TrustYou and Apaleo Present “Magic Moments”: Always-Reply, Always-On Guest Communication Powered by AI
How hotels turn every conversation into revenue, recognition, and loyalty
TrustYou and Apaleo's joint solution enables hotels to provide 24/7 AI-powered guest communication across all channels from booking to post-stay.
Ben Jost, CEO TrustYou, Uli Pillau, Apaleo CEO at ITB Berlin, 2026
Photo by TrustYou
Munich / Berlin – TrustYou, the AI-first hospitality platform, and Apaleo, the API-first property management platform, today announced Magic Moments, a joint solution demonstrating how hotels can deliver Always-Reply, Always-On guest communication across the entire guest journey.
The solution was presented live on March 3 at ITB Berlin, where TrustYou and Apaleo showcased how AI agents, a unified 360° guest profile, and an open PMS architecture enable continuous, conversational guest journeys — from first booking to repeat stays.
Photos and demo screenshots from the ITB presentation are available for media use.
From “no-reply” to Always-Reply
For years, hotel communication has been fragmented: booking confirmations from no-reply email addresses, disconnected chat tools, and guests forced to repeat themselves across channels.
Magic Moments introduces a new standard: Every guest message receives a reply. Instantly. On any channel.
Powered by TrustYou’s AI Agents, Customer Experience Platform (CXP), and Customer Data Platform (CDP), and orchestrated through Apaleo’s agent-ready PMS platform, hotels can maintain a single, uninterrupted conversation before, during, and after the stay.
Three practical use cases for hoteliers
The New Guest — Instant Revenue from the First Booking
A new guest books via a market-facing AI agent, such as ChatGPT, connected to the Apaleo ecosystem. Once the reservation is created, Apaleo sends an API event to the TrustYou CDP, automatically initiating pre-stay communication.
The guest asks: “I also need a parking space.” The AI responds instantly, asks whether the vehicle is electric, and reserves an EV charging spot.
Result: incremental revenue, better service, and zero manual effort — enabled by Always-Reply.
The Returning Guest — Recognition as the New Loyalty
A repeat guest opens the chat on the hotel website. The AI agent identifies the guest, loads the profile from the CDP, and welcomes them by name.
Based on previous stays and feedback, the agent suggests the same room, reuses existing registration data, and proactively reserves parking with charging. Booking confirmation is sent via the guest’s preferred channel, such as WhatsApp.
Result: faster bookings, higher satisfaction, and loyalty driven by recognition — not discounts.
WhatsApp Booking — The Easiest Booking Is a Reply
The guest simply replies to a previous WhatsApp message: “I’d like to book a room with my partner next weekend in Munich.”
The agent recognizes the guest, retrieves the 360° profile, and proposes a personalized offer — premium room, breakfast, and parking for €169.
“Fantastic, sure.”
Booking confirmed.
Result: no app, no forms, no friction — just conversation.
Built for operations and scale
Magic Moments enables hotels to:
- Reply instantly to guests across web, email, WhatsApp, and AI marketplaces
- Convert conversations into direct bookings and upsells
- Preserve guest memory and preferences across stays and channels
- Reduce operational complexity through autonomous AI agents
The biggest AI disruption in 2026 isn't a feature; it’s the Continuous Conversation. By partnering with Apaleo, we are turning every booking confirmation and pre-stay message into a 24/7, multilingual dialogue. Together, we’re moving beyond static notifications to a world where guests get personalized answers on any channel, at any time. Ben Jost, CEO TrustYou
At Apaleo, innovation is at the core of what we do. By working closely with TrustYou, one of the most advanced technology providers in hospitality, we’ve developed a real use case that brings this ambition to life. This functionality enables CRM and PMS platforms to work seamlessly together, giving our clients a clear step toward the future. Uli Pillau, Apaleo CEO and Co-founder
Proven live at ITB Berlin
Magic Moments was showcased on March 3 at ITB Berlin, demonstrating real hotel scenarios and demo guest interactions in action.
Event photos and presentation visuals are available upon request.
Magic Moments by TrustYou and Apaleo
Always-Reply. Always-On. Because great guest relationships should never end with a booking.
About TrustYou
TrustYou is hospitality's memory: the platform that unifies what guests feel, what they do and what they ask in a single system. Since 2008, more than 100,000 hospitality businesses have used TrustYou to understand their guests, act on what they learn, and keep the relationship going between stays.
That memory has three parts, built to work as one:
Customer Experience Platform (CXP), the memory of experience: reviews, surveys, sentiment and reputation, captured and acted on across every touchpoint.
Customer Data Platform (CDP), the memory of the customer: every transaction and interaction resolved into one golden profile, and activated through service and marketing communication.
TrustYou Agent, the memory of conversation: one AI agent across every channel, from web to WhatsApp to email, around the clock and in every language, closing the loop so that outbound messages from the CDP and inbound replies to the Agent belong to the same continuous conversation.
Every interaction adds to the memory, so the system knows each guest better than it did the day before.
TrustYou is headquartered in Munich, Germany, and serves hospitality brands in over 165 countries. Learn more at www.trustyou.com.
About Apaleo
Apaleo is the world's most open API-first property management platform for hospitality businesses. Powering over 2,200 properties in more than 30 countries, Apaleo streamlines operations and elevates guest experiences across hotels, vacation rentals, serviced apartments, and residential living. Apaleo's Agent Hub–the first-ever AI agent marketplace for hospitality–helps operators adopt autonomous agents to improve business performance. Customers include citizenM, easyHotel, limehome, Korner Hotels, Miiro Hotels, and Numa. Apaleo is Phocuswright's 2025 EMEA Travel Innovation Award winner. For more, visit apaleo.com
Media Contact
Bláthnaid King
Marketing Manager [email protected]