--- title: Penta Hotels - Enhancing guest interactions with KITT, the AI Receptionist description: Discover how Penta Hotels enhanced guest engagement across 13 properties by implementing KITT, their KITT AI assistant “Zoe”, as the first point of contact for phone inquiries. --- < Back to Success Stories ![img-01](https://info.thehotelsnetwork.com/hs-fs/hubfs/THN/THN%20-%20EN_CaseStudy_KITT_Penta_Hotels/img-01.webp?width=914&height=651&name=img-01.webp) ** [![logo-THN](https://info.thehotelsnetwork.com/hs-fs/hubfs/2025/Home%20Page/logo-THN.png?width=324&height=140&name=logo-THN.png) ](https://www.thehotelsnetwork.com/en/) ** ## Penta Hotels ## Enhancing guest interactions with KITT, the AI Receptionist [Download PDF ](https://info.thehotelsnetwork.com/hubfs/THN/Landing%20Pages/Case%20Study/THN%20-%20EN_CaseStudy_KITT_Penta_Hotels/THN_Penta_Hotels_KITT_Case_Study.pdf) ![img-02](https://info.thehotelsnetwork.com/hs-fs/hubfs/THN/THN%20-%20EN_CaseStudy_KITT_Penta_Hotels/img-02.webp?width=914&height=651&name=img-02.webp) ## **About Penta Hotels** Penta Hotels is a global collection of stylish, design-led hotels that redefine modern hospitality with a relaxed and social atmosphere. With properties in key destinations across Europe and Asia, Penta blends contemporary comfort with a vibrant, laid-back vibe. Each Penta Hotel features modern, spacious rooms, an inviting Pentalounge that serves as a lively social hub, and a focus on personalized service to make every stay unique. Whether in the heart of a bustling city or a quiet retreat, Penta Hotels offer a refreshing alternative to traditional hotel experiences. ![ico-01](https://info.thehotelsnetwork.com/hs-fs/hubfs/THN/THN%20-%20EN_CaseStudy_KITT_Penta_Hotels/ico-01.png?width=50&height=50&name=ico-01.png) ## The Setup  Penta Hotels implemented KITT across 13 properties on December 23, 2024. KITT, branded by Penta Hotels as “Zoe”, was designated as the first client touchpoint when a client reached out to any Google-listed Penta Hotel phone number. Each property of the brand has a redirection option to a live agent if the guest indicates they prefer to speak to a real person. ![ico-03](https://info.thehotelsnetwork.com/hs-fs/hubfs/2025/Case%20Study/ico-03.webp?width=50&height=50&name=ico-03.webp) ## Objectives 1. Empower Staff with More Time for High-Value Tasks 2. Streamline Non-Reservation Inquiries for Greater Efficiency 3. Offer Seamless Multilingual Guest Support 4. Boost Direct Bookings and Revenue # The Bookings With KITT, no Penta Hotels call or query goes unanswered. Guests receive seamless booking support, including a direct link to complete their reservation in just a few clicks. This link redirects them to Penta Hotels’ booking engine, prefilled with their selected dates and number of guests—eliminating the need to re-enter details and streamlining the booking process. # 21.9% of calls end with the booking link sent by SMS # 57.8% of callers clicked on the SMS link # The Results Time period: 23/12/2024 – 13/02/2025 ### Main Call Topics Availability & Booking Amenities & Services Special Requests ### Top Languages German French English ### 5,487 calls handled by KITT over the seven week period ### 50% Automation Rate Ratio of calls handled without human interaction needed ![ico-04](https://info.thehotelsnetwork.com/hs-fs/hubfs/2025/Case%20Study/ico-04.webp?width=212&height=212&name=ico-04.webp) At first, we weren’t sure how guests would react to AI as their first point of contact, but the feedback on Zoe (KITT) has been largely positive. This transition has made a huge difference in our operations. Routine questions are now answered instantly and it's had a significant impact on both our guests and our team! ![img-11](https://info.thehotelsnetwork.com/hs-fs/hubfs/2025/Case%20Study/img-11.webp?width=400&height=400&name=img-11.webp) Nicolas Charton Head of Reservations Penta Hotels ** ![logo-pentahotels](https://info.thehotelsnetwork.com/hs-fs/hubfs/2025/Case%20Study/logo-pentahotels.webp?width=304&height=60&name=logo-pentahotels.webp) ** # Recommended Readings We are proud to work with an incredible mix of hotel brands who all have one thing in common – **belief in the power of growing their direct booking channel.** Read real stories from these innovators in hospitality who are winning back their direct relationship with guests. ![img-04-1](https://info.thehotelsnetwork.com/hs-fs/hubfs/THN/THN%20-%20EN_CaseStudy_KITT_Penta_Hotels/img-04-1.png?width=400&height=280&name=img-04-1.png) ## **Balboa Bay Resort** Discover how Balboa Bay Resort utilized THN’s Predictive Personalization with advanced machine learning algorithms to achieve a higher booking engine conversion rate than local competitors. [Read Story ](https://info.thehotelsnetwork.com/en/case-study/balboa-bay-resort-predictive-personalization) ![img-05-1](https://info.thehotelsnetwork.com/hs-fs/hubfs/THN/THN%20-%20EN_CaseStudy_KITT_Penta_Hotels/img-05-1.png?width=400&height=280&name=img-05-1.png) ## **Palácio Estoril Hotel** How Palácio Estoril adopted a personalized, data-driven approach using THN’s Predictive Personalization and increased their revenue. [Read Story ](https://info.thehotelsnetwork.com/en/case-study/palacio-estoril-predictive-personalization) ![img-06-1](https://info.thehotelsnetwork.com/hs-fs/hubfs/THN/THN%20-%20EN_CaseStudy_KITT_Penta_Hotels/img-06-1.png?width=400&height=280&name=img-06-1.png) ## **Small Luxury Hotels of the World** How Small Luxury Hotels of the World leveraged various tools from THN’s extensive full-stack growth platform to improve the direct booking experience. [Read Story ](https://info.thehotelsnetwork.com/en/case-study/small-luxury-hotels-of-the-world-guest-centric-personalization)