Make it easy for guests to book, buy, ask and act. Less pressure on the front desk.
We shape, connect and manage the messages, pages, payments and AI that help guests get things done, on whichever channel suits them. Behind the desk, we automate the jobs your team still does by hand. All of it is built around your hotel's systems and SOPs, with less work landing on the front desk.
Show us where guests get stuck. Nothing to prepare.Hotels we work with.
We start with how your hotel operates today: its services, systems, teams and SOPs. This is how eight everyday guest actions work at most hotels right now.
Nobody asks why they're coming, so the anniversary or the allergy only comes up at check-in.
What the guest does share lands in an inbox or a booking note, not with the team on shift.
They want to know about parking or the dog at 11pm. The answer is buried on the website, and nobody's on the phone.
Reception answers the same questions about parking, dogs and the WiFi all day, by phone and email, while the guest at the desk waits.
The right offer never reaches the right guest at the right time, whether it's a room upgrade, champagne, a table or the spa.
The team has no time to ring round, guests don't pick up the phone, and staff aren't trained to sell.
They queue at four to fill in a registration card with details they gave when they booked.
The desk re-types what the booking already holds, with a queue behind.
Towels, a taxi, a fix for the aircon: the guest has to ring reception and hope someone picks up.
Reception becomes the switchboard between the guest and housekeeping, maintenance and the restaurant.
The guest puts off reporting the issue because contacting reception takes effort.
The team hears about it at checkout, when it is too late to recover the stay.
The guest waits at reception to settle their bill and request an invoice.
Reception handles admin that could have been completed before the guest reached the desk.
The guest rebooks through the OTA app, because that's where their last booking lives.
The hotel pays commission a second time on a guest it already won.
These are examples, not a checklist. We map the complete guest journey against your SOPs to identify where guests lose momentum, where pressure builds on staff and where revenue opportunities are being missed.
That's today. Here's what changes.
Recognised, shortlisted, partnered.
Technology where it is right. Paper where it is better. The guest answers in a conversation, and the team reads it on the sheet they already pick up at the start of the shift.
Whitcombe HouseGood afternoon Mrs Ellis, we are looking forward to welcoming you on Friday. Is it a special occasion, or a well-earned break? And roughly what time do you think you will get to us?
It's my husband's 40th! Probably around 6
Whitcombe HouseHappy early birthday to him. Your room will be ready for six, and if there is anything we can do to make the evening special, just say.
| Arrives | Guest | Room | Why they are here |
|---|---|---|---|
| 15:00 | Patel, 2 | Orchard | Anniversary · champagne ordered |
| 18:00 | Ellis, 2 | Garden | Husband's 40th |
| 21:30 | Moore, 1 | 4 | Business · late arrival |
3 arrivals · 1 occasion to mark · 0 open requests
Emailed to the team as a PDF at six, ready to print. They read it standing at the desk at the start of the shift, with no screen to log into.
The Queen at Chester
Joji Esao, Hotel Manager
“Every week we're seeing stronger numbers than last year.”
These are the pieces most hotels start with. We build many more around each hotel's own SOPs, each one delivered through the right channel and connected to the hotel's existing systems.
A message from the hotel a few days out, in the guest's own channel, that opens a conversation rather than a to-do list.
See pre-arrival
We ask what brings the guest before they arrive, so the team can prepare and make them feel genuinely seen.
See pre-arrival
A table booking thoughtfully offered around the reason for the guest's stay, within a conversation they actually read.
See pre-arrival
A better room that would otherwise go unsold, offered to the right guest at the right time.
See room upgrades
Less time spent at the front desk for both guests and staff.
See check-in and checkout
A wedding or event enquiry answered in minutes, qualified, with a showround in the diary before Monday morning.
See weddings and events
AI trained in the details of your hotel, available across every channel to answer questions 24/7 and take pressure off the front desk.
See during the stay
The bill settled from the phone, on the folio, receipt by email. Nobody at the desk creates a link.
See payments
A plaque at the bar or the spa opens a conversation with the hotel for guests who never booked online.
See during the stay
Availability from the diaries, offered while the guest is still deciding, booked in the same thread.
See during the stay
The folio settled in the morning, the key in the box, no queue at eleven.
See check-in and checkout
An OTA guest who chose to stay in touch is invited back by you, not the OTA, with a link to book direct and no commission on the stay.
Bring us yours
Arrivals, occasions, VIPs and open requests, assembled overnight from the systems you already run, on one sheet before service.
Bring us yours
A guest report reaches the right handset directly, the way your property already works: housekeeping one way, maintenance another.
Bring us yours
What a returning guest asked for last time is on the desk before they arrive, because the record was kept without anyone typing it in.
Bring us yours
The numbers cut for whoever reads them: the GM's week, head office's estate view, the same data underneath.
Bring us yoursEmail is ideal for confirmations, receipts, itineraries and transactions the guest may need to find again. WhatsApp is stronger for conversations that need attention and a response. Structured forms collect information properly, while dedicated web pages give guests space to explore and choose.
A single journey may use several of them: WhatsApp starts the conversation, a form or page completes the action, and email provides the record. Each channel is chosen for what it does best.
Easier doesn't mean more technology. Guests shouldn't need an app to book a table, and they don't always need a form. If one reply will do, we ask in the conversation. We only add a step when it makes the action easier.
WhatsApp
Forms
Web pageThe same guest request is handled differently at every hotel. So we ask these first.
Dining may go directly to the restaurant. A room issue may go to housekeeping, maintenance or reception. We follow your routing rules.
Approvals, availability checks, internal notifications and follow-ups are built around your existing procedure.
If the answer is already in your PMS, booking system or CRM, we retrieve it from there.
Routine actions can be automated. Exceptions, sensitive requests and high-value guests reach the right person.
Nine things have to happen for a guest journey to run. Eight of them are ours.
Your team gets one inbox, on desktop and phone, with no settings to fiddle with, and nothing breaks when staff change.
We start with a call with the GM and the team on shift. We look for where guests wait or have to ask twice, and where staff feel the pressure: the same questions every day, the guests they chase for details, the notes that never reach the next shift.
That includes the messages, set in the hotel's own voice and shaped for where they land: conversational on WhatsApp, clear by email. It also includes the check-in form, the payment page at check-out and the morning briefing sheet the team reads before service. Each one carries the hotel's brand and follows how it already works.
We use the systems already in place and add only what the journey needs: no app for the guest to download, and no form when a reply will do. The interface might be a conversation, page, form or payment screen. The guest sees the simplest route rather than the machinery behind it.
We adapt the messages, configure the agent, maintain the connections and watch what guests actually do. When the hotel changes, the journey changes. When a better component appears, we replace it without handing you a migration project.
Clearer messages and simpler routes help more guests complete the action. When information reaches the right place automatically, less work falls back on reception.
The Queen at Chester
Joji Esao, Hotel Manager
“Every week we're seeing stronger numbers than last year.”
The Bromley Court Hotel
Giles Thomas, General Manager
“We've 4x our upsells with Biteluxe.”
Woodlands Glencoe
James Young, Managing Director
“We're saving so much staff time that we're able to better serve our guests.”
Bowood Hotel, Spa & Golf Resort
Matthew Voyle, General Manager
“The easiest tech we've ever worked with.”
A city hotel and a country resort should not have the same guest journey. Neither should two properties in the same group if their systems, teams and commercial priorities are different.
Biteluxe can begin with one action at one property. Once it works, it carries.
Bring us one action
We carry the operating standard across the group while adapting the build to each hotel's systems and the communication to each brand. Head office gets consistency. Each property keeps the fit and its own voice.
Talk to us about your groupYour PMS, your restaurant and spa diaries, your payment provider or ours, the QR codes in your rooms. The guest just sees a message. Your team keeps working in the systems they already know.
If a system has useful endpoints, we connect to it. If it has none, we establish what can still be delivered without forcing the hotel into a replacement project. Some journeys need a deep PMS connection. Others work without one at all. Official partners of Oracle Opera, Guestline and many other PMS providers.
The booking diaries for the restaurant and the spa. Your payment provider, or ours. A staff inbox on desktop and mobile. Every property has inherited systems, and hotel groups often have several versions of the same problem across one estate.
A QR code in the room, or the WiFi login. Whatever starts the conversation on site. We do not make the rest of the guest journey wait for the most awkward system in the building.
Any PMS, and the other systems you already run: restaurant and spa diaries, your staff inbox, and your payment provider, or ours if you prefer. Two-way wherever the system allows it, so a booking, a charge or an upgrade lands where your team already looks. We are official partners of Oracle Opera, Guestline and many other PMS providers.
It is priced on the property and billed monthly, so you only pay for what you have us build. You get two months in the operation, rolling, before any annual commitment.
It answers only from information your hotel has approved, in the property's own voice, and it says so when it does not know. Anything outside that reaches a named person on your team with the conversation attached.
One hour and fifteen minutes of your time in total: a one-hour kick-off call, then a fifteen-minute walkthrough of the inbox for the front desk. The build, the tone, the connections and the testing are ours, over about three weeks.
No. Guests reach you on WhatsApp, Instagram, Facebook Messenger, live chat, voice AI, email and OTA messaging. Where a booking arrives without a mobile number we ask for it at the first touch, and it never costs the guest anything to reply.
One inbox, on desktop and on the phone, where your team reads and replies. That is the whole footprint. Everything behind it is run by us, so nothing breaks when a receptionist leaves.
Rooms, dining, spa and extras are offered at the moment they are most likely to be taken, inside the conversation. The charge lands on the folio and the reservation updates, so nobody re-keys anything. The occasion is asked for, not guessed.
The Queen at Chester, The Bromley Court Hotel, Woodlands Glencoe and Bowood, with their results above. Every figure we publish is one a hotel has agreed to put its name to. See the results.
Yes. The guest sees your hotel's name and hears your hotel's voice; Biteluxe is never visible. Down to the detail: “hello” rather than “hi”, first names or a salutation, whichever your brand uses.
Yes. One operating standard across the estate, with each property keeping its own systems and its own voice. Sized across the group, contracted property by property or on one master agreement, whichever gives your procurement team less work.
Yes. Every workflow is built for your property, around the way your teams already work. It is never one-size-fits-all.
Show us the action that is harder than it should be. We will tell you honestly whether we can improve it.
We map what the guest is trying to do, what the team needs, how the brand should sound and where the existing systems help or get in the way.
The work is ours: we build the journey, shape the messages, connect it and test it.
We walk the relevant team through the small part they will see.
Prove it in the operation before making an annual commitment.
A curated ecosystem of top tier partners, chosen to work alongside one another.
Bring us the action, the brand, the awkward systems and the operational reality. We will shape the message for each channel and build the easiest route through them.
Show us where guests get stuck. Nothing to prepare. Sometimes the honest answer is that you do not need us.
