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The online hospitality structure for multi-location brands
Unreasonable
hospitality at scale
Every great restaurant brand knows what unreasonable hospitality looks like — they've seen it at their best location, their best shift, their best crew. The problem was never ambition. It was that the online experience was always the gap nobody closed. We built the infrastructure to close it.
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$3T
RESTAURANT MARKET
80%
ANNUAL STAFF TURNOVER
63.5%
RECOVERY RETURN RATE
30,000
LOCATIONS ANALYZED
96%
OF GUESTS LEAVE SILENTLY
<1%
ENGINEERING INVESTMENT
3
AGENTS - 1 LOOP
$100B+
CX LABOR BEING REPLACED
What 30,000+ locations reveal
Online hospitality
is structurally impossible to
build in-house
Restaurant brands were built to deliver world-class offline hospitality. Online customer service is a fundamentally different problem — one they were never designed to solve.
Read the full report ↓
01.
It's too expensive
Margins don't support the tooling or headcount enterprise CX requires
02.
Too many channels & interactions
Millions of touchpoints across platforms — manual management is impossible at scale
03.
World-class hospitality can't depend on who's working that shift
At 80% annual turnover, consistency can't be a people strategy
04.
Without a feedback loop, every mistake repeats across every location
Incidents get resolved. Patterns never do.
05.
Manual recovery is financially irrational at scale
At restaurant margin levels, the cost of manual recovery exceeds its value. You can't spend $8 to recover a $12 order
Outcomes
When online hospitality stops being a gap
and starts being a system, the numbers follow
$150K
avg. recoverable revenue per location annually
71%
avg. guest return rate after 1-hour recovery
128%
avg. ROI for agentic AI adopters
The solution
One world-class guest experience. Resolved, understood, and closed — automatically.
Alfie recovers. Rockie surfaces. Rosie closes. That's unreasonable hospitality, made systematic.
SR
Sarah
Honestly let down by last night's experience. Felt like just another table.
Alfie
That's on us, Sarah. You've got 500 points coming your way plus a dinner for two, on the house. Can I get that booked for you?
Alfie
EXPERIENCE AGENT
Handles every guest complaint and recovery moment across all channels in real time. Resolves, refunds, reconnects.
Avg. response <4 min · 63.5% guest return rate
Rockie
INTELLIGENCE AGENT
Surfaces the pattern behind the complaint. Root cause identification, location-level trend analysis — the intelligence layer that turns incidents into systemic insights.
Launching end Q2 / Q3 2026 · 20% incident reduction benchmark
Rosie
OPERATOR AGENT
Closes the loop. Re-engages recovered guests at the right moment with the right message, before loyalty decays.
Coming Q3 2026
From the founders
The problem isn't that operators don't care. It's that they were never equipped.
"Restaurant brands were built to deliver world-class offline hospitality. They are not equipped to deliver world-class online customer service. We're trying to get people to stop thinking they should try."
Andrew Liu, Co-Founder & CEO — Momos
Data report
What 30,000+ locations reveal about the brands winning on hospitality
The definitive data case for Unreasonable Hospitality at scale. Five structural reasons the in-house model fails. The per-location revenue gap. The recovery rate benchmark.
30,000+ locations analyzed
Recovery rate benchmarks
Per-location revenue math
Other resources
The case, built piece by piece
View all articles
Pillar 0
Why Restaurant Brands Can't Win at Online Hospitality
The Red Robin vs. Chili's entry point. The five structural reasons. What it costs brands that don't move.
text
8 min read
Pillar 0
The Hidden Cost of Your Best Manager
Every multi-location brand has one location that consistently outperforms. The reason is almost always one person. That's not a system.
text
7 min read
Pillar 1
What Chili's Got Right That Red Robin Couldn't
Two comparable brands. Similar competitive pressures, divergent outcomes. It wasn't menu or location.
text
10 min read
Pillar 0 Webinar — Upcoming
Why Restaurant Brands Can't Win at Online Hospitality — And What It's Costing Them
Sai Alluri presents the structural impossibility case live. Five pain points, real operator data. Followed by open Q&A.
📅 Late June 2026 ⏱ 60 min + Q&A 👤 Sai Alluritext
Register for free
Pillar 1 Webinar — Coming Soon
See Unreasonable Hospitality in Action: Alfie, Rockie, and the Loop
Sai opens with the UH framework, then hands to a live product walkthrough: Alfie handling a real recovery, Rockie surfacing the pattern behind it.
📅 End Q2 / Early Q3 ⏱ 45 min + demo 👤 Sai Alluri + Product
Join the waitlist