Solutions by industry / hotels
A chatbot for hotels that answers guests before they call the front desk
Most guest messages are not about rooms. They are about the stay around the room: what time is check-in, can I drop my bags early, is breakfast included, where do I park, can I bring the dog, how do I get here from the airport. Your front desk answers these all day, in several languages, often while a guest is standing in front of them. The answers are already in your policies and on your website.
The agent answers those from your own content, in the language the guest writes in, at 3 a.m. as easily as at noon. It does not connect to your property management system, booking engine, or channel manager, so it never quotes a rate or confirms a room. When a guest wants to book, change a stay, or needs something during their visit, it collects the details and hands off to your team.
What hotels support teams run into
- Front desk staff answer the same check-in, parking, and breakfast questions dozens of times a day.
- International guests write in languages nobody on shift speaks.
- Pre-arrival questions sent at night wait until morning, and some guests book elsewhere in the meantime.
- Group and event enquiries get lost among routine messages in a shared inbox.
Questions the agent answers on its own
From your approved content, in the customer's language, at any hour.
- "What time is check-in, and can I leave my bags early?"
- "Is breakfast included in the room rate?"
- "Do you have parking, and how much does it cost?"
- "Are dogs allowed in the rooms?"
- "How do I get to the hotel from the airport?"
- "Do you have a cot or extra bed for a child?"
- "What is your cancellation policy?"
- "Is the pool open in winter?"
When it hands off to your team
With its own reason, an urgency, and a summary. Your team is notified by email, Telegram, or SMS.
- A guest asks about availability or wants to book: the agent collects dates, number of guests, and room type, then hands off to reservations.
- A guest wants to change or cancel an existing reservation: always a person, with the booking reference captured.
- A wedding, conference, or group block enquiry: route to sales with the date and group size.
- A guest reports a problem during their stay, such as no hot water: escalate as urgent to the front desk.
- A specific accessibility or medical need that your published information does not cover: hand off instead of guessing.
What to load into the knowledge base
- House rules and policies: check-in, check-out, cancellation, deposits, pets
- Room type and amenity pages, synced from your website
- Directions, parking, and airport transfer information
- Breakfast, restaurant, and spa opening hours
- Local area guide you already give to guests
- Accessibility information for rooms and public areas
Channels
The website widget on your rooms, policies, and directions pages. Telegram for guests who prefer to message there. WhatsApp is coming soon and is not available yet. The agent does not answer phone calls, so your phone line stays with the front desk.
Setup, in practice
Load your house rules and cancellation policy first, then sync the rooms, amenities, and directions pages. Upload the guest information sheet you already hand out at check-in. Require an email before the chat starts so reservations can follow up. Write escalation rules for bookings, changes, group enquiries, and in-stay problems. Add the front desk and reservations team to the inbox and send urgent notifications to the front desk by Telegram or SMS.
FAQ
Can it check room availability or take a booking?
No. It does not connect to your property management system, booking engine, or channel manager, and it does not take payments. It collects the guest's dates, party size, and contact details, then hands off to reservations with a summary.
Will it quote room rates?
Only rates you have published in your content, and rates change often. Most hotels leave rates out of the knowledge base and let the agent send pricing questions to reservations, so a guest never sees a stale number.
Does it answer guests in their own language?
Yes. It replies in the language the guest writes in, even if your policies and pages are in one language. No setup is needed.
Can guests reach it on WhatsApp or by phone?
Not yet. It runs in the website widget, Telegram, and Discord. WhatsApp is coming soon. There is no phone or voice channel. SMS is used only to notify your staff about a handoff.
Does every front desk shift need its own seat?
No. There is no per-seat pricing. Add front desk, reservations, and management to the same inbox. Anyone can join a conversation at any time, and the agent goes quiet once a person replies.