24/7 coverage with AI Agents.

The Chandler Hotel operates a fully remote, contactless property, which meant staff were constantly getting interrupted by repetitive guest questions and issues. The Chandler Hotel found it difficult to assist guests at scale with a smaller team. The challenge was clear: how to ensure guests always received fast, accurate responses while running lean operations.

Akia’s AI Agents now resolve 90% of guest inquiries automatically, taking the pressure off Chandler’s smaller remote team. Instead of staff being tied up answering repetitive questions about policies, amenities, or access codes, the AI provides immediate responses throughout the day.

Agents are trained with property-specific references and connect directly to Device Hub and Mini Apps to do more than answer questions. They also take action: if a guest has trouble accessing their room or needs a code, the AI Agent troubleshoots the issue without staff involvement, and is also triggered to recommend upsells if guests ask. Matt Chandler stated,

“We use it for upsells, Wi-Fi passwords, and access codes. Having the ability to get guests the information they need immediately is fantastic.”

How Matt started with AI Agents

Matt began by pulling together the top questions guests asked most often, like policies, check-in/checkout instructions, and amenities, and then trained the AI on how to respond using ChatGPT. From there, it was easy to build references in Akia.

But this isn’t just about blasting the same automated reply to everyone. The AI tailors responses based on the actual question being asked. If a guest says, “I can’t find my check-in message,” it doesn’t just send a generic answer; it pulls the right access code and check-in details for that specific reservation. Over time, as more guest questions came in, the AI kept learning, so staff didn’t have to repeat themselves again and again.

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How is the AI Agent handling their guest experience

Immediate device resolution

When guests lose or forget their key code, the AI instantly retrieves the correct code or issues a new one remotely. It provides instant access resolution for guests with forgotten or invalid codes, reducing lockouts and staff interruptions. Matt noted,

“If somebody asks, ‘What’s my key code? I can’t get in the door,’ it automatically tells them what their room is and what their key code is. I’m able to tie that through Device Hub.”

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Automated upsells through Mini Apps

The Chandler Hotel offers upsells like early check-in, late checkout, celebration packages, gift shop items, and minibar purchases through Mini Apps. While these are listed on the website, Matt noted that many guests don’t make purchase decisions until the day of their stay.

That’s where the AI comes in. Trained to recognize intent, the AI doesn’t just wait for a trigger, but understands the context of the guest’s journey. For example, once a guest completes check-in, the AI can proactively respond with relevant Mini Apps for early check-in, late checkout, or packages, ensuring offers are presented at the moment guests are most likely to buy.

Paired with SiteMinder’s website upsells, this approach drove $20–$30K in additional revenue, and continues to grow.

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The freedom of a contactless property.

Akia’s AI Agents give The Chandler Hotel the ability to run fully remote operations. Instead of staff fielding every question or solving access issues, the AI steps in to respond directly to guests, resolve problems, and surface upsell opportunities at the right time.

“Being able to reduce staffing needs, streamline operations, and get your personal time back. That’s the biggest seller for me.” 

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