Hotel Technology
Guest Experience

10 Ways hotel chatbots helps you win the digital race

10 Minutes

Kajal Makhija

10 Ways hotel chatbots helps you win the digital race

Kajal Makhija
Published on

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Blog highlights

  • Hotels are increasingly implementing AI chatbots to improve productivity and guest satisfaction.
  • Chatbot technology in the hotel industry has evolved from simple tools to highly complex AI-powered assistants that can handle various tasks and provide tailored services.
  • Chatbots offer personalized experiences by analyzing guests' preferences and behaviors, allowing them to recommend services, upgrades, and discounts specific to each individual guest, enhancing their overall experience.
  • Hotels that invest in AI and integrate chatbots into their operations can gain a competitive edge, improve efficiency, and provide better experiences for their guests.

Hotels are looking for ways to improve productivity and guest satisfaction and are increasingly turning to AI chatbots for hotels because of their ability to support many languages and do a variety of tasks.

A growing number of hotels are implementing artificial intelligence chatbots as a way to reduce expenses and improve customer service. It's possible that in the future, guests may use AI chatbots for hotels to aid them 24/7 with tasks like booking reservations, answering questions, receiving recommendations, and much more.

In January 2022, researchers polled hoteliers throughout the world and found that hospitality chatbot use would rise by 53% that year. It was predicted that the use of this technology would rise by 42% in branded hotels and by 64% in independent hotels.

Let’s dig in to discuss more about what is a hotel chatbot, why chatbot is important for the hospitality industry.

What is a hotel chatbot? 

Hotels can now engage with their visitors in real time and in a more personalized way without sacrificing automation thanks to AI hotel chatbots, which are conversational software created specifically for the hospitality industry to imitate a conversation with a human user.

Using an automated messaging service, hotels can more naturally interact with their guests by doing things like responding to questions, walking them through the booking process, giving them recommendations, etc.

A hospitality chatbot with advanced capabilities is available through multiple channels, not just the hotel's website. When compared to a live chat, which may involve human call center agents or hotel receptionists, a hotel booking bot is completely hands-off.

How does the hotel chatbot work?

An AI hotel chatbot is a computer program that uses artificial intelligence (AI) to mimic a conversation with a hotel guest through messaging apps like Facebook Messenger, WhatsApp, or the hotel's website chat widget. The hotel chatbot uses natural language processing (NLP) to understand what the guest wants and talk back to them in a normal way.

The following is an overview of how a hotel chatbot hospitality industry operates:

  • A guest can start a conversation with the hotel chatbot by clicking on a chat widget on the hotel's website or sending a message through a messaging app.
  • The chatbot asks the person a number of questions to find out what they want and need. The chatbot could, for example, ask the guest when they want to check in and out, what kind of room they want, and if they have any special wishes.
  • Once the chatbot knows what the person wants, it tells them about things like room availability, room rates, services, and amenities.
  • The chatbot can also make bookings for guests on their behalf. For example, if a guest wants to book a room, they can tell the chatbot, and the chatbot will walk them through the process.
  • The chatbot can handle orders from guests for services like room service, housekeeping, and concierge services. The hospitality chatbot can also tell you about restaurants, sights, and ways to get around that are close by.
  • The robot gets better at answering questions as it interacts with people. As it talks to more guests, it gets better at understanding what they want and giving them true, relevant information.
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10 reasons hotels need chatbots

reasons you need hotel chatbot

Below are the reasons and benefits of hotel chatbots:

1. Increase direct bookings

By creating a more simplified and fast booking process, chatbots in the hospitality industry can help increase direct bookings. AI chatbots for hotels can help guests book hotels, choose dates, and view pricing without any human assistance by automating the booking process. In addition to cutting down on the time spent on third-party booking sites, this can also save hotels money. 

In the case of Marriott International's "ChatBotlr," the company's chatbot, users may book rooms, place room service orders, and arrange for transportation.

2. Personal experience 

By analyzing guests' preferences and actions, chatbots for hotels may tailor their service to each individual. Using this information, chatbots can recommend services, such as room upgrades or discounts, that are specific to each individual guest. 

As an example of how artificial intelligence might be used to provide customers with tailored service, consider "Rose," a chatbot at The Cosmopolitan of Las Vegas that analyzes guests' preferences over time to make recommendations.

3. Personalized promotional efforts

Chatbots can offer personalized promotional efforts by offering targeted promotions and deals based on data on guests' preferences and behaviors. Chatbots can boost a hotel's revenue by encouraging extra purchases and repeat visits from customers by providing them with offers specific to their preferences. The Cosmopolitan of Las Vegas has deployed a chatbot that may provide customers with tailored offers and suggestions based on their past actions.

4. Follow up with your guests

Chatbots can contact guests after their stay to get their comments and address any issues they experienced. This can aid hotels in providing enhanced services for their visitors in the future. The Ritz-Carlton's chatbot, for instance, may follow up with guests after their stays by sending them surveys and resolving any issues they may have had.

5. 24/7 customer service

Chatbots in the hospitality industry can provide around-the-clock support to customers by fielding questions and resolving issues whenever they arise. This is especially helpful for hotels with guests from multiple time zones or those whose guests want assistance outside of normal business hours. 

For instance, "Connie," a chatbot made by Hilton Hotels & Resorts, is able to respond to inquiries about the property's amenities, provide directions, and offer recommendations for nearby points of interest and dining options. In order to better accommodate their visitors' needs, hotels should provide support around the clock.

6. Support throughout the booking journey

From the preliminary research phase to the post-booking follow-up, chatbots can be of assistance to visitors at any stage of the booking process. AI chatbots for hotels can help guests make the most of their time in the area by suggesting activities, restaurants, and transportation choices. 

The chatbot at Four Seasons Hotels and Resorts, for instance, can provide guests with tailored recommendations for discounts and outings in their immediate vicinity.

7. Communicate in multiple languages

Hotels that cater to guests from all over the world might greatly benefit from the fact that chatbots are fluent in more than one language. Chatbots in the hospitality industry can assist guests in conversing fluently in their original languages in real time, greatly lowering the likelihood of miscommunication or misunderstanding. 

For guests, InterContinental Hotels Group created the "IHG Translator Bot," a chatbot that can translate between English and more than ten other languages.

8. Up-sell and cross-sell opportunities

Chatbots can provide opportunities for upselling and cross-selling by suggesting additional services or amenities to visitors based on their preferences or behavior. Chatbots can help hotels boost income and give guests a more customized experience by suggesting services like spa treatments, room upgrades, and activities. For instance, "Rose," the chatbot at Rosewood Hotels & Resorts, may advise clients on supplementary services like restaurant reservations and car service.

9. A more efficient customer experience

Chatbots can improve service quality by rapidly responding to guest inquiries and fixing problems. Chatbots can help businesses save time and money by handling simple questions and requests from customers. 

"Dom," Yotel's chatbot, is able to handle guest inquiries and provide answers to frequently requested questions like checkout times and special requests.

10. Reduced burden on customer service staff 

Chatbots can help reduce the stress on human customer service reps by addressing simple requests like directions or check-in times. This can allow workers to devote more time to more complex activities, resulting in better service for customers. Chatbots can help hotels save money on labor costs by automating mundane chores. 

AccorHotels' chatbot, for instance, can process booking requests and answer questions about in-house amenities, freeing up customer care agents to focus on other matters.

How have chatbots evolved in the hotel industry?

The hotel business has seen significant progress in chatbot technology in recent years. When first introduced, chatbots were limited in their ability to do little more than answer simple inquiries and deliver rudimentary information. Chatbots were formerly limited in their ability to perform complex jobs, but with the development of AI and NLP, this has changed.

These days, hospitality chatbots may do everything from book rooms to order room service to make recommendations about the neighborhood and answer guests' questions. By tailoring their responses to each individual visitor depending on their interests and activities, chatbots further improve the quality of service provided to guests.

The capacity of chatbots to increase productivity while decreasing overhead expenses is a major perk for the hospitality business. Chatbots can help hotels save money by automating previously human-handled processes while also enhancing the visitor experience by responding to inquiries promptly and accurately.

Chatbots are useful since they are always accessible. Chatbots allow customers to ask questions and get answers whenever they want without having to wait for a human employee to become available. Guests who arrive late at night or who have pressing needs may find this feature especially useful.

As a whole, chatbots have progressed from simple tools to highly complex AI-powered assistants that may aid hotels in improving service while cutting costs. Chatbots in the hospitality business are expected to advance and take on additional responsibilities as AI and natural language processing technology develop. 

Things to consider when choosing a hotel chatbot

hotel chatbot

1. Integration with your PMS

The hotel chatbot should be able to connect with your property management system (PMS) without any hitches so that you can provide visitors with a more tailored and time-saving stay.

2. Multilanguage automated support

In order to accommodate customers from all over the world, the chatbot should be able to understand and react to inquiries in a variety of languages.

3. Multi-channel support

The chatbot needs to be able to function across a variety of platforms, from websites and social media to messaging apps and voice assistants, so that it can better respond to guests' needs and ensure a unified experience regardless of how they choose to interact with the brand.

4. Security

To prevent data breaches and preserve the privacy of your guests, ensure that the chatbot you use is secure and follows all applicable data protection laws.

5. Hybrid chat

The chatbot should be able to seamlessly transition to a live conversation with a human agent if the guest's question is too complex or requires a personal touch.

6. Desktop and mobile compatibility

The chatbot should be compatible with both desktop and mobile devices, as guests may prefer to use various devices at different times.

7. Sentiment analysis

The chatbot should be equipped with sentiment analysis to comprehend the emotions of visitors and provide correspondingly personalized responses.

8. Industry experience and domain expertise

The chatbot should have industry experience and domain expertise in order to comprehend guests' requirements and provide accurate information and recommendations.

9. Ease of deployment

The chatbot should be simple to deploy and integrate with your existing systems without requiring extensive IT resources or specialized knowledge.

10. Free trial opportunity

Before making a purchase decision, the chatbot provider should provide a free trial opportunity to evaluate the chatbot's capabilities and features.

The best hotel chatbot software in 2023

In 2023, these are the best hotel chatbots available:

1. Quoality

Using Quoality, you can engage your guests at every touchpoint. Automated 5-star service for hotel guests via chatbot. The only free hotel guest service chatbot is available around the clock.

2. AskSuite

AskSuite is a chatbot designed to help hotels streamline their interactions with their guests. It has many useful functions, such as confirming reservations and sending automated check-in and check-out notifications.

3. Quicktext

Quicktext is an AI-powered chatbot designed to help hotels deliver superior customer service. It has functions including booking administration, pre-stay communication, and post-stay feedback, and it's compatible with popular chat services like Facebook Messenger and WhatsApp.

4. HiJiffy

HiJiffy is a hotel chatbot that facilitates rapid two-way communication between visitors and employees. Room service requests, booking details, and suggestions for nearby attractions are just some of the services it offers.

5. EasyWay

EasyWay is a chatbot for hotels that allows visitors to quickly and easily reach out to the front desk with any questions or concerns they may have. Among its many useful functions are reservation monitoring, pre-arrival notifications, and individualized suggestions.

6. BookMeBob

The BookMeBob hotel chatbot is designed to assist guests in making reservations and using other hotel-related features. It's compatible with most chat apps, including WhatsApp and Facebook Messenger.

7. Whistle

Whistle is an automated chatbot designed to streamline hotel staff's interactions with visitors. It has convenient tools like automatic check-in and check-out notifications and tailored suggestions.

8. Akia 

Akia employs AI to help establishments better serve their guests. Features include reservation control, advance contact, and post-visit evaluation.


An AI hotel chatbot can provide quick and personalized assistance to guests, enhance the effectiveness of hotel operations, and reduce staff workload. There are numerous benefits of chatbots in the hospitality industry, which can help improve customer experiences. 

Artificial intelligence has several applications, including task automation, customer service enhancement, business process simplification, and more.

In order to maintain their competitive edge and serve their guests with the best possible stays, hotels would be wise to use AI and integrate it into their operations. Hotels that make an investment in AI and learn how to put it to good use will reap several benefits, including competitive advantage, higher production, and happier guests. 

Learn more and more about the most recent innovations and technologies in the hospitality industry in order to remain competitive. 

Looking for inspiration? Start with these resources.

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