AI for hotels: answer guest messages before arrival and during the stay
Guests message about check-in times, parking, late arrivals and extra pillows, at every hour of the day. An AI agent can answer the standard questions instantly and pass in-stay requests straight to the front desk, so nothing waits until morning.
What guests ask
These are the messages hotels get most. An agent answers them from the notes you give it.
- What time is check-in?
- Can I leave my bags early?
- Is there parking on site?
- Could we get an extra pillow in room 12?
- Do you have a room for Friday night?
An example conversation
This illustration shows a full conversation on WhatsApp. Names and details are examples.
| Who | Message |
|---|---|
| Lucas | Our flight lands at 1am. Can we still check in? |
| AI agent | Yes, the night desk is open 24 hours, and I’ve noted your late arrival. Would you like an airport transfer? |
| Lucas | Yes, for two people. |
| AI agent | I’ve asked the front desk to book a transfer for two at 1am. They’ll confirm the driver’s details here. |
Outcome: new sale. Airport transfer for two.
What the agent handles, and what goes to your team
Most guest messages come from people who have booked or are about to, and many have standard answers. An agent can reply instantly and pass in-stay requests to staff.
The agent can handle:
- Check-in and check-out times, early arrival and luggage
- Parking, directions and breakfast times
- Late-arrival notes for the night desk
- Extras such as airport transfers, passed to the desk to book
It should pass these to a person, and then stay out of the chat:
- Room requests during a stay, sent straight to the front desk
- Complaints
- Changes to a booking or payment
Which channels to connect
Guests most often use WhatsApp, especially international travellers, with Instagram for questions before booking.
Set it up in four steps
- Give your agent your policies: check-in, parking, breakfast, pets and transfers.
- Decide which requests go to the front desk and how.
- Connect the WhatsApp number on your booking confirmations.
- Review the first week with your front-desk team.
Who you message
Pricing
FAQ
Can the agent handle requests during a stay?
It can take the request in the chat and pass it to your team through your own tools. Spaces handles the messaging.
Can we send offers to past guests?
Only to guests who have asked to hear from you. Spaces isn't for unsolicited promotions.
Can it take a room booking?
It can answer availability questions if your agent can reach your booking system, or pass the request to reception to confirm.