Five lodges, one system: a hospitality group's digital leap
Illustrative case study · Client details and outcomes await verification. A safari group replaced five paper booking books with one platform — and an AI concierge that sells rooms while managers sleep.
What changed
The starting point
Savanna Lodges' five properties each managed reservations independently — in books, spreadsheets and one ageing desktop system. Group availability required five phone calls, and double bookings were a monthly embarrassment.
OTA platforms delivered the majority of bookings at 15–25% commission, while enquiries from the group's own website went unanswered overnight — precisely when European and American guests were browsing.
What we built
HLM deployed HLM Hotel across all properties with a central reservations view, then connected a commission-free booking engine to the group's redesigned website with international card and local payment support.
An HLM AI concierge now answers enquiries on the website and WhatsApp around the clock — availability, rates, itineraries — and completes bookings or hands over to reservations staff each morning.
How the rollout ran
Phased, transparent, and designed to earn trust at every gate.
Month 1: Flagship pilot
The largest lodge migrated first: rooms, rates and forward bookings imported; staff trained on-site.
Month 2: Group rollout
Remaining properties onboarded one per week; central reservations dashboard activated for head office.
Month 3: Direct channel launch
New website and booking engine went live with payment gateway integration and OTA channel sync.
Month 4: AI concierge
Assistant trained on property knowledge, rates and policies; launched on web and WhatsApp with human handover.
Illustrative quotation · not a verified testimonial
“We used to wake up to a full inbox of unanswered booking enquiries. Now we wake up to confirmed reservations the assistant closed overnight.”Group Operations Director
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