Voice AI Booking Agent for a Hotel Chain
Guests call a phone number, speak with an AI agent, and book a room in real time — availability and reservations handled through the CloudBeds PMS, with WhatsApp and email confirmations.
The challenge
UP Hoteles runs 11 hotels and relied on staff to handle every availability and booking call. Guests had to wait on hold, and bookings were typed into the PMS manually — error-prone and slow.
The solution
We built a voice AI booking agent on n8n using Retell AI for the conversation and the CloudBeds PMS API v1.3 for the data.
- Call-time tool call (
retell-webhook-up-hoteles-lovable): the agent checks room availability withgetAvailableRoomTypesand creates the reservation withpostReservation(cash payment, no card in this phase). - Post-call workflow (
retell-webhook-call-ended-lovable-hoteles): if a reservation was created it sends a confirmation; otherwise it captures a message and routes it via WhatsApp + email + YCloud. No reservation is ever lost.
Results
- Guests self-serve availability and bookings over the phone, 24/7.
- Card payments happen after the call via a secure SMS link — cards never touch the call audio.
- 48 nodes across 2 workflows, fully testable with fixture payloads.
业务问题
- Guests waited on hold for staff to check availability and take bookings
- Bookings were typed into the PMS manually, introducing errors
- Phone calls after hours were missed opportunities
主要优势
- 24/7 self-service availability and booking over the phone
- Reservations created directly in the CloudBeds PMS in real time
- Every call result confirmed via WhatsApp and email — nothing lost
- Cards handled securely after the call via SMS link, never in audio
应用详情
- Retell AI voice agent + CloudBeds PMS API v1.3
- 2 workflows: synchronous tool call + post-call handling
- 48 nodes, validated with 6 test payloads
- Deployed on a dedicated n8n instance