The Real AI Concierge
AI concierge for hotels: guests get an answer without waiting for reception.
Already answering on the Avenida Boutique Hotel website, and you can try a concierge live.
At ten at night there is a queue at the desk, the phone will not stop ringing and a late group has just walked in. That is when the rooms ask until what time room service runs, when breakfast starts and how to get to the airport. The one answering them is the concierge, an AI chatbot, on the hotel website and, if you like, on reception's WhatsApp, in each guest's language and with the information the hotel has given it.
Every room's questions end up at the front desk, and nearly always at the same time.
They arrive at the desk, by phone, by email and through the booking platforms, in several languages. Whoever is on reception answers the same questions over and over, with a queue in front of them. With the concierge, these stop taking up the people at the desk.
Before arriving
- “Can I check in early?”
- “We arrive at 2am: how do we get in?”
- “Do you offer an airport transfer?”
- “Does the hotel have parking?”
At the hotel
- “What time is breakfast?”
- “Until what time is room service available?”
- “How do I ask for more towels in my room?”
- “Is the pool heated?”
Around
- “Which restaurant would you recommend tonight?”
- “Where can we eat after ten?”
- “How do I walk to the centre?”
- “What can we do on a rainy day?”
Booking
- “Do you have a room for two more nights?”
- “Are there connecting rooms for a family?”
- “We are a group of twenty: who do we talk to?”
- “Is there any advantage to booking on your website?”
The concierge answers with what the hotel gives us: the hours of each service, the rules, the prices you choose to share and the places reception usually recommends. If a guest asks something the hotel has not told us yet, we let the hotel know and, once we have the answer, the concierge knows it for the next guest.
It answers the way your reception would, with the hotel's information.
Call it a virtual concierge for hotels, a virtual assistant or a hotel chatbot. Whatever the name, it only says about the hotel what the hotel has told it: it does not guess a time or promise a service that is not in the information you gave us.
With the information for each service
Rooms, breakfast, restaurant, bar, spa, parking and hotel rules: it answers with what you tell us, service by service. About the hotel, it never takes information from the internet.
On any shift, in the language of whoever writes
At two in the morning, with one person on reception, or at eleven, with the check-out queue: anyone writing in German, French or English gets an answer in seconds, in that language.
It does not make up times or services
When it does not have the answer, it says so and gives reception's contact details, rather than guessing the spa hours or promising an upgrade.
It takes the guest to the booking engine
Anyone asking about a room gets the link to the hotel's booking engine, with the dates filled in if the engine allows it. That is a direct booking, free of platform commission.
It searches online, if the hotel wants
With Web Search it looks for what is not in the hotel's information: tomorrow's weather, a concert, the duty pharmacy. The hotel can leave it switched off.
See Web SearchThe two moments when the desk cannot keep up.
A group walking in all at once and a guest arriving in the small hours are part of a hotel's routine, and they are the times when reception can least stop to answer.
When a group arrives
Thirty people walk in at once, and reception only has hands for documents and keys. What time is dinner, what is the Wi-Fi network, where is the lift: each person asks on their phone, in their own language, without joining the queue. Whoever organises the group also finds what you tell us about meeting rooms, meals and rooms close together. The quote stays with the hotel, and the concierge gives the contact details.
When someone arrives in the small hours
The flight was late, it is two in the morning and there is one person on reception, or the door only opens with the bell. How to get in, where to leave the car, whether there is still something to eat: the concierge answers with the rules the hotel has set for the night. If they need to speak to someone, on WhatsApp the guest taps "Reception", and on the website they get the hotel's contact details.
The concierge on reception's WhatsApp too, on the number your guests already use.
Anyone who already has the hotel's number keeps writing to it. The concierge starts answering on that number, with the same information as the website, and reception stays on the WhatsApp Business app, on the usual phone. When someone on the team writes in the conversation, the concierge goes quiet.
Good evening! We have a 7am flight tomorrow and will leave before breakfast. Is there anything we could take with us?
22:47🛎️ This bell marks messages from the concierge, which answers using artificial intelligence (AI) and can make mistakes. Messages from reception come without the bell.
Good evening! For early flights, reception prepares a breakfast bag to take away, with sandwiches, fruit, yoghurt and juice. It is ordered by 8pm the evening before. As that time has passed, tap Reception and the team will tell you whether there is still time.
22:47Good evening, this is Rui from reception. There is still time: your bag will be ready at the desk at 5:30. Have a good flight! 😊
22:52An example with Hotel Veludo, BeVantai's example hotel: the concierge answers straight away and, when something needs confirming, reception steps in from the app, without the bell.
- The hotel's number does not changeThe name and profile photo stay as they are too. We connect the number with you in a fifteen-minute call.
- Reception steps in whenever it likesAs soon as someone on the team writes from the app, the concierge says nothing more in that conversation for 2, 4 or 6 hours, as the hotel chooses.
- A schedule for each shiftDuring the day, you can let guests choose between the concierge and reception. At night, you can have the concierge answer first, with the "Reception" button underneath.
- Each message shows who it is fromThe concierge signs with a bell 🛎️ and says in its first message that it is an AI. Whoever writes from reception does not carry the bell.
An everyday hotel question, put to two concierges that are already live.
We asked the concierges of a holiday rental and a guesthouse, in English, "Do you have breakfast?". Neither property serves breakfast, but both answered with the alternative each one offers, as a good receptionist would. You can open their websites and ask them the same question. At a hotel, you will find it on the Avenida Boutique Hotel website.
Bemyguest
One concierge answers for all five units, with their own website and direct booking. It is the same job as a hotel with several room types.
Celtic Lodge
Six themed suites, a website in four languages and perks of its own for people who book direct. The concierge looks after whoever arrives, as it would the rooms of a hotel.
The concierge slots into the website you already have. And reaches the room through a QR code.
At a hotel, the concierge appears in four places: on the website, on reception's WhatsApp, behind a QR code in the room and in the confirmation email. If the website has to be rebuilt, we build the new one with the concierge already in it, designed for people who book without going through the platforms.
From the form to the first guest answered, without stopping reception.
We handle the technical side. All we ask of the hotel is what reception already knows by heart.
The hotel tells us how it runs
Rooms, services and their hours, rules and reception's recommendations. The form belongs to the hotel, and the team can fill it in bit by bit, between shifts.
We build the hotel's concierge
It gets the hotel's information, the brand's name and colours and the way your reception speaks, more formal or less.
We test it with your team
We put it through the questions reception hears every day and fix whatever needs fixing. Guests only see it once the hotel gives the go-ahead.
It starts answering the rooms
On your website, behind the QR codes in the rooms and, if you like, on reception's WhatsApp. When a time changes or a new question comes up, tell us and the concierge will know it.