The guest gets a clear answer without waiting for reception
The hotel’s knowledge base answers the most common questions about a stay. The chat finds the relevant information, responds naturally and leaves staff with a complete conversation record.
Family stay and pool hours
The guest asks whether children can use the pool in the evening and whether entry needs to be booked in advance.
Information based on the hotel’s rules
AI provides the family zone opening hours, entry rules and a link to the current regulations. If the source does not clarify an exception, it suggests contacting a member of staff.
- response from an approved source
- link to the relevant information
- option to take over the conversation immediately
The first line of response on the hotel website
The chat handles questions that can be answered using available knowledge: about the property, services, rules, travel and stays. It does not improvise when information is incomplete.
Responds instantly
It recognises the question’s intent and provides a concise answer without waiting for reception to be available.
Uses trusted sources
It builds responses solely from approved hotel knowledge and can identify the source information.
Hands over to a person
When there is no reliable answer or the guest asks for a member of staff, it hands over the conversation with the existing context.
How does the chat answer a guest’s question?
Understand the question
AI identifies the topic, language and information needed to provide an answer.
Check the knowledge
It finds the relevant rules, service descriptions and up-to-date information approved by the hotel.
Respond or escalate
It responds when the sources are sufficient; otherwise, it directs the matter to a member of staff.
Record the conversation
The full thread and handover point are visible in the Central Communication Hub.
The quality of the response depends on the hotel’s knowledge
The chat does not use random information from the internet. It needs an up-to-date guest guide, property rules and controlled access to sources.
What does AI use?
- the guest’s question and language
- approved hotel knowledge
- defined response and escalation rules
- current conversation history
What does the team receive?
- response in the website widget
- source of the information used
- full conversation history or handover to a member of staff
The hotel decides what the chat can answer itself
The scope of knowledge, response tone and handover triggers are configured for each property. Staff can see conversations and take over at any time.
The team approves sources and rules, reviews the history and takes over matters requiring a decision, exception or personal service.
The module does not confirm room availability, change bookings, accept payments or make decisions requiring a member of staff unless connected to separate, approved processes.
More answers without longer queues at reception
Guests receive routine information even outside the team’s available hours.
Reception does not have to answer the same questions manually again and again.
Every conversation and escalation remains available in one dashboard.
The website widget uses shared knowledge and a shared hub
It is powered by the AI Platform with approved knowledge and the Central Communication Hub, where the team can view and take over conversations.
Related process elements
Frequently asked questions
Does the chat respond automatically?
Yes, but only within the scope covered by the hotel’s approved knowledge and rules. It hands other matters to a member of staff.
Can a member of staff take over the conversation?
Yes. The guest can ask for a person, and the team can take over the thread without losing the existing context.
Does the chat use the internet?
It does not have to, and the standard process bases responses on controlled sources specified by the hotel.
Can the chat handle a booking?
The module itself provides informational responses. Booking operations require a separate integration and a clearly approved process.