35 humans. 6 agents. One shared inbox.
Booking.com runs ~27,000 people to do what we do with a team that fits in one bakery.
Six PMs (one per agent). Fourteen engineers. Six Field Ops on the road in Lisbon, Porto, Barcelona, Madrid, Valencia, Rome. Three designers who ship. Three on finance/legal/compliance. Two founders. That's it. No marketing team. No content ops. No SEO team. No enterprise implementation org.
Each agent has one PM, one eval suite, one outcome metric. They run continuously. A human steps in only where judgment beats automation.
Runs the pre-arrival flow with each guest — ID, payment, preferences — then hands the hotelier a morning brief. Touches 100% of bookings.
Places each hotel inside Claude, Gemini, Perplexity and traveler-side agent answers. Owns agentic-sourced GMV. €11M/quarter today.
Screens every booking for chargeback risk, ID mismatches, stolen-card patterns. 0.07% chargeback rate, 1/18th of industry.
Files local tourism tax, registers guests with SEF (PT), Mossos (ES), Portale Alloggiati (IT). Invoicing in the right local format.
Imports the hotel's existing listing, photos, calendar and 3 years of reviews. Rewrites the Nilo listing and re-syncs weekly against booking data.
Nudges each guest 24h after checkout for a direct Nilo review, turns responses into a property trust score used by the Demand agent.
One event triggers the charge: guest checks in. Everything else is free.
The hotel never sends us an invoice. The traveler's €9 lands with Nilo at check-in. The hotel keeps every other cent the traveler paid.
The three largest functions at Booking.com are the three we decided not to build. Each one replaced by a specific mechanic, not a framework.
We don't chase Google rank. We don't auction against Expedia for keywords. The Demand agent gets hotels surfaced inside Claude, Gemini and Perplexity answers. Travelers arrive through agentic discovery, not search. Today 38% of Nilo bookings arrive cited by an AI.
Hoteliers upload photos and a few sentences of notes. A generative listing pipeline writes and re-writes the page weekly, informed by booking data — which rooms convert, which phrases travelers search, which photos get expanded. No human content team. No content calendar.
Nilo sells only to independent hotels with under 30 rooms. No enterprise SOWs, no RFPs, no 6-month rollouts, no procurement committee. Hoteliers self-serve in one morning via the Migration agent. That constraint is what makes 35 people work.
A guest flags their flight is delayed 4 hours. Their pre-paid €148 room night at Casa Boavista would be wasted. Here's the full chain — no humans in the loop, except the hotelier, who finds out when she opens the blinds.