Conversational booking website for a hospitality group
A booking flow that converses — negotiating dates, answering questions, and upselling — instead of abandoning visitors to a calendar grid.
Traffic was fine; the funnel wasn’t
The group’s site had healthy traffic but a booking flow that lost people at the calendar: no answers to common questions, no flexibility when a date was full, no follow-up when someone bailed.
The cost of leaving it alone
Every abandoned booking either called the front desk — interrupting staff — or booked with a competitor. Peak-season demand was being turned away while off-peak inventory sat empty.
Booking as a conversation
A conversational layer over live availability: it answers questions, negotiates alternatives when a slot is full, applies upsells, and completes payment in-flow.
- Claude-driven assistant grounded in live availability and policy data
- Alternative-date negotiation when the requested slot is taken
- Stripe payment inside the conversation, no redirect
- Abandoned sessions trigger a CRM follow-up sequence
Stack: Next.js · Claude · Stripe · CRM
How it was built
- Week 1–2: funnel analysis and question-log mining from front-desk staff
- Week 3–5: assistant built over availability API with policy guardrails
- Week 6: payment flow, CRM wiring, and abandoned-session follow-up
- Week 7: A/B rollout against the old flow with conversion tracking
What the numbers say
What happened next
The assistant’s question log became a product tool: recurring questions turned into site content and policy fixes. Off-peak occupancy improved as alternative-date negotiation quietly filled gaps.
This system is an example of Smart Websites & Conversion Systems work.
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