Hotels
Night reception is one person and two lines.
A forty-room hotel cannot staff reception with two people overnight, but the phone rings anyway: an accommodation enquiry for the weekend, a guest asking how late breakfast runs, and a group enquiry worth ten rooms. The assistant takes all three and tells them apart.
The assistant takes accommodation enquiries with dates, party size and room type, answers facility questions from the hotel own documents, records special requests against an existing booking, and passes group and event enquiries to sales.
What rings on the reception number
A hotel gets three kinds of call with nothing in common: somebody who wants a room, somebody who already has one, and somebody who wants twenty.
An accommodation enquiry
Dates, party size, room type and contact details, taken as an enquiry that reception confirms.
Facility questions
Breakfast times, parking, pets, airport transfer. From your documents rather than from assumptions.
Requests on an existing booking
Late arrival, extra bed, higher floor. Recorded and passed to reception.
A group or event enquiry
Recognised early and passed to sales, because that is where ten rooms or a hundred is decided.
The night call
When reception is alone with a guest in front of them, the assistant holds the line and takes what can be taken.
From the call to an enquiry on the desk
The flow deliberately stops short of the booking itself, because real availability lives in your reservation system and we have no connector for it.
- 01 Establish dates and party size Exact dates, how many adults, how many children, and which room type. Without those the enquiry is no use to anybody.
- 02 Answer from the hotel documents Facilities, house rules and timings come from the knowledge base. If no suitable passage is found, it says reception will check rather than guessing.
- 03 Recognise the group enquiry Above a room threshold you set, the call changes road and goes to sales, carrying the context gathered so far.
- 04 Write the enquiry As a row in the enquiry sheet or as a ticket, with dates, party, room type and contact details.
- 05 Confirm what happens next An SMS or email with what was understood and a note that reception confirms availability. It does not promise a room it has not checked.
What reaches reception
What matters in the morning is a complete list of enquiries, not a call log.
| The accommodation enquiry | A row in Google Sheets or Airtable, or a ticket, with every field filled in. |
|---|---|
| The group lead | Contact and deal in the CRM, plus a message in the sales channel. |
| The confirmation to the guest | SMS through Twilio, or email through Gmail or Outlook Mail, with what was taken down. |
| On the call record | The transcript, the language the conversation was held in, and the structured output with dates and party size. |
What it does not do for a hotel
The largest limit is also the one worth saying first: the assistant cannot see your free rooms.
- It does not book in your system There is no connector for hotel property management systems. Without an HTTP tool written over your API, the assistant takes enquiries rather than reserving rooms.
- It does not know real availability Which is exactly why it is configured never to promise a room. A promise made on the phone and broken at arrival is worse than an unanswered call.
- It takes no payment and holds no card No deposit, and no guarantee for a late arrival.
- It does not amend existing bookings It can record the change request, but a person makes the change in the reservation system.
- It does not speak every language equally well The language is pinned explicitly on the assistant, and a hotel with foreign guests runs one assistant per language. The multilingual reception page explains that pattern and its limits.
What hotels ask us
Can it check whether I still have rooms?
Only if your reservation system has an API and a tool is written for it. We have no ready-made connector for any property management system. Without one, the assistant takes the full enquiry and reception confirms it — which is still more than happens at one in the morning today.
How does it cope with foreign guests?
You run one assistant per language on the same number and route on the first seconds of the conversation. The language is not guessed, it is pinned on the assistant, because a transcriber trying to detect language on its own gets it wrong on exactly the accents that matter.
Can it take enquiries from travel agents too?
Yes, and those are worth treating as group enquiries: a lower threshold, a direct road to sales, and the lead written into the CRM. It is configured in the prompt, with no code.
What about a guest calling from their room?
That depends on the hotel switchboard. What is proven end to end today is a public number through Twilio routed to the assistant. Internal calls through our own PBX are written and tested here but have moved no real audio in this build, and the numbers page says so explicitly.
Where to go next
Integrations
25 business connectors, 18 selectable providers, eight storage destinations.
Knowledge base
Upload, chunking, vectors in Postgres, and knowledge-only mode.
Telephony
Numbers, trunks, dial plan, queues, operators and campaigns, in one system.
Pricing
Components at their published price, the platform on top, and what we cannot price yet.
Notes
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1
The tools named on this page are the ones in
App\Services\Integrations\ConnectorRegistrycarryingimplemented. Anything that is only in the catalogue, without that flag, is not named here as though it worked. - 2 Facility answers come from the knowledge base, indexed with pgvector in Postgres. When no suitable passage is found, the call receives the knowledge-insufficient event.