Hotel retains close 96% of guest billed revenue comes from direct voice bookingssignificantly higher than OTA channels, which only retain about 82%.
source: revival
The guest journey doesn’t start at the front desk. It all starts with a phone call.
Sometimes it’s late at night and travelers are comparing options on multiple tabs. Sometimes there are rushed phone calls between meetings. Sometimes, guests will quietly ask if a hotel can support special needs. These calls are very human moments, but for years hotels have treated them as operational disruptions rather than strategic opportunities.
UNO VIVA changes that.
as The first CRS-integrated AI voice agent built specifically for hotel bookingsUNO VIVA is not designed to replace hospitality teams, but to augment them – ensuring that no guest call is ignored, rushed or mishandled.
To understand how this works in the real world, let’s look at a guest journey that starts before check-in.
Meet Claire: A traveler planning her first trip to France
Claire is a 38-year-old marketing consultant from London. She planned a week-long vacation in France, stopping between Paris and the South. She has options open on multiple tabs, but she hasn’t booked yet.
It’s 10:30pm. Claire decided to call the hotel directly rather than fill out another form.
She wants reassurance before making a commitment.
Information and FAQ Processing: When Clarity Decides the Shortlist
Claire’s first question is simple, but important.
What time is check-in? Is breakfast included? What is the cancellation policy if her plans change?
These are not random questions. They are deal breakers.
UNO VIVA responds immediately even during non-working hours, use Policy intelligence supported by CRSrather than a scripted response. Every answer is precise – relevant to the hotel’s actual configuration, dates and rate plans. No hesitation, no guessing, and no variation.
For Claire, the experience made her feel confident and trustworthy.
For hotels, UNO VIVA ensures every caller receives the same accurate information, regardless of time, shift or call volume.
The hotel went from being “one of many choices” to being a “strong contender.”
Booking and Revision: When Intentions Turn into Actions
Claire was inspired to ask if there were any rooms available. She was flexible about dates and wanted to compare options.
This is where most voice systems fail – forcing a call back or forwarding the call. UNO VIVA keeps the journey intact.
because it is CRS nativeUNO VIVA obtains real-time availability, pricing, restrictions and cancellation terms directly from CRS. Claire compares room types, adjusts dates, and confirms the reservation—all in the same phone call.
No rates are cached. There is no one-size-fits-all policy.
40% of hotels use UNO VIVA Higher booking conversion ratebecause guests like Claire don’t have to wait, wonder, or second-guess.
Payment and policy inquiries: eliminate last-minute doubts
Just before confirmation, Claire paused.
She asked about deposits and refunds – what happens if she cancels part of her stay?
UNO VIVA respond to use CRS-level payment and policy logicapplying the exact rules related to the room rate and check-in date she selected. Explain calmly, accurately, and unambiguously.
For Claire, that removed the last bit of doubt.
For hotels, it prevents disputes, chargebacks and post-booking upgrades.
Booking confirmed.
Promotional and negotiated rates: Create value without impacting revenue
During the conversation, Claire casually asked if booking now was the best option.
UNO VIVA recognizes the intent behind this question.
use Context-aware dialogue logicVIVA only displays approved promotions that comply with the hotel’s revenue strategy. No unauthorized discounts. No interest rate parity risk. Strictly controlled and compliant value presentation.
This helps fill bookings without sacrificing ADR.
Upsells and Ancillary Services: Revenue Hidden in Plain Sight
As the call continued, UNO VIVA introduced relevant add-ons – rooms with better views, included breakfast and airport transfer options.
The suggestions feel natural rather than pushy.
Because UNO VIVA includes Built-in upsell enginethese opportunities are always available on every call. Hotels using VIVA reporting Increase revenue per call by up to 40%powered by intelligent, contextual upselling.
Claire upgraded her room.
Pre-Arrival Preferences and Accessibility: Preparing for Arrival
Before hanging up, Claire mentioned that she would arrive early and would prefer a quiet room.
UNO VIVA captures these preferences in real time, flags them in the system, and passes them to the hotel team prior to arrival.
When Claire checked in a few days later, the hotel was ready.
What appears to be excellent service is actually smart pre-check-in capture.
See UNO VIVA in action
Find out how UNO VIVA can help your hotel Get more direct bookings, recover missed revenue and improve the pre-stay guest experience– All via the voice channel.
Or contact us directly:
unoviva@rategain.com
Whether you manage a single hotel or a corporate portfolio, UNO VIVA scales with your booking strategy – starting with the first call.