Luma

Hello

Your concierge who never sleeps.

Every guest is greeted the second they scan, in their own language, at 3am, without one more thing landing on your front desk.

The front desk's real day

A hundred small asks, one desk to catch them all.

Can we get two more towels? What's the Wi-Fi password? Late checkout tomorrow? Where should we eat tonight? The AC is too warm. What time is breakfast?
The guest waits. They call down, get a busy line, or walk to the lobby, and decide your service is "fine". Fine is what a 4-star review sounds like.
Your team gets interrupted. The same twenty questions, every shift, pulling staff away from the guest standing in front of them.
And nothing is remembered. Every request disappears the moment it's handled. Next stay, you start from zero.

The future guest

Your next guest won't pick up the phone.

They book, order and complain from one screen. When the answer isn't immediate they don't call the front desk, they open Google and start typing.

Expectations are moving quickly. The guest you served last year is not the guest checking in next season.

The guest we built our service around never minded the call. They waited for the desk, and happily spent twenty minutes with the concierge in the lobby.

The future guest measures you in seconds. When the answer is slow they don't complain, they turn away, and the whole hotel loses credibility. That is what we have to be ready for.

Meet Luma

A concierge in every room, on the guest's own phone.

Guests scan the card by the bed and simply talk. Luma answers, confirms, and quietly sends the request to whoever can actually say yes.

No app, no loginThe camera opens it. Nothing to download, no account, no password.
Their language, not yoursA guest asks in Hebrew or Portuguese; your team reads it in the language they work in.
Awake at 3amThe hour your desk is thinnest is the hour Luma is unchanged.
Luma open on a guest's phone, greeting them and waiting to be spoken to

How it works

Three steps. No app. No waiting.

1

Scan the room card

A small card by the bed. One tap of the camera opens Luma, no download, no login, no account.

2

Speak or type

"Can I get two towels to room 201?" Luma understands, confirms warmly, and knows exactly where it goes.

3

The right team is on it

Housekeeping, maintenance or the front desk gets it instantly, and it closes the moment it's done.

A real exchange

It sounds like a person, because it behaves like one.

No menus to tap through, no ticket form. The guest says the thing they'd say to a human, and gets the answer a human would give.

Room 201 · 8:14 am

Can I get two towels to room 201?
Of course, two towels on the way to room 201. Anything else?
Could we have a late checkout tomorrow?
Absolutely, I've noted a 1 PM checkout and let the front desk know.

Where it lands

Every request reaches the person who can say yes.

Luma reads what the guest actually wants and routes it, so nothing sits in one shared inbox waiting to be triaged.

HousekeepingTowels & amenitiesRoom cleaningExtra pillows
Front deskLate checkoutTaxis & transfersBilling questions
MaintenanceAir conditioningPlumbingElectrical
ConciergeRestaurantsLocal recommendationsBookings

The quiet advantage

Every request quietly teaches your hotel something.

Luma doesn't just handle the ask, it remembers it. Over a season you stop guessing what guests want and start knowing.

,Which requests repeat, floor by floor, so you fix the cause instead of the symptom.
,What each returning guest prefers, before they have to ask twice.
,Where friction shows up in a stay, while the guest is still in the building, not in a review.
<2saverage time to first response
24/7a concierge that never clocks out
0requests lost or forgotten
0wait for a guest to be heard

Getting started

A warmer stay. A calmer front desk.

No hardware to install.

No app for guests to download.

No per-room fees.

One flat monthly figure for the whole property, every room and every language included. The next page sets out exactly how we work.

Luma, the hotel's AI concierge

Terms & guest data

The agreement, in plain language.

Commercial termsTerm. 12 or 6 months from go-live.Billing. Monthly in advance; the first invoice covers setup and month one.Payment. Net 30 from invoice date.Renewal. Month-to-month at the then-current rate, with 30 days' notice on either side.Price. Held fixed for the initial term.Exit. Either side may end it for material breach on 30 days' written notice, with a period to put it right.After. A full export of your data, then deletion within 30 days.
Service levelAvailability. 99.5% monthly target.Support. By email, business hours, from the people who built it.Response. Next business day.Critical. Same business day if guests cannot reach Luma.Maintenance. Planned work is announced in advance.Escalation. A named contact throughout the term, not a ticket queue.
Guest dataRoles. The hotel is the data controller. Luma is the processor and acts only on your instruction (GDPR Art. 28).Consent. Guests agree in-app before anything is stored.Transcripts are off by default. You see a conversation's shape, not its words, unless you switch them on.Secrets stay on screen. The Wi-Fi password and safe code are never spoken and never shared with the AI.Security. Encrypted in transit, uploaded guest lists encrypted at rest, each hotel's data kept fully separate.Never sold. No advertising, no data brokers, no resale. Ever.Rights. Access, correction and deletion actioned promptly and free of charge.

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