Lucy AI autonomous assistant, personalised to every guest in 30 languages, with an Operations Hub tailored to your every operational requirement.
Lucy has been designed to integrate with your existing PMS or remain a stand alone platform. She remembers preferences across every guest experience, captures revenue your team can't reach, and triages every request the moment it arrives, so your team are freed for the moments that matter.
Every Guest Service, One Phone Screen
Hotel Services · Travel Tools · City Services · Digital Key · My Bookings & many more innovative features..
The home dashboard greets the guest by name, then opens the full service menu in a 2x2 grid: Hotel Services, Travel Tools, City Services and Digital Key, with My Bookings at the foot of the screen. Global, translate, speaker and settings controls sit in the top bar, and Lucy's avatar, name and 'Your Hotel text/ name and' tagline anchor the centre.
Designed for Mews, Opera, Cloudbeds and Apaleo (connectors code-complete, awaiting first live certification), or runs standalone from day one. No guest or management downloads required.
Includes the Operations Hub for your team. Text and voice in 30 languages.
170+
Platform Capabilities (30+ Guest-Facing, 140+ Staff Tools) available
30
Languages with Cultural Intelligence
<500ms
Target Fast-Path Latency · <3s Full Agent
99.5%
Target Uptime SLA (Post-Deployment, Not Yet Active)
170+ total platform capabilities: 30+ guest-facing features (voice, translation, in-room control, guest journey, city explorer, travel tools, vendor network, memory, governance) plus 140+ staff-facing operational tools across 18 hotel departments — see the Operations Platform for the full inventory. Count verified against the platform's entity and function registry — not all features are live in production; most are code-complete and sandbox-tested. No live hotel deployment yet exists.
Start where it matters to you
Why Lucy?
Not a chatbot. A five-star presence guests want to talk to.
Lucy is a fully autonomous AI concierge purpose-built for luxury hospitality. She speaks and translates across 30 languages, learns each guest's preferences, and takes action: booking restaurants, arranging transfers and recommending experiences. She works on three fronts at once.
Revenue side
Captures revenue your team can't reach
Lucy recommends dining, spa and premium services from each guest's history and context, and converts the conversation into a booking through her built-in direct booking engine, avoiding OTA commission on every direct booking. Vendor commission and affiliate partnerships are potential income streams; adoption, agreements and operating costs require pilot validation.
Operations side
Triages every request the moment it arrives
She handles concierge requests around the clock, answers FAQs instantly, takes room service orders, supports check-in and check-out, and adjusts room lighting and temperature by natural language. Staff are involved only at the moments that matter. Guests reach her by QR code, with no app download.
Intelligence side
Remembers every guest, across every stay
Preferences, names, anniversaries and dietary needs persist from stay to stay, and her tone adapts to each guest in real time. Her personality is the point: she is built to be a presence guests want to talk to, not a menu to navigate.
What We Offer
A Bespoke System Built Around Your Requirements
Lucy is a bespoke system built around the precise needs of your individual requirements, Lucy comes fully loaded with features that your business may not require. We appreciate this and have designed our platform AI first with a modular bolt-on, bolt-off operational architecture. Designed to flex, never to constrain. Contact us for a free consultation.
Contact for a Free ConsultationWhy Lucy Is Built Different
Two fundamental differences that separate Lucy from every other guest experience platform.
Voice-First, Not Voice-Bolted
Lucy combines speech recognition, language-model responses and text-to-speech playback. Voice is a core interaction mode; device compatibility and actual time to first audible response require pilot measurement.
Ethically Governed AI
Golden Rules guide Lucy through prompts and selected safeguards. They do not guarantee accuracy or prevent every unsafe output; the streaming path does not invoke every separate validator before speech. Human oversight and independently tested controls are necessary.
WHY NOT JUST USE CHATGPT?
A chatbot answers questions. Lucy runs hotel service.
A general-purpose chatbot is a great language model. It has no bookings, payments, guest memory, hotel knowledge or compliance layer. Here is the side-by-side.
| What a hotel needs | ChatGPT alone | Lucy |
|---|---|---|
| Answer general questions in many languages | Yes | Yes |
| Book a restaurant or spa and take payment | No | Yes |
| Remember a guest across stays | No | Yes |
| Know the hotel's menus, prices and service levels | No | Yes |
| Adapt tone culturally, not just translate | Partly | Yes |
| Per-hotel data isolation and GDPR erasure | No | Partly |
| Connect to the hotel PMS and room services | No | Partly |
| Earn the hotel commission revenue | No | Yes |
5 / 8
Hotel needs Lucy meets that a bare chatbot does not
From £250/mo
Lucy per hotel, with payments, memory and revenue streams
Capabilities Designed to Lead the Category
What Lucy is built to do. All capabilities are built and demonstrable; none has yet been proven in a live hotel deployment.
Free-Flowing Multilingual AI Concierge
Natural, contextual conversations in 30 languages — taking action, not just answering questions. Full details below.
Why This Matters
Lucy is built for hospitality-specific conversation: learning guest preferences as the chat goes on and taking action, such as booking and arranging, rather than only answering questions.
Two-Way Voice Translator (30 Languages, 40+ Dialects)
Real-time two-way voice translation between staff and guests — 30 languages, 40+ dialects. Full details below.
Why This Matters
International luxury hotels serve guests from 100+ countries. Language barriers cost bookings, create service friction, and limit upsell opportunities. Lucy eliminates this entirely — any staff member becomes multilingual across 30 languages with cultural intelligence instantly.
Camera Photo Translation
Camera photo translation for menus, signs, and documents — 30 languages. Full details below.
Why This Matters
Guests currently switch between 5-10 apps during their stay — translation apps, map apps, booking apps. Lucy consolidates everything into one interface. A Japanese guest at a French restaurant points their camera at the menu and hears it in Japanese. This is the kind of frictionless experience that drives 5-star reviews.
Zero-Download QR Code Access
Lucy requires zero guest downloads. A unique QR code on the Guest Key card directs guests to the Lucy web app. No installation, no app store, no sensitive information required. Guests simply scan and access — instant web app experience with full concierge functionality. This is projected to drive adoption rates from ~15% (traditional apps) to 70%+ — projection only, not yet validated with production data.
Why This Matters
Most hotel apps sit abandoned on guest phones — download friction is real. Lucy eliminates this entirely. No tech barrier. No privacy concerns. Hotels own the guest touchpoint without app store dependency.
Conversational AI → DALI Building Control
Conversational AI controls DALI-2 lighting via HelvarNet TCP/IP. Full details in the In-Room Integration section below.
Why This Matters
Hotels spend millions on smart room infrastructure (Helvar, Crestron, Lutron) and then give guests a clunky in-room iPad to control it. Lucy replaces every in-room control interface with a single conversational layer the guest already has on their phone. DALI control is built against HelvarNet but has not been tested on a live hotel installation.
AI-Generated Guest Insight Briefing
Before every arriving guest, Lucy pulls their full PMS digital file (guest profile, preferences, staff alerts, stay history, folio data) and combines it with everything she already knows from her internal memory. A single LLM synthesis call generates a rich visual staff briefing: a personality snapshot, predicted preferences for this stay, risk flags (past complaints, allergies, sensitivities), upsell opportunities ranked by probability, and a suggested opening line for the greeting. Staff see this before the guest arrives.
Why This Matters
Every hotel has guest data sitting in their PMS — preferences from 2019, a noise complaint, an allergy note. It is never read before arrival. Front desk staff greet returning guests with zero context. Lucy can help staff review available information when the integration is enabled and access is authorised. Coverage and staff adoption need pilot verification.
Onscreen Context Awareness
Lucy knows what page or content the guest is currently viewing. If a guest is browsing restaurant listings and types 'book this one', Lucy knows which vendor card is active and books it — without the guest repeating any information. If a guest is on the spa page and asks 'how long does this take?', Lucy reads the treatment the guest is viewing and answers instantly. This mirrors Siri's Onscreen Awareness but works on any device — iOS, Android, or desktop — without any app installation.
Why This Matters
Because Lucy runs as a web app, onscreen awareness works on any modern phone or computer without an installation, so the guest does not have to repeat what they are looking at.
Agentic Multi-Step Task Chaining
When a guest says 'Book Nobu for Saturday at 8pm for two and add it to my calendar', Lucy executes a full chain of real-world actions: (1) identifies the vendor and checks availability, (2) fires the booking request email to the restaurant, (3) parses the confirmation reply, (4) updates the booking record, (5) generates a calendar invite and sends it to the guest's email, (6) notifies the guest in-app, and (7) logs the referral for invoicing. All seven steps from one instruction.
Why This Matters
One instruction can trigger a chain across booking, vendor communication, calendar and guest notification, saving the guest several separate steps.
Implicit Mood Inference
Lucy continuously analyses every message for implicit emotional signals — word choice, sentence length, punctuation patterns, response latency, and topic shifts — to infer the guest's current emotional state without them ever saying how they feel. A guest who sends short clipped messages late at night is detected as fatigued; Lucy shortens her responses. A guest whose tone shifts from warm to terse triggers Lucy's service recovery mode before any complaint is made.
Why This Matters
Lucy reads mood from language patterns, so a guest who is upset does not need to say so before Lucy adjusts her tone. Mood inference is probabilistic and can be wrong.
Cross-Property Semantic Memory
A semantic knowledge graph carrying guest knowledge across properties and years. Full details below.
Why This Matters
A semantic knowledge graph lets guest knowledge carry across stays and, where a hotel group deploys Lucy at several properties, across those properties.
10 hospitality-first capabilities. Designed for hotels, not adapted from consumer tech.
Alexa+ infers mood from style selection; Lucy reads it directly from language. Alexa+ chains Amazon ecosystem actions; Lucy chains bookings, vendor emails, Stripe payments, PMS updates, and calendar invites from one instruction. Siri's personal context requires device access; Lucy synthesises PMS + lifetime memory into a staff briefing before the guest even arrives.
Conversational In-Room Integration
Lucy replaces every in-room tablet, remote control, and physical switch with a single conversational layer. She is built to control DALI building automation via natural language, connecting guest intent to physical infrastructure.
DALI Lighting Control
Lucy controls room lighting through natural conversation. 'Dim the lights to 20%' or 'Set a romantic mood' — Lucy maps intent to DALI scenes and sends commands via HelvarNet TCP/IP protocol. No physical switches or in-room tablets needed.
Climate Control
Guests adjust temperature by voice: 'Lucy, make it cooler' or 'Set the room to 21 degrees'. Lucy integrates with IoT thermostats and smart HVAC systems, adjusting the environment without the guest ever touching a panel.
Entertainment Systems
Lucy controls in-room entertainment — change channels, adjust volume, cast music from the guest's phone to the room's speakers. All through conversation, replacing clunky remotes and in-room tablets.
Turndown Service
Guests say 'Lucy, I'm going to sleep' and Lucy dims the lights, sets the do-not-disturb flag, adjusts the thermostat, and schedules a wake-up call — all from one instruction. The entire room transitions to sleep mode conversationally.
Digital Room Key
Guests unlock their room with their phone. Lucy generates a secure digital key upon check-in, works with Bluetooth-enabled locks, and can be shared with authorised party members. Lost phone? Lucy revokes access instantly.
Music Control Room
Lucy transforms in-room audio into a full concert experience. DSP mood presets — Jazz, Concert Hall, Club, Dinner, Focus, and Sleep — tune the room's acoustics to the moment. Multi-speaker routing sends different audio to bedroom, bathroom, and lounge zones. Helvar lighting syncs automatically to the music mood. Curated playlists by mood, a music queue guests can build conversationally, and per-zone volume and EQ control — all through natural language.
How Lucy Connects to Building Infrastructure
Hotels spend millions on smart room infrastructure — Helvar, Crestron, Lutron — and then give guests a clunky in-room iPad to control it. Lucy replaces every in-room control interface with a single conversational layer the guest already has on their phone. The integration is not complex: HelvarNet is an open published TCP/IP protocol. It just requires intent mapping, which is exactly what Lucy does.
'Lucy, romantic dinner setting'
Maps to DALI group + scene
TCP socket → Helvar router → lights change
PMS Connectors — Live Validation Required
Connector implementations exist for Mews, Oracle Opera, Cloudbeds and Apaleo. No certified live property connection is asserted. Credentials, supported read/write operations, sync cadence, error recovery and supplier approvals must be verified per hotel before deployment.
Mews
Code Complete · Awaiting First Live Tenant for Certification
Oracle Opera
Code Complete · Read-Only Sync (Bi-Directional Pending)
Cloudbeds
Code Complete · Two-Way Sync (Live Tenant Testing Pending)
Apaleo
Code Complete · Webhook Listener Ready (Live Testing Pending)
The Guest Journey, Automated End-to-End
From 48 hours before arrival to 30 days after checkout, Lucy manages every stage of the guest journey autonomously. Every touchpoint is personalised, timely, and revenue-aware. Minimal staff intervention required — Lucy escalates to staff only when she cannot resolve a request within her governance scope.
Pre-Arrival
48 hours before check-in
AI Pre-Stay Concierge Activates
Lucy sends a personalised pre-stay email 48 hours before arrival — covering room preferences, dietary needs, and special occasions. When the guest replies, Lucy extracts their preferences and auto-updates their profile. Full system details are in the Intelligence tab.
Check-In Day
Day of arrival
Welcome, Hotel destination briefing
Lucy delivers a live weather forecast, today's events in the city, curated restaurant suggestions, and a personalised greeting in the guest's native language. The guest arrives already briefed on their destination.
In-Stay
Day 2 of stay
Proactive Check-In & Upsell
Lucy checks in with the guest: How is your stay? She proactively offers upgrades, spa bookings, and activities based on their journey stage. If they ordered room service on day 1, the minibar is restocked with their preferences overnight.
Departure Day
Day of checkout
Departure Coordination
Lucy detects departure day and sends a checkout reminder with review request timing. She offers late checkout if the room is available via the Steal the Night auction system. The guest leaves with a future booking offer already in their inbox.
Post-Stay
3 days after checkout
Stay Satisfaction Survey
Lucy sends a personalised How was your stay? survey — not a generic template, but a letter that references specific moments from their visit. Their responses are analysed for sentiment and service recovery opportunities.
Post-Stay
7 days after checkout
Review Invitation
Lucy invites the guest to leave a review on Google or TripAdvisor — timed when they are most likely to feel positive about their stay. If a companion's birthday is upcoming, Lucy sends a proactive gift reminder.
Post-Stay
30 days after checkout
Lucy Remembers You
Lucy sends a personal letter 30 days after checkout, referencing specific stay moments. Written as a friend who genuinely remembers — not a marketing email. Includes a personalised return offer to drive direct re-booking. Full system details are in the Intelligence tab.
From Check-In to Room Service — Without the Busywork
See exactly how Lucy handles a single guest interaction — from arrival to room service delivery — and how much staff time she saves at every step.
Guest Checks In
What the Guest Does
Guest arrives and verifies their room via Lucy chat or voice — "Hi, I'm in room 808."
What Lucy Does Automatically
Lucy cross-references the room number with the PMS reservation, verifies the guest's identity, loads their preferences from previous stays, and unlocks the digital room key — all in one conversation.
What Staff Do
WITHOUT LUCY
Front desk manually looks up the reservation, confirms identity, prints a key card, and briefs the guest on hotel services.
WITH LUCY
Front desk sees the guest has already checked in. Lucy has sent a welcome briefing to the guest's phone automatically.
Time savings are illustrative estimates based on internal workflow analysis, not measured production data. Actual savings will vary by property and workflow.
30 minutes
saved per guest interaction
That's nearly half an hour of staff time freed up — per guest — to focus on moments that actually require a human touch.
City Explorer: How Lucy's Local Intelligence Works
Lucy is not a link directory. She is a local expert with real-time data, personality-matched recommendations, and curated itineraries. Here is exactly how the City Explorer works.
Curated Attractions Guide
Lucy's Local Explorer presents a curated guide to London's must-see attractions — 80+ venues across museums, galleries, monuments, churches, parks, markets, and viewpoints. Each listing includes real-time opening hours, admission prices, nearest Tube station with walking distance, average visit duration, guest ratings, and direct booking links where available. Tour stops open the matching listing, highlighted, on Lucy's in-app Tickets & Tours page.
- 18 museums (British Museum, V&A, Natural History)
- 12 galleries (National Gallery, Tate Modern, Saatchi)
- 13 monuments (Tower of London, Big Ben, The Shard)
- 12 parks (Hyde Park, Regent's Park, Hampstead Heath)
Interactive Map & Walking Directions
Lucy's London Explorer Map renders all curated attractions on an interactive Esri World Street Map with clustering. Guests tap any venue to see details, then tap 'Get Directions' for turn-by-turn walking navigation. The map includes a green polyline route, red guest location marker, and animated hotel pin with welcome popup.
- Esri World Street Map with marker clustering
- Turn-by-turn walking directions
- Real-time distance & travel time
- Hotel pin with animated popup
Personalised Itinerary Builder
Lucy does not just list attractions — she builds personalised itineraries. She takes the guest's interests, dietary requirements, budget, available time, and the weather forecast, then curates a day-by-day plan. She knows which museums are free, which need booking, which are near each other, and which match the guest's personality profile.
- Personality-matched recommendations
- Weather-aware itinerary adjustments
- Budget-conscious planning
- Proximity-optimised venue grouping
Pro Tips for Visiting London
Lucy provides curated local knowledge — use Oyster or contactless for unlimited transport, many museums offer free entry, book attractions ahead to avoid queues, check transport updates before peak-hour travel. She adapts tips to the guest's nationality and travel style.
- Oyster card & contactless guidance
- Free museum entry recommendations
- Queue-avoidance booking strategy
- Peak-hour travel warnings
A Real Guest Example
A guest from Tokyo asks Lucy: "I have a free afternoon — what should I do?" Lucy checks the weather (rain expected at 3 PM), the guest's profile (loves art, prefers free attractions), and live transport status (Central Line has delays). She responds: "The National Gallery is free, a 10-minute walk from the hotel, and it's indoors — perfect for the rain coming this afternoon. The Central Line has delays, so I'd suggest walking. Shall I add it to your itinerary and remind you at 2 PM?" When the guest is ready to return, they tap Get Me Home on the map and receive instant walking directions back to the hotel.
Guest Safety & Get Me Home
Guest safety is not a feature Lucy added — it is a core architectural principle. Every off-property recommendation includes safety context, late-night transport is prioritised after 10 PM, emergency services proximity is flagged, and the Get Me Home button ensures no guest is ever lost. This is covered by Golden Rule 12.
Get Me Home — One-Touch Hotel Navigation
The Get Me Home button is embedded directly in Lucy's London Explorer map interface. With a single tap, guests receive instant turn-by-turn directions back to the hotel. A green polyline renders the optimal route on an Esri World Street Map, a red marker shows the guest's current position, and the hotel is prominently marked with an animated red pulsing icon and welcome popup.
Guests explore with confidence, knowing they can always get home with one tap.
Neighbourhood Safety Context on Every Recommendation
Every off-property recommendation Lucy makes includes explicit neighbourhood safety context. She does not simply say 'go to this restaurant' — she provides context about the area, the time of day, and what the guest should be aware of. This is Golden Rule 12 (Always Prioritise Guest Safety) in action.
Guests make informed decisions about where they go and when.
Late-Night Transport Prioritisation
After 10 PM, Lucy proactively prioritises safe transport options in her recommendations. She suggests licensed taxis, Blacklane chauffeur services, or well-lit walking routes to Tube stations rather than unlit shortcuts. She never recommends unlicensed minicabs and always confirms transport is arranged before the guest leaves the hotel.
No guest is left stranded or directed to an unsafe transport option after dark.
Emergency Services Proximity
Lucy flags proximity to emergency services for every off-property venue she recommends. She knows the nearest A&E department, NHS 111 urgent care centre, pharmacy, and police station to every venue. 999 and 112 emergency numbers are always prominently displayed. If a guest needs medical assistance, Lucy provides immediate directions to the nearest hospital.
Guests have immediate access to emergency services information, wherever they are.
Immediate Staff Escalation on Incident
If something goes wrong at a recommended venue — a guest feels unsafe, a venue is closed unexpectedly, or an incident occurs — Lucy escalates to hotel staff immediately via the GuestIncidentNotification entity. The hotel's front desk, concierge, and duty manager are notified in real time, not when the guest returns and complains.
Issues are resolved before they become complaints. Staff know before the guest returns.
Guest Safety as a Core Golden Rule
Guest Safety is Golden Rule 12 — one of the 12 core principles that Lucy cannot override. It is a built-in safeguard that is designed to hold even when a guest or a venue pushes against it.
Guest safety is not a feature — it is a core architectural principle that cannot be bypassed.
Why This Is Different From Competitors
To our knowledge, the hotel technology products we reviewed do not publish dedicated guest safety protocols. Lucy's Golden Rule 12 puts guest safety first in every off-property recommendation, which supports brand safety and enterprise hospitality procurement reviews.
Vendor Network: Lucy Books, Not Just Recommends
Most hotel concierge platforms recommend a restaurant and leave the guest to call. Lucy detects intent, searches the curated partner directory (currently London-focused — new cities onboarded per property during implementation), processes the booking, handles vendor negotiation, sends reminders, tracks commission, and exports to accounting — all conversationally, in the guest's language. Nothing is decorative. Every recommendation is tracked to a revenue event.
Restaurants & Dining
5–8%
OpenTable + TheFork + Independent
40+ venues
Bars & Lounges
10%
Direct partnerships
15+ venues
Spa & Wellness
10%
Direct vendor agreements
12+ venues
Activities, Tours & Experiences
10%
GetYourGuide + Curated experiences
25+ experiences
Transportation & Chauffeur
15%
Blacklane + Local taxi networks
8+ partners
Luxury Retail & Shopping
12%
Affiliate link click-out
20+ partners
Florist & Gifts
10%
Same-day delivery
6+ partners
Fitness & Gym
Direct
Premium fitness clubs
5+ partners
Booking Flow — 6 Steps, Fully Automated
Intent Detected
Lucy detects booking intent in conversation using NLU. She does not wait for explicit 'book a table' — she recognises 'I'd love somewhere nice for dinner tonight' as a booking intent.
Vendor Search
Lucy searches the curated venue directory across 12 categories, filtered by hotel_id for tenant isolation. She matches on cuisine, location, price range, dietary restrictions, and availability. No cross-hotel data leakage. Partner onboarding scales per property during implementation.
Booking Flow
Lucy collects date, time, party size, special requests, and dietary requirements in one conversational flow. Stripe payment is integrated for deposits and upfront charges. A 15-minute cooling-off period applies (Golden Rule 8).
Vendor Confirmation
Lucy sends an automated email to the vendor. The vendor accepts, declines, or proposes an amendment. Lucy handles the entire negotiation — the guest never sees the back-and-forth.
Reminders & Tracking
Automated reminders sent at 24 hours, 2 hours, and 30 minutes before the booking. Commission is tracked via the AffiliateClick entity and logged for accounting export. No commission is lost or untracked.
Accounting Export
Commission data is tracked via the AffiliateClick entity for accounting export. Xero, Sage, and QuickBooks integration is on the product roadmap — current deployments export commission data as CSV for manual import. Vendor performance is scored via the VendorPerformanceScore entity.
Revenue Streams — Designed & Wired (Pre-Deployment)
Restaurant Commission
OpenTable / TheFork booking fee
5–8%
Spa & Activities
Direct vendor agreement
10%
Transportation
Chauffeur / cab referral
15%
Luxury Retail
Affiliate link click-out
12%
Florist & Gifts
Direct booking commission
10%
Theatre & Events
TodayTix / ATG / London Theatre Direct
5–6%
All commissions are tracked, revenue is attributed to the guest's PMS folio, and vendor performance is scored. Accounting exports to Xero, Sage, and QuickBooks with VAT-inclusive journal entries. Partner directory is currently London-focused — new cities are onboarded per property as part of implementation.
The Direct Booking Engine
Lucy doesn't just recommend restaurants and spa treatments — she captures direct room nights. When a guest wants to extend a stay, book an additional room, or rebook for a future trip, Lucy handles the entire flow conversationally. No OTA. No commission. No redirect to a booking page.
1. Intent Detection
Lucy detects booking intent in natural conversation — 'Can I stay an extra night?', 'My colleague needs a room', 'I'd love to come back in December'. No forms, no redirects.
2. Live Availability
Lucy queries your PMS in real time for room availability and rates for the requested dates. The guest sees only what's actually bookable — never stale inventory.
3. Conversational Booking
Lucy presents options, confirms the guest's choice, processes payment via Stripe, and writes the reservation back to your PMS — all in-chat, zero OTA commission.
0% Fee
In-Chat Direct Bookings
In-stay extensions, extra rooms, and repeat guest bookings captured in conversation carry 0% commission — saving the full 12–18% OTA fee.
5% vs 15%
Website Booking Widget
First-time website bookings captured via Lucy's direct booking widget carry a 5% platform fee instead of 15% OTA commission — netting +10% savings.
Frictionless
In-Stay Extensions
Guests extend stays without leaving the conversation. Lucy checks availability, charges the card on file, updates the PMS.
Instant
Group / Family Capture
'My children need a second room' → Lucy books it on the spot. Multi-room requests handled in one conversation.
Keep OTA Commissions In-House Across Both Channels
A 300-room hotel at 80% occupancy and £350 ADR generates about £30.7M in annual room revenue. If 50% of bookings arrive through OTAs at 15% commission, that costs roughly £2.3M/year. Lucy captures room nights in two ways: in-chat extensions and repeat stays (0% fee, saving the full 15% OTA commission) and website direct booking widget conversions (5% Lucy fee vs 15% OTA, saving 10% net commission).
Base-case projection (300-room hotel): +2.1% of OTA bookings shift via in-chat direct booking (+£48,500/yr saved at 0% fee) plus +2.0% of room nights captured via the website booking widget (+£61,300/yr net saving after the 5% fee).
+£48,500/yr
In-Chat OTA Savings (0% Fee)
+£61,300/yr
Widget Net Savings (5% vs 15%)
12–18%
OTA Commission Rate Avoided
Zero
External OTA Redirects
Direct Booking Engine is code-complete and sandbox-tested. Live booking flow requires an active PMS integration and Stripe configuration. Revenue figures are pre-deployment projections based on industry benchmarks, not historical results. Vendor partner directory is currently London-focused — new cities are onboarded per property as part of implementation.
Modelled Contribution, Commission Savings and Staff Capacity.
Illustrative model for a 300-room hotel: £113,615 in annual contribution and commission savings, against £36,400 in Year 1 licence, selected voice and standard setup costs. Staff capacity released is shown separately and is not cash profit. These are assumptions to validate in a pilot, not measured hotel results.
Direct Revenue
+£113,615
+£378.72/room
Indirect Savings
+£46,000
+£153.33/room
Platform Cost
−£36,400
−£121.33/room
Modelled Year 1 contribution
+£77,215
+£257.38/room
Incl. indirect savings: +£123,215
Direct Revenue — £113,615/year (300-room hotel, Direct tier)
Direct Booking Commission Saved
2.1% OTA-to-direct conversion
+£32,193
Illustrative commission savings on incremental bookings moved from an OTA, after the 5% Lucy booking fee. This channel and the website booking channel share a capped OTA pool to prevent double-counting.
How it works: Guest asks to extend stay → Lucy checks PMS availability → processes payment via Stripe → writes reservation back to PMS. Zero OTA, zero redirect.
Vendor Booking Commission
85% to hotel (Direct tier)
+£15,302
When Lucy books restaurants, spa treatments, transport, experiences, and gifts for your guests, the hotel retains 85% of vendor commission on the Direct tier (Lucy AI retains 15%).
How it works: Lucy detects booking intent → searches the curated partner directory → processes booking → tracks commission → exports commission data as CSV (Xero/Sage/QuickBooks integration on roadmap).
Incremental Upsell Contribution
Room upgrades · F&B · spa · late checkout
+£4,800
During the guest's stay, Lucy identifies upsell opportunities based on their profile, behaviour, and context — presented naturally in conversation, never aggressively. Each upsell is tracked with revenue attribution to your PMS folio.
How it works: Lucy analyses guest profile → identifies relevant upsell → offers in conversation → guest confirms → charge posted to folio via PMS integration.
Review-Driven Bookings
Post-stay review solicitation
£0
Potential incremental room contribution from independently attributed reviews. Excluded from the default model until attribution is measured; public review integrations require deployment verification.
How it works: Guest feedback supports service recovery. Offer all guests the same opportunity to review, without filtering public review invitations by sentiment.
Direct Booking Engine
5% Lucy fee vs 15% OTA
+£61,320
Lucy's direct booking widget on your website captures guests who would have booked via OTA. Instead of paying OTA 15% commission, the hotel pays Lucy just 5% — netting 10% commission savings on every captured booking. This is a cost saving (reduced commission), not new revenue.
How it works: Guest visits hotel website → Lucy booking widget checks PMS availability → processes payment via Stripe → writes reservation to PMS. Zero OTA redirect, 10% net commission saving.
Indirect Savings — £46,000/year (Excluded from Net Year 1 cash; included in comparison table below)
Staff Hours Redeployed
2,000 hrs/yr
Lucy handles guest requests that would otherwise occupy concierge and front desk staff — freeing 2,000 hours per year (300-room baseline) for higher-value work. Not a headcount reduction, but redeployed labour.
+£46,000
Software Cost Avoidance
Optional
Lucy can consolidate up to 18 separate tools — 11 guest-facing SaaS subscriptions (typical 300-room stack −£19,800/year) plus 7 back-of-house departmental systems (housekeeping, maintenance, rota/HR, compliance, spa, F&B, shift handover). This only counts if your hotel actually cancels those subscriptions.
Not counted in totals
Lucy Replaces Your Existing Software Stack
Lucy consolidates up to 18 software tools in one platform: the 11 guest-facing SaaS subscriptions below (−£1,650/mo illustrative for a 300-room hotel) plus 7 operational departmental systems (housekeeping board, maintenance CMMS, staff rota & HR, safety compliance registers, spa booking, F&B ordering/KDS, and concierge shift handover). Only subscriptions you actually cancel count as savings:
Chatbot / AI assistant
−£200/mo
Translation tool
−£100/mo
Concierge / guest app
−£150/mo
Upsell engine
−£100/mo
Review manager
−£150/mo
CRM / Loyalty platform
−£200/mo
Feedback / Survey tool
−£100/mo
Digital compendium / directory
−£100/mo
In-room tablet software
−£150/mo
PMS guest communication module
−£200/mo
Booking engine subscription
−£200/mo
Side-by-Side: With Lucy vs Without Lucy
| Annual Line Item | Without Lucy | With Lucy | Net Impact |
|---|---|---|---|
| OTA commission paid | −£2,299,500 | −£2,267,307 | +£32,193 |
| Vendor commission earned | £0 | +£15,302 | +£15,302 |
| In-stay upsell revenue | £0 | +£4,800 | +£4,800 |
| Review-driven bookings | £0 | £0 | £0 |
| Direct booking engine savings | £0 | +£61,320 | +£61,320 |
| Staff hours (redeployed value) | £0 | +£46,000 | +£46,000 |
| Software cost avoidance (optional, not counted by default) | −£0.00 | £0 | +£0.00 |
| Lucy platform cost | £0 | −£36,400 | −£36,400 |
| Net Annual Position | −£2,299,500 | −£2,176,285 | +£123,215 |
Comparison shows annual figures for a 300-room hotel at 80% occupancy, £350 ADR, Direct tier. 'Without Lucy' assumes current operations with existing OTA dependency and software stack. 'With Lucy' includes platform cost and all revenue/savings streams above. Indirect savings (staff redeployment, software avoidance) are included in this comparison but noted as indirect — they represent redeployed labour and avoided cost, not new cash revenue.
How It Works: The Revenue Journey
Guest Arrives
Lucy greets the guest in their language, learns their preferences, and syncs with PMS data.
Guest Asks for Help
“Book dinner tonight” or “extend my stay” — Lucy detects booking intent in conversation.
Vendor Commission + Direct Booking
Lucy Books & Charges
Lucy searches vendors or checks PMS availability, processes payment via Stripe, posts to folio.
In-Stay Upsell + Vendor Commission
Guest Departs Happy
Lucy solicits a review post-stay. Positive reviews drive incremental direct bookings.
Review-Driven Bookings
Year 1 Net Position — 300-Room Hotel, Direct Tier
All figures are unvalidated management scenarios, not historical results or independently verified benchmarks. The Direct tier costs £34,800/year. On the Sponsored tier, Lucy AI retains vendor commission to subsidise your licence fee — reducing hotel revenue but also reducing licence cost. Setup is included. Upsell contribution assumes a 50% fulfilment margin less the 10% platform share. Review attribution defaults to zero. Staff capacity released is excluded from modelled contribution. Software cost avoidance is excluded by default and only counts if your hotel cancels the subscriptions. All prices exclude VAT. Use the interactive ROI Calculator below for a custom model calibrated to your property.
Complete Travel Tools Suite
Lucy is not just a concierge — she is a complete travel companion. From insurance to embassies, from flight tracking to currency exchange, every tool a guest needs is built directly into the Lucy interface. No app switching. No fragmented experiences. Everything in one place, in the guest's language, conversationally.
Travel Insurance
Built · Affiliate Active
Lucy partners with World Nomads to offer guests comprehensive travel insurance directly through the concierge interface. Guests can compare coverage levels, purchase policies, and receive instant confirmation — all without leaving Lucy's chat. Affiliate commission tracked via AffiliateClick entity.
Currency Converter & Exchange
Built · Live API Connected
Lucy provides live exchange rates via the EXCHANGE_RATE_API_KEY integration, converting between 168+ currencies in real time. She also directs guests to the nearest bureau de change — for a hotel near Piccadilly, that's Travelex at Piccadilly Circus, a 5-minute walk. Rates are never guaranteed; Lucy confirms pricing with the vendor before quoting.
Live Weather Forecasts
Built · Live API Connected
Lucy pulls real-time weather data for the hotel's location and any destination the guest is planning to visit. She proactively suggests itinerary adjustments based on weather — 'It's going to rain this afternoon, shall I book the British Museum instead of Hyde Park?' — turning weather awareness into actionable concierge intelligence.
Flight Check-In & Status
Built · Function Active
Guests check in for flights directly through Lucy. She navigates to the airline's online check-in portal, pre-fills booking references, and confirms boarding pass delivery. Real-time flight status tracking detects delays and proactively adjusts the guest's check-in time, wake-up call, and car pickup schedule.
Rail Information & Booking
Built · Affiliate Active
Lucy books rail tickets through Trainline and displays live London station departure boards. Guests see real-time departures from major stations, platform information, and delay alerts. She also integrates with the Tube Journey Planner for underground route planning across all London Underground lines.
London Hospitals & Emergency Contacts
Built · Curated Database
Lucy provides guests with a curated directory of London hospitals, urgent care centres, NHS 111 services, and emergency contacts. A&E departments, minor injuries units, and pharmacies are listed with addresses, phone numbers, opening hours, and distances from the hotel. 999 and 112 emergency numbers are always prominently displayed.
Foreign Embassies & Consulates
Built · Curated Database
Lucy maintains a directory of all foreign embassies and consulates in London — addresses, phone numbers, email contacts, opening hours, and consular services. If a guest loses their passport or needs consular assistance, Lucy immediately provides the relevant embassy's contact details and directions.
Local Etiquette & Cultural Guide
Built · Curated Content
Lucy provides guests with cultural etiquette guidance for London and the UK — tipping norms, public transport etiquette, queueing culture, pub customs, and dress codes for venues. She adapts the guidance to the guest's nationality, explaining differences between their home culture and British customs.
Offline Maps & Navigation
Built · Digital Tools Panel
Lucy curates essential digital travel tools, including offline maps. Guests can download areas of London for offline navigation, ensuring they can always find their way back to the hotel — even without a data connection. Google Maps, Maps.me, and Apple Maps offline downloads are all supported.
eSIM & Connectivity
Built · Digital Tools Panel
Lucy helps guests stay connected abroad. She provides eSIM recommendations and connectivity solutions so guests can access data immediately upon arrival — no SIM card swapping, no airport Wi-Fi dependency. Lucy can direct guests to purchase eSIMs before departure or upon arrival at the hotel.
Tube Journey Planner
Built · TfL Data
Lucy integrates a full London Underground journey planner. Guests input their destination and Lucy calculates the optimal Tube route — lines to take, interchange stations, estimated journey time, and live service updates. She also flags planned line closures and weekend engineering works.
How Travel Tools Work in Practice
A guest says: "Lucy, my flight to Tokyo tomorrow morning — can you check me in?" Lucy navigates to the airline's check-in portal, enters the booking reference from the guest's PMS profile, confirms the boarding pass, and proactively schedules a 5 AM wake-up call and a 6 AM car to Heathrow — all from one conversational instruction. This is not a chatbot linking to external apps. This is an agentic concierge that takes action.
Staff Operations Dashboards
Lucy isn't just a guest concierge. She runs 135 operational tools across 18 hotel departments — compliance, housekeeping, revenue management, staff scheduling, and more. Explore the full operations platform.
Explore the Operations PlatformLucy Lite: Concierge Beyond Hotels
The same AI engine that powers Lucy for hotels — now available for beach & private members clubs, serviced apartments, residential buildings, superyachts, and co-living spaces. No PMS required. Target go-live: 48 hours from contract.
All 30 languages, unlimited partner vendors, and 0% commission on in-house bookings included on every tier. Voice AI available as an optional add-on. Upgrade to Lucy Full anytime if you add a PMS.
Explore Lucy LiteEvery Tier
All 30 Languages
To Live
Target 48h
Partner Vendors
Unlimited
Starter Tier
From £195/mo
Hi Lucy: Your 24/7 AI Hotel Staff, LQA & 30-Language Academy
While Guest Services VIP looks after every guest, her sister AI — Hi Lucy — trains every team member to Forbes Five-Star, Leading Quality Assurance (LQA), and Common European Framework of Reference for Languages (CEFR A1–C2) fluency across 30 languages.
Powered by CELTA & Trinity CertTESOL spoken recasts, a 3-phase voice lesson + 90% pass-mark exam, live LUCY-XXXXXX inspector certificate validation, 500-staff bulk CSV onboarding, regulated qualification coaching (RSPH, APLH, WSET, IOSH, AHLEI, Cristal 12 Checks & Distintivo H), and private unrecorded Daily Refresh flashcards. £0 / $0 monthly software fee — £1,000 UK/EU ($1,250 USA · $1,100 LATAM) one-off custom hotel build, then €3.50 ($4.00) per 30-minute voice lesson & exam.
£0 / $0 Add-On
Monthly Software Fee
£1,000 · $1,250
Custom Hotel Build
€3.50 · €7.00/hr
30m Module / 1h Lesson
€1.15 · 30 Langs
10-Min Challenge / 30 Langs
Briefings · My Lessons · Onboarding · Hospitality Courses · Learn a Language · Career & Skills
Flexibility
No two properties are alike, so Lucy is not a fixed product. She is a set of modules we assemble and tailor into the right platform for your hotel or venue.
Modular by design
Lucy is built from independent modules, from guest chat and translation to room service, arrivals and the autonomous systems. Switch on only what your property needs, and add more later without rebuilding.
Bolt-on, not rip-and-replace
Lucy sits alongside your existing property management system rather than replacing it. We scope the integration to the systems you already run.
Your brand, your voice
Branding, greeting, tone of voice and languages are set per property, so guests meet your hotel, not a generic assistant.
Your knowledge, your rules
Lucy is taught your dining, policies, facilities and local partners. Where a policy is not on file she hands over to your team rather than guessing.
Your operation, your workflows
Rota, kitchen, housekeeping, escalation contacts and alerts are configured around how your team actually works.
Tailored for any kind of venue
Boutique hotels
A light setup: guest chat, translation and concierge.
Full-service and luxury hotels
Adds room service, arrivals briefings and autonomous systems.
Heritage and historic properties
Built around the story and policies of the building.
Restaurants and dining venues
Menus, allergens, bookings and guest memory.
Resorts, spas and multi-outlet venues
Several outlets and services under one assistant.
How we build your platform
- 1Discovery: we learn how your property runs and what you want Lucy to do.
- 2Scope: together we choose the modules and integrations that fit.
- 3Configure: your branding, knowledge, policies and workflows are set up.
- 4Pilot: we run it on your property and refine before wider rollout.
The Golden Rules
The Golden Rules are design principles supported by prompts, selected checks and operational controls. The streaming conversation path does not run every separate rule validator before speech. AI can make mistakes or be manipulated; human oversight, independent security testing and hotel-specific acceptance tests remain necessary.Note: 13 rule cards shown below — 12 core principles plus Guest Safety, which spans both core and conduct categories. A further 12 conduct guardrails operate behind the scenes and are not shown as cards because they govern internal behaviour rather than guest-facing promises.
Ground Recommendations
Approved partner records and hotel context guide recommendations. AI output can still be wrong; staff and venues must confirm critical details.
Never Upsell Aggressively
Lucy recommends enhancements that genuinely benefit the guest, not just the hotel's revenue. One mention maximum, then she moves on.
Never Break Brand Voice
Lucy's tone, formality, and personality are locked to your hotel's brand standards. She mirrors the guest's energy, never their crude vocabulary.
Protect Guest Information
Persistent streaming memory uses signed-in identity and property-scoped queries. Independent cross-guest and cross-property testing remains a launch gate.
Track Requests to Resolution
A recorded request is not a completed service. Staff acceptance, fulfilment and unresolved exceptions need visible operational follow-up.
Always Disclose AI Identity
Lucy always identifies herself as an AI concierge when directly asked. No deception, ever.
Always Offer Hotel Services First
Lucy prioritises your hotel's own services — spa, dining, room service — before recommending external vendors. Your revenue comes first.
Confirm Before Commitment
Guest consent, payment authentication and the venue's cancellation terms must be clear. No universal 15-minute cancellation or refund entitlement is promised.
Always Escalate to Staff
Complex complaints, judgment calls, and service failures are routed to human staff — not handled autonomously. Lucy knows when to hand off.
Never Give Financial Advice
Lucy never guarantees prices, asserts exchange rates, or makes financial promises. She confirms pricing with the vendor before quoting.
Never Discriminate
Equal service regardless of nationality, language, race, religion, or any other characteristic. Lucy's cultural intelligence adapts — it never discriminates.
Always Explain Recommendations
When asked why, Lucy explains her reasoning: 'I suggest The Ritz because you mentioned you love fine dining and it matches your style.' No black-box AI.
Always Prioritise Guest Safety
Every off-property recommendation includes safety context — neighbourhood guidance, late-night transport options, and emergency services proximity. If something goes wrong at a recommended venue, Lucy escalates to hotel staff immediately.
Simple, Honest Pricing
No per-seat licences. No module stacking. One transparent monthly licence (base plus a simple per-room rate above tier thresholds) covers core platform access without per-seat fees; voice and any capacity upgrades are optional. Optional capacity upgrades available for peak periods — clearly priced, never hidden.
Your tier is determined by your room count — not chosen arbitrarily. Properties with 10–75 rooms fall into the Boutique tier; 76–200 rooms into the Sponsored tier; 201+ rooms into the Direct tier. All tiers include every feature — the only difference is property size. Request a tailored quote for your room count.
Text-only baseline
Right-sized pricing for boutique and heritage properties (10–75 rooms). £250/month base (includes first 20 rooms) plus £10/room/month for rooms 21–75 (e.g. 25 rooms = £300/mo, 50 rooms = £550/mo). 50/50 vendor commission split keeps your licence affordable.
Text-only baseline
Lucy earns a commission on vendor bookings (OpenTable, experiences, etc.) made through the platform, subsidising your licence fee. Hotel retains 25% of vendor commission and pays only the reduced licence fee.
Text-only baseline
Direct subscription from £2,100/month plus £8 per room per month above 200 rooms (e.g. 300 rooms = £2,900/month), with voice available as an add-on. Hotel retains 85% of vendor commission; Lucy AI keeps a 15% share. Prices exclude VAT.
Pricing by Property Size
Lucy's pricing is simple and published: a flat monthly base per tier, a small per-room rate only above 100 rooms (Sponsored) or 200 rooms (Direct), and a one-off onboarding fee. No hidden fees. Core platform access is included; voice and capacity terms are quoted separately.
| Property Size | Text-Only | With Voice |
|---|---|---|
| 10–75 rooms | £250.00/mo + £10.00/room above 20 | + £75.00/mo voice |
| 76–200 rooms | £1,000/mo + £5.00/room above 100 | + £500.00/mo voice |
| 201+ rooms | £2,100/mo + £8.00/room above 200 | + £500.00/mo voice |
Your tier is determined by room count. Boutique tier is for properties with 10–75 rooms. Sponsored tier is for 76–200 rooms. Direct tier is for 201+ rooms. Founding hotels receive 25% off Year 1 (Boutique) or 30% off Year 1 (Direct; Sponsored has no discount). Voice add-on is optional at every tier. White-glove onboarding (staff training, PMS configuration, vendor setup, brand calibration) is covered by a one-off onboarding fee of £1,600 (£800 for founding hotels) and requires 1–2 weeks of hotel staff coordination.
Core Platform Included — Optional Voice and Capacity Priced Separately
Commercial schedule: one-off standard setup £1,600 (£800 founding); optional voice £75/month Boutique or £500/month Sponsored/Direct; direct booking fee 5%; platform share of attributed upsell revenue 10%. Vendor commission splits are shown below. Annual prepayment reduces licence by 5%; renewal licence rises 5% from Year 2. Founding term is 24 months, with Year 1 licence discounts of 25% Boutique or 30% Direct; Sponsored has no licence discount. Usage allowance and any optional charges must be agreed in the signed quote. Prices exclude applicable VAT.
How Lucy Funds Herself
The Sponsored tier is subsidised by vendor commission on bookings processed through Lucy (dining, experiences, spa, transport). Vendors offer 5–15% commission per category — on the Sponsored tier, the hotel retains 25% and Lucy AI retains 75% to subsidise your monthly licence fee. On the Boutique tier, vendor commission is split 50/50. The Direct tier gives you full white-label control: the hotel retains 85% of vendor commission (Lucy AI keeps a 15% share) and pays the full licence fee. Pricing scales with property size — request a tailored quote for your property.
Illustrative Comparison — Obtain Like-for-Like Supplier Quotes
Competitor pricing is indicative, based on publicly available information and published case studies. Pricing varies significantly by property size, contract terms, and region. Lucy's pricing is transparent — theirs often isn't. Request a tailored quote for accurate comparison.
| Platform | Price (300-room hotel) |
|---|---|
| Lucy (Sponsored, 76–200 rooms) | £1,000–£1,500/mo |
| Lucy (Direct, 300 rooms) | £2,900–£3,400/mo |
| Chatlyn | £4,500–£7,500/mo |
| Duve | £5,000–£8,000/mo |
| Canary | £4,000–£10,000/mo |
| ALICE (Actabl) | £2,000–£5,000/mo |
| Decagon.ai | £8,000–£15,000/mo |
Competitor ranges are unverified management estimates, not supplier quotations. Do not use them for procurement decisions without current like-for-like written quotes.
Optional Capacity Upgrades (Not Required)
The standard usage allowance, any limits and the response when a limit is reached must be specified in your signed quote; no unlimited-use entitlement is implied. These optional upgrades are for properties with exceptionally high guest engagement during peak periods — they are clearly priced, never hidden, and not required for normal operation.
Peak Season Boost
+£250.00/moTiming: Dec, Apr, Sept
Increases daily conversation cap by 50%
Unlimited Pool
+£500.00/moTiming: All year
Removes daily conversation cap entirely
Ready to Transform Your Guest Experience?
Boutique properties start at £250.00/mo (+£10/room above 20). Full-service hotels start at £1,000/mo (Sponsored, plus £5 per room above 100) or £2,100/mo plus £8 per room above 200 (Direct). All prices exclude VAT. Add voice when ready. A one-off onboarding fee applies. See Lucy in action at your property.
Funding Opportunities — Eligibility Must Be Verified
No grant award, hotel tax credit or funding allocation is secured or included in the commercial model. Eligibility, current open calls, eligible research costs, consortium allocations and national tax treatment require official documentation and independent specialist advice. Routine software purchases must not be assumed eligible for research tax relief. The former €50,000 SME Instrument Phase 1 closed in 2019 and is not a current offer.
Model Your ROI — Interactive Calculator
Adjust room count, occupancy, ADR, and tier to see your projected revenue, savings, and net position. All figures scale to your property size and update in real-time. Boutique hotels (10+ rooms) are fully supported.
Interactive ROI Calculator
Adjust the sliders to model your property. All figures update in real-time and scale to your room count.
Range: 10 (boutique) – 500 (large resort)
All prices exclude VAT (20% added on invoice).
Modelled benefit
+£113,615
+£378.72/room
Savings
+£46,000
+£153.33/room
Cost
−£36,400
−£121.33/room
Modelled Year 1 contribution
+£77,215
+£257.38/room
Incl. indirect savings: +£123,215
Not counted in the figures above unless you enter an amount. The list below is illustrative for a 300-room luxury hotel.
Chatbot / AI assistant
£200/mo
Translation tool
£100/mo
Concierge / guest app
£150/mo
Upsell engine
£100/mo
Review manager
£150/mo
CRM / Loyalty platform
£200/mo
Feedback / Survey tool
£100/mo
Digital compendium / directory
£100/mo
In-room tablet software
£150/mo
PMS guest communication module
£200/mo
Booking engine subscription
£200/mo
Existing software
£1650/mo
→
Lucy (Direct)
£2,900/mo
Licence offset
57% covered
| Line Item | Without | With Lucy | Net Impact |
|---|---|---|---|
| OTA commission saved | £0 | +£32,193 | +£32,193 |
| Vendor commission | £0 | +£15,302 | +£15,302 |
| In-stay upsells | £0 | +£4,800 | +£4,800 |
| Review-driven bookings | £0 | £0 | £0 |
| Direct booking engine | £0 | +£61,320 | +£61,320 |
| Staff redeployment value | £0 | +£46,000 | +£46,000 |
| Software avoidance (optional, hotel-entered) | £0 | £0 | £0 |
| Lucy platform cost | £0 | −£36,400 | −£36,400 |
| Net Annual Position | £0 | +£123,215 | +£123,215 |
Break-even at Month 0.2 — illustrative setup recovery, not a profit guarantee.
300-room hotel · 80% occupancy · Direct tier · Illustrative base case
Modelled Year 1 contribution: +£77,215 (+£257.38/room)
Net (direct revenue, 5 streams)
+£77,215
Net (incl. indirect savings)
+£123,215
Gross benefit
£159,615
Platform cost (annual)
£36,400
ROI
212%
Payback period
0.2 months
DISCLAIMER
These projections are pre-deployment estimates based on industry benchmarks and assumed conversion rates — not historical results. Actual results depend on implementation quality, guest profile, market conditions, and vendor partner recruitment. Year 1 cost includes standard setup, licence and selected voice. Upsells use an illustrative 50% fulfilment margin less a 10% platform share; review attribution defaults to zero. Booking channels share a capped OTA pool and both deduct the 5% booking fee. Staff capacity is not cash saved, and these estimates are not operating profit. Vendor commission is retained 85% by the hotel on the Direct tier (15% to Lucy AI), 25% on the Sponsored tier (75% to Lucy AI), and split 50/50 on the Boutique tier. Indirect savings (staff redeployment, software avoidance) represent redeployed labour and avoided cost — not new cash revenue. Use these figures for planning purposes only. Request a custom ROI model for your property.
Technical Architecture & Blueprints
Detailed system architecture, memory entity models, prompt layers, and autonomous systems are password-protected to prevent competitive replication. Enter the founder access code to unlock.
Data Processor Inventory — Password Protected
The implementation sub-processor inventory and supplier verification register are restricted to authorised hotel data-protection officers, investors, and auditors. Enter the access code to view.
Security Controls and Verification Requirements
Implemented controls, limitations and remaining procurement evidence. This is not a compliance certificate.
Privacy and guest memory
Persistent memory in the reviewed streaming conversation path requires the signed-in identity and is scoped to this deployment’s property. Public demo conversations do not establish verified guest identity. Other guest-data paths require independent access-control testing before hotel use.
Audit records
Audit and privacy records support investigation. Administrators can edit or delete current records; these are not immutable or tamper-proof logs. Independent tamper-resistant retention remains a deployment requirement.
Payment handling
Stripe handles supported payment flows. Using Stripe does not certify Lucy or the hotel as PCI-DSS compliant. The complete payment interface, integration scope and applicable merchant assessment require review before rollout.
Data protection
Consent, erasure and access-request tools are implemented, but their existence is not a legal compliance certification. A hotel-specific data map, lawful basis, retention schedule, impact assessment and tested deletion process are required.
Property isolation
The reviewed streaming deployment is bound server-side to one property and scopes its memory queries accordingly. This is not proof that every operational feature is ready for shared multi-hotel use; cross-property isolation must be independently verified before adding hotels.
AI safeguards and human oversight
Golden Rules, hotel context and approved partner data guide responses. AI can still be inaccurate. The streaming path does not run every separate rule validator before speech. Staff confirmation remains necessary for safety, suitability, availability and completed actions.
Security assurance
An independent security assessment and legal review remain procurement gates. No SOC 2, NIS2, accessibility or application-level PCI certification is asserted. Incident automation is not a substitute for a staffed response process.
Templates are not executed agreements or legal advice. Supplier evidence and qualified legal review are required before signing.
UK Regulatory Compliance Suite
Lucy includes a comprehensive suite of 25 UK regulatory compliance modules — each backed by a dedicated database entity, a dedicated page, and wired into the Hotel Operations Hub navigation. From EICR electrical safety to COSHH chemical registers, from RIDDOR accident reporting to UK GDPR breach management — your property's compliance is managed, tracked, and audit-ready within a single platform. We are not aware of any competitor that offers an equivalent built-in regulatory compliance suite at this depth.
EICR Register
BS7671 (Electrical Safety)
Fixed wiring electrical installation condition reports. Tracks inspection date, competent person, result (satisfactory/unsatisfactory), certificate reference, C1/C2/C3 defect codes, and next due date (maximum 5 years).
Gas Safety Register
Gas Safety Regs 1998 (CP12)
Gas appliance safety records for boilers, cookers, hobs, water heaters, and fires. Tracks Gas Safe registered engineer, gas safe number, CP12 certificate reference, and next due date.
Fire Safety Log Book
RRFSO 2005
Fire safety checks including alarm tests, emergency lighting, fire drills, extinguisher checks, and fire door checks. Tracks result (pass/fail/partial), location, and next due date.
Fire Risk Assessment
RRFSO 2005
Comprehensive fire risk assessments covering premises, hazards, persons at risk, and control measures. Required under the Regulatory Reform (Fire Safety) Order 2005.
Legionella Temperature Log
HSE ACOP L8
Water temperature monitoring for legionella prevention. Tracks tap type, temperature, in-range status, and corrective actions. Required under HSE Approved Code of Practice L8.
COSHH Register
COSHH Regs 2002
Control of Substances Hazardous to Health. Tracks product name, hazard level, storage location, safety data sheet URL, and first aid measures for every chemical on site.
HACCP Temperature Log
EC 852/2004 (Food Hygiene)
Food safety temperature monitoring for refrigerators, freezers, and hot holding. Tracks temperature, check time, and corrective action when out of range.
Asbestos Register
CAR 2012
Asbestos-containing material register under the Control of Asbestos Regulations 2012. Tracks location, material type, condition, risk level, and management action (manage, encapsulate, remove, monitor).
Accident Book
RIDDOR 2013
Accident recording for guests, staff, contractors, and visitors. Tracks injury type, severity, first aid administered, hospital visit, and RIDDOR reportable status with HSE reference number.
PAT Testing Register
Electricity at Work Regs 1989
Portable Appliance Testing records for all portable electrical equipment. Tracks item name, asset tag, test date, result (pass/fail/visual only), and next due date.
Lift Inspection Log
LOLER 1998 / PUWER 1998
Lift thorough examination and routine service records under Lifting Operations and Lifting Equipment Regulations. Tracks lift identifier, inspection type, result, defects, and next due date.
Pest Control Log
Food Safety Act 1990
Pest control activity and monitoring logs. Tracks pest type, location, action taken, and next visit date. Required for food safety compliance.
Waste Transfer Log
Environmental Protection Act 1990
Waste transfer notes for general, recyclable, food, hazardous, glass, and cardboard waste. Tracks licensed waste carrier, carrier license, disposal site, and consignment note reference.
First Aid Kit Check
Health & Safety (First Aid) Regs 1981
First aid kit inspection records. Tracks kit location, items complete status, missing items, expired items, restocked status, and next check date.
Noise Complaint Register
Environmental Protection Act 1990
Noise complaint tracking for statutory nuisance. Tracks complainant type, noise source, status, and resolution timestamp.
Emergency Command Centre
RRFSO 2005 / NIS2
Emergency protocol management with severity levels, escalation steps, and contact lists. Integrates with NIS2 directive breach notification requirements.
Premises Licence Tracker
Licensing Act 2003
Premises licence, personal licence, DPS, and club premises certificate tracking. Tracks licence number, holder name, issuing authority, conditions, and expiry date.
Health & Safety Policy Register
HSWA 1974
Health and safety policy document register under the Health and Safety at Work Act 1974. Tracks policy title, version, issue date, review due date (must be reviewed annually), and approval status.
Risk Assessment Register
MHSWR 1999
Risk assessment records under the Management of Health and Safety at Work Regulations. Tracks task or area, department, hazards, who is at risk, risk level, and control measures.
Property Walk Audit
HSWA 1974
Property walk audit records for daily, weekly, monthly, and pre-event inspections. Tracks areas checked, defects found, defect count, actions taken, follow-up requirements, and overall rating.
Manual Handling Assessment
MHOR 1992
Manual handling operation risk assessments. Tracks task name, load weight, frequency, risk level, existing control measures, and recommendations.
Lone Worker Monitor
HSWA 1974 / MHSWR
Lone worker check-in system for staff working alone. Tracks staff name, check-in time, location, status, and next check-in time.
DBS Check Tracker
Safeguarding Vulnerable Groups Act 2006
Disclosure and Barring Service criminal record check tracking. Tracks DBS type, check date, result, and renewal due date.
Staff Holiday Manager
Working Time Regs 1998
Staff leave management under the Working Time Regulations. Tracks staff name, department, leave type (annual, sick, unpaid, compassionate, maternity), dates, days off, and approval status.
GDPR Breach Register
UK GDPR / DPA 2018
Personal data breach register as required under UK GDPR Article 33. Tracks breach type, discovery date, severity, containment measures, and notification status.
135 Operational Tools Across 18 Sections
The UK Regulatory Compliance Suite is part of Lucy's Hotel Operations Hub — a staff-facing command centre comprising 135 operational tools across 18 sections. Every tool has a dedicated page, a dedicated entity, and is wired into the hub navigation. This is a code-complete count based on internal review — production validation requires the first live deployment.
135
Operational Tools
18
Sections
25
UK Compliance Modules
0
Gaps Identified (Internal Review)
Performance Targets and Evidence Limits
No live hotel performance record is established. Historical seven-case booking smoke tests are limited functional checks, not stress tests or proof of audible response time. Raw dated results and a reproducible method are required before claiming verified latency.
Fast-path text response
Under 500 milliseconds
Engineering target, not a service guarantee
Complex conversation response
Under 3 seconds target; third-party calls vary
Engineering target, not a service guarantee
Monthly availability
99.5% target, not a measured production result
Engineering target, not a service guarantee
Concurrent sessions
10,000+ engineering ambition, not demonstrated capacity
Engineering target, not a service guarantee
Text generation, first audible playback, completed booking and vendor acceptance are different measurements. The reviewed conversation service records text timing only; it no longer substitutes an assumed delay for measured audio playback. Peak-load, mobile, multilingual, failover and recovery tests remain launch gates.
Implementation Timeline
From contract to full guest go-live in approximately 4–6 weeks. No long IT project. No rip-and-replace. Smaller properties may complete in 3 weeks. PMS certification is not yet completed for any connector — this is the critical-path dependency and may extend the timeline to 6–8 weeks if integration issues arise during first live deployment.
🔍
Week 1
Discovery & Configuration
Hotel profile, brand voice, vendor directory, PMS credentials, room mapping. Lucy HQ panel configured.
⚙️
Week 2
Integration & Testing
PMS sync validated, Stripe payment flows tested, voice pipeline calibrated, staff trained on dashboard.
🚀
Week 3
Soft Launch
Lucy live in app for staff testing. Golden Rules enforcement verified. Vendor booking flow tested end-to-end.
✅
Week 4
Full Guest Go-Live
Lucy available to all guests. QR codes in rooms. Post-stay feedback surveys active. Handover to hotel team.
Timeline is a management projection based on a single-property deployment. Multi-property or group-level rollouts may extend timeline. PMS certification (Mews, Opera, Cloudbeds, Apaleo) is the critical-path dependency — none are certified as of October 2026.
Explore a heritage-hotel demonstration scenario
- Built and configured for a 5-star London hotel deployment scenario
- Every screen shown on this site is the real guest app, not a mock-up
- Live guest-facing metrics will be published only once measured in a partner hotel
Become a Founding Hotel
Lucy is available for a supervised pilot, subject to security, integration and operational acceptance checks. We are selecting up to 15 founding hotel partners (starting with an initial cohort of 3–5 properties) for our first live deployments. Founding partners receive:
- 30% reduced Year 1 licence for Direct-tier hotels (201+ rooms), or 25% for Boutique properties (10–75 rooms) — plus 50% off the one-off onboarding fee
- Direct input into the product roadmap
- Co-marketing opportunities and case study exposure
- White-glove onboarding included (£800 founding setup fee, 50% off standard £1,600)
- Priority access to new features before general release
Founding Partners
First 15 Hotels
Year 1 Licence
25–30% Off
Target Go-Live
3–6 Weeks
Founding Setup Fee
£800 (50% Off)
Book a Demo
See Lucy in action at your property. Contact our team to arrange a live demo — not a slide deck, not a recorded video. Lucy handles real guest requests, processes real bookings, speaks 30 languages, and adapts her personality in real time.
Book a DemoVisualize Lucy at your hotel
Tell us about your property and we'll schedule a live demo of Lucy. The demo is free and carries no obligation.