Case Study: Penta Hotels boosts guest support and direct bookings with Lighthouse’s KITT AI Receptionist

Penta Hotels handles 5,487 calls with Lighthouse AI receptionist

Penta Hotels, a global collection of design-led hotels, partnered with Lighthouse to address several operational challenges. They sought to empower their staff by freeing up time from routine calls, streamline non-reservation inquiries, offer seamless multilingual guest support, and boost direct bookings and revenue.

By implementing Lighthouse's KITT AI Receptionist, Penta Hotels automated a significant portion of guest interactions. The solution handled 5,487 calls over seven weeks, with 50% requiring no human intervention. KITT communicated in 22 languages and achieved an average guest satisfaction score of 8.3/10. Crucially, the AI generated booking links during calls, with 21.9% of calls ending in an SMS link being sent and 57.8% of those recipients clicking through, directly boosting revenue for Lighthouse's customer.

Penta Hotels