G2

Andrew B.

Owner

Small-Business (50 or fewer emp.)

10/22/2026

"Two AI Agents That Feel Like Real Employees—24/7 Reservations and Guest Communication"

5/5

What do you like best about Dextr AI?

What I like best is that we have two AI agents doing real work across The Cape Collection’s five properties. Danny handles calls and reservations, while Alfred manages guest communication over text. They function like two additional employees: I manage them, give them feedback, and they’re on duty 24 hours a day.

Danny does far more than answer the phone or take a message. He answers questions about our properties, the town, and our policies, quotes rates, makes reservations, collects payment, and sends confirmations. Alfred contacts guests the day before arrival, welcomes them, and helps with requests throughout their stay.

The natural conversation has exceeded my expectations. Many guests are convinced Danny is a real person. He pauses naturally, gives thoughtful answers, and even has a sense of humor. One caller who realized he was speaking with AI asked whether Danny went on virtual dates, and Danny laughed and joked right back. Those moments make the experience feel personal.

Their support team has also been excellent. Whenever we need something corrected or want to introduce something new, they respond immediately, and it is usually resolved by the next day. That responsiveness has made it much easier to tailor the agents to our properties. Review collected by and hosted on G2.com.

What do you dislike about Dextr AI?

The agents occasionally give an answer that isn’t completely accurate. In our experience, that usually happens because our own knowledge base wasn’t specific enough on a particular subject. Much like training a new employee, you discover where clearer guidance is needed as different situations arise. We review conversations, give feedback, and update the information, and Dextr AI’s turnaround on corrections is fast. But you do need to stay involved; this isn’t something you set up once and walk away from.

There is also a balance between automation and guest preferences. Some callers want to speak with a live person immediately, particularly some of our older guests. We deliberately chose not to have Danny transfer calls directly to our staff. If every call ultimately reaches a manager, we lose much of the benefit. Instead, Danny takes a message and escalates the issue for our team to handle. That arrangement works well for us, but some callers don’t like it, and I accept that tradeoff. It’s our operating decision rather than a limitation of the product.

One thing I’ve wanted is more direct control over making small adjustments ourselves. Dextr AI has recently launched a feature intended to provide that, and we’re looking forward to using it. Their support has been excellent, but having that flexibility should make day-to-day management easier. Review collected by and hosted on G2.com.

What problems is Dextr AI solving and how is that benefiting you?

Our biggest problem was being unreachable. In 2025, we received approximately 22,000 calls across our properties, and our staff answered fewer than 20% of them. Guests struggled to reach us whether they needed help with maintenance or housekeeping, had a question, or wanted to make a reservation. Being unreachable and unresponsive was our number one guest complaint.

Since going live with Dextr AI in March 2026, we haven’t missed a single call, and that complaint has effectively disappeared. Our online scores have remained around 9.2–9.3, but the feedback in our reviews is noticeably more consistent, and in-person complaints have dropped dramatically.

Dextr AI has also changed how we handle reservations. Previously, approximately 24–25% of our bookings came by phone, with reservation calls averaging around 15 minutes. Today, only about 6–7% of bookings involve a staff member on the phone. Our managers spend less time handling routine reservation calls and more time attending to guests at the properties.

The next problem was guest communication. Before Alfred, we had no texting platform or central place to manage those conversations. Now, messages run through one shared channel that our entire team can see, and anyone can pick up an escalation. We communicate with guests much more often, and a quick text can frequently resolve an issue faster than a phone call.

That communication has also created additional revenue. Alfred offers early check-in, checks the system and coordinates with management to confirm availability, then handles payment and confirmation. He never promises it before we know we can deliver. We had tried offering early check-in upsells before, but coordinating room readiness, housekeeping, and payment during a check-in rush made it difficult to do consistently. That revenue is now up approximately 400–450%, and it alone has easily covered the cost of the platform.

One thing I initially misunderstood was the effect on workload. I introduced the agents to my managers as something that would mean less work. That was naive. The unanswered calls represented real guest needs that were going unattended. Now those calls are answered, more requests surface and need to be handled. My managers are as busy as ever, but they’re happier and feel more productive because their days aren’t constantly interrupted by the phone.

Finally, there are benefits that don’t appear on a spreadsheet. Every call is recorded, so if a guest says they requested something by phone, I can listen back and understand exactly what happened. Our staff typically work from around 7 a.m. to 8 p.m., but the agents are available around the clock. No one has to take the phone to bed to answer every late-night call anymore. Dextr AI has changed how we run the business, and how we sleep at night. Review collected by and hosted on G2.com.