Lucas Hotel, Kosgoda

Lucas Hotel is a property in Sri Lanka operated by two European entrepreneurs. Although the location and services were excellent, the hotel faced a critical challenge: a shortage of qualified front desk staff. It was extremely difficult to find a receptionist who could speak the local language (Sinhala and Tamil), English, and Romanian (for collaboration with travel agents). As a result, many calls went unanswered and potential clients and partners were lost.

We deployed an AI voice agent as a virtual receptionist, available 24/7, that answers calls instantly, speaks fluent local languages (Sinhala, Tamil), English, Romanian, and over 30 other international languages, provides information about rooms, availability, rates and amenities, and communicates effectively with international travel agencies. A single AI voice agent was sufficient to cover the work of multiple receptionists, without breaks, without errors, and without language barriers.

After implementation, 100% of calls are answered regardless of the hour. The hotel communicates effortlessly with travel agents from multiple countries, operational costs dropped significantly, and the guest experience improved noticeably. Over the medium term, the hotel grew into one of the most appreciated properties in the area, supported by a stable and scalable reception system.