Giving each guest their own AI Concierge

Dana Bay turned every villa, beach pass, and concierge line into a single guest story. Weekend rushes now feel calm because Hoop keeps the conversations, bookings, and follow-ups in one workspace instead of scattered across channels.

Hoop for Travel & Leisure connects WhatsApp, inbound voice, reviews, and payments so the entire destination runs on a shared CRM. Service Agent greets every guest in-channel, ties actions to the record, and keeps advisors focused on moments that create loyalty.

• Replies in under a minute: Web chat and WhatsApp handoffs land in the same Shared Inbox.
• Voice that books notifies: Inbound Voice AI quotes availability and places villa holds.
• Reviews on-brand: Listings AI drafts responses across Booking, Airbnb, and Expedia.
• Direct stays up: Shoulder-season packages and loyalty perks come from one CRM.

The challenge

Stretching along Half Moon Bay in Saudi Arabia's Eastern Province, Dana Bay spans beach resorts, family villas, the Loopagoon water park, and new hospitality builds. Weekend travellers, corporate retreats, and long-stay families share one waterfront, so the destination needed a shared system for every touchpoint.

Reservations lived across OTAs, phone lines, and walk-ins while teams handled WhatsApp, voice, and reviews separately. Response times drifted, tone shifted from team to team, and leaders could not trace campaigns to stays or loyalty revenue inside a single CRM.

The approach with Hoop

Dana Bay implemented Hoop for Travel & Leisure to unify marketing, reservations, guest services, and reviews. Service Agent now acts as the digital concierge inside one CRM that keeps context from the first inquiry through the post-stay survey.

Making the AI concierge

Dana Bay put Service Agent on every entry point so guests receive instant answers while advisors see the full story before they respond.

The automation keeps tone and promises consistent whether the conversation starts on the website, WhatsApp, or voice.

• Service Agent in chat: Greets guests on the website and WhatsApp, triages common questions, drafts replies, and escalates to live advisors with context intact.
• Inbound Voice AI: Answers the main line 24/7, quotes availability, captures stay preferences, routes to the right team, and can place a hold on villas or day passes.
• Unified Shared Inbox: Every conversation threads into the Shared Inbox on top of the CRM timeline, so advisors see history before they respond.

Unifying bookings and offers

Once questions turn into plans, the same assistant guides bookings, upgrades, and payments so finance, concierge, and operations stay perfectly aligned.

That continuity means a single thread covers every add-on, keeping itineraries sharable and auditable in one place.

• Smart Forms: Qualify villa, event, and day-visit requests while capturing party size and preferences.
• Payment Links: Let guests confirm add-ons like private BBQ sets or water-sport packages without leaving the thread.
• Commerce Tools: Record charges, deposits, and subscriptions against the guest profile for finance and loyalty teams.

Growing direct bookings while protecting reputation

Marketing and service teams share one rhythm, nurturing repeat visits while keeping review responses on-brand across every travel network.

Guests feel looked after beyond checkout, and leadership sees exactly which messages turn into shoulder-season bookings.

• WhatsApp Marketing + AI-Powered Email: Re-engage previous guests with shoulder-season packages and Loopagoon offers.
• OTA Review Ingestion: Pulls Booking, Airbnb, and Expedia feedback into one inbox while Listings AI drafts on-brand responses.
• Guest Loyalty: Tracks stay history, upgrades, and F&B perks across venues to fuel repeat visits.

What the guest feels

• WhatsApp answers in seconds: Service Agent keeps tone consistent and passes threads with full context when a human steps in.
• Voice that remembers: Callers skip complex menus because the assistant already knows the booking and preferences.
• Reviews that feel personal: Listings AI references actual stay details, turning public replies into loyalty touchpoints.
• Offers in the same thread: Late checkout links and F&B add-ons arrive alongside receipts stored on the guest profile.

What the team gets

• Unified CRM: Reservations, tickets, calls, payments, and reviews share one profile view.
• Help Desk & Ticketing: Conditional SLAs alert maintenance or housekeeping with photo evidence attached.
• Call Tracking + Omnichannel dashboards: Tie marketing campaigns, voice traffic, and WhatsApp replies to confirmed bookings.
• Governance baked in: Role-based permissions keep sensitive data limited while audit trails log every change.

Sample guest journeys

1. "Can we book a waterfront villa for the long weekend?" Service Agent checks availability, confirms headcount and dates, proposes two options, holds the villa, and sends a Payment Link. Confirmation lands in WhatsApp and email, logged to CRM.
2. "We want day passes and Loopagoon." Smart Forms capture party details, Voice AI answers quick questions, and Commerce Tools collect payment so arrival teams see everything in the Shared Inbox.
3. "There's a maintenance issue." A chat becomes a ticket with photos, Conditional SLAs notify engineering, and guests receive updates without repeating themselves.
4. "How did we do?" Feedback Management sends CSAT with review nudges. Positive scores trigger Google prompts; low scores open a ticket with a drafted apology from Service Agent.

Quick table: how it looks to guests vs. how it works