TrustYou and Apaleo launch Magic Moments for 24/7 AI-powered hotel guest communication

The tool promises an immediate response to every customer enquiry

TrustYou, the AI-first hospitality platform, and Apaleo, the API-first property management system provider, have jointly launched Magic Moments, an always-on communication layer. The tool promises an immediate response to every customer enquiry, whatever the channel, and keeps a single conversation going before, during and after the stay. Presented in early March at ITB Berlin, the solution shows how AI agents handle concrete requests such as booking a room, adding parking with an EV charging point, or sending WhatsApp confirmations without human intervention.

Ending 'no-reply'

To deliver relevant answers, TrustYou’s AI agents draw on the company’s Customer Experience Platform (CXP) and Customer Data Platform (CDP) to aggregate and activate a 360° guest profile — history, preferences and preferred channels. Apaleo orchestrates these interactions through its PMS, which is built for real-time integrations via API. When a booking is created, an event is sent to the CDP, which automatically initiates the pre-stay conversation. The agent can recognise a returning guest, propose the same room, reuse registration data, add relevant options and confirm via the preferred channel. On WhatsApp, a simple message triggers a tailored offer and a confirmation within seconds.

“At Apaleo, innovation is at the core of what we do. By working closely with TrustYou, one of the most advanced technology providers in hospitality, we’ve developed a real use case that brings this ambition to life. This functionality enables CRM and PMS platforms to work seamlessly together, giving our clients a clear step toward the future,” said Uli Pillau, Apaleo CEO and co-founder.

The two partners aim to tackle the long-standing fragmentation of hotel communications — from ‘no-reply’ emails and siloed channels to guests being asked to repeat themselves. By promising that no message goes unanswered, hotels hope to cut friction, convert more conversations into direct bookings and ancillary sales, and lighten operational workloads. Recognising loyal guests, made possible by cross-channel memory, is intended to lift satisfaction and retention without leaning on discounts. Around-the-clock, multilingual operation also raises the service bar.