Cordiant Hotel Commerce

One conversation across the entire guest lifecycle.

A licensed conversational commerce application for hotel brands on Opera Cloud. Two products on one platform — guest-facing and staff-facing — ready for immediate deployment on the live platform.

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Five to ten guest-facing vendor surfaces. One conversation the guest actually wants.

A hotel brand's guest lifecycle is fragmented across booking engines, property websites, mobile apps, email programs, in-stay chat, loyalty portals, concierge tools, and feedback platforms. Each a different vendor. Each with its own chrome. Each with limits on what it can see about the guest. Each on a release cadence the brand doesn't control.

Your guest does not experience ten surfaces. They experience ten frictions. Every login re-introduces them to your brand. Every handoff loses context. This is not a UX-redesign problem. It is a surface problem. Decouple the surface from the systems behind it, and the problem collapses.

The shift

One surface replaces the stack.

Cordiant Hotel Commerce sits in front of Opera Cloud and Simphony — the two systems of record that run the property. Booking, concierge, knowledge, upsell, dining, and feedback converge into one continuous conversation across Dreamer, Prestay, Instay, and Poststay.

One surface, not ten.

Guests move through the entire lifecycle in one conversation. No re-contextualising to a new vendor chrome between booking and concierge, between upsell and feedback.

Brand by architecture.

Every response — including every AI-generated synthesis from the property knowledge corpus — renders in your brand. Tone, voice, typography, layout. Inherited from a brand theme defined once and applied everywhere.

Vendor migrations become backend events.

Move from one CRS to another, one payments provider to another, one loyalty platform to another, and the guest sees nothing different. Your integration team re-points the adapter; the surface keeps working.

Commerce in the conversation.

Stay extensions, spa and dining reservations, transport requests, in-room ordering — all transact inside the same dialog the guest is already in. No new app, no re-auth, no context to re-explain.

In tenant. In your cloud.

Deploys inside your Oracle Cloud Infrastructure tenant, under your existing security posture, alongside Opera Cloud. No guest data leaves your tenant. No new SaaS vendor in your data path.

Guest trust, engineered.

Passkey-first guest authentication with magic-link fallback. Phone detection auto-assigns personal trust. Shared and public devices get contextual inactivity timeouts and a visible sign-out chip. Full capability at every trust level — session behaviour is the protection, not capability restriction. Arguably the most considered trust model in guest-facing hospitality.

Opera Cloud is canonical.

Every reservation modification, extension, payment, and profile update is a live read and write to Opera Cloud. No cached operational state. If Opera Cloud is unavailable, Cordiant Hotel Commerce does not proceed. The guest never sees stale data, and your property of record never drifts.

Accessibility by architecture.

WCAG compliance is built into the platform foundation. Every screen, every workflow, every AI-generated response inherits accessibility structurally — not remediated after launch.

The intelligence loops back.

Guest feedback captured through the staff application — sensitivities, praised areas, celebrations, service-recovery history — enriches the payload before the guest's next conversation begins. The next dialog opens already knowing what happened last time. Staff intelligence and guest personalisation are the same system, not two integrations.

Two applications on one platform

Cordiant Hotel Commerce (Guests). Cordiant Hotel Commerce (Staff).

Two applications built on the same three-layer architecture. Guests is the mature product with three years of platform refinement and a live reference deployment. Staff extends the same platform and patterns to the people running the property.

Cordiant Hotel Commerce (Guests)

The conversational commerce surface for your guests.

Three years of platform development. A working reference deployment runs today at zenpacorlando.com on the Oracle Hospitality Integration Platform sandbox. The full guest lifecycle — Dreamer, Prestay, Instay, Poststay — handled through one brand-consistent conversational surface.

Capabilities

  • Book, extend, and modify reservations
  • Answer property and policy questions from your knowledge corpus
  • Upsell spa, dining, room upgrades, and stay extensions
  • Manage post-stay feedback and re-engagement
  • Serve every stage from Dreamer through Poststay
Integrates with: Opera Cloud reservations, your property knowledge corpus, your payment rails, and your loyalty platform. Guest authentication is passkey-first with magic-link fallback, built on a three-tier session model engineered for hospitality.
Cordiant Hotel Commerce (Staff)

The conversational surface for the people running the property.

The same three-layer architecture extended to the people running the property. Six modules covering front-of-house, guest services, sales, revenue management, and general management — through one conversational surface sitting across Opera Cloud, Simphony, and the operational systems your staff already use. Intelligence captured here enriches the guest application. The two halves of the platform make each other smarter.

Modules

  • Feedback Intelligence — real-time capture into six role-based dashboards, feeding the intelligence loop that personalises the next guest conversation
  • Email Automation
  • Voice Automation
  • Review Management
  • Outreach Automation
  • Guest Intelligence
Deployed with: the same three-layer platform, security posture, and tenant architecture as the guest application. Staff identity federates through OCI IAM. Shares brand theme, sprite, and governance with the guest surface.
In practice

Four moments from one platform.

Three on the guest side. One on the staff side. Every interaction — guest or staff — is deterministic application code executing beneath a brand-consistent conversational surface.

Extending a stay

"I'd like to extend my stay through Sunday and move to a suite if one's available."

The platform checks availability against Opera Cloud, returns the options in a branded card with the rate, extends the reservation on confirmation, and writes the update back to the underlying system. One conversation, one system touched, no forms, no phone call.

A dining recommendation

"What's the best table at Nobu for Saturday — I'm celebrating my wife's birthday."

The platform queries dining availability, synthesises a short recommendation from the restaurant's seating notes, renders the response with a Reserve this table action, and on tap launches the dining workflow with the party size, anniversary note, and dietary preferences pre-filled.

A contextual assist

"It's warmer than I packed for."

The platform interprets the intent, offers the property's loaner closet, suggests the nearest retail, and at the guest's request arranges a car. No menu navigation. No opening a second app. The conversation carries across amenity, retail, and transport without a handoff.

A detractor alert reaches the GM

"Really disappointing end to the stay — room service took forty-five minutes on my last morning."

Thirty seconds after the guest closed the feedback conversation, a Slack alert reached the GM. Guest name, loyalty tier, room, NPS score, the verbatim quote, and a one-tap Mark Contacted action. The appeasement was authorised, the service-recovery note written to Opera Cloud as a reservation comment, the sensitivity flagged so the guest's next stay opens with it already in memory. The raw transcript stayed inside the role-based dashboard. Only the action reached Opera.

Live today

See it running end to end.

A working reference deployment runs on the Oracle Hospitality Integration Platform sandbox. Three years of platform refinement behind it. The full guest lifecycle handled against a representative property — Opera Cloud integration, identity flow, payment rails, and the conversational commerce surface composed into one complete experience.

Open zenpacorlando.com
How it's built

Conversational on top. Deterministic underneath.

Cordiant Hotel Commerce runs on a proprietary three-layer architecture. The conversational surface is intelligent. The transaction engine is deterministic. The split is structural.

The surface interprets what the guest wants, synthesises responses from your property knowledge corpus, and decides which action to offer next. That layer is AI. The engine beneath it writes reservations, applies rates, commits folios, opens tabs, moves money, and records every action in the audit trail. That layer is deterministic application software, executing against Opera Cloud and Simphony through the same role-based access your enterprise already governs.

The AI cannot hallucinate a reservation. It cannot apply a rate outside policy. It cannot commit a change your compliance team wouldn't approve. Because the AI is not the thing executing those actions. This is why Cordiant's architecture clears hospitality security and compliance review where agent-first pilots stall.

Deployment

Immediate on the live platform. Brand first, properties next.

The platform runs today and was built for Opera Cloud properties. Adoption is configuration, not bespoke engineering. The first property in a brand reaches production in six to eight weeks — brand theme, Opera Cloud and Simphony integration, identity federation, commerce engine, knowledge corpus ingestion, and payment rails, all configured against a platform that already works. Subsequent properties compress to two to four weeks because the brand-level foundation is already live. By the third or fourth property, each deployment is primarily configuration against patterns Cordiant has already built for the brand.

Cordiant Hotel Commerce deploys inside your Oracle Cloud Infrastructure tenant, under your existing security and compliance posture, alongside Opera Cloud. No new SaaS vendor in the data path. No guest data leaves your tenant. Staff and platform identity federate through OCI IAM. Guest identity is a separate surface — passkey-first, with a three-tier session model engineered for hospitality and full capability at every trust level. LLM inference runs against your chosen model posture under your data-residency and model-governance rules.

Two operating modes. One architecture. Self-operated: your platform team runs the system, with Cordiant Brand Support covering architecture, upgrades, and issue triage. Cordiant-operated: Cordiant runs the platform inside your tenant under an ops contract, with audited access and no data leaving your cloud. Tenant ownership, identity federation, audit trail, and the trust posture are identical in both modes. Only the operator changes. Brands choose based on internal platform engineering capacity and where they want their team's attention to land.

6–8 weeks
First property from kickoff to production
2–4 weeks
Each subsequent property in the brand
In tenant
Your cloud. Your audit trail. Your control.
Commercial model

Perpetual license. Per-property implementation. Your choice of operator.

Predictable line items. No revenue share. No per-transaction metering. Commercial patterns your technology leadership already understands from PMS, RMS, and CRS contracts. Brands choose between self-operated — your platform team runs the system with Cordiant Brand Support — or Cordiant-operated, with Cordiant running the platform inside your tenant under an ops contract.

Brand license
One-time, perpetual. Unlimited properties across the brand. Source code escrow, documentation, and architectural training for your internal technology team. Grants the brand the exclusive right to operate Cordiant Hotel Commerce under its own identity.
$320,000
Per-property implementation
One-time, billed against milestone delivery. Cordiant retains exclusive implementation rights per property, protecting both the platform IP and the ongoing commercial relationship with the brand.
$20,000 – $30,000
Brand-level annual support
Self-operated path
25% of the license fee. Platform upgrades, security patches, architectural evolution, and brand-level integration maintenance. Your platform team operates the system.
$80,000 / year
Cordiant-operated ops
Optional — replaces Brand-level annual support when chosen
Cordiant runs Hotel Commerce inside your tenant under an ops contract. 24/7 monitoring and incident response, platform upgrades, LLM inference management, Opera Cloud and Simphony adapter maintenance, scaling, and on-call. Access is audited. Data never leaves your cloud. Scales with brand size.
$150,000 – $250,000 / year
Property-level annual support
Flat, per property, per year. Uptime monitoring, Opera Cloud API integration health, configuration changes, and knowledge-base updates.
$4,800 / property / year
Worked example · twenty-property brand · self-operated

Year one: $320K license + $500K property implementations (20 × $25K) + $80K brand support + $96K property support = $996K
Year two onward: $80K brand support + $96K property support = $176K recurring

Worked example · twenty-property brand · Cordiant-operated

Year one: $320K license + $500K property implementations (20 × $25K) + $200K Cordiant-operated ops + $96K property support = $1,116K
Year two onward: $200K Cordiant-operated ops + $96K property support = $296K recurring

Next step

Thirty minutes. The architecture, the live deployment, and a first-property scope for your brand.

A thirty- to forty-five-minute briefing with Cordiant leadership. We will walk the architecture, show the live deployment handling a full guest lifecycle, and propose a first-property pilot scoped to your brand's estate.

Schedule a Briefing