Hotel guest messaging with AI means one agent that reads every channel, answers routine questions in the guest's own language from the reservation and the house rules, and hands anything it cannot answer, or should not promise, to the desk.
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Most guest questions are simple and repetitive: check-in time, parking, the airport transfer, whether the room has a kettle, where to leave luggage after checkout. They arrive at every hour, through WhatsApp, the Booking.com and Expedia inboxes, email and the web chat, and in whatever language the guest thinks in. In a city like Barcelona, where our studio is, a single evening can bring Catalan, Spanish, English, French, German, Italian, Dutch and Korean to the same desk.
An AI concierge for hotels is only useful if it knows this guest and this hotel. That means reading the reservation in the PMS, so it knows the room type, the dates and what was paid for, and answering from the hotel's own facts rather than from a model's general idea of what hotels are like. When the fact is not there, the right reply is that a colleague will confirm, and a ticket for the desk.
WhatsApp, OTA inbox, email or web
reservation read from the PMS
routine, request or commitment
house rules and the reservation only
note on the reservation, task for the team
commitments, complaints, low confidence
The evaluation set is the hotel's own message history, by language and by category, with the awkward cases deliberately included: the guest who asks about parking and mentions a lost passport, the question about a facility that closed last month. A category goes automatic only when it passes on that set; the rest stays in draft for staff to approve.
Guests are told in the first message that they are talking to an automated assistant and how to reach a person, which is also what the EU AI Act transparency duties expect. Identity documents and card details are refused in chat and routed to the check-in process that is built to hold them.
Software that gathers the channels guests write on, usually WhatsApp, SMS, email, web chat and the OTA inboxes, into one place for the team. Adding AI changes who writes the first reply: an agent answers routine questions from the reservation and house rules, and staff handle the rest. We usually connect to the messaging platform a hotel already has rather than replace it.
For routine, factual questions that the hotel has documented, yes, once it has passed on the hotel's own past messages. For anything that commits the hotel, such as refunds, upgrades or compensation, no: those are drafted for staff. The risk with generic chatbots is invention, so ours answer only from the reservation and the hotel's own facts and say when they do not know.
We deliberately keep identity documents and card numbers out of the chat. National guest-registration rules, such as Spain's Real Decreto 933/2021, and payment card rules expect that data to be handled by systems built for it. The agent sends the guest the link to the hotel's own online check-in instead.
What we built, what stage it is at, and a link to the live thing wherever there is one.
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Send us a month of guest messages. We will show which ones your own systems could answer, in which languages.
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