From answering calls to completing real hospitality work.
This hospitality AI case study follows Laundy Hotels’ six-month deployment of Axify’s AI Workforce across three venues. The deployment supported more than $1.26 million in commercial opportunity, returned 621+ hours to venue teams and gave Laundy Hotels the confidence to expand its AI Workforce.
beyond standard reservations.
The phone does not only ring for reservations.
Hospitality teams are constantly pulled away from guests to deal with operational work. A call might be a new reservation, a booking change, a private event, a venue question, a voucher, a sporting fixture or something entirely different.
For Laundy Hotels, the question was not whether AI could answer the phone. It was whether AI could perform useful work across real hospitality operations — accurately, consistently and without compromising the guest experience.
Measure AI like any other operational resource: by the work it completes and the value it creates.
Laundy Hotels deployed Axify across three live venues over six months.
The AI Workforce supported guests across voice and AI-assisted SMS, performing work across dining reservations, booking enquiries and changes, private-event qualification, venue and guest-service enquiries, and escalation where human intervention was genuinely required.
Hospitality AI case study results: beyond reservations.
A guest does not think in software categories when they contact a venue. They might want a table, a private event, a voucher, venue information or help with an existing booking. The value of AI increases when it can work across that broader hospitality journey.
Voice is an interface. The workforce is what completes the work.
Axify’s model is built around specialist AI agents capable of performing different hospitality jobs across the systems operators already use.
Availability, bookings, modifications, cancellations and reservation enquiries.
Qualification, guest requirements and commercial opportunity capture.
Venue information, policies, FAQs, vouchers and general guest support.
Guest enquiries and accommodation-related workflows.
Takeaway and ordering interactions.
Broader guest assistance and intelligent routing.
AI should work across the best-in-class systems operators have already invested in.
Hospitality businesses already operate across reservations, events, accommodation, ordering, CRM, payments and communications. The opportunity is not to replace that stack. It is to give AI the ability to work across it.
As Laundy Hotels expands its use of Axify, the OpenTable integration adds another important system the AI Workforce can operate within — enabling supported reservation work to be completed directly through OpenTable workflows while Axify’s broader specialist agents support the wider guest journey.
“We were not interested in AI for the sake of novelty. We wanted to know whether it could perform useful work in real venues, during real trading conditions, without compromising the service standard. The pilot showed it could.”
Shane Richardson · Laundy Hotels
Why Laundy Hotels expanded
More time returned to teams.
More time for hospitality.
Data note: Results are based on Axify’s analysis of activity managed during the six-month pilot across three Laundy Hotels venues. “Commercial opportunity” combines the value associated with completed reservations and the estimated value of qualified private-event enquiries. It should not be interpreted as confirmation that the full amount was ultimately recognised as revenue. Final data, methodology and customer attribution remain subject to Laundy Hotels’ approval prior to publication.
