An AI quoting agent on WhatsApp for Hotel Palma Real

Context

Hotel Palma Real is a resort in La Ceiba, Honduras (Grupo Palma Real). Most guest inquiries arrive on WhatsApp, from social media and the website, and the team quotes lodging, day passes and corporate rates by hand.

The challenge

Rates change by season and on special dates, and each quote depends on dates, number of guests and children rules. Answering fast, around the clock, with the right price for that exact stay was hard to do manually — and quotes that weren’t accepted left no trace for follow-up.

What we installed

• An AI quoting agent on WhatsApp, available 24/7, that quotes lodging, day passes and corporate rates.
• An automated calendar of seasons and special dates that feeds the agent’s rates.
• CRM connection (Lumaflow): every conversation becomes a contact and an opportunity.
• Automatic logging of every quote, accepted or not, and of other requests, for follow-up.
• Automations that run the whole flow: rate calculation, quote formatting, exception handling, staff hours and children rules.

How it works today

1. A guest writes on WhatsApp and the agent replies instantly with a quote based on dates, number of guests and season.
2. When a request falls outside the rules, it is handed to a person on the hotel team, within staff hours.
3. The hotel team sees every conversation, quote and opportunity in the CRM.