Industry: Hospitality Tech · B2B SaaS

Role: Product Management Intern

Timeline: January 2026 - Present

Context

DigiStay.ai is building an AI-powered operating system for hotels handling bookings, billing, pricing, and guest management in one platform.

Hotel operations involve complex scenarios: prices fluctuate daily, guests modify stays mid-way, billing splits across entities, and staff must respond quickly.

The intern owned features end-to-end: conducting stakeholder interviews, creating PRDs, shipping features, and addressing production issues. Over six months, 70+ hotel owners were interviewed, 6 core features shipped, operational processes optimized, and operational hiring needs reduced by 5+ positions.

Problems Addressed

1. Support Dysfunction

Hotel staff contacted account managers for routine inquiries without tracking mechanisms.

An in-product ticketing system using Intercom was implemented with automated workflows and documentation. The bot addresses product questions and escalates issues.

Outcomes: Automated product adoption, measurable support metrics, decreased repeated inquiries, freed account managers for business development, improved resolution times by ~35%.

2. Compliance Gap (GRC)

Guest Registration Cards are legally mandated but vary by jurisdiction — a critical missing feature blocking deals.

Government requirements were researched, hotel visits conducted, and a comprehensive PRD was created addressing fields, validation, and scenarios.

Outcomes: Removed barriers for hotel sign-ups, addressed major product limitation.

3. Experience Selling Redesign

Hotels sell experiences — not just rooms — including meals and services. The system had tightly integrated components.

Room Type (physical asset) and Rate Plan (pricing + inclusions) were separated as distinct concepts.

Outcomes: Multiple offers per room, reduced pricing conflicts, improved OTA compatibility.

4. Dynamic Pricing Implementation

Prices vary based on demand and seasonality, but the system treated them as static. Dynamic pricing existed only for OTA channels.

This capability was extended to in-house property management systems, creating unified pricing functionality.

Outcomes: Increased hotel revenue potential.

5. Billing System Redesign

The system tracked payments at booking level, misaligning with reality: corporate clients pay for rooms while guests cover meals; group bookings require separate invoices.

Guest-level accounts with flexible billing and invoice options were introduced.

Outcomes: Streamlined split billing, improved front-desk operations.

6. Room Operations Flexibility

Guests change rooms, partial check-ins occur, bookings evolve — the system couldn't accommodate these realities.

Features addressing room moves, swaps, edits, and group booking management were developed.

Outcomes: System aligned with actual front-desk workflows.

Overall Impact

  • 6 production features
  • Deployment across 350+ hotels
  • ~35% reduction in support resolution time
  • Eliminated need for 5+ operations hires
  • Developed collaborative competencies with developers, operations, and marketing teams

Key Learnings

Build the right product is not the single goal. Adoption is equally important.

Documentation prevents misunderstandings later.

Problem identification precedes feature ideation.

PRDs function as agreements, not merely specification documents.