7 benefits of using chatbots in the hotel industry

Updated on February 11, 2025, by Xcitium

Hotel Chatbots: Your New Best Friends for Creating a Great Customer Experience

Hospitality chatbots (sometimes referred to as hotel chatbots) are conversational AI-driven computer programs designed to simulate human conversation. By responding to customer queries that would otherwise be handled by human staff, hotel chatbots can reduce cost of customer engagement and enhance the client experience. The availability of round-the-clock support via travel chatbots is essential for travel businesses. Unlike human support agents, these chatbots work tirelessly, providing customers with assistance whenever needed. This constant availability is crucial in the unpredictable world of travel, where unexpected challenges or queries can sometimes arise. However, language barriers can prevent guests from getting the help they need.

They use it to understand and predict visitor preferences, making stays uniquely personal. This approach brings a blend of tech innovation and the brand’s signature hospitality. After delving into the diverse use cases, it’s fascinating to see the solutions in action. To give you a clearer picture, let’s transition from theory to practice with some vivid hotel chatbot examples.

Hotel Chatbots: An Ultimate Guide for Business Owners on How to Upgrade Hospitality Management with AI Technology

They gather essential customer information upfront, allowing agents to address more complex issues. The unified Agent Workspace includes live agents, chat, and self-service options, making omnichannel customer service easy without app-switching. Virtual assistants, also known as chatbot technology is getting more prominent and is applied widely in many industries.

Sometimes called “time-based pricing”, this approach uses algorithms to set rates for hotel rooms, based on supply and demand on specific dates — and these prices are adjusted in real time. Whether you aspire to become one of the innovators or are just looking for a useful new tool to integrate into your tech stack, there is no shortage of emerging hospitality industry technology solutions. Don’t chatbot in hotels worry, you can leave all these challenges upon us by using our chatbot service “Freddie”. You need to train your staff on how to use the chatbot, and how to troubleshoot any problems that might come up. This can be a time-consuming process, but it’s essential for making sure your chatbot is running smoothly. You need to make sure your chatbot is able to handle a high volume of requests.

Ease for Guest Service Staff

Hotel chatbots represent a cutting-edge and innovative approach to elevate the guest experience. These AI-powered assistants offer a range of advantages, including convenience, personalization, guest engagement, and insightful analytics. Asksuite’s AI chatbot allows hotels to automate and standardize customer service while freeing hotel reservation agents to focus on sales. The chatbot can handle repetitive inquiries, qualify leads, provide price quotes, and compare rates from multiple channels. Hotel chatbots use post-chat surveys to conduct hotel satisfaction surveys, collecting feedback and ratings from guests about their stay. These chatbots can ask guests to rate various aspects of their experience, such as the room, the service, the food, and the overall satisfaction.

Chatbots reside in instant messaging apps and are, according to Chatbots Magazine, “a service, powered by rules and sometimes artificial intelligence, that you interact with via a chat interface.” For instance, Equinox Hotel New York’s hospitality chatbot Omar handles 85% of customer queries (see Figure 2). In 2024, robots continue to impress trade-show attendees looking for the latest hospitality technology trends. At the CES 2024 tech trade show in Las Vegas, for example, coffee lovers lined up at Richtech Robotics’ booth to get a personalized beverage served by a robot barista called Adam. Mobile apps enable guests to check-in and check-out digitally, access room keys on their smartphones and even control smart hotel room settings such as lighting and temperature.

Top 5 use cases of hospitality chatbots

HiJiffy’s chatbot communicates in more than 100 languages, ensuring efficient communication with guests from all over the world. Some of the essential elements that make HiJiffy’s solution so powerful are buttons (which can be combined with images), carousels, calendars, or customer satisfaction indicators for surveys. It is important that your chatbot is integrated with your central reservation system so that availability and price queries can be made in real-time. This will allow you to increase conversion rates and suggest alternative dates in case of unavailability, among other things.

It’s designed to save time, allowing staff to focus on complex questions and improving overall client support. Such innovations cater to 73% of customers who prefer self-service options for reduced staff interaction. Furthermore, hotel reservation chatbots are key in delivering personalized experiences, from room selection to special service offers. AI solutions mark a shift in hospitality, providing an intuitive and seamless process that benefits both sides. Zendesk’s AI-powered chatbots provide fast, 24/7 support and handle customer inquiries without requiring an agent. These chatbots are pre-trained on billions of data points, allowing them to understand customer intent, sentiment, and language.

According to the h2c survey we have already cited, hotel chains rate fully integrated payments as very important, with a score of 8.8 out of 10. While we might not be living in the world of The Jetsons quite yet, we are in an era in which robots of various kinds are being employed to fulfill a number of functions in the hospitality industry. There is still a certain wow factor at play, but robots are no mere novelty; they have practical applications in the hospitality business. More towels, turnover service, wake-up calls, calling a cab service… the list goes on and on, but there’s so much that a chatbot can potentially arrange for with a simple text.

It’s an effective instrument for understanding the financial implications of AI adoption. Strictly Necessary Cookie should be enabled at all times so that we can save your preferences for cookie settings. This functionality, also included in HiJiffy’s solution, will allow you to collect user contact data for later use in commercial or marketing actions. The chatbot can then help verify their identity and update important records. Customers expect quick and immediate answers, and addressing their questions and concerns is necessary.

Main advantages of HiJiffy’s Hotel Chatbot

Once a product enters End of Support status, InnQuest cannot provide any type of support or sell any add-on modules for that version of the software. HiJiffy’s conversational app speeds up the time it takes to complete specific streams, increasing the chances of conversion by combining text-based messages with graphical elements. Hotels like Hilton are starting to recognize these differences and are now playing to their strengths. Their most recent ad, for example, criticizes the risks of vacation rental and short-term rental rivals, where guests arrive at a house that looks like a house in a scary Hitchcock film. LAS VEGAS — A union representing hospitality workers says it has reached a tentative agreement with six more hotel-casinos in downtown Las Vegas and called off a strike deadline for another. This can save hotel managers a massive amount of work, because it means they need not continually monitor market activities to determine the best competitive pricing for any given date.

• HiJiffy’s chatbot communicates in more than 100 languages, ensuring efficient communication with guests from all over the world.
• By taking the pressure away from your front desk staff during busy times or when they have less coverage, you can focus on creating remarkable guest experiences.
• If the chatbot does not find an answer, returning the call allows the user to contact a person from your hotel to resolve more complex questions.
• As a pivotal innovation in hospitality, hotel chatbots are changing the game for guest services.
• Thon Hotels introduced a front-page chatbot to enhance customer service and streamline guest queries.

This can significantly affect the travel experience, improve customer satisfaction, and increase customer loyalty. Ensuring that the appropriate chatbot is available to interact with your customers is crucial. Verloop is a conversational platform that can handle tasks from answering FAQs to lead capture and scheduling demos.

Personalized services

Guests can easily plan their stay, from spa appointments to dining reservations. Such a streamlined process not only saves time but also reflects a hotel’s commitment to client convenience. The integration of such AI-driven personalization signifies a new era in guest service, where each interaction is carefully modified to individual tastes and needs.

The image below shows how the automated live chat from Whistle for Cloudbeds can provide real-time booking assistance, which leads to increased conversion rates. Cvent is a market-leading meetings, events, and hospitality technology provider with more than 4,000 employees, ~21,000 customers, and 200,000 users worldwide. For such tasks we specifically recommend hotels deploy WhatsApp chatbots since 2 billion people actively use WhatsApp, and firms increase the chance of notification getting seen. Operating 24/7, virtual assistants engage users in human-like text conversations and integrate seamlessly with business websites, mobile apps, and popular messaging platforms. Chatbots also enable guests to make special requests, such as additional pillows or room preferences, and they can provide information on hotel events and special promotions.

• And while some of your staff may be multi-lingual, more than likely that’s not going to cover all of your bases.
• Master of Code Global specializes in custom AI chatbot development for the hospitality industry.
• You’ve seen how they can transform the hospitality industry, from improving operational efficiency to boosting the guest experience with timely and personalized service.
• Dive into this article to explore the revolutionary impact of AI assistants on the sector.
• Proactive engagement is one of the best ways to turn your visitors into paying guests.