Hospitality

Answer guest questions before they become a phone call

Guests ask about parking, check-in, and whether the kitchen can handle an allergy. They ask at eleven at night, often not in your language.

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“What time is check-in?”

“Is there parking on site?”

“Can you cater for a nut allergy?”

“Can I have a late checkout on Friday?”

What a hotel actually gets asked

Both columns matter. The right-hand one is what a reader is really checking for, so it is on the page rather than in a footnote.

Answered from your own pages

The reply is the answer, with a link to the page it came from.

“What time is check-in?”
“Is there parking on site?”
“Can you cater for a nut allergy?”
“What's the cancellation policy?”
“Is the pool open in the evening?”

Handed to a person

Declined plainly, then routed with the whole conversation attached.

“Can I have a late checkout on Friday?”
“Room 214's heating isn't working.”

Each of these arrives with the whole conversation attached, so whoever picks it up starts from what the customer already said rather than from a one-line message.

A hotel reception counter with the desk phone off its cradle, suitcase handles and a coat sleeve at the frame edge.

The front desk cannot be a call centre

Guest questions are relentless, repetitive, and arrive at every hour in several languages. Every one answered by phone is a member of staff not attending to the person in front of them.

The same check-in, parking, and wifi questions arrive daily
International guests ask in languages nobody on the evening shift reads
Cancellation policy questions come in right before the deadline
Dietary and accessibility questions need an accurate answer, fast

You have already written most of it

Point the crawler at these four and the assistant has what it needs. There is nothing to re-author, and nothing to keep in sync afterwards.

01
Rooms and rates
What each room includes, and what it does not.
02
Facilities and hours
Pool, gym, restaurant, parking, access.
03
Booking and cancellation terms
The page guests read at the last minute.
04
Dining and dietary information
The answers that have to be exactly right.

The questions every guest asks

Check-in and check-out times, parking, wifi, breakfast, pets, accessibility, cancellation terms. All published, all repeated hundreds of times a month, all answerable instantly with a link to your own page.

Arrival and facilities: Times, parking, and amenities answered from your published information.
Dietary and accessibility: What you have documented, cited — so a guest can verify rather than rely on a paraphrase.
Cancellation terms: Quoted from your actual policy, which avoids an expensive misunderstanding later.
In the guest's language: Answers arrive in the language of the question, from content you maintain once.

Direct bookings depend on answered questions

Every question your own site leaves unanswered pushes a guest back to an aggregator that answers it. Handling the practical questions on your own pages, at the hour they are asked, is a direct-booking measure as much as a support one.

Accuracy where it matters most

An invented answer about allergen handling or step-free access is not a customer service failure, it is a safety one. The bot answers only from what you published and refuses otherwise, routing the guest to a person who can check.

Answered at eleven at night

Guest questions do not wait for the day shift, and neither does this.

In the guest's language

The evening shift does not have to read it to answer it.

Dietary answers from your page

Allergy questions are quoted from what the kitchen published, or refused.

The desk stops being a call centre

The person standing in front of reception stops waiting behind a phone.

Where the line is

Anything about a specific stay goes to the desk

The assistant knows what you publish about the property. It does not know which room somebody is in, whether a late checkout is possible tonight, or that the heating in 214 is broken — and it hands all three straight to your team.

Facilities, policies and dietary information: answered from your pages
Requests about a specific booking or room: routed to the desk
Allergy answers come from published material, never inferred
Overnight escalations arrive with the conversation attached

Dietary questions deserve a deliberate decision. If your kitchen's position is not written down anywhere, the honest outcome is a refusal — which is a reason to write it down rather than a reason not to install this.

A housekeeping trolley stacked with folded linen parked beside a part-open room door in a hotel corridor.

What a hotel asks first

Short answers. If yours is not here, the assistant on this page will try it — and tell you honestly if it cannot.

Can it take or change a booking?

No. It answers questions about your booking and cancellation process and hands the guest to your booking route or a person. It does not write to a reservation system.

How does it handle allergy questions?

It answers from what you have published about dietary provision and cites it. Anything beyond that — a specific kitchen question, an unusual requirement — should reach a person, and it will decline rather than reassure.

Does it work for a group with several properties?

Yes. Run a bot per property with its own knowledge source and domain lock, so each site answers from its own information rather than from a merged pool.

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