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Booking · Agoda · MMT · OYO · Cleartrip · Goibibo and your direct site share one rate-and-availability pool. Vernacular WA from confirm to NPS.
T-3 WA card: passport, ETA, breakfast, pickup. In-stay: housekeeping, F&B, late-checkout. Front-desk queue drops 40-55%.
OTA + walk-in + direct in one view. Folio in PG (audit-grade), housekeeping in Mongo. One reservation, never a double sale.
<code>reservations.upgrade</code>, <code>folio.charge</code>, <code>housekeeping.dispatch</code>, <code>banquet.hold</code> — every action audit-logged with tenant-confusion guard.
Generic CRMs treat a hotel like a B2B sales pipeline. They miss room-type / rate-plan combinatorics, OTA rate-parity, banquet F&B inclusions, fire-NOC expiry, and that the single most important guest channel is WhatsApp — not email. Wendesk's overlay is built around how Indian properties actually run.
Booking.com sees 4 rooms, Agoda 6, MMT 3 — same physical hotel. A 20-second sync gap on a flash-sale weekend means double-bookings and OTA penalty marks. Wendesk's atomic decrement holds inventory in one pool and pushes to all 8 OTAs inside 30-60 seconds.
Free-cancel OTA bookings turn into ghost reservations. Without proactive outreach, F&B is over-prepped and rooms sit blocked. Wendesk's predictor flags high-risk arrivals 48h out and fires a paid-deposit nudge — drops no-shows from 25% to 9% on the median resort cohort.
Kitchen preps for occupancy forecast made on Excel. Banquet pipeline is a separate spreadsheet. Result: 18-25% of perishable stock binned weekly. Wendesk's forecaster fuses occupancy + banquet holds + seasonality, drops waste below 8%.
Shift-change WhatsApp groups, paper logs, missed turn-downs. Front-desk doesn't know room 304 is still dirty at 3:47 PM. Wendesk's housekeeping board sits next to the reservation board — one tap marks clean, status hits the OTA in real time.
Wedding inquiry comes via Justdial, banquet confirmation via WhatsApp, room-block via OTA, F&B contract via email. Four channels, zero source of truth. Wendesk's Banquet Booking object stitches the room block, F&B contract, vendor payments, and folio into one record.
Push a rate change once — Wendesk fans it out to every connected OTA inside the median lag shown below. Live channels are wired to the OTA's production push API; Beta channels run on poll-and-push (slightly higher lag, fully reliable). Inventory decrements atomically the moment a booking lands on any channel.
Booking.com
35s sync lag
Agoda
42s sync lag
MakeMyTrip
30s sync lag
OYO
55s sync lag
Cleartrip
48s sync lag
Goibibo
50s sync lag
Airbnb
180s sync lag
Yatra
240s sync lag
8 custom objects ship out of the box for Hospitality. Add more — Vendor Contract · Cab Partner · Spa Therapist Roster · Inventory SKU · Wedding Inquiry — in the admin, no code.
Guest · room · rate-plan · channel (Booking · Agoda · MMT · direct) · status (held → confirmed → in-house → checked-out · cancelled · no-show)
Name · phone · passport · ID-proof · stay-history · LTV · WA opt-in · DPDP consent · loyalty tier
Number · type · category · view · floor · housekeeping status (clean / dirty / inspected / OOO) · maintenance flag
Channel · listing-ID · rate-parity flag · commission % · review score · last sync timestamp
Hall · pax · date-window · F&B menu · vendor list · room-block link · advance · balance
Reservation · room charges · F&B · spa · taxes (GST · LBT) · TCS-on-OTA · settlement (gateway / cash / OTA payout)
Licence + expiry watch · in-stay F&B sale blocked once lapsed
E-invoice IRN on B2B folios · TCS-on-OTA reconciliation
Consent on registration · passport + photo capture · DSR-ready
Fire-NOC · lift · bar-licence expiry calendar with renewal reminders
Hospitality ships with six pre-built WhatsApp flows — booking confirmation, pre-arrival check-in (T-3 days), in-stay concierge (F&B / housekeeping / late checkout), pre-arrival upsell, post-checkout NPS, and rebook nudge at T+30 days.
Reservation lands from Booking · Agoda · MMT · OYO or direct site → WA confirmation in guest language with itinerary, map link, hotel WhatsApp number.
Passport / Aadhaar upload, ETA window, meal-plan, special requests captured 72 hours out. Front-desk queue drops 40-55%.
Three personalised offers fired between confirmation and arrival — room upgrade, spa, candle-lit dinner. Median conversion 14-18%, AOV lift ₹400-2,000/stay.
In-stay: housekeeping, F&B order, late-checkout. Post-stay T+0 NPS card (1-tap rating + Google review nudge if 4★+) · rebook nudge T+30 with personalised rate.
<b>EN + HI from launch.</b> All flows ship in EN + HI. Marathi · Tamil · Telugu · Bengali · Gujarati on Pro tier — essential for Goa-Konkan, South-India, and West-Bengal property clusters.
Industry baselines from 90+ Hospitality tenant cohorts in the V1 codebase (mostly boutique resorts, 3-4 star city hotels, homestay clusters, banquet operators). Your numbers may vary; these are the median.
Pre-arrival WA flow + post-stay rebook nudge shifts ~31% of next-stay traffic from OTA to direct.
from 9% baselineFrom rate change in dashboard to live update on Booking · Agoda · MMT · OYO · Cleartrip · Goibibo.
from 20-40 minutesForecaster fuses occupancy + banquet pipeline + seasonality. Drops perishable bin-rate 18-25% → <8%.
from 18-25% baselinePre-arrival check-in + in-stay concierge + post-stay NPS in vernacular. Net Promoter lifts +27 points on cohort.
from +34 to +61 typicalOnce you grant scoped access at mcp.wendesk.com, your agent can interact with your tenant data — gated by the same 3-part permission matcher as the dashboard.
// Claude calling Wendesk via MCP — upgrade an in-house guest's room POST https://mcp.wendesk.com/mcp Authorization: Bearer eyJ... { "jsonrpc": "2.0", "method": "tools/call", "params": { "name": "industry.hospitality.reservations.upgrade", "arguments": { "reservationId": "CC-7821", "fromRoomType": "DELUXE_SEA_VIEW", "toRoomType": "SUITE_SEA_VIEW", "chargeInPaise": 180000, "reasonCode": "PRE_ARRIVAL_UPSELL", "channelOrigin": "makemytrip" } } } // 200 OK — upgrade booked + folio updated + WA confirmation sent { "upgradeId": "upg_8Hk2Lm", "newRoomNumber": "412", "folioDelta": "+₹1,800", "gatewayTxn": "rzp_pay_QvK4...", "otaParityNotified": true, "waNotified": true, "audit": "via=mcp · client=claude-desktop · acting-for=front-desk-3" }
Same F&B inventory + FSSAI gate + GST e-invoicing for standalone restaurants, QSR chains, and cloud kitchens.
Multi-destination itineraries, vendor payouts, and OTA channel-management for tour operators and DMCs.
Short-stay villas, service apartments, and vacation rentals with RERA listing gates and revenue-management.
Boutique-hotel owners, multi-property GMs, homestay clusters, banquet operators — drop your phone or chat on WhatsApp. We respond within 90 minutes, in English or Hindi, and have your OTA channel manager + folio + housekeeping board live in 4 hours.