Case study · Hospitality
Bobcaygeon Resort is a boutique property on the Trent-Severn waterway in Ontario. After-hours and overflow calls were rolling to voicemail and disappearing — the same calls that ended up booked at the next resort up the lake. We built an AI voice receptionist that picks up in the resort's voice, plus a no-show reduction agent that refills cancelled stays automatically.
The situation
A boutique resort lives or dies on the bookings it captures during a short, intense season. Every after-hours inquiry that rolls to voicemail is one that gets booked somewhere else by morning. The owners couldn't staff a 24/7 front desk, and the answering service they tried before couldn't actually book — it just took messages, which meant the lead was already cold by the time anyone called back.
Booking inquiries arriving at 9 p.m. on Friday and 11 p.m. on Saturday — exactly when no human is at the desk and exactly when the prospect is deciding their weekend.
Dock and marina questions from incoming boaters going unanswered until morning, when they've already tied up at the next dock.
Local recommendation calls (where to eat, what's open, how to get on the water) bouncing between staff who don't all have the same answers.
Cancellations and no-shows leaving rooms empty during peak season with no system for refilling them from the waitlist.
What we built
We built two agents. The first picks up calls outside business hours and during overflow — answering in the resort's voice with the warmth a boutique property requires, qualifying the inquiry (booking, marina, local rec, other), and either booking on the spot or capturing context for a tight morning callback. The second handles the post-booking lifecycle: confirmations, reminders, and waitlist refills when someone cancels.
Picks up overflow and after-hours calls in the resort's voice. Handles booking inquiries (dates, room types, party size), dock and marina questions, and local recommendations. Books directly into the property's reservation system when the inquiry is ready.
Sends confirmations and reminders at the right cadence. When a cancellation comes in, automatically reaches out to the waitlist with the open dates — peak-season rooms get refilled before they go empty.
Anything outside the agent's comfort zone (special-occasion bookings, group inquiries, complex marina logistics) gets escalated to the owners with full context already gathered.
Weekly tuning on the agent's voice and answers as guest patterns shift through the season. Seasonal updates as the local landscape (restaurants open, marina hours, holiday programming) changes.
The outcome
The headline outcome at Bobcaygeon is the calls themselves — the ones that used to disappear into voicemail are now answered, qualified, and either booked on the spot or properly handed off. The resort's voice is consistent at 2 p.m. and at 2 a.m. The waitlist actually does its job.
24/7
Answered coverage on after-hours and overflow calls
11 p.m.
Saturdays now have a live answer in the resort's voice
25–40%
Typical share of after-hours inquiries we capture that would otherwise be lost
Industry typical
30–50%
Typical no-show reduction during peak season on builds of this shape
Industry typical
Still in flight
We're scoping a content agent for the resort's social and email — pulling guest moments from real stays into ready-to-approve posts and seasonal newsletters. Same operate model: drafted by the agent, owner approves, the feed actually reflects what's happening at the resort.
Same playbook. Scoped to you.
Same model — audit, build, operate. Scoped to your operation, your toolchain, and the bottleneck the audit surfaces.
Floor
Builds start at $7,500.
Retainers start at $1,500/mo.