Back to basics: What is a chatbot and does my hotel need one?

Chatbot: New #1 A I. Solution for Hotels

hotel chat bot

Every time HiJiffy’s conversational AI chatbot learns how to answer a new request after interacting with a guest, the improved ability and knowledge become available to all HiJiffy clients. Essentially, “network effects” mean the chatbot becomes smarter with use, as additional information is added. Over 200 hospitality-specific FAQ topics available for hotels to train the hotel chatbot, and the possibility of adding custom FAQs according to your needs. Edwardian Hotel’s chatbot ‘Edward’ is so good at responding to requests that guests think they are talking to a member of staff.

  • In the age of WhatsApp and WeChat, as chat becomes the primary mode of communication for the new age guest, chatbots becomes a key medium to connect with the customers.
  • If you want to try your hands on a forever-free chatbot platform, you can go with ProProfs Chat, which can help you offer delightful customer support to your guests.
  • So, anything hotels can do to keep their guests informed and manage expectations is critical.
  • The ChallengeBefore making a reservation, potential guests often have a long list of questions.

The AI integration is still in its initial stages, and it is not currently capable of planning an entire trip, as Expedia is cautious about providing incorrect or substandard information. Despite the impressive advancements in AI chatbot technology, errors may still occur; hence, precautionary measures have been implemented. Travelers can instantly begin using the ChatGPT-driven travel planner on their iOS devices by downloading the Expedia mobile app. When customers with a compatible phone or tablet open the app, they will automatically see a button. At, we consider the ability to hold meaningful chat conversations with clients the bare minimum skill that any guest service agent has to have.

Hospitality Chatbots: Everything You Need to Know in 2024

Our Guest Relations Assistant is already powered by multi-agent AI technology, the most advanced generative AI technology available today. And in collaboration with industry partners, we’re already working on teaching the assistant some exciting new skills that you’ll be able to benefit from when ready. By no means is this an exhaustive list, but goes some way to achieving goals, and through the use of best practices, will help ensure a memorable guest experience – achieved through the effective use of tech.

It is a technological tool which allows the hotel to chat in real time with clients who visit their website. Unlike chatbots, a live chat requires human intervention (normally the reception or customer service team). As we will see later on, the live chat function is very complementary and many chatbots are incorporating it.

Additionally, hotel chatbots can create a sense of urgency by showing guests the limited availability and time of the offers. Finally, the WhatsApp chatbot app for hotels can aid in the administration of reviews. Receiving a negative internet hotel chat bot review can be disastrous to a hotel’s reputation, potentially discouraging future travellers from booking. However, having a direct line of communication with customers during , and soon after their stay, can assist in avoiding this.

We update you on the latest trends, dive into technical topics, and offer insights to elevate your business. Collect and access users’ feedback to evaluate the performance of the chatbot and individual human agents. Over 200 hospitality-specific FAQ topics available for hotels to train the chatbot, and the possibility of adding custom FAQs according to your needs. According to SiteMinder’s survey on “Why do Guests abandon their booking”, 13% of visitors dropped off the booking journey because they found the process to be overly complicated.

The Future of Hotel Chatbots

Because they are fast, operating 24/7, and can be multilingual, chatbots are like a super-powered member of staff. Conversational AI hotel chatbot works by communicating with guests using Natural Language Processing (NLP). The AI chatbot learns to understand questions and trigger the correct response. Because it learns with each new interaction, its ability to drive bookings for your hotel will always be improving. In most cases your hotel chatbot will either be AI-generated or rule-based, and helps with the booking process by conversing with website visitors and answering their queries.

The UpMarket SolutionUpMarket’s chatbot serves as a 24/7 digital concierge, capable of handling a wide range of in-stay services. Whether it’s ordering room service or booking a spa appointment, the chatbot ensures a smooth and efficient guest experience. Further expanding its AI application, the hotel uses this technology to understand and act on customer preferences. Through AI, they send personalized offers and discount codes, targeting guest interests accurately. The approach personalizes the consumer journey and optimizes pricing strategies, improving revenue management.

Asksuite’s AI chatbot allows hotels to automate and standardize customer service while freeing hotel reservation agents to focus on sales. The chatbot can handle repetitive inquiries, qualify leads, provide price quotes, and compare rates from multiple channels. Hotel chatbots can also refer to stored chat transcripts to sneak peek into past customer preferences to offer personalized services. These chatbots also leverage the power of social proof by showing guests the reviews and ratings of other guests who have purchased the upgrades and upsells. Hotel chatbots use post-chat surveys to conduct hotel satisfaction surveys, collecting feedback and ratings from guests about their stay. These chatbots can ask guests to rate various aspects of their experience, such as the room, the service, the food, and the overall satisfaction.

In this blog, we will explore some of the use cases of education chatbots, look at some of the best examples in the market, and discuss the benefits, features, and future of chatbots in the hotel industry. Guests may use the app to send messages to the front desk and receive immediate responses. This means that guests may make any last-minute inquiries about the hotel, the services provided, and other parts of their stay without having to go down to reception or call. Automate your email inbox with canned responses directing users to the chatbot to resolve user queries instantly. Provide a simple yet sophisticated solution to enhance the guest’s journey.

Their most recent ad, for example, criticizes the risks of vacation rental and short-term rental rivals, where guests arrive at a house that looks like a house in a scary Hitchcock film. Customers do not want to be swamped with offers, so there is a fine balance to be struck, and they will see through many less-than-subtle attempts to convince them to pay more. Besides, they were searching for a way to address commonly asked questions. For example, questions about their eligibility for different immigration programs and Visa application processes. They also needed the new solution to be integrated with their CRM software for lead qualification and personalization. Visit ChatBot today to sign up for free and explore how you can boost your hotel operations with a single powerful tool.

Yes, the WhatsApp Chatbot can be programmed to communicate in multiple languages, making it ideal for hotels that serve international guests. This feature allows your hotel to provide personalized service to a broader customer base. The WhatsApp Chatbot automates many routine tasks such as handling inquiries, managing reservations, and taking room service orders. This reduces the load on your customer service team and decreases the need for additional staff, leading to significant savings in operational costs. Using guest data (with proper permissions), the chatbot can provide personalized recommendations for spa services, dining options, and local attractions. This upselling and cross-selling capability contributes to a significant rise in sales.

Implementing a chatbot revolutionized our customer service channels and our service to Indiana business owners. We’re saving an average of 4,000+ calls a month and can now provide 24x7x365 customer service along with our business services. Make your customer journey smoother with this hospitality chatbot template. It will be accessible 24/7, help give an immediate response to customer queries and provide all necessary details about your property.

For example, a chatbot can be integrated with room service POS software to facilitate in-room dining. They can help guests order food, track the status of their order, tip the service staff, and even leave a review. Getting stuck in line behind a group of other guests is never fun, especially when the checkin process is long. They act as a digital concierge, bringing the front desk to the palm of guests’ hands. It could be a good idea to include valuable information regarding their stay in this initial communication, such as check-in timings, pet policy, or nearby attractions.

Users can place orders for food and beverages right from the chatbot itself. For any issues that the user may encounter, Sherabot lets them contact the HelpDesk for further assistance. Virtual assistants, digital assistants, virtual concierges, conversational bots, and AI chatbots are all different names for chatbots. A January 2022 study that surveyed Chat GPT hoteliers worldwide identified that independent hotels increased their use of chatbots by 64% in recent years. At the same time, hotel chatbots will steadily become better at collecting and processing guest data. Even your team will benefit from this type of analysis since they can leverage this information during their own guest interactions.

In fact, Edward is so good at his job that many guests thought they were dealing with a real person, and praised him with glowing reviews on TripAdvisor. There are companies that value being able to book through a chatbot above everything else. Between 30% and 50% of enquiries received via their chatbot are somehow related to a booking, a high percentage which we must understand with caution. You can foun additiona information about ai customer service and artificial intelligence and NLP. There are endless questions related to a booking such as how to check prices, what are the cancellation policies or knowing what a rate includes.

It means that the higher the service score from a client, the higher the revenue they will bring to your hotel. Chatbots are becoming increasingly popular in various industries and can be used for different purposes. Some chatbots provide information, such as the weather bot created by Poncho, while others, like the Slack bot developed by Paypal, are used for transactions. Your property stands to benefit from this massively; you’ll be able to wow guests with more tailored experiences, build your reputation for outstanding service and drive more sales. By Dean Elphick

Dean is the Senior Content Marketing Specialist of Little Hotelier, the all-in-one software solution purpose-built to make the lives of small accommodation providers easier. Dean has made writing and creating content his passion for the entirety of his professional life, which includes more than six years at Little Hotelier.

This gives them more time to concentrate on interactions that need the human touch. Generative AI hospitality chatbot provide answers to frequently asked questions (FAQs) by using quick inputs that cover all the information about their properties. By leveraging advanced capabilities like GPT-4, the interactions will become more efficient as the responses can be tailored to address customers’ inquiries precisely. The AI system is capable of understanding complex queries that involve multiple questions or requests and can deduce the intended meaning of incomplete or misspelled sentences.

Hotel chatbots benefit your hotel, staff and guests in many ways, from saving everyone time to ensuring a smooth stay experience. Public-facing bots are accessible via a hotel’s website and handle questions during all stages of the guest journey. Their primary goal is to help people find the information they need and guide them through the booking process. We’ve already provided the top ten benefits demonstrating how these systems can improve the overall customer experience.

Within the next three years, 78% of hoteliers anticipate boosting their tech investments. The trend reflects a commitment to evolving guest services through advanced solutions. Moreover, these digital assistants make room service ordering more convenient. Thus, bots not only elevate comfort but also align with contemporary hospitality demands.

A hotel chatbot is a type of software that is used to replicate a conversation between the property and a potential guest on the hotel’s website. The chatbot is designed to ask and answer common questions, so it can help guests find the information they need and make a booking decision. Talking to a computer may not sound like a very personal experience to offer guests, but with the help of natural language processing, chatbots can expertly mimic a real, human conversation. Hotels across the industry are using chatbots to improve customer relations by responding in real-time to messages across channels — especially in an effort to attract and appease more millennials. It’s a smart way to overcome the resource limitations that keep you from answering every inquiry immediately and stay on top in a service-based world where immediacy is key.

5 Hotel Chatbots That Will Make Your Stay More Satisfying – Successful Meetings

5 Hotel Chatbots That Will Make Your Stay More Satisfying.

Posted: Thu, 15 Feb 2018 08:00:00 GMT [source]

Clients (myself included) are capable of browsing on dozens of websites (among them many OTAs) and even visit actual travel agencies to look for answers to their questions. The website which answers them will also be where they will feel comfortable booking. So the first thing that needs to be prepared — when implementing a chatbot in your hotel — is actually your people’s mind.

In 2018, we could say that the best candidates for this category are ‘blockchain’, ‘artificial intelligence’ and, of course, ‘chatbot’. Endless articles and big promises of how your life will change thanks to them have started to appear everywhere and it seems that they have gone from unknown to essential from night to day. In this post we will try and explain what they are, what they’re for, their limitations, what you should look for in them and the benefits that they can bring to your hotel services and direct sales. Don’t expect your life to change just because you’ve brought in a virtual assistant.

Of the many tools found online, like Asksuite, HiJiffy, Easyway, and, one stands out for its incredible support and ease of integration – ChatBot. This streamlined hotel chatbot offers quick and accurate AI-generated answers to any customer inquiry. Today, there are many dedicated hotel chatbot providers that will integrate directly with your website and/or online booking engine. It is recommended that you work with one of these specialists to implement your chatbot, as it will make the process quick and simple for you.

Every AI-powered chatbot will be different based on the unique needs of your property, stakeholders, and target customers. However, you should experience any combination of the following top ten benefits from the technology. Your hotel website is where the direct booking magic happens, and also where your customer service comes to the fore. Implementing a chatbot to help with this is a lot easier than you may think. For example, when a visitor lands on your website the chatbot’s first question may be “Do you have a reservation with us? ” If the user answers “no”, the chatbot may then ask “would you like to check availability and view rooms?

As technology continues to evolve, the future holds even greater possibilities, where Generative AI could simplify the user experience further. With a simple prompt for a weekend getaway, users could receive a comprehensive itinerary that includes the ability to compare, book, and pay for all their travel arrangements in one place. The ongoing development of Generative AI is set to revolutionize the industry and provide travelers with seamless, intuitive, and all-inclusive solutions for their travel needs. Hoteliers often have concerns about incorporating artificial intelligence (AI) into their operations due to the fear of compromising the personal touch that defines their industry. The hospitality sector takes pride in delivering tailored experiences for guests, which is challenging to achieve with a standardized approach.

Because a chatbot interacts with guests at most (if not all) stages of their stay, you’re able to gather valuable information which can later be used to automate personalised services for current or future stays. This enhanced personalisation also goes a long way towards building brand loyalty. We are still working and are open to integrating any chatbot with our clients’ websites, as well as being able to provide real-time quotations through integration with our booking engine.

The WhatsApp Chatbot can provide swift and accurate responses to customer queries, manage bookings efficiently, and offer instant solutions, all through WhatsApp. This seamless interaction contributes to overall customer satisfaction by providing superior service on a platform that guests are already using daily. In conclusion, AI chatbots have proven to be useful tools for the hotel industry, enhancing operational effectiveness, increasing direct bookings, and improving customer service. Hotel owners and managers can decide whether or not to add a custom chatbot to their website by carefully monitoring the KPIs that are pertinent to their business.

This ensures that interactions reflect your brand’s voice and adhere to your policies, offering a personalized experience to your guests. For such tasks we specifically recommend hotels deploy WhatsApp chatbots since 2 billion people actively use WhatsApp, and firms increase the chance of notification getting seen. Absolutely, the WhatsApp Chatbot can be programmed to answer a wide range of FAQs, including details about hotel amenities, services, restaurant hours, and more. It enables guests to get their questions answered directly via WhatsApp, a platform they frequently use. Consequently, the resort wanted to increase the efficacy of its engagement on Messenger in addressing users’ queries as well as driving awareness to its shopping and dining offerings.

They are also a great resource to streamline processes and a valuable solution for the ever-going staffing crisis in the hospitality industry. HiJiffy is a hotel chatbot solution that aims to boost direct bookings, enhance guest communication, and automate repetitive tasks. Conversational AI powers this chatbot, which specializes in hospitality and can provide instant answers to guests’ queries in multiple languages. Beyond direct reservations and cost savings, AI chatbots can streamline monotonous tasks and offer tailored recommendations to improve the guest experience.

Many tech-savvy guests prefer to save time by handling simple tasks like check-in and check-out without the help of staff. After booking, your team can chat with guests through their preferred channels like SMS, WhatsApp, and Facebook Messenger. The service is available throughout the entire guest journey, even after check-out. Guests can access their portal to view important details such as check-in information, registration cards, and Wi-Fi passwords. Hotel chatbots became a great tool to help hotel staff deal with their high workload and the repetitive questions they must reply to daily. These conversational bots also provide a scalable way to interact one-on-one with buyers, which can be especially handy in a labor shortage.

And a hotel chatbot makes it easy for them to share the pros and cons of their visit. Unlike human staff, chatbots are available 24/7, ensuring round-the-clock assistance for guests. This constant availability is invaluable for handling reservations, providing information about amenities, and addressing customer queries at any time of the day or night. This contributes to an enhanced customer experience and builds trust in the brand’s commitment to customer satisfaction. Hotel chatbots can also incentivize guests to complete the surveys by offering them rewards, discounts, or loyalty points.

hotel chat bot

As one of Singapore’s icons, it has a huge following and receives a large number of queries via Facebook Messenger. Please note that the flows below are only meant as examples to demonstrate functionalities. We would expect the bot to also handle questions having the same meaning but posed in different ways. You can check out this simple Rasa tutorial to get an idea of how to approach the problem. Customer satisfaction and operational effectiveness are crucial to success in the competitive and dynamic hospitality sector.

Hotels can often be slow adopters of new technology, leaving some guests frustrated. Hotels can take the same approach to selling rooms, upselling guests, and selling extras. Both tools will help improve guest experience, but a chatbot is ultimately more efficient for hotels who are still battling staffing issues within the industry.

Why does your hotel need a chatbot?

It’s a good idea to strive to improve the guests’ experience once the WhatsApp chatbot integration has been established and they’ve been reassured about the hotel’s availability and travel arrangements. Hoteliers must consider some of the services, leisure activities, and other products they have available and how they may leverage the channel to upsell them. Impress your guests with accurate details about your hotel using our booking chatbot. From hotel location to amenities, deals, and packages, it provides compelling information that sparks their interest and encourages direct bookings with your hotel. This virtual handholding can also boost booking conversion rates, leading to an increase in direct bookings. You can even install it on social media platforms to encourage direct bookings and boost revenue.

This could elevate customer engagement by 50% on digital and social media platforms, turning passive viewers into active hotel guests. Chatbots and AI are being used more and more in the sector to improve customer service, streamline processes, and increase revenue. This article looks at the successful implementation of AI chatbots by a number of major hotel chains and the lessons business managers can take away from it. These chatbots offer predetermined answers and are excellent for handling FAQs. For instance, a rule-based chatbot can quickly answer questions about hotel amenities or check-in and check-out times. It is up to you as to how you use AI at your property and how it impacts your guest experience.

Push personalised messages according to specific pages on the website and interactions in the user journey. ISA Migration uses Facebook as one of their primary communication touchpoints. Potential clients who visit their page were looking for information regarding immigration and visa application processes. We built the chatbot entirely with Hybrid.Chat, a chatbot building platform we created for enterprises and start-ups alike. Eva has over a decade of international experience in marketing, communication, events and digital marketing.

Sometimes, guests want a last-minute solution because of unforeseen plans. Having as smooth and efficient a booking process as possible feels rewarding to these customers and will boost your word-of-mouth marketing and retention rates. If a family purchased a cot upgrade for their 11-year-old at last year’s stay, an automated hotel chatbot can suggest that same experience and even ask how their now 12-year-old is doing. With 90% of leading marketers reporting personalization as a leading cause for business profitably, it only makes sense to integrate such systems into your resort property.


In turn, enhancing your conversations and multiplying your direct bookings. Lastly, with Whitle for Cloudbeds, your property will access key analytics metrics such as response time, sentiment, number of inbound messages, upsells, and direct bookings. Regularly monitoring and evaluating the performance of AI chatbots and human staff is essential to maintaining a high standard of customer service. An AI-powered assistant can provide your guests with information on availability, pricing, services, and the booking process. It can also quickly answer frequently asked questions (FAQs) and provide detailed information about your property and the local area. Communication is key, and with an AI chatbot, you can look after your guests’ needs at every touchpoint of their journey.

A hotel chatbot is conversational software designed for the hospitality industry to simulate human conversation. It allows hotels to communicate with guests instantly and personally without sacrificing automation. A chatbot can quickly direct guests down the booking path, and reduces a hotel’s dependency on online travel agencies to increase direct, non-commissionable booking revenue. If your bot is always present within popular messaging apps used by millions of people every day, eventually guests will start to use this method as a natural way to book their trips. The Bonomi virtual assistant is a hotel chatbot framework that the Bonomi team will copy and customize for different hospitality clients.

For example, from the hotel room through a QR code – to a request form for a table reservation or wake-up call in the chatbot. Expedia’s partnership with OpenAI is presently in the beta testing phase, providing them with the opportunity to enhance the user experience promptly, depending on members’ interactions with it. The travel reservation platform has introduced a “conversational trip planning” feature, which is powered by OpenAI’s artificial intelligence program.

Thus, AI integration reflects a strategic blend of guest service enhancement and business optimization. While the advantages of chatbots in the hospitality industry are clear, it’s equally important to consider the flip side. Next, we will navigate through the potential challenges and limitations inherent in this technology, offering a balanced perspective. What used to cause long wait times at your front desk or call center can now be resolved within minutes. Learn how artificial intelligence is disrupting the hospitality industry and how chatbots can help hotels exceed customer expectations while lowering costs. They can help hotels further differentiate themselves in the age of Airbnb by improving customer service, adding convenience, and giving guests peace of mind.

HiJiffy is an AI-powered solution that helps hoteliers connect with their guests and drive revenue. Part of this is a hotel chatbot which operates as a booking assistant and virtual concierge, automating many of the initial interactions that a guest may have with your hotel. By handling these queries efficiently, a hotel chatbot enhances guest satisfaction, reduces the workload on hotel staff, and ensures a seamless guest experience. While chatbots still have room for improvement (and a few complex hurdles to overcome), it’s an exciting new technology that has the power to help you improve customer service, increase revenue and drive bookings.

They are programmed to interact with users in a manner that is both immediate and personalized, all while maintaining the efficiency of automation. With hotel chatbots, hotels can provide immediate, personalized customer service to their guests any time they need it. This gives guests added peace of mind, improves customer satisfaction, and establishes trust. If done right, a great chatbot can even be a deciding factor when it comes time to choose between a rental property and a hotel. A hotel chatbot is an artificial intelligence (AI) application designed to engage with hotel guests and provide personalized assistance through chat interfaces.

hotel chat bot

They can also provide text-to-speech support or alternative means of communication for people with disabilities or those who require particular accommodations. Supported by a hotel chatbot, your front desk can focus on providing the best experience while guests can receive the information they need. An increasing number of travelers are using technology that simplifies the booking process. Using chatbots, you can assist multiple customers at once and quickly provide them with the information they need rather than making them wait.

hotel chat bot

Gateway Containers collects the information of website visitors who are interested in their services through a traditional contact form (conversion rates usually below 2%). Now that you know why having a chatbot is a good idea, let’s look at seven of its most important benefits. In today’s fast-paced world, it’s essential to respond to messages promptly. Customers expect quick and immediate answers, and addressing their questions and concerns is necessary. That’s hardly surprising since so many businesses use them today, especially online retailers and service providers. Many properties include meeting spaces, event services, and even afternoon pool parties for children’s birthday parties.

Usually, the availability of a service is determined by the opening hours of the customer service staff or call center. However, having chatbots on your website ensures every lead is attended to 24/7. All this makes hospitality chatbots a valuable part of a modern hotel tech stack and hotel operations. As developers refine the language models and technology behind bots, interactions with them will keep becoming more human. But it’s even better to keep the conversation going across several channels. This gives guests more flexibility and increases your chances of driving business, be it room bookings or the sale of add-ons.

  • With an omnichannel hotel chatbot, guests can contact you via their preferred messaging platform, e.g., Instagram, WhatsApp, or WeChat, instead of just your site.
  • You don’t want to lose potential customers and bookings just because a guest in one time zone cannot access your hotel desk after hours.
  • A hotel chatbot is an artificial intelligence (AI) application designed to engage with hotel guests and provide personalized assistance through chat interfaces.

Such a streamlined process not only saves time but also reflects a hotel’s commitment to client convenience. The integration of such AI-driven personalization signifies a new era in guest service, where each interaction is carefully modified to individual tastes and needs. Dive into this article to explore the revolutionary impact of AI assistants on the sector.

Virgin Voyages recently made headlines by adding a “Shake for Champagne” feature to its mobile app. Onboard the ship, you can shake your phone to order a bottle of Champagne to be delivered wherever you are. Hotels like Hilton are starting to recognize these differences and are now playing to their strengths.

Once you are finished you can let us know and we will test how well your chatbot is able to respond to the flows given below. You will be graded based on the number of correctly handled conversations. Give your hotel team the tools behind the scenes to maintain high-quality control and efficiently manage day-to-day operations.

You can craft personalized upselling opportunities targeting guests with room upgrades, spa services, on-property restaurants, and more. Remember cross-selling opportunities, like tailored recommendations for special offers. When potential guests visit a hotel website, they often have questions before booking.