High-intent guests, group planners and accessible-room bookers still pick up the phone, and the call lands on a front desk that is checking someone in. VoiceRun agents answer on the first ring, quote live CRS rates with every mandatory fee in the first price, write the booking to your systems, and bring in your team when a call needs one.
Built for reservations, revenue, front office and technology leaders at hotel groups, management companies and resorts.
Reservations line
Wed 2:14 PM~90%
of 2019 gross operating profit per available room (GOPPAR) is where U.S. hotels sit, so every booking the desk misses shows up in margin
AHLA, 2026 State of the Industry16 CFR 464
is the FTC rule that covers hotel stays: the price a business offers must be the total price, mandatory fees inside it
FTC, Rule on Unfair or Deceptive Fees, 2025Same manner
is the ADA standard for accessible-room reservations: the same hours and the same way as any other room, by telephone included
U.S. DOJ, ADA rule, 28 CFR 36.302(e)The calls
Most are routine, a few carry the revenue, and all of them arrive while someone is checking a guest in. Each of these runs as code against the systems your team already uses.
Reads live rates, restrictions and availability for the exact nights, puts every mandatory fee in the first price, and books the stay with the confirmation number read back before the caller hangs up.
Systems the agent works in: CRS · PMS
Finds the reservation, applies the rate plan’s own rules (advance purchase, deposits, 24 to 72 hour windows), and changes or cancels what the plan allows. Everything else goes to a person with the reservation open.
Systems the agent works in: CRS · PMS
Callers who found a lower price online hear your best-rate and member policy as written, with a quote that includes fees. Travel-site bookings get a plain answer on what the property can change.
Systems the agent works in: CRS · Loyalty
Describes the room’s accessible features in enough detail for the guest to judge it, takes the booking whenever the line is open, and blocks the specific room in the PMS.
Systems the agent works in: CRS · PMS
Captures dates, room block, attendees, food and beverage, AV and budget as a structured lead and books time with sales and catering. Rates, attrition and concessions stay with your sales team.
Systems the agent works in: Sales & catering · Calendar
Handles late-arrival notices, wake-up calls, lockouts and housekeeping requests overnight, and puts a person on the line for anything involving safety.
Systems the agent works in: PMS · Housekeeping tickets
Answers the main number, routes to the spa, restaurant, sales or front desk, and handles hours and amenity questions. A request for a guest’s room number gets a ring to the room or a message.
Systems the agent works in: PBX · Property data
After verifying the caller, walks through the folio line by line: resort fee, parking, incidentals, taxes, duplicate charges. Disputes and adjustments go to the front office with the folio already pulled.
Systems the agent works in: PMS · Payments
Confirms arrival details, offers an upgrade or package before the stay, and follows up on quotes that never booked. Calls go out only where your consent records allow.
Systems the agent works in: PMS · CRM
Why it's hard
A hotel call sounds routine until it meets a rate restriction, a fee rule or an oversold house. The agent has to get those right at 2 p.m. and at 2 a.m.
The reality
The brand owns the CRS, the loyalty program and rate integrity, while the franchisee or management company owns the property line, the front desk and the PMS. Neither can approve what touches the other’s half.
How VoiceRun handles it
Each system is its own piece of code behind a clear interface, so the same agent can run on a brand reservations number or one property’s line, calling only the systems that owner has approved. Releases go to one property first and can be rolled back.
Releases and environments
The brand owns the CRS, the loyalty program and rate integrity, while the franchisee or management company owns the property line, the front desk and the PMS. Neither can approve what touches the other’s half.
Each system is its own piece of code behind a clear interface, so the same agent can run on a brand reservations number or one property’s line, calling only the systems that owner has approved. Releases go to one property first and can be rolled back.
Releases and environments
Tested before launch
Every rule your front office trains on becomes a scripted caller: the fee that belongs in the first price, the room nobody can promise, the guest who should stay unfindable. A release that fails any of them never reaches a real caller.
Simulated callers place real voice calls to the agent, evaluators grade every conversation against what should have happened, and a release that regresses never reaches your callers.
$ vr simulate staging --name resort-weekend --wait
7/7 simulated calls passed · evaluator: judge
The platform
Start where the volume or the pain is: the reservations number, the main line at one property, or QA on a desk you already staff. Each piece stands on its own and shares one call record.
Your systems
Quotes come from the CRS, stays land in the PMS and group leads land in sales and catering, so nothing gets re-keyed between the call and the night audit.
Central reservations
Reads rates, restrictions and availability for the exact stay, writes the booking, and reads back the confirmation number.
Common SynXis CRS, Amadeus iHotelier
Property management
Reads room status and the folio, writes arrival notes and room blocks, and opens housekeeping tickets for in-house requests.
Common Oracle OPERA Cloud, Mews, Cloudbeds, Agilysys
Sales & catering
Writes group, wedding and event leads with dates, block size, food and beverage and budget, and books time with the sales team.
Common Delphi, Cvent, Tripleseat
PBX & room phones
Answers the main number, routes to departments and extensions, and rings guest rooms without reading out a room number.
Common Avaya, Mitel, Cisco
Telephony
Keeps your numbers and carrier, and hands calls to your reservations office or the front desk.
Common Twilio, Telnyx, Bring your own carrier
Named products are examples of what’s common in each category; none of them is a prebuilt connector. VoiceRun agents call any API or database your team exposes, and every connection is code your team can read. Your carrier, numbers and contact center stay where they are.
Control
Your brand standards and each property’s policies become checks in code. The agent can only quote, promise and write what those checks allow.
The agent is built to quote the total with every mandatory resort and destination fee inside it, then itemize, and to state what is excluded, such as tax, before the guest agrees to pay.
Built around 28 CFR 36.302(e): accessible rooms are bookable by phone in the same hours and manner as any room, features are described in detail, and the room reserved is blocked in the PMS.
The agent never reads a guest’s room number to an outside caller or confirms who is staying. It rings the room or takes a message, and in-house lookups need verification first.
Award redemptions, address changes and account recovery require the verification your brand sets before the agent touches the account. Points are a fraud target, and that order is enforced in code.
Deposits, prepayments and card-on-file updates hand off to your existing payment system, so card numbers stay out of the conversation and the transcript.
Medical, fire, security and lockout calls skip the script and connect the on-duty team at once, with a prompt to dial 911 if anyone is in danger.
Your code remains your code, your data remains your data, and the models we train for you serve only you.
Deployment options: our SOC 2 managed cloud, your VPC, your cloud, or on-premises with VoiceRun Edge, available under enterprise agreement.
FAQ
If your CRS or PMS exposes an API, the agent calls it the way your own software would, reading rates and restrictions for the exact stay and writing the booking back with the confirmation number. The brand usually approves anything that touches reservations, rates or loyalty, while the franchisee or management company decides on the property line and front desk, so we scope the first agent to systems one approving party has already signed off on.
It is built to quote the total price first, with each mandatory fee inside it, then itemize what the fees cover and state anything excluded, such as tax, before the guest agrees to pay. Fees come from property configuration your team owns, the arithmetic runs in code, and the exact quote is logged on the call record. Your counsel decides the wording, and the agent speaks it the same way on every call.
Yes. An on-premises PBX bridges in over SIP: VoiceRun’s session border controller accepts the interconnect directly, with TLS signaling and certificate exchange on both sides. Our Forward Deployed Engineers work through the interconnect with your PBX vendor, including routing, caller ID and failover, and sit in the interoperability tests. For many properties the main number is an easier first win than reservations, because the answers live in your property data.
The agent captures a group lead as structured fields (dates, room block, attendees, food and beverage, AV, budget) and books time with sales and catering with the lead already written up. It does not negotiate rates, attrition or concessions. Complaints, billing disputes and anything involving a walked guest go to a person with the call record attached.
Start with your baseline by hour: calls answered, abandonment, lead conversion and average booking value. We measure the agent first on the calls nobody reached, then on the mix it contains. VoiceScore grades your desk and the agent on the same scorecard, so the comparison runs call for call.
Yes. Recording, redaction and tracing are per-environment settings, off until you turn them on, so a property in an all-party-consent state can be set up differently from one in a one-party state. The greeting, including the AI and recording disclosures your counsel approves, is part of the agent’s code and speaks the same way on every call.
A consultation is a working session with an AI Consultant on your call mix by hour, your CRS, PMS and PBX, and who at the brand and the property signs off. You leave with the shortest path to a line that answers every call.
