$150K
Revenue Influenced
2x+
Conversion rate for AI-engaged guests
3,000+
Guest conversations handled
About the company
AYANA Bali
AYANA Bali is Southeast Asia's benchmark for luxury hospitality. A 90-hectare clifftop estate with four five-star properties, 970+ keys, 30+ venues including the legendary Rock Bar, and a global guest base that expects five-star service at any hour, in any language.
The Challenge
AYANA's in-person service is world-class. But the pre-arrival digital experience had three structural problems that were costing them bookings — and guests.
01
Around-the-clock demand, no coverage
Guests from Japan, China, Korea, Australia, and Europe inquire outside Bali business hours. Many had already booked elsewhere by the time AYANA's team responded.
02
A four-property estate with context-dependent answers
A question like "Can I use the pools?" requires knowing which property the guest is asking about and their guest status.
03
Multilingual expectations beyond translation
Guests communicate in Indonesian, English, Mandarin, Japanese, and Korean and expect native hospitality terminology, not machine-translated English.
30–50 inquiries/day
Handled manually, no automation
Hours avg. response time
Limited after-hours coverage
No previous AI or chatbot
Zero automation in place
Staff stretched during peak season
Manual handling with no scale
What AYANA's Team Built with Covena
An AI concierge deployed across multiple AYANA website pages, handling six core functions — available 24/7 in five languages.
Room Recommendations
Asks about travel dates, group size, and preferences, then recommends the best fit across all four properties.
Live Pricing & Booking
Integrates with AYANA's pricing API; redirects guests to booking pages with details pre-filled.
Guest vs. Prospect Detection
Adjusts pool access, amenity rules, and pricing answers based on the guest's booking status.
Spa, Dining & Activity Support
Handles inquiries and bookings for 30+ venues, spa, airport transfers, and Rock Bar availability.
Multi-Property Knowledge
Each property's room categories, rules, and amenity access are encoded; navigates cross-property questions accurately.
Five-Language Native Fluency
ID, EN, CN, JP, KR with culturally calibrated vocabulary validated by AYANA's team.
The AI Concierge in Action
See how AYANA's AI concierge handles real guest interactions — from room recommendations to Rock Bar reservations, in five languages.
Upload image for "Room Inquiry & Recommendation"
How We Got to Live in 6 Weeks
Weeks 1–2
Discovery & Linguistic Calibration
Knowledge mapping, SOPs, and linguistic calibration across five target languages with AYANA's team.
Weeks 3–4
Development & Multi-Language Testing
Full AI build across room inquiries, spa bookings, dining, and multi-property comparisons in five languages.
Week 5
Website Integration & API Connection
Website deployment and pricing API integration for real-time availability and dynamic pricing.
Week 6
Go Live & Iteration
Fully live. Both teams monitored conversations and iterated on edge cases in real time.
Results: First 3 Months
The numbers after deploying AYANA's AI concierge across the website.
$150,000
Revenue Influenced
In the first 3 months of deployment, the AI directly influenced $150K in bookings.
2x+
Booking Conversion Rate
AI-engaged guests converted at more than double the baseline rate.
3,000+
Guest Conversations Handled
Over 3,000 guest conversations handled with zero additional headcount.
300+
Bookings Facilitated
Over 300 direct bookings facilitated by the AI concierge in 3 months.
Metric
Before
After
Response Time
Hours; limited after-hours coverage
Under 5 seconds, 24/7↑ 100%
Booking Conversion Rate
Baseline
2x+ for AI-engaged guests↑2x+
Revenue Influenced by AI
—
35% of total revenue in peak months↑35%+
Staff Efficiency
Manual follow-ups
Automated, freeing 20+ hours/week↑20h+/week
Guest Satisfaction (CSAT)
7.8/10
9.2/10↑18%
Putu Ariana
,
Director of Guest Experience, AYANA Bali
What’s Next for AYANA Bali
AYANA Bali is now exploring an expanded AI concierge experience across WhatsApp and in-room tablets — bringing Covena deeper into every stage of the guest journey, from pre-arrival to checkout.
Ready to transform your guest experience?
See how Covena helps luxury hospitality brands deliver 5-star service at scale — without adding headcount.
