AI Agents for Hospitality

The agent handles the pre-arrival communication sequence for confirmed bookings. At a defined interval before arrival (typically 48 hours and 24 hours), it retrieves the booking record from the PMS or channel manager, reads the guest profile for preferences already on file (pillow type, floor preference, dietary requirements, loyalty tier, previous stays), and generates a personalised pre-arrival message that reflects the actual booking content and the guest's known preferences rather than a generic template.

The message is composed using the guest's name, the specific room type booked, the confirmed arrival date and check-in time, any special requests already captured on the booking, and personalisation drawn from the guest profile. For returning guests, the message can reference their previous stay and any preferences logged from that visit. For first-time guests, the message sets arrival expectations, links to pre-check-in, and invites them to share preferences before they arrive.

The agent sends the message via the configured channel (email, SMS, WhatsApp, or your guest messaging platform API), logs the send event to the PMS or CRM, and tracks whether the guest responds. Responses that indicate a preference update or a question the agent can answer within its scope are handled directly. Responses that require staff action, a special request outside standard inventory, a complaint, or a request the agent cannot resolve from booking data, are escalated to the front desk with the full conversation context. Every send and every response is logged, giving the team a complete pre-arrival communication record for each arrival.

The agent handles reservation amendment requests that fall within the property's booking policy without requiring staff involvement. Covered amendments are defined during setup and typically include: date changes within the rate's amendment terms, room type upgrades where inventory is available at the approved rate differential, special request additions (early check-in request, late check-out request, room preference), and cancellations within the policy's free-cancellation window.

When a guest submits an amendment request (via a self-service link, messaging channel, or the hotel's app), the agent retrieves the booking record, checks the rate's amendment terms, checks real-time availability for the requested change, and either confirms the amendment or explains why it cannot be completed within policy. If the amendment is within policy and inventory supports it, the agent applies the change to the PMS, sends the guest an updated booking confirmation, and logs the amendment action with a timestamp and the specific change made.

Requests outside the agent's defined scope, amendments that would breach the rate terms, requests that require a rate override, or requests involving a dispute, are routed to the reservations team with the guest's request and the booking context pre-loaded. The team handles the exception without needing to gather the background information the agent has already assembled. Every amendment handled and every escalation triggered is logged, giving the reservations team a complete change history for each booking.

The agent monitors new guest reviews published across the configured review platforms (Google, TripAdvisor, Booking.com, and others via their review notification APIs or aggregator integrations) and drafts a response for each review within a defined turnaround time. Review monitoring runs on a scheduled check, typically every 30 to 60 minutes during business hours, so new reviews surface quickly rather than waiting for a team member to log in and check each platform manually.

For each new review, the agent reads the review content, the reviewer's rating, and any specific feedback points mentioned, and drafts a response that acknowledges the specific feedback (positive or negative) rather than using a generic acknowledgement template. Positive reviews receive a response that thanks the guest for the specific things they mentioned and invites a return visit. Negative reviews receive a response that acknowledges the issue raised, avoids defensive framing, and offers a direct contact path for resolution, following the response framework defined during setup.

All drafted responses are routed to a manager approval queue before publication. The agent does not publish responses autonomously. The approval queue shows the original review, the drafted response, and the platform it will post to, so the manager can approve as-is, edit, or reject. Once approved, the agent posts the response via the platform's management API. Negative reviews that mention a serious incident (a safety concern, a significant service failure, or a legal claim) are flagged for immediate manager attention rather than queued for standard review, with a clear escalation label so they are not missed.

The agent identifies upsell and upgrade opportunities from confirmed bookings and sends targeted offers at the right point in the pre-arrival window, typically 7 to 10 days before arrival, when guests are planning their stay and upgrade offers have the highest conversion rate. Opportunity identification uses booking data from the PMS: the room type booked, the rate paid, availability of higher room categories, and the guest profile's loyalty tier and prior spend history.

For each booking where an upgrade or add-on offer is appropriate, the agent generates a personalised offer message that presents the specific upgrade available (for example, the specific suite or ocean-view room that is available and the rate difference), the specific add-on packages applicable to the booking (breakfast, spa access, airport transfer), and the guest's loyalty tier if the upgrade is offered at a tier benefit rate. The offer is sent via the configured channel at the scheduled pre-arrival interval.

Guest responses are handled by the agent: a positive response triggers the upgrade or add-on confirmation in the PMS, sends an updated confirmation to the guest, and logs the upsell revenue to the reporting system. A decline is logged and no further upsell outreach is sent for that booking. Responses that raise a question the agent cannot resolve from the offer data are escalated to the reservations team. Every offer sent, every response, and every conversion is logged, giving the revenue management team data on which offer types and lead times produce the best conversion rates.

The agent automates the daily communication between the front desk and housekeeping that typically runs through phone calls, paper lists, and manual updates to the housekeeping board. It reads the day's departure and arrival schedule from the PMS, builds the housekeeping priority list based on confirmed check-out times, incoming arrival times, and any stay-over service requests logged, and distributes the prioritised room list to housekeeping supervisors or the housekeeping management app at the start of the shift.

As room status updates are logged, whether by housekeeping staff via the housekeeping app, by maintenance completing a work order, or by front desk via the PMS, the agent tracks the real-time room status picture and flags situations that need attention: rooms that were expected to be ready by a specific time but are still in progress, rooms where a maintenance issue was logged that blocks the room from being assigned, and arrivals who have checked in early and need their room prioritised. These flags are surfaced to the housekeeping supervisor or front desk manager, not buried in a status board that requires someone to actively monitor it.

For stay-over service requests submitted by guests via the guest app or messaging channel (extra towels, toiletries, a specific service time), the agent logs the request to the housekeeping task list and confirms receipt to the guest. Requests that are unusual or require supervisor approval are flagged rather than auto-added to the task list. Every task assigned, every status update, and every escalation is logged, giving the operations team a complete picture of housekeeping activity for the day and a searchable record for incident follow-up.

The agent handles routine loyalty programme interactions that currently reach the front desk or reservations team by phone or email: points balance enquiries, redemption requests for standard rewards, tier status questions, missing points claims for completed stays, and updates to communication preferences. These queries follow defined rules and do not require judgement calls, they require looking up an account, applying a rule, and confirming an outcome.

For points balance and tier status queries, the agent retrieves the member's account from the loyalty platform API, formats the relevant account summary (current balance, tier, tier qualification progress, upcoming expiry), and responds directly via the member's preferred channel. For redemption requests for standard rewards (a free night, a dining credit, a spa voucher), the agent checks the member's balance, confirms the reward is available and redeemable, processes the redemption via the loyalty platform API, and sends the redemption confirmation.

Missing points claims are handled by the agent where the stay record can be located and the points can be calculated and posted automatically. Where the claim requires manual review, a stay outside the standard claim window, a stay at a non-participating property, or a discrepancy that cannot be resolved from the available data, the claim is routed to the loyalty team with the member's account details, the claim information, and the specific reason it needs manual review. Every interaction is logged to the member's account, giving the loyalty team a complete interaction history for dispute resolution or member service review.