Sadie & Lilac City Motor Inn
Hotels
For independent motels, every missed phone call is missed revenue. At the 28-room Lilac City Motor Inn in Goulburn, New South Wales, manager Tim Tian and his lean team were constantly stretched between answering front-desk calls and taking care of in-person guests. By deploying Sadie as their 24/7 AI first responder integrated directly with RMS, the property transformed its phone operations overnight. In its first 30 days alone, Sadie answered 100% of the motel's 615 incoming calls, resolved 59% without front-desk intervention, and captured $10,577 in direct booking revenue, all while allowing staff to focus entirely on on-site guest care.
In its first month, Sadie answered every one of 615 guest calls, handled 59% of them without ever reaching the front desk, and turned enquiries into $10,577 in direct bookings - for a 28-room motel run by a lean, hands-on team.
Every call answered, day and night. A team of a few, freed to look after the guests in front of them - while Sadie quietly captured the revenue on the phone.
About Lilac City Motor Inn
Lilac City Motor Inn is a 28-room motel in Goulburn, New South Wales - a natural stopover on the Hume Highway between Sydney and Canberra. It serves a steady mix of road-trippers, business travellers, and visitors passing through the Southern Tablelands.
Like most independent motels, it runs on a small, hands-on team. Manager Tim Tian and his staff wear every hat - reception, housekeeping coordination, maintenance, and guest care - often all at once. On the daily, the phone never stops, and every ring competes with a guest at the desk.
The Challenge
For an independent motel, the phone is the front door. Guests call to check availability, ask about a late arrival, or book a room for that night. But a lean team can't be in two places at once. When the front desk is checking in a guest, turning over a room, or dealing with a supplier, the phone rings out and a caller who can't get through simply books elsewhere.
Before Sadie
Calls missed during busy check-in and check-out windows
No coverage when the team was tied up on-site or after hours
Enquiries lost to voicemail - or to a competitor who picked up
One or two people stretched between the phone and everything else
The Solution
Lilac City connected Sadie to RMS, its property management system, giving Sadie live access to rates, availability, and guest data. Crucially, Sadie was set up to answer every inbound call, not just overflow, and not only after hours.
This is the difference. For most properties, an answering service is a safety net for the calls staff can't get to. At Lilac City, Sadie is the first responder for all calls — day and night. Every caller is greeted instantly, given accurate real-time information straight from RMS, and booked on the spot. The team is no longer tethered to the phone, which frees them to do what only they can: look after the guests standing in front of them and the high-value interactions that build a motel's reputation.
"We brought Sadie in to ensure we never missed a booking during our busiest hours or after hours. Having the AI seamlessly handle routine inquiries and reservations has been a game-changer, allowing our front desk team to step away from the phones and focus entirely on providing a great in-person experience for our guests at Lilac City Motor Inn." Tim Tian – Manager, Lilac Cit Motor Inn
Results after 30 days of Sadie
The impact was immediate. Across the month of July 2026, every single call was answered and the phone quietly became a measurable, repeatable booking channel.
615 guest calls answered, 24/7, not one missed, nothing left to voicemail
361 calls (59%) handled end-to-end by Sadie, freeing the team to focus on in-person guests and higher-value work
49 confirmed bookings worth $10,577 in direct revenue, captured straight from the phone
Every reservation created directly in RMS, no double handling, no manual re-keying
For a lean team, that's the equivalent of a reliable employee who never misses a shift, never puts a guest on hold, and never lets a booking slip, working around the clock, every day of the month.
Ready to see what Sadie can do?
Whether you run one motel or a regional group, Sadie helps hospitality teams never miss another guest call, capture more direct bookings, and free front-desk staff to focus on the guests in front of them, around the clock, without adding headcount.
👉 Book a live demo today to see how Sadie transforms motel operations.
About Lilac City Motor Inn
Situated along the Hume Highway in Goulburn, New South Wales, Lilac City Motor Inn is a 28-room property catering to road-trippers, business travelers, and visitors exploring the Southern Tablelands. Operated by manager Tim Tian and a small, dedicated staff, the motel relies on a hands-on approach where team members balance reception, housekeeping coordination, maintenance, and guest services. By integrating Sadie into their operations, Lilac City Motor Inn ensures 24/7 phone coverage, seamless real-time RMS booking management, and high-quality hospitality for every guest, both over the phone and in person.
👉 Visit Lilac City Motor Inn website
About Sadie
Sadie is the AI-powered voice host built for the hospitality industry. Acting as an always-on extension of the front desk or restaurant floor, Sadie answers guest calls, takes reservations and orders, shares property information, and handles inquiries around the clock. Sadie helps hospitality operators capture more bookings, reduce staff strain, and deliver a consistent guest experience at every touchpoint.
For more information, please visit: heysadie.ai
