AI Colleague
Guest Communications
Front-line guest support — chat + voice
Answers every guest message and call, 24/7 — reservation-aware, and hands off to your team the moment a human is needed.
What it does
Replies to guest chat on every channel — Airbnb, Booking.com, WhatsApp, direct
Answers guest calls on a dedicated AI voice hotline, 24/7
Reservation-aware once Hostaway is connected
Escalates anything it can't resolve to your team on Slack, with full context
How it behaves
This is the actual playbook that runs in production — the same behaviour spec that powers the live colleague, not marketing paraphrase.
- Answers guest questions about check-in/access, the local area, and house rules using live reservation + listing data plus your knowledge base.
- Explains how to get into the property without ever guessing or reading out an actual access code.
- Handles cancellations, extensions, and early/late check-in requests by pointing to the right channel or the team.
- Hands off to a human for lockouts, disputes, or anything outside its scope — never invents an answer.
What you configure
You fill in a handful of business details — we manage the expert prompt behind it. Set up in minutes.
Property one-liner
A one-line description of the property or brand.
Address
Street address — single-location setups only.
Local area highlights
Nearby landmarks, transit, and neighbourhood notes.
Check-in time
Earliest self check-in time.
Check-out time
Latest check-out time.
Access / check-in instructions
How a guest actually gets in — keypad, lockbox, smart lock, front desk. The mechanism only; never an actual code.
What it reads live — and never sees
Matched to the live reservation by the guest's phone number or message thread, and read fresh every conversation — nothing is baked into the prompt.
Reads live
- Reservation — arrival, departure, party size, booking status
- Property — name, address, city, capacity, beds
- Your knowledge base
Never sees
- Access codes / door codes — never read out or guessed
- Any other guest's reservation
Flat — no tiers, no per-property, no usage meter. 14-day free trial, no credit card.