Hotels retain nearly 96% of guest-paid revenue from direct voice bookings, significantly higher than OTA channels, which retain just ~82%.
Source: Revinate
The guest journey doesn’t begin at the front desk. It begins with a phone call.
Sometimes it’s late at night, when a traveler is comparing options across multiple tabs. Sometimes it’s a hurried call between meetings. Sometimes it’s a guest asking quietly if the hotel can support a special need. These calls are deeply human moments—and yet, for years, hotels have treated them as operational interruptions rather than strategic opportunities.
UNO VIVA changes that.
As the first CRS-integrated AI Voice Agent built specifically for hotel reservations, UNO VIVA is designed not to replace hospitality teams, but to amplify them—by ensuring no guest call is ever ignored, rushed, or mishandled.
To understand how this works in the real world, let’s follow a guest journey—starting well before check-in.
Meet Claire: A Traveler Planning Her First Trip to France
Claire is a 38-year-old marketing consultant from London. She’s planning a week-long vacation in France, splitting her stay between Paris and the south. She has options open on multiple tabs, but she hasn’t booked yet.
It’s 10:30 PM. Instead of filling out another form, Claire decides to call the hotel directly.
She wants reassurance before committing.
1. Information & FAQ Handling: When Clarity Decides the Shortlist
Claire’s first questions are simple—but important.
What time is check-in? Is breakfast included? What’s the cancellation policy if her plans change?
These aren’t casual questions. They’re deal breakers.
UNO VIVA answers instantly, even during non-working hours, using CRS-backed policy intelligence, not scripted responses. Every answer is precise—tied to the hotel’s actual configuration, dates, and rate plans. There’s no hesitation, no guessing, and no variation.
For Claire, the experience feels confident and trustworthy.
For the hotel, UNO VIVA ensures every caller receives the same accurate information—regardless of time, shift, or call volume.
The hotel moves from “one of many options” to “a serious contender.”
2. Reservations & Modifications: When Intent Turns Into Action
Encouraged, Claire asks about room availability. She’s flexible on dates and wants to compare options.
This is where most voice systems fail—forcing callbacks or transferring the call. UNO VIVA keeps the journey intact.
Because it is CRS-native, UNO VIVA pulls live availability, pricing, restrictions, and cancellation terms directly from the CRS. Claire compares room types, adjusts her dates, and confirms her booking—all within the same call.
No rates are cached. No policies are generalized.
Hotels using UNO VIVA see 40% higher booking conversion rates, because guests like Claire don’t have to wait, wonder, or second-guess.
3. Payments & Policy Queries: Removing Last-Minute Doubt
Just before confirming, Claire pauses.
She asks about deposits and refunds—what happens if she cancels part of the stay?
UNO VIVA responds using CRS-level payment and policy logic, applying the exact rules tied to her selected rate and stay dates. The explanation is calm, precise, and unambiguous.
For Claire, this removes the last bit of doubt.
For the hotel, it prevents disputes, chargebacks, and post-booking escalations.
The booking is confirmed.
4. Promotions & Negotiated Rates: Value Without Eroding Revenue
During the conversation, Claire casually asks if booking now is the best option.
UNO VIVA recognizes the intent behind the question.
Using context-aware conversation logic, VIVA surfaces only approved promotions that align with the hotel’s revenue strategy. No unauthorized discounts. No rate parity risks. Just controlled, compliant value presentation.
This helps close the booking—without sacrificing ADR.
5. Upselling & Ancillary Services: Revenue Hidden in Plain Sight
As the call continues, UNO VIVA introduces relevant add-ons—a room with a better view, breakfast inclusion, and airport transfer options.
The suggestions feel natural, not pushy.
Because UNO VIVA includes a built-in upselling engine, these opportunities are consistently offered on every call. Hotels using VIVA report up to a 40% increase in revenue per call, driven by intelligent, contextual upselling.
Claire upgrades her room.
6. Pre-Arrival Preferences & Accessibility: Preparing Before Arrival
Before hanging up, Claire mentions she’ll be arriving early and prefers a quiet room.
UNO VIVA captures these preferences in real time, tagging them within the system and passing them to the hotel team ahead of arrival.
When Claire checks in days later, the hotel is already prepared.
What feels like exceptional service is actually intelligent pre-stay capture.
See UNO VIVA in Action
Discover how UNO VIVA can help your hotel capture more direct bookings, recover missed revenue, and elevate pre-stay guest experiences—all through the voice channel.
Or contact us directly:
unoviva@rategain.com
Whether you manage a single property or an enterprise portfolio, UNO VIVA is built to scale with your reservation strategy—starting from the very first call.
