Hospitality inquiries are rarely one-question conversations. Guests ask about rooms, rates, amenities, promos, dining, events, membership, booking rules, payment instructions, and niche details that depend on context. BCC is implementing StrataDesk so those questions can be answered consistently across its website and social channels, with human handoff when staff judgment is needed.
Guest interest was spread across too many entry points
BCC's guests can arrive from Facebook, Instagram, website visits, comments, booking questions, and payment-related follow-ups. Each channel can carry a different kind of intent: a quick room question, a promo inquiry, an event request, a payment confirmation, or a niche question about what the club offers.
Slow replies are one risk. Inconsistent answers are a bigger one: if answers about rooms, inclusions, payment instructions, promos, or policies depend on whoever happens to reply, the guest experience becomes harder to trust.
A new website, StrataDesk, and a booking and payment flow
The build combines three surfaces that need to work together: BCC's public website, StrataDesk across guest-facing channels, and the booking and payment flow. The website gives guests a clearer place to understand rooms, amenities, dining, events, promos, FAQs, and contact options.
StrataDesk answers approved guest questions across Facebook, Instagram, website chat, and supported public comments. It can share images, links, quick replies, booking paths, payment instructions, and relevant context when the channel supports it.
For booking and payment support, the system can guide guests through the next step, collect references or proof for BCC review, and hand off conversations that require human confirmation or judgment. Payments go through the gateway, and BCC staff review the payment references.
- AI agents trained on BCC-approved room, amenity, promo, policy, and booking knowledge
- Facebook Messenger, Instagram DM, website chatbot, and supported public comment handling
- Booking inquiry routing and payment gateway support
- Reference collection and manual review workflow for BCC staff
- Unified inbox with tagging, staff assignment, notes, search, and escalation status
Where the project stands
The BCC implementation is in progress. This page covers what we are building and which guest workflows it supports. We'll update it with results after launch.
