11-50 employees
A 45-room boutique hotel was receiving 150+ guest inquiries daily via phone, email, and messaging apps. Front desk staff was overwhelmed, leading to slow response times and missed upsell opportunities. After-hours inquiries often went unanswered until the next day.
Deployed an AI-powered chatbot that handles common guest questions (check-in times, amenities, local recommendations, room service), processes simple requests (extra towels, wake-up calls), and upsells hotel services (spa appointments, restaurant reservations). Complex queries are escalated to staff.
Integrated chatbot on hotel website, WhatsApp, and Facebook Messenger. Trained AI on hotel FAQs, local area knowledge, and service offerings. Connected to property management system for real-time room availability and booking. Set up escalation protocols for complex requests. Launched with 24/7 availability.
Guests appreciated 24/7 availability, especially international travelers in different time zones. The AI was excellent at suggesting local restaurants and activities, which enhanced guest experience. Staff initially feared job loss but found the chatbot freed them to focus on high-touch service and complex guest needs.
We almost made the chatbot too robotic and formal. Testing revealed guests preferred a friendly, conversational tone. We also learned to clearly identify the chatbot as AI - guests appreciated transparency and knew when they were being escalated to a human.