How do you handle GDS/CRS misalignment if a booking is already in Sabre or Amadeus?
We maintain a per-session state-reconciliation layer that reads from your PMS, your CRS, and the three GDS majors in the same turn. Before any write, the agent checks for an existing PNR/booking against the guest identifier (loyalty number, email, last-name + date-of-arrival) and routes to a re-association flow rather than creating a duplicate. We have shipped this against Sabre, Amadeus, and Travelport simultaneously at portfolios spanning 200+ properties without a documented duplicate-booking incident.
Can it actually rebook during an IROPS event — or just deflect and apologize?
It rebooks. The agent reads live availability from Amadeus Altéa, Sabre PSS, or your CRS; honors your IROPS policy (origin/destination, fare class, cabin, partner-airline rules); issues vouchers per your matrix; writes the new PNR; and confirms by the guest's preferred channel. For hotels: it offers a sister-property room at the same rate, holds it for 90 minutes, and re-confirms the transfer. The "deflect and apologize" path is the last resort, not the first.
What is your posture on the US DOT 24-hour rule and the 7-day refund-on-cancel rule?
The 24-hour booking rule and the 7-day refund-on-cancel timer are enforced at the agent level. The agent knows the booking time, knows the cancellation event, and triggers the refund through your payments rail (Adyen, Stripe, Worldpay) within the window — without waiting for a back-office ticket. The audit log records the timestamp the customer became eligible and the timestamp the refund settled. If your finance team wants the rule loosened or tightened, that change happens in your tenant, not ours.
How does payment capture in a thread work under PSD2 SCA?
The agent never sees the PAN. Card capture is handled by a hosted SCA challenge — Adyen, Stripe, or Worldpay native — delivered as a one-tap link in the thread. The guest authenticates with their issuer's app and the auth comes back as a tokenized result. We are PCI-DSS certified and we follow the same scope-of-environment posture your existing payments vendor already requires.
Can you write back to my PMS — Opera, Mews, Cloudbeds — not just read?
Yes — natively. Opera (OXI and OHIP), Mews (Open API), Cloudbeds, Stayntouch, protel, Apaleo: read and write. The agent can create a reservation, modify dates, change rate code, post a folio charge, attach a profile preference, and trigger a housekeeping note — under the same RBAC scopes your existing PMS integrations use. Write actions are versioned and reversible; nothing is fire-and-forget.
What languages do you support out of the box?
Twenty-three production languages with native intent models, plus eleven regional accents on the voice side (e.g., separate models for Mexican vs. Castilian Spanish, Brazilian vs. European Portuguese, Mandarin vs. Cantonese). The agent detects the guest's language from the booking record or the inbound channel and stays in it for the entire session. Locale-specific etiquette (T-V distinction, honorifics, formality registers) is configurable per brand.
How does loyalty integration work — Salesforce Loyalty Cloud, Cendyn, Annex, or our in-house?
All four. The agent reads tier, points balance, lifetime stays, qualifying nights, and program rules from your loyalty system of record. It computes redemptions against live availability and against your award chart (which lives in your tenant, not ours). It never tells a member their balance is higher than it is. For in-house ledgers, we integrate via your existing API; there is no schema we have not seen in this category.
What about brand voice across a portfolio — Aman feels nothing like our budget brand. Same agent?
Same platform, separately-calibrated voices. Each brand in your portfolio gets its own tone preset, its own do-not-say list, its own greeting and closing, its own escalation matrix. A guest crossing from your luxury brand to your select-service brand inside the same trip experiences both brands as themselves. Brand-voice changes ship through your existing review process — you sign off on every voice update before it touches a real guest.