation",
        "title": "Reservation Confirmed",
        "description": "Your booking is all set!",
        "props": {
          "confirmation_number": "{{response.confirmation_code}}",
          "guest_name": "{{response.guest_name}}",
          "check_in": "{{response.check_in}}",
          "check_out": "{{response.check_out}}",
          "unit_name": "{{response.unit_name}}",
          "total_price": "{{response.total_price}}",
          "currency": "USD"
        }
      }
    },
    "onError": {
      "open": {
        "component_name": "alert",
        "title": "Booking Failed",
        "description": "{{response.error_message}}"
      }
    }
  }
}

Customization Guide

1. Update API Endpoints

Replace placeholder URLs with your PMS or booking system API:

Cloudbeds
Opera PMS
Mews
RoomRaccoon
Custom booking system

2. Adjust Property Details

Update the prompt with your property's:

Name and location
Room types and naming
Amenities and features
Policies (cancellation, check-in times)
Special offers or packages

3. Customize Tone

Adjust personality to match your brand:

Luxury resort → Elevated, refined language
Beach resort → Relaxed, casual tone
Business hotel → Professional, efficient
Boutique hotel → Personalized, intimate

4. Add Optional Tools

Extend capabilities with additional tools:

check_reservation_status — Look up existing bookings
modify_reservation — Change dates or room type
cancel_reservation — Handle cancellations
send_confirmation_email — Email booking details

Recommended Settings

Session Limits:

Max concurrent sessions: 20
Max session duration: 10 minutes
Idle timeout: 5 minutes

Rate Limits:

Widget: 12 sessions/min
Daily quota: 300,000 tokens ($20/day)

Escalation:

Cancellations → Human agent
Special requests (accessibility, pets) → Human agent
Complex group bookings (10+ rooms) → Human agent

Deployment Checklist

Expected Results

Based on Cypress Resort case study:

Metrics After 3 Months:

32% of website visitors engage with voice agent
58% completion rate for booking conversations
$127,000 in direct bookings attributed to voice agent
Less than 5 min average session duration
Less than 10% escalation rate to human agents

Next Steps

Download Template

Get the complete configuration files (prompt, tools, settings)

Agent Configuration

Deploy your customized template to production

Widget Integration

Embed the booking agent on your website

Ready to deploy? Download the template files and follow the integration guide.

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