Guests at the wellness clinic agreed to treatments 2.2× more often
A health and wellness resort ran Lansy AI at the front desk and in its wellness clinic. Lansy AI reviewed 5,120 conversations with guests. In three weeks, the clinic team changed how they offered treatments, and guests agreed 2.2 times as often. At the front desk, the number of service mentions grew 3.7 times, even over a shorter period.
5,120
guest conversations reviewed
2.2×
treatment offers accepted at the wellness clinic
+76%
standard farewells at the wellness clinic
Pilot at the front desk and the wellness clinic, 2026. Three weeks with Lansy AI compared with the four weeks before.
A health and wellness resort
- Type
- Resort with a wellness clinic
- In the pilot
- Front desk and wellness clinic
- Team
- 9 receptionists and clinic coordinators
The manager can’t hear every conversation at the front desk and in the wellness clinic, so the team’s work was judged by guest reviews. Few guests write reviews, and ordinary conversations never make it into them.
During the pilot, Lansy AI made every conversation in both areas visible. It noted which steps each team member took, where and how they offered a service, and how the guest responded.
Lansy AI worked in two areas: the front desk and the wellness clinic
At the front desk, guests check in and out, ask for a transfer, and ask about dinner. At the wellness clinic, they choose a program and book a treatment. The conversations differ, and each area has its own review criteria. What they share is that in both places a guest can be offered something they didn’t ask about.
Lansy AI tells an active offer from a passing mention
Naming a service and offering to book it are different steps, and Lansy AI marks them separately. For every offer, it also marks how the guest responded.
How Lansy AI classifies every service offer
The service is named
A team member tells the guest about a service but doesn’t ask them to book it.
The guest is asked to book
A team member offers a time or the next step and asks the guest to book.
Agreed, declined, or interested
When a guest was interested but didn’t book, Lansy AI suggests what to say next time.
In three weeks, guests at the wellness clinic agreed to treatments twice as often
Lansy AI showed the clinic coordinators their own wording and suggested replacements. Guests began to agree more often, even though the number of offers did not grow.
Phrases that got a no
“Would you like a massage?” “Interested in skincare?”
A question like this is easy to answer with no.
“So you’re not interested, then?” “Nothing at all?”
The question suggests the refusal itself.
“We have massage, baths, skincare…”
The guest hears a list, but nothing is offered to them.
“You could give it a try”
Without a time or a price, there is nothing to hold on to.
Phrases that got a yes
“The esthetician has a slot at four. Shall I book you in?”
The guest gets a time and a next step in one line.
“We can do a therapeutic bath today. Shall we go?”
The offer turns into a plan for the next hour.
“A classic massage is sixty minutes and covers the neck, shoulders, and back.”
The guest knows exactly what they are booking.
“Go for the massage, you’ll feel better.”
A personal recommendation instead of a list.
The review suggests a better way to offer the service
When a guest showed interest but didn’t book, Lansy AI suggests the wording for the next conversation and drafts a message, so the offer still reaches the guest while they are at the resort.
Question about therapeutic baths and a check-up
Clinic coordinator · 2 min · Information request
Overall score
5 /10
Greeting
1 / 2
Farewell
0 / 2
Communication quality
3 / 4
Total
4 / 8
Summary
The guest asked about therapeutic baths and a check-up and mentioned moving the check-up to Tuesday. The clinic coordinator greeted the guest and answered in a friendly way, but there was no farewell and no offer of further help. Next time: end the consultation by checking whether anything is still unclear, then say a warm goodbye.
Standards checklist
Follow-up
Offer the guest: therapeutic bath
The guest asked about therapeutic baths and moved the check-up to Tuesday, so the next visit is a natural moment to offer the bath.
Message to the guest
Hello! You asked about our therapeutic baths. If you’re interested, we can fit one in during your visit. Shall I check the details for you?
Send it from your work account while the guest is still at the resort.
Standard greetings and farewells became more frequent
Standard greetings became more frequent: up 45% at the wellness clinic and up 36% at the front desk. These are the steps the team changes first once they see their own reviews.
Standard greeting and farewell
four weeks before the pilot · three weeks of the pilot
Greeting at the front desk
35.2%47.8%
Farewell at the front desk
14.6%20.7%
Greeting at the wellness clinic
23.0%33.3%
Farewell at the wellness clinic
13.9%24.3%
Share of conversations in each area. Front desk: 1,659 conversations before the pilot and 1,186 during it. Wellness clinic: 858 and 846.
At the front desk, receptionists began telling guests about services
Receptionists began naming services to guests more often. The hammam and day trips were mentioned most.
Active offers grew by about a third, but receptionists still invite guests to book less often than they name a service.
Name a service or offer to book it · per 100 conversations at the front desk
Mentioned in passing
The receptionist named a service.
Offered to book
The receptionist asked the guest to book.
Guest agreed
The guest said yes to the offer.
Next steps
Match accepted offers against bookings and invoices
This will show how many accepted offers reached payment and make outcome tagging and the suggestions more accurate.
Bring the wellness clinic’s wording to the front desk
At the clinic, guests agreed twice as often when the team named the time, the duration, and what’s included, offered to book right away, and linked treatments together. Next, the team will go through these techniques with the front desk.
See how Lansy AI reviews conversations at your front desk
In a demo, we’ll show a review against your own standard and how an active offer differs from a passing mention.