1. Introduction

What is GiGi AI?

GiGi AI is a next-generation conversational AI platform designed to act as a 24/7 digital staff member for your hotel. It integrates directly with your PMS to automate tasks, delight guests, and unlock new revenue streams.

In today's landscape, guests demand instant, personalized service, while hotels face challenges like high call volumes and staff limitations. GiGi solves these problems by handling hundreds of interactions—from both guests and staff—with a natural, human-like voice, ensuring no inquiry is missed and every guest feels valued.

Core Architecture: How GiGi Works

GiGi is not a standalone app but a powerful integration between three best-in-class platforms. Understanding this architecture is key to understanding its power.

1. Voice AI (The "Ears and Mouth"): This is the advanced conversational AI that provides the human-like voice. It can understand natural language, handle interruptions, and hold complex, multilingual conversations over the phone.

2. Backend Automation (The "Brain and Nervous System"): This is the automation and workflow platform. It acts as the central hub, containing all the business logic. When Voice AI hears a request, it sends the information to Make.com, which then decides what to do.

3. PMS (The "Single Source of Truth"): This is your hotel's operational database. Automation connects to the PMS to fetch information (e.g., "Is room 402 available for late check-out?") and, most importantly, take action (e.g., "Post a €30 late check-out fee to the guest's folio").

This synergy allows GiGi to move beyond simple "chatbots" and perform real, automated tasks that directly impact your operations and revenue.

2. Prerequisites & Setup

Prerequisites

To use GiGi AI, your hotel must have active subscriptions to the following three services:

• PMS

• Make.com (with a sufficient plan for the number of operations you expect)

• Vapi.ai (for the voice agent and telephony)

High-Level Setup Guide

The GiGi integration is connected by configuring these services to communicate. While our team will guide you through this, the basic steps are:

1. Authorize Connections: Connect your Apaleo account to your Make.com account using the official Apaleo app in Make.com.

2. Configure Vapi Agent: Set up your GiGi voice agent in Vapi.ai, providing it with its name, voice, and initial instructions.

3. Link Vapi to Make.com: Configure the Vapi agent to send all data (transcripts, extracted information) to a unique webhook in Make.com.

4. Install GiGi Scenarios: Import the pre-built GiGi workflow templates into your Make.com account. This installs the "brain" for all the features listed below.

5. Configure Apaleo Webhooks: For proactive, outbound calls (like pre-arrival confirmations), set up webhooks in Apaleo (e.g., "New Reservation," "Check-out") to trigger the corresponding scenarios in Make.com.

6. Test & Deploy: Make test calls to the dedicated GiGi phone number to ensure all systems are communicating correctly.

3. Feature Guide

GiGi's features are grouped into three key areas, matching the pricing plans:

Module 1: Operations & Efficiency (Back-of-House)

These features streamline internal processes, reduce manual work for staff, and improve inter-departmental communication.

Voice-Powered Housekeeping Updates

• What it is: A housekeeper finishes cleaning a room. They call the GiGi number from their phone (or the room phone) and say, "Room 402 is now clean and inspected."

• How it works: Vapi transcribes this. Make.com parses the room number ("402") and status ("clean"). It then makes an API call to Apaleo to instantly update the room's status from 'Dirty' to 'Clean'.

• Business Value: Radically speeds up room turnover. The front desk gets real-time room availability, leading to earlier check-ins and happier guests.

Hands-Free Maintenance Reporting

• What it is: Any staff member spots an issue (e.g., a broken light, a running toilet). They call GiGi and say, "Report a maintenance ticket for room 315. The TV remote has dead batteries."

• How it works: Make.com parses the report and location. It can then automatically create a ticket in your maintenance software or, at a minimum, log a note on the room's profile in Apaleo for the front desk to see.

• Business Value: Faster, more accurate reporting of issues. Creates a digital log and ensures problems are fixed before they become a guest complaint.

Automated Minibar Consumption Posting

• What it is: A minibar attendant restocks a room and calls GiGi: "Charge one water and one snack to room 402."

• How it works: Make.com identifies the items, looks up their price, and posts the charges directly to the guest's folio in Apaleo.

• Business Value: Faster and far less error-prone than manual entry. Captures all ancillary revenue.

Module 2: Guest Experience & Services (Front-of-House)

These features handle common guest-facing interactions, providing instant, 24/7 service and reducing the workload on your front desk.

Intelligent Pre-Arrival Concierge (Outbound Call)

• What it is: 24-48 hours before a guest's check-in, GiGi places an automated, natural-sounding call.

• How it works: An Apaleo "Upcoming Reservation" webhook triggers a Make.com scenario. GiGi calls the guest, confirms their booking details ("Hi [Guest Name], I'm just confirming your booking..."), and can even offer upsells ("Would you like to add airport transfer?").

• Business Value: Delights guests with proactive service, reduces pre-arrival anxiety, and opens an early, high-conversion upsell opportunity.

In-Room Voice Assistant (Inbound Call)

• What it is: A guest in their room calls the GiGi number (e.g., a "Concierge" button on their phone). They can ask questions ("What time does the pool close?") or make requests ("I need two more towels in room 402").

• How it works: For simple FAQs, GiGi provides an instant answer. For service requests, Make.com routes the request (with the room number) to the correct department (e.g., housekeeping, room service) via your preferred method (e.g., email, text, or staff app).

• Business Value: Provides instant service for guests, reduces call volume to the operator, and creates a digital log of all requests.

Automated Late Check-Out

• What it is: A guest calls GiGi to request a late check-out.

• How it works: GiGi asks for the desired time. In the background, Make.com triggers an Apaleo API call to check if the room is available (i.e., not booked for that evening).

  • If Yes: GiGi confirms the late check-out, informs the guest of any fees ("We can do 2 PM for a €30 fee. Shall I confirm that?"), and automatically posts the charge to their folio.

  • If No: GiGi politely informs the guest that a late check-out isn't possible and wishes them a pleasant stay.

• Business Value: A huge time-saver for the front desk, generates ancillary revenue automatically, and provides instant gratification for the guest.

Module 3: Revenue & Business Intelligence (Advanced)

These features leverage the full power of the system to proactively generate revenue and provide high-level insights.

Proactive Mid-Stay Service Offers (Outbound Call)

• What it is: For guests on longer stays (e.g., 3+ nights), GiGi can place an automated, unobtrusive call on day 2.

• How it works: A Make.com scenario identifies eligible guests from Apaleo data and triggers an outbound call: "Hi Ms. Smith, I hope you're enjoying your stay. I just wanted to let you know our restaurant has a 2-for-1 special tonight. Can I book you a table?"

• Business Value: Drives traffic to on-site amenities (restaurants, spa), increases ancillary revenue, and feels like personalized, high-touch service.

Post-Stay Feedback & Re-Booking Offer (Outbound Call)

• What it is: A day after check-out, GiGi calls the guest to collect feedback.

• How it works: GiGi first asks for a simple satisfaction score ("On a scale of 1 to 5, how was your stay?").

  • If the score is high (4 or 5): GiGi immediately follows up: "We're so glad you enjoyed it! As a thank you, we've just sent you an email with a 15% discount code for your next stay."

  • If the score is low (1-3): GiGi shows empathy ("We're so sorry to hear that. A manager will be in touch shortly.") and flags the guest for a personal follow-up.

• Business Value: Captures valuable feedback while the experience is fresh and strikes while the iron is hot to encourage repeat bookings and build loyalty.

Voice-Driven Business Intelligence (BI)

• What it is: A premium feature for General Managers. The GM can call GiGi and ask for key hotel metrics.

• How it works: The GM calls: "GiGi, what's our occupancy for tonight?" or "What is our RevPAR for the month so far?". Make.com queries the relevant Apaleo reports endpoints, performs the calculation, and Vapi synthesizes an audio answer: "Occupancy for tonight is currently at 82%, with 120 arrivals."

• Business Value: Provides instant, on-demand access to critical data for hotel leadership, anywhere, anytime.

4. Apaleo API Integration Details

The following table outlines the key Apaleo API endpoints leveraged by GiGi via Make.com.

Feature

Apaleo API Endpoint(s) Used

How It's Used

Housekeeping Updates

housekeeping/{id}, rooms

To change a room's cleaning status (e.g., 'Dirty' to 'Clean').

Maintenance Reporting

rooms/{id}/notes

To add an internal note about a maintenance issue to the room profile.

Minibar/Service Posting

folios/{id}/charges

To post a new charge (e.g., "Water $5") directly to the guest's folio.

Late Check-Out

reservations/{id}, folios/{id}/charges

To check room availability/occupancy and to post the late check-out fee.

Pre-Arrival Concierge

reservations/{id}, bookers/{id}, services, folios/{id}

To get guest name, confirm booking, and add upsell services to the folio.

Voice-Driven BI

reports/occupancy-report, reports/in-house-report, reservations, folios

To fetch raw data for calculating KPIs like Occupancy % and RevPAR.

Mid-Stay Check-in

reservations/{id}

To check stay duration and identify guests for a proactive check-in call.

Post-Stay Feedback

bookers/{id}

To log transcribed feedback in the guest's profile for future personalization.

5. Appendix: Sample Call Scripts

These are base templates. All scripts can be customized to match your hotel's brand and tone.

1. Pre-Arrival Confirmation & Upsell

"Hi [Guest Name], this is GiGi, the digital concierge from [Hotel Name]. I'm just calling to confirm your booking for a King Room arriving tomorrow, [Date]. To make your arrival smoother, I can also help with adding airport transfer or pre-booking a spa treatment. Are you interested in any of those?"

2. Mid-Stay Check-in

"Hello [Guest Name], GiGi calling from the front desk. I just wanted to ensure everything with your room is perfect and see if you need anything, like fresh towels or a restaurant recommendation for tonight."

3. Proactive Mid-Stay Offer

"Hi Ms. Smith, this is your virtual concierge at [Hotel Name]. I hope you're enjoying your stay. I just wanted to let you know that our restaurant has a 2-for-1 special on main courses tonight. Can I book you a table?"

4. Post-Stay Feedback & Re-Booking Offer

"Hi [Guest Name], thank you for staying with us at [Hotel Name]. On a scale of 1 to 5, with 5 being excellent, how was your overall stay? ... [Guest responds '5'] ... That's wonderful to hear! We're so glad you enjoyed it. As a special thank you, I've just sent an email to you with a 15% discount code for your next stay with us."