How does group booking pipeline handle variety of RFP types?

Classifies RFPs across 7 categories and routes to relevant revenue manager with tailored briefs under 4-hour SLA.

Was it complex to build guest operations AI for 8 properties?

Managed through property-specific knowledge bases in Supabase data layer.

How does AI handle Arabic-language guest interactions?

Operates natively in Arabic and English with automatic language detection.

What is commission structure on direct bookings completed by AI agent?

Zero commission. Booked directly into Mews PMS.

Production Case Study · Hospitality🔒 NDA Protected

AI Hotel Direct Booking Operations Platform

A boutique hotel group operating 8 properties across the UK and UAE was paying £1.1M annually in OTA commissions on bookings a direct channel could have captured. Mirlo Systems deployed a 24/7 AI reservation agent and group booking pipeline, reducing OTA mix from 38% to 24% within 6 months.

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✦Enterprise-Grade Security✦AES-256 Encrypted Pipelines✦Zero-Downtime Migrations✦Sub-500ms Response Latency✦Agile Delivery Sprints✦CI/CD Infrastructure✦HIPAA & SOC2 Ready✦NDA-Protected Engagements✦Enterprise-Grade Security✦AES-256 Encrypted Pipelines✦Zero-Downtime Migrations✦Sub-500ms Response Latency✦Agile Delivery Sprints✦CI/CD Infrastructure✦HIPAA & SOC2 Ready✦NDA-Protected Engagements✦Enterprise-Grade Security✦AES-256 Encrypted Pipelines✦Zero-Downtime Migrations✦Sub-500ms Response Latency✦Agile Delivery Sprints✦CI/CD Infrastructure✦HIPAA & SOC2 Ready✦NDA-Protected Engagements

£1.1MAnnual OTA Commission Recovered

24%OTA Booking Mix After Deployment

3.8 hrsGroup RFP Response Time

AI Hotel Direct Booking Platform — £1.1M in OTA Commissions Recovered — Mirlo Systems

TL;DR

Executive Summary

01 · Business & Technical Challenge

The Challenge

Operational Friction

With 38% of room revenue booked through Booking.com and Expedia at 17.4% commission, the group paid £1.1M/year in third-party fees. Direct channel had zero 24/7 capability for after-hours inquiries (41% of demand). Group RFPs averaged 3.1 days response time.

Business Risks at Stake

Risk of continued OTA dependency growth as direct infrastructure lacks after-hours capability
Risk of losing group booking market share to competitors with faster RFP response times
Risk of RevPAR compression as labor costs rise while direct revenue remains capped

02 · Solution Architecture & Technical Execution

The Solution

Built 24/7 AI Reservation Agent across voice, chat, and WhatsApp in English and Arabic synced with Mews PMS. Automated Group RFP Pipeline reduced response time from 3.1 days to 3.8 hours and boosted conversion from 18% to 31%.

Technology Stack

Mews PMSAnthropic ClaudeTwilion8n Workflow AutomationSupabaseSiteMinder

Engineering Capabilities Delivered

24/7 AI reservation agent grounded across 8 properties with live Mews PMS availability and rates
Group RFP classification pipeline routing to revenue managers with structured briefs and 4-hour SLA
Guest operations AI assistant handling in-stay queries via WhatsApp in English and Arabic
Direct booking completions via AI agent at zero commission cost
Cross-property revenue dashboard with direct vs OTA mix and ADR variance alerts

Execution Approach

Discovery at 2 Flagships8-Property Staging BuildStaggered Property CutoverReservation Conversion TrackingDedicated Handoff

03 · Business Value & Tangible Results

Measurable Outcomes

Verified Performance Results

Annual OTA commission recovered: £1.1M in first operating year — Revenue management annual commission report
OTA booking mix: Reduced from 38% to 24% within 6 months — Channel distribution report
Group RFP response time: Reduced from 3.1 days to 3.8 hours — Group booking pipeline event log
Group booking conversion rate: Increased from 18% to 31% in 5 months — Revenue management group booking report
Front desk repetitive query volume: Reduced by 62% across all 8 properties — Front desk query log audit

Before vs. After

OTA booking mix

Before38%

After24%

-14 percentage points

Annual OTA commission paid

Before£1.1M

AfterUnder £690K

£1.1M recovered

Group RFP average response time

Before3.1 days

After3.8 hours

-95%

Group booking conversion rate

Before18%

After31%

+72%

Front desk repetitive query volume

BeforeBaseline

After62% reduction

Freed for service recovery

Qualitative Gains

Zero manual administrative friction in routine processing pipelines.
Enhanced staff operational capacity redirected to high-value client interactions.
Full compliance and security audit trail maintained across all automated pipelines.

Stage 01
"We haven't started with AI yet"
Not sure where AI actually fits in your operation. We run a focused audit, show you exactly where it pays off, and build a prioritized roadmap - before you spend on anything.
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Stage 02
"We tried AI and it didn't stick"
A chatbot or off-the-shelf tool didn't hold up in real operations. We rebuild it properly - integrated with your actual systems and tested against real workload, not a controlled test.
Custom AI DevelopmentIntegrationRebuild
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Stage 03
"AI is working, we want more of it"
One system is proving out. Now scale it - more coverage, more automation, better reporting - without breaking what's already working.
Workflow AutomationAI Reporting & AnalyticsScale
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Grounded on live Mews PMS data for all 8 properties, presenting real-time availability and upgrades.