Guest service for hotels and travel — reservations, enquiries and complaints in one system

Customer service challenges

• Booking requests on every channel — phone, email and forms — requests go unanswered and bookings are lost.
• Calls outside reception hours — guests call in the evening and at night.
• Seasonal peaks — holidays and festive periods double the volume.
• Complaints — without a process the guest gets no reply — and the review turns out badly.
• International guests — requests in several languages.

How Debesis works

Debesis turns every request into a case with a deadline and owner. Templates and the AI voice assistant answer recurring questions — arrival, parking, cancellation terms; reservations and complaints reach the right team.

Reservations and guest requests

• One queue for phone, email and forms.
• The AI voice assistant takes requests around the clock, in English, Dutch, German and other languages.
• SMS confirmations and reminders.

Complaints and in-house service

• Complaints as cases with a deadline and a reply to the guest.
• Subtasks for housekeeping, maintenance or kitchen.
• Reports on complaint reasons and response times.

Key features

• One queue — for phone, email, SMS and forms.
• AI voice assistant — for requests outside reception hours.
• IVR and call-back — for reservations, restaurant, events.
• Templates and automatic closing — for recurring questions.
• SMS — for confirmations and pre-arrival information.
• Complaint management — with deadlines and escalation.
• Reports — requests by channel and season, response times.

Case studies from Poland

Schronisko Bukowina (Poland) — a restaurant and brand with an online store and phone service: ticketing with IVR and sales integration in one interface; 68% of cases handled within an hour and over 70% of messages closed automatically. Read the case study

Górskie Resorty (Poland) — guest service with reservations, enquiries and complaints in ticketing and automatic SMS notifications.