During the stay
An AI concierge that books the sauna, not just chats about it
An AI concierge is the in-stay half of guest communication: the questions a guest asks after check-in rather than before booking. Greetio answers them in the guest's own messenger from your house rules, service catalogue and opening hours — and then acts. It books a sauna session into the staff calendar with a capacity check, turns a request for towels into an assigned task, quotes the price of a two-hour rental and takes payment for it. What it will not do is improvise: a complaint, a money dispute or a request for a human goes to a person immediately.
- Books services, not just answers
- Requests become tasks
- Escalates complaints by rule
What in-stay communication costs a hotel today
The guest is already on the property. Everything they ask now is either revenue or a complaint in the making.
Reception is a routing desk, not a concierge
"What time is the pool open", "can we get a late check-out", "is the sauna free tonight". Each is thirty seconds of a receptionist's attention, repeated a hundred times a week.
Service enquiries die as enquiries
A guest asks about the sauna, gets an answer, and never books it — because booking it means finding someone at the desk during their working hours.
Requests are remembered, not recorded
Extra towels promised at 22:00 by the person on duty, forgotten by the person who takes over. The guest's first negative review sentence is usually about exactly this.
Nobody upsells consistently
One receptionist offers the spa, another does not. Whether a guest hears about the add-on you actually want to sell depends on who is on shift.
How the AI concierge works
Answer, act, escalate — in that order.
- 1
It knows the property, not general knowledge
Pool and gym hours, restaurant times, the service catalogue with durations and prices, what is included, parking, late check-out policy, quiet hours, pets. Loaded once and answered identically by every shift.
- 2
It books what can be booked
A sauna, a massage, an activity: the AI checks capacity, checks whether the service is limited to staying guests, offers the real free hours for "this evening" and puts the session into the staff calendar.
- 3
It turns the rest into tasks
Towels, a repair, an early breakfast, a taxi at 06:00 — each becomes an assigned task with a status and a department, visible to staff including through a Telegram bot.
- 4
It knows when to stop
Complaints, money disputes, anything about a refund and any direct request for a person are escalated by rule, with the whole conversation attached so nobody asks the guest to repeat themselves.
What it does during the stay
Each item is a capability that exists today, with its boundary named.
Service booking with capacity checks
The AI books a session only if the slot exists and capacity allows, and respects a "staying guests only" rule where you set one.
"This evening" answered with real hours
A vague time gets a concrete answer: the actual free hours left today for that service, not a generic opening time.
Add-ons offered on your terms
Which extras the AI offers is decided by a hotel-side setting, not by an internal ranking. If you do not want the spa pushed at 23:00, it is not.
Payment for a service on its own
A guest booking only a sauna can pay for it — a pay link in the conversation, with no room booking required.
Requests routed to the right department
Reception, housekeeping, maintenance and spa each get their own queue, with a status the guest-facing side can see.
A satisfaction score per conversation
Every conversation is scored 1 to 100, so a stay going wrong is visible while the guest is still on the property.
A chatbot on the room's QR code versus an AI concierge
The difference is whether anything happens after the answer.
| In-room chatbot / FAQ screen | Greetio AI concierge | |
|---|---|---|
| Sauna question | Opening hours from a static page | Free hours tonight, capacity checked, session booked |
| Extra towels | "Please call reception" | A task assigned to housekeeping with a status |
| Where the guest writes | A widget they must find | The messenger they already use |
| Complaint | Answered by the bot, badly | Escalated to a person by rule, with full history |
| Upsell | Whatever the script says | What the hotel ticked, when the hotel allows it |
Scenario: 19:20, a guest in room 214
The spa desk closed at 18:00. The guest writes on WhatsApp.
- The free hours came from the real service calendar, not from opening hours
- The towels became a housekeeping task, not a promise held in someone's head
- The session was payable on its own — no room charge routing required
Illustrative conversation. The AI books only sessions that exist and fit capacity; anything it cannot verify goes to a person.
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Why "concierge" is the right word and "chatbot" is not
A concierge is judged on what gets arranged, not on what gets said. That is the whole distinction here: the sauna is in the calendar, the towels are assigned to a named department, the payment link is in the chat, and the complaint reached a human within a minute. An answer without an action is just a faster way of telling a guest to call reception.
- Books services into the staff calendar, with capacity and guest-status checks
- Turns requests into assigned tasks instead of verbal promises
- Escalates complaints and money questions to a person by rule
Guests used to ask about the sauna and then not book it. Now they ask and it's booked before they've put the phone down.
AI concierge for hotels: common questions
Software that handles guest communication during the stay: it answers in-house questions from the property's own rules, books bookable services into the staff calendar, turns requests into tasks for the right department, and hands anything sensitive to a person.
No. The guest writes in the messenger they already use — WhatsApp, Instagram, Facebook, Telegram, Viber — or in the chat widget on your site. All of it lands in one inbox for your team.
Yes. It checks that the slot exists, that capacity allows it, and that the guest qualifies where a service is limited to staying guests, then writes the session into the staff calendar. Sessions can also be paid for on their own, without a room booking.
It answers from your data only, and confidence gates check prices and names before a message goes out. If the answer cannot be verified, the reply is held back and a manager takes over.
By rule, not by judgement. Complaints, refund questions and money disputes trigger escalation to a person, with the full conversation attached. There is also a 1-to-100 satisfaction score per conversation, so a stay going wrong is visible early.
Yes. Which add-ons the AI offers is a hotel-side setting rather than an internal ranking, so you decide what is promoted and what is never mentioned.
Yes — the same mechanics cover any bookable service: an activity, a rental, a tour, a table. If you have nothing bookable, it still answers in-house questions and routes requests as tasks.
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