How Hospitality AI Chatbots Create Great Guest Experiences?

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How Hospitality AI Chatbots Create Great Guest Experiences?

As guest expectations increase, hoteliers are finding ways to streamline hotel operations, enhance guest experience and increase their revenue.

One such technology that is making strides in the hospitality industry is the AI assistant aka hotel chatbots. These digital assistants simulate human conversation, automate your daily tasks and free up-front staff.

In this blog, we will provide you a quick overview of what hospitality chatbots are, types of hotel chatbots and how such digital assistants enhance your guest experience.

What is a hospitality chatbot?

Hospitality chatbot is a software solution that uses artificial intelligence and machine learning technology to answer repetitive guest inquiries and enhance their booking experience.

When guests get immediate replies, they become more confident to make a reservation at a specific hotel. This leads to an increase in hotel reservations which means more revenue.

A chatbot on the hotel website bridges the gap between property owners and guests making the communication as smooth as possible.

Chatbots have several use cases ranging from simplifying the booking process and answering customer queries to enhancing guest experience.

Many AI chatbots come with integration capabilities meaning you can integrate them on various platforms such as Instagram, Facebook or Google My Business.

What are the 2 types of hotels chatbots?

Generally, hotel chatbots come in 2 variants-

1.Rule-based chatbots

These are the most basic versions of chatbots that respond based on if/then rules.
Unlike AI chatbots, they can’t understand user intent. The user will click on the button and the chatbot will initiate the conversation.

Consider an instance where the chatbot asks a user – Whether you would like to view our special offers?

If the user replies with a YES, then the chatbot will present a series of options. A speciality of integrating Rule-based chatbots is that they are cost-effective and can be easily deployed.

2.AI-based hotel chatbots

These are the most advanced chatbots that understand human intent and provide more personalized responses.

They use NLP/NLU technology to handle complex guest queries. Conversational AI chatbots learn from each interaction and make the conversation more natural.

An instance of an AI-powered chatbot in the hospitality industry is BOTSHOT. Such AI-powered technology acts as a booking assistant and virtual concierge for handling guest interactions at once.

How hotel chatbots can improve guest experience?

Here are a few ways through which hospitality chatbots enhance the guest experience-

1.Simplifies the booking system

Your guest booking experience starts at the time when they land on your hotel website.
When a chatbot is integrated into your website or any social media platform, it would first greet the guests, engage with them and provide personalized responses.

Suppose the guest wants to make a reservation, they need not have to fill in the form to book a stay. A chatbot will make the entire booking process simpler.

Those days are over when guests need to go for unnecessary calls.

With hotel chatbot, guests can check which room is available, make reservations etc.
This means guests are just a few steps away from moving to the dream destination and chatbots do all the heavy lifting for you.

2.Automate check-in and check-out

Chatbots bridge the gap between hoteliers and guests by connecting them on a deeper level.

Guests no longer need to stand in queue to check-in/checkout as these digital technologies assist guests in confirming arrival times and completing pre-registration forms using a simple conversation.

No matter whether it’s 3 am or 3 P.m., chatbots make the check-in/check-out process more efficient. Before guests arrive at the property, chatbots send pre-arrival messages, and at the same time free up-front desk staff to focus on other tasks.

3.Chatbots act as guest profiling tools

You can make guest experiences even more personalized with chatbots. Hospitality chatbots provide access to valuable guest insights such as guest preferences, likes/dislikes and their feedback. This helps you fine-tune your offerings and earn better revenue.

A best example is Mariott Hotel which employs a chatbot to delight its loyal customers by rewarding its guests with loyal points.

4.Language translation becomes easier

Language translation becomes a HEADACHE when your hotel is serving international clients. Failure to provide multilingual support to guests increases the language barrier which means you won’t be able to talk to your guests in their preferred language.

When you are not able to properly communicate with your guests, it makes your guests feel awkward.

With AI chatbots, you can maximize your guest satisfaction and provide multilingual support. So, hoteliers would not find multilingual staff to translate queries.

5.Provides personalized recommendations

The AI chatbot uses Machine learning algorithms to analyse customer data such as demographics and preferences. Based on data-driven insights, you can offer personalized food recommendations, dining options, hotel-specific services etc.

Findings from Oracle hospitality state that nearly 68% of hotel guests love personalized experiences. An AI chatbot that provides personalized room recommendations to guests helps hoteliers generate additional sources of revenue.

6.Manage your guest’s stay

During the guest’s stay, a chatbot can send helpful updates that provide a comforting experience to them. It frees up the work of front desk staff by notifying the guests about the room availability or reminding them about the property’s checkout.

7.Sending feedback forms after checkout

Hospitality chatbots provide a perfect channel for hoteliers to keep in touch with their guests even after they check out. These are used for sending post-feedback surveys to secure additional bookings and earn a great amount of revenue.

Hoteliers can manage a stream of guests, spot the areas where they are lacking and improve their offerings in future with these AI-driven software solutions. Thus, chatbots are not just one-way communication tools, rather they provide a means for hoteliers to gather customer input and fine-tune their offerings.

What are the benefits of hospitality chatbots?

Here are a few benefits of chatbots in the hospitality industry

1.Works round the clock

Deloitte conducted a study and the findings of the study states that customers used to give high priority to the time spent in resolving a customer query.

Similarly, in the hotel industry, guests want rapid answers to their queries, especially during outside business hours.

As a hotelier, you need to provide round-the-clock support to your guests. You can cut down on manual labour and rather invest that money in a hotel chatbot.

That chatbot will work round the clock (247365) to provide a timely response to guest
queries. They won’t get tired, feel boredom or sleep.

2.Increase in direct bookings

Another important benefit of leveraging this digital technology is to increase your hotel profits through direct bookings. This can be only possible when you have a chatbot in place. Otherwise, you end up paying hefty commissions to third-party booking agencies aka OTAs.

A hotel chatbot answers the visitors’ questions when they arrive on your website. A chatbot can even guide the visitors and share the real-time property availability and room type questions.

3.Provides multi-language support

What if you are running a hotel chain that caters to guests living in different countries?

Then, you might be spending time hiring multilingual staff with expertise in translation skills who can do back-and-forth communication with guests.

Investing in an AI chatbot is a game changer for your hotel business. These chatbots can provide language support to guests in their preferred language.

4.Saves your costs

As a hotelier, you might be receiving loads of customer queries every now and then.
Then, you think of investing in customer support representatives to solve billions of queries. Of course, it will dig a hole in your pockets.

While chatbots in the hospitality business can reduce your costs by up to 30%.
Automation in customer service requests lets hoteliers devote more time to revenue-generating activities. Thus, it increases the hotel’s bottom line.

5.Enhance guest experience

In the digital age, customers want instantaneous replies to their answers.

And chatbots when used for hotel business enhance the guest experience by providing real-time information on pricing, availability, services and the booking process. They shape the entire guest experience by answering the most repetitive guest queries (FAQs).

6.Cross-sell and upsell

Not only does the chatbot help in increasing direct bookings, rather it helps hoteliers to cross-sell and upsell meaning you can offer additional services such as room upgrades or other add-ons to increase your hotel revenue.

Thus, it is a win-win for hoteliers as it hooks the customers for a long time and actively markets ongoing offers or promotions to entice their interests.


The introduction of AI chatbots revolutionizes the hospitality industry whether it’s personalizing customer experiences, upselling and cross-selling, achieving cost savings, enhancing customer service etc.

Thus, it takes the burden off your hotel staff by handling a variety of tasks and creating
unforgettable experiences for guests.

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