AI Colleague
Guest Assistant for Hotels
Front-line guest support for one property — chat + voice
The same front-line colleague, tuned for a single hotel, B&B, or motel — one address, one check-in process, front desk or keypad.
What it does
Auto-replies to guest messages on every channel — Airbnb, Booking.com, WhatsApp, direct — personalized from the guest's own reservation
Picks up the phone and talks to the guest — a real voice conversation on your own AI hotline, 24/7
Escalates to your human team the moment it should, with the full conversation attached
Creates maintenance and cleaning follow-up tasks from what the guest reports
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 on chat and voice about check-in and access, directions to the property, the local area, WiFi, parking, amenities, and house rules — for a single hotel, B&B, or motel.
- Matches the guest to their booking by phone number and personalizes from their own reservation + room; answers facts from your knowledge base, and never sees other guests' data.
- Explains how to get in (front desk, keypad, or lockbox as you configure it) — and never guesses or reads out an actual access code.
- Handles cancellations, extensions, and early/late check-in requests by pointing to the right booking channel or passing them to the team.
- Hands off to a human for lockouts, disputes, or anything outside its scope — never invents an answer.
What it can actually do
Not just what it knows — the actions it can take on a conversation. Two work from day one; the rest you switch on per assistant, so it only ever does what you have asked it to.
Answer from your knowledge base
From day oneSearches your own articles mid-conversation and answers from them, instead of guessing or falling back to a generic reply.
Chat + voiceHand off to your team
From day oneStops and escalates with the full conversation attached — on voice it can ring a human into the same call rather than taking a message.
Chat + voiceIdentify a caller with no matching number
Asks for the confirmation number on the guest's booking email and finds the stay from it — for the large share of bookings that carry no phone number, or guests ringing from someone else's phone.
VoiceRe-send check-in details
Sends the access instructions again by SMS or email, to the contact on the booking — never read out loud over the phone.
VoiceCreate a maintenance or cleaning follow-up task
Turns what the guest reported into a real task your team sees — a broken shower, a missed clean, a callback — and confirms with the guest before creating it.
ChatOpen a ticket in your helpdesk or CRM
Creates the ticket or contact in the system you already run, so the conversation lands where your team works.
VoiceTrigger your own automation
Posts the conversation and the details it collected to any endpoint you own — n8n, Zapier, Make, your own service — so you can wire an action we have not built.
VoiceIncluded with every colleague
You pay for the colleague. The systems it works in come with it — no separate charge, however many properties you run.
Task system
IncludedCleanings, repairs and turnovers organised per property, with photo evidence and a quality check. The colleague opens tasks into it; your team works them.
Escalation system
IncludedWhen something is beyond the colleague it reaches a human — in Slack, by email or on the phone — with the conversation and the context already attached.
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
What kind of operator/property this is, in a few words — e.g. "a riverfront motel with 10 guest rooms and a 3-bedroom vacation house".
Address
The single address of your property — a hotel or one building. e.g. "160 South Water Street, Lewiston, NY".
Local area highlights
Nearby landmarks guests ask about — e.g. "the Niagara River, Artpark, downtown Lewiston".
Access / check-in instructions
How a guest actually gets in — keypad, lockbox, smart lock, front desk. The mechanism only; never an actual code.
Check-in time (fallback)
Only used for properties whose listing publishes no check-in time.
Check-out time (fallback)
Only used for properties whose listing publishes no check-out time.
What it reads live — and never sees
Matched to the live reservation by the guest's phone number on the booking, and read fresh every conversation — nothing is baked into the prompt.
Anatomy of an answer
Every answer is assembled from named facts.
A colleague reads one knowledge core — your business details, your live reservation and listing data pulled fresh in every conversation, and the knowledge base you author — then takes a real action. Nothing is invented, and you can see exactly which facts were used.
Diagram. Five integrations — Hostaway PMS, Airbnb, Booking.com, Stripe and HubSpot — feed a knowledge core of fourteen named facts, grouped into live PMS data, your business details, and knowledge-base articles you author. Four AI colleagues work around that core: Guest Assistant on WhatsApp and Twilio voice, Team Assistant in Slack and Microsoft Teams, Receptionist on the company phone, and Leads / Sales for inbound owners. For each question a colleague reads three or four specific facts and then emits one platform action code — ACCESS_INSTRUCTIONS, PARKING_QUESTION, WIFI_QUESTION, CREATE_TASK, CAPTURE_LEAD, UPDATE_KB, SEND_TEMPLATE or ESCALATE. The guest-facing colleague explains how a lockbox works but never reads an access code aloud.
Action codes it can trigger
Legend
Guardrail. The guest-facing colleague explains how the lockbox works and where to find it — it never reads an access code aloud. Anything it cannot ground in a named fact becomes ESCALATE: a Slack alert to ops, and a support case opened with the full transcript.
Reads live
- Reservation — arrival, departure, party size, booking status
- Property — name, address, city, capacity, beds, amenities
- Pet policy — derived from the listing's amenities, not typed by hand
- Your knowledge base
Never sees
- Access codes / door codes — never read out or guessed
- Pricing or payout internals
- Any other guest's booking, or any booking not matched to this caller
Flat — no tiers, no per-property, no usage meter. 14-day free trial, no credit card.