CASE STUDY · HOSPITALITY
City Inn Palace Hotel
An always-on multilingual concierge handling pre-booking inquiries for international guests — and routing the right leads to City Inn Palace's booking team with the guest's preferences already captured.
The challenge
Guests don't ask at convenient hours.
City Inn Palace is a boutique business hotel five minutes from Manarah Square in Ramallah, serving guests who fly in from Europe, the Gulf, and beyond. The website is the most common first touch — long before the booking decision.
Pre-booking questions are repetitive and time-zone-spread: "Does the restaurant serve halal?" "How far is the airport transfer?" "Do you have family suites?" "Is parking free?" In English. In Arabic. In French. The booking team would arrive in the morning to an inbox of "hi, do you have availability for…" half-emails — most without dates, room counts, or contact info to act on.
The hotel didn't need a generic chatbot. It needed an always-on concierge that knew their actual amenities, restaurant menu, and location facts — and that could turn a curious browser into a real lead with the preferences already on the page.
The solution
A multilingual front desk that never sleeps.
AxiomAI crawled cityinnpalace.com — rooms, amenities, dining, location, policies — and indexed a small set of internal PDFs for the more detailed amenity questions. The bot answers from this content with inline citations to the source page; guests can verify anything that matters.
Language is auto-detected per visitor. A French traveler asking "vous avez des chambres familiales?" gets the family-room reply in French, citing the rooms page. An Arabic-speaking guest asking about the restaurant gets the menu summary in Arabic. The booking team doesn't have to staff after-hours or weekend coverage for these inquiries — they get a clean lead the next morning.
When a visitor signals booking intent — asks about dates, group size, special requests — the bot quietly captures the contact details and tags the lead with everything the guest already shared. Preferences, language, anticipated arrival window, room type interest. The booking team's first reply opens with confirmed availability and direct rates instead of "could you tell me more about what you need?"
"International guests don't ask questions at convenient hours, and they don't all ask in English. AxiomAI answers them in their language at any time, and by the time our booking team picks up the lead, the guest's room and amenity preferences are already on the page."
The result
Booking conversations start at "what date?"
Pre-booking inquiries that used to land as a one-line "do you have availability" now arrive as structured leads — guest's language, preferred room type, amenity priorities, and the chat transcript attached. The booking team's first reply is direct rates and a hold, not a back-and-forth to extract requirements.
The hotel's coverage now spans every time zone its guests travel from — no after-hours staffing required. And because every answer cites the underlying hotel page, when the team updates an amenity or restaurant detail, the bot's next reply reflects it immediately. Single source of truth, single front door.
Other case studies
A similar concierge for your property?
If pre-booking inquiries from international guests are arriving at all hours in multiple languages — and most never become leads — we'd be happy to scope the same deployment for your hotel or property group.