Phygital Lobby Simulator
Interactive Powers · Hospitality · Tour sales

Phygital Lobby Simulator

A hotel lobby over a full day: guests heading out on excursions, coming back, checking in and checking out. It compares a tour desk staffed in the morning with kiosks served by a 24-hour VCCaaS, plus QR codes in the lobby and in the rooms, and measures sales, commission and cost.

Season
Scenario
Desk hours
09:00
to
14:00
Kiosks
2
VCCaaS
VCCaaS agents
3
Hotel Mirador
18:20
Parties being served or waiting during the day · click to jump to that time
Guest passing through Wants to book a tour At the tour desk At a kiosk QR video call Leaves without booking +150 USD Sale

Economics: sales, commissions and costs

Same day and same guests in all three scenarios. The operator buys the tour from the supplier, pays for the desk, the kiosks and the VCCaaS, and pays the hotel its commission; the hotel earns with no costs.

Guest behavior and economics

Applies to this hotel and to the other hotels sharing the VCCaaS, in all three scenarios. Moving a value recalculates the day, and the animation continues from the same time.

Hotel and guests

Intent and patience

Sales and cost

Day result at this hotel

Shared vs dedicated

Same hotel, same day and same guests. “Occ.”: average occupancy of the VCCaaS agents from 6:00 to 24:00.

How the model is built

Each party's day

  • Leaving today: with an average stay of 4 nights, one room in four; they come down with luggage between 7:00 and 12:30 to check out.
  • Arriving today: check-in between 12:00 and 22:30, peaking around 16:00; half go out for dinner afterwards.
  • Excursion day (45% of staying guests): they leave around 8:40 and return around 18:00; a third go out again for dinner.
  • Hotel, beach and town day: they go out mid-morning, come back for lunch, and half go out again in the afternoon.
  • Each party has 1 to 4 people (2.3 on average) and makes a single inquiry.

When they want to book a tour

  • Some parties want to book a tour today; those who just arrived are more likely to (they are planning their stay).
  • In the morning they decide at breakfast, before going out; in the evening, when they come back, for the next day.
  • They try on their next pass through the lobby; if the channel is open and they won't be passing soon, some come down on purpose, or wait for the desk to open.
  • If it is closed or the wait is too long, half try again on another pass; the rest book on their own. Of what remains unresolved in the evening, some come back the next morning.
  • When leaving the hotel, patience is halved (the taxi or tour is waiting); when coming back there is more time.

Sources and assumptions

  • 8-min abandonment threshold and QR offered from 5 min: The CX gap in assisted service report; rates of 13.50 USD in person and 7.16 USD by video, from the same report.
  • 60% of travelers book their tours 3 or more days ahead, and 1 in 5 on the same day: Arival.
  • Only 33% of experiences were booked online in 2025: Arival.
  • Operator margin of 30% of the sale price: inbound operators and DMCs work with a 25–30% discount off the retail price and share part of it with the reseller: Arival.
  • Commission for in-person resellers (concierge, information desks): 15–30%: TrekkSoft.
  • Daily intent, conversion, impulse, retries and lobby passes are working assumptions: adjust them with the hotel's data.