A first response when reception is busy
Guests message during check-in, overnight and from other time zones. Many enquiries concern information the hotel already knows: breakfast hours, check-in policy, room features and directions. A hospitality chatbot can make this information available around the clock, while reception retains responsibility for decisions and exceptions. Otelbot is a multichannel AI customer assistant, with hotel guest messaging as one of its use cases.
What an AI concierge can explain
- Check-in and check-out times, and the property's approved early-arrival policy.
- Verified room features, occupancy rules and service descriptions.
- Breakfast, parking, accessibility and pet policies when supplied by the hotel.
- Directions, transfer contact details and approved local guidance.
- The published cancellation and payment process, without inventing exceptions.
The information can come from website pages, PDF documents and prepared answers. The multilingual infrastructure supports more than 80 languages, helping guests ask in their own language. Key property terms and guest languages should be tested before launch; multilingual support is not a guarantee of flawless translation.
Reservation enquiries are not confirmed bookings
A guest may ask, “Do you have a room next Friday?” The answer requires reliable room availability. If the property has a compatible and configured live integration, the assistant can use the information exposed by that connection. A room type description alone cannot establish that a room is available.
Live rates, inventory and reservation actions require the relevant integration, access permissions and acceptance tests. Otelbot has configurable API tools and a reservation-engine connection in its codebase, but no universal PMS or channel-manager compatibility is implied. Where the required connection is absent, the assistant should explain approved information and guide the guest to reception or the booking channel. It should not fabricate a price or confirm a booking.
Special requests belong in a clear staff workflow
A guest requesting table decoration, a late checkout or a transfer needs an acknowledgement and the next step. The assistant can collect the request under the hotel's instructions and arrange the agreed handoff or contact route. It must not present receipt of a request as approval of the service. Conversation records and summaries help staff follow up; email notification is configurable.
Set up hotel WhatsApp automation carefully
Choose the business number and connection method, prepare guest information and define when automated replies should stop for staff takeover. Instagram DM and Messenger require their own account connections. Using the same knowledge base across channels keeps supplied information consistent, but does not imply automatic guest identity matching between channels.
Test a normal amenities question, an unknown availability question, a special request, a language change and a staff takeover. Make source updates part of the hotel's daily workflow when services or prices change.
See AI customer service for the general response model. Request a hotel demo with your property website, intended channels and current reservation system so integration scope can be checked.