# Travel and Hospitality

## Make every arrival worth coming back for

Peak seasons and disruptions make consistent service hard to hold. Intryc allows every conversation to be scored for the empathy and recovery a checklist misses, so gaps get coached before the next guest feels them.

## Room Change Request Due to Noise

**20260705_ticket_17467**  
**Client:** Hi, I just checked into my room, but I noticed it’s facing the street and it’s a bit louder than I expected. Is there any chance I could switch to a quieter room?  
**Agent:** Good evening, and thank you for letting us know. I’m really sorry the room isn’t as quiet as you were hoping. I’d be happy to check availability and see what we can do for you.  
✅ Customer concern validated  
**Agent:** May I confirm your name and room number?  
**Client:** Yes, it’s Daniel Lee, room 412.  
**Agent:** Thank you, Mr. Lee. I’m checking our availability now. It looks like we do have a room on a higher floor facing the courtyard, which should be much quieter. It’s the same room type, so there would be no additional charge.  
✅ Followed Procedure  
**Client:** That would be great. Would I be able to move tonight?  
**Agent:** Absolutely. I can prepare the new keys for you now. You’re welcome to stop by the front desk, or I can have a team member bring them up to your room.  
**Client:** Could someone bring them up? That would be very helpful, thank you.  
**Agent:** It’s our pleasure, Mr. Lee. We’re sorry again for the inconvenience, and we hope the new room makes your stay much more comfortable. Please don’t hesitate to reach out if there’s anything else we can do for you.

⚠ Premature closing

## Confidence that comes with real impact

**Results 2 months after a travel technology company adopted Intryc**

- 0% drop in agent-driven dissatisfaction
- 0% cut in time spent on QA
- 0% of reviews evaluated

A guest complains on night two of five. A flyer is stranded by a cancelled connection at midnight. These are the moments that decide whether either one ever comes back, and they're exactly the ones AHT and a checkbox scorecard can't see.

## Quality and brand standards, one platform

### Custom Scorecards

Intryc lets you build scorecards around the standards you're actually measured on, including the empathy and service-excellence criteria a generic form may leave out. Now a warm recovery scores as a win, and every conversation holds to the same standard your property is inspected on.

### Scorecard details

- **Name:** Guest Experience & Booking Quality Scorecard  
- **Pass rate:** 80%  
- **Criteria:** 6 selected  
  - **Booking Accuracy** Max 20
    - Reservation details confirmed 1
    - Policy information accurate 1
  - **Guest Experience** Max 20
    - Personalized and helpful response 1
    - Tone and empathy 1
  - **Complaint Handling** Max 20
    - Issue correctly identified 1
    - Escalation or resolution path followed Critical 1

### From flagged to fixed before peak hits

Intryc takes a conversation where the recovery fell flat, builds it into a scored simulation of that exact moment, and confirms the agent can handle the next one.

1. **Flag Conversations**
   **Client:** My connecting flight just got cancelled and I'm stuck here.  
   **Agent:** I can rebook you on the next available flight tomorrow morning.
   ⚠ Recovery missed, no empathy  
   **Client:** Tomorrow? We've been traveling for 14 hours already.

2. **Coach Agents**
   Joshua W. - June 2026
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3. **Simulate real scenarios**
   Cancelled connection rebooking via Chat

## Support across languages and channels

Intryc evaluates conversations in every language your guests speak and across every channel they reach you on so service quality holds consistent across every property worldwide. Intryc is also SOC 2 Type II certified and GDPR compliant.

## Close the loop on every customer interaction

From QA to coaching to training, Intryc turns every insight into action, so quality keeps compounding instead of leaking away.

Rodica Moroi, Quality Specialist

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