AI Multi-Agent Concierge & Booking System

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Business Context

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Wilderness Reserve, a UK-based luxury hospitality and private estates group, manages dozens of high-end properties across multiple estates, with bookings ranging from romantic weekends to large-scale group retreats. Customer enquiries were primarily handled via WhatsApp by staff, creating operational strain during peak demand.

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The Challenge

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The business faced high enquiry volume, complex availability logic, and time-intensive manual responses, particularly for large groups requiring multiple nearby properties. Customers also expected instant, concierge-level responses - 24/7. Existing systems contained the data, but there was no intelligent interface to unlock it efficiently.

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Passion Labs’ Process

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Passion Labs led a full discovery, design, and development programme, integrating directly with the client’s existing data cloud availability index. Using a custom Model Context Protocol (MCP) architecture, we separated tooling from the language model to future-proof the system and ensure scalability. WhatsApp integration was delivered via Twilio, maintaining the existing customer entry point.

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The Solution

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We built an AI-powered booking availability agent capable of:

• Answering 100% of general property enquiries automatically
  
  
• Handling flexible date ranges (e.g. “a weekend in October”)
  
  
• Optimising multi-property bookings for groups of 40+ guests
  
  
• Returning availability and pricing in ~20 seconds on average
  
  

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Advanced optimisation algorithms (e.g. CP-SAT) ensured accurate, estate-level recommendations with built-in safety guardrails.

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Impact & ROI

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• 80-90% reduction in manual WhatsApp enquiry handling
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• 24/7 instant response without additional staffing costs
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• Average response latency reduced by 10x
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• Scalable foundation for future AI concierge services

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This project unlocked measurable efficiency gains while preserving the premium customer experience expected in luxury hospitality.