AI agents for hotel operations.
From the first guest call to the work that happens after it.
Swop Labs helps hotel teams answer guests on the phone and WhatsApp, and turns their requests into tracked work for housekeeping, engineering, the front office and F&B.
Hotels run on handoffs.
- The front desk is checking in a guest while the phone rings and messages pile up.
- A request for towels becomes a call, a radio message and a note, and no one is quite sure it was done.
- By the morning meeting, managers are still piecing the night together from reports, chats and logbooks.
That’s where we start.
Service for the guest. Follow-through for the hotel.
Step 1
Guest reaches out
By phone or WhatsApp, the channels they already use.
WhatsApp · Room 1807
Guest: Could we get two extra towels in 1807?
Step 2
Swop responds
Using your property’s information, it answers everyday questions and handles requests naturally.
Swop
Swop: Of course. I’ve sent that to housekeeping and I’ll let you know once they’re delivered.
Step 3
The request becomes work
A structured request goes to the right team, instead of staying inside the conversation.
Room 1807 · Housekeeping
2 × bath towels
Due 11:58 pm
DeliveredStep 4
The guest stays informed
Swop confirms progress or completion, and hands over to staff with context when a person is needed.
Guest updated
Swop: Your towels have been delivered to 1807. Anything else I can help with?
One set of agents, from the guest to the GM.
Configured for your property and working across three parts of the hotel.
Guests
Answer every guest.
Calls and WhatsApp messages answered day and night, with a colleague brought in when it matters.
- Guest: Hi, is the pool open this evening?
- Agent: Yes, until 10 pm. Towels are at the pool desk. Anything else?
Operations
Turn requests into finished work.
Every request becomes a tracked job for the right team, followed up until it’s done.
Room 1416 · Engineering
Bathroom light flickering
Due 9:40 pm
In progressManagement
Know what needs attention.
We’re building this with pilot hotels: one view of what’s overdue, what keeps repeating and where teams are under pressure, so managers spend less time reading reports and more time acting.
Morning brief · 8:15 am
Pilot preview- 1203 · AC not cooling · 22 min past targetOverdue
- 914 · Third shower-pressure requestRepeating
- Housekeeping · 3 of 14 still openUnder pressure
- Confirm 1203 before the 9:00 am handoverNext
What it looks like on a real shift.
11:48 pm
Housekeeping
A guest messages asking for an extra pillow and blanket. The agent confirms, creates a housekeeping request with a due time, and lets the guest know once it’s delivered.
Room 2214 · Housekeeping
1 × pillow · 1 × blanket
Due 11:58 pm
In progress2:10 am
Concierge
A guest calls to arrange an early airport transfer. Flight time and passenger count are captured and passed straight to transport.
Room 604 · Transport
Voice callAirport transfer · 5:30 am pickup
Flight at 8:05 am · 2 passengers
Passed to transport7:30 am
Engineering
The air-conditioning in 1203 isn’t cooling. A priority request goes to engineering. If it’s still open past its target time, it’s flagged to the duty manager.
Room 1203 · Engineering
Air-conditioning not cooling
Priority · 15 min target
Overdue · duty manager alerted8:15 am
Management
In development with pilot hotelsBefore the morning meeting, the operations manager sees the night at a glance.
Morning brief · 8:15 am
Pilot previewOvernight: 23 requests, 2 need attention.
- OverdueRoom 1203 · Air-conditioning not cooling · 22 min past target
- RepeatingRoom 914 · Third shower-pressure request this week
- Under pressureHousekeeping · 14 requests since 6:00 am, 3 still open
- NextConfirm 1203 with engineering before the 9:00 am handover
Illustrative examples. Every property’s workflows are set up with its own team.
Fits your operation. Answers to your team.
Built around how you already work.
You keep your PMS, your phone lines, WhatsApp and your department routines. We learn how requests move through your property today and configure the agents to fit. Which systems we connect to is scoped with you during the pilot.
Your team stays in charge.
Clear handoffs.
Complaints, emergencies and exceptions go to the right person with the full conversation attached.
Defined actions.
Each agent can only do what it has been set up to do for your property.
Approval where you want it.
In development with pilot hotelsHuman sign-off for higher-stakes actions.
Start with the work that takes the most time.
We learn how your property operates, identify the workflows consuming the most manual time, and build the initial pilot around your existing processes, using Swop Labs’ agents for guest communication, operations and management.
- No software fee
- No implementation fee
- No long-term commitment
- Built around your existing processes
- A conversation about how your hotel operates today and where AI could remove the most manual work.
- We learn your operation: how requests, handoffs and reporting actually flow.
- We build the initial pilot around your existing processes.
- We review it together and decide what comes next.
A small team that shows up.
We’re a founder-led team working directly with every pilot hotel: learning how shifts really run and building the product around what we find.
— The Swop Labs teamAbout us
Common questions.
What can the agents handle today?
Guest calls and WhatsApp messages, everyday questions, and requests for housekeeping, engineering, in-room dining, restaurant and spa bookings, concierge and transport. Each is logged as a tracked request, with escalation to your team when needed.
Does this replace our PMS?
No. Swop Labs works alongside your PMS and existing tools. Which systems we connect to, and how, is scoped with you during the pilot.
Do we need to change our phone or request systems?
No. We start from your current setup and fit around it.
What happens when the AI shouldn’t decide?
It hands over. Complaints, emergencies and anything outside what you’ve approved go to the right person with full context.
How does the free pilot work?
We learn how your property operates, identify where manual time goes, and build the initial pilot around your existing processes. There’s no software fee, no implementation fee and no long-term commitment.
Where do hotels usually start?
Wherever the team loses the most time. That’s often after-hours guest messages, housekeeping and engineering requests, or the morning handover.
Which languages do the agents speak?
Swop Labs supports many languages, including English, Spanish, Mandarin, and Bahasa Indonesia.