AI customer messaging for Hospitality
Every property answers quickly. Every guest still feels looked after.
Give hotel and accommodation teams one place to handle customer questions across connected channels, grounded in the policies and amenities of the right property.
Property-specific answers Coverage beyond front-desk hours Human handling for exceptions
Hospitality operation
Connect
Connect every location
Channel routing
Orchard Road
Tiong Bahru
Messenger
East Coast
WhatsApp Business
Downtown
Website live chat
Across the operationInboxes ready
Supported channels
Meet customers wherever they choose to message.
Instagram Direct
WhatsApp Business
Website live chat
Where Convo.run fits
Every guest inquiry reaches the right property context.
Answer stay questions across properties while keeping front-desk exceptions with people. Configure the workflow around the locations, teams, and boundaries already present in your operation.
01
Property-specific guest information
02
Arrival and amenity questions
03
Front-desk escalation
04
After-hours coverage
A clear automation boundary
Automate routine guest questions. Keep exceptions at the front desk.
AI can explain amenities, arrival information, and published policies. Requests that need availability checks, discretion, or policy exceptions stay with the people responsible for the guest.
AI can respond
“Can I check in before 2 PM?”
Grounded in Check-in policy
A person takes over
“Can you waive my cancellation fee?”
Policy exception requires a team member
The knowledge behind the answer
Give every property a reliable source of truth.
Publish common guidance once, scope local details to the right location, and encode the boundaries that tell AI when a teammate is needed.
SOURCE 01
Check-in policy
Published and available to the right locations.
SOURCE 02
Amenities
Published and available to the right locations.
SOURCE 03
Breakfast hours
Published and available to the right locations.
Roll out at your pace
Start with visibility. Add automation where it earns trust.
Each location can use the reply mode appropriate for its knowledge, team, and operating boundaries.
Team-only
Bring every channel into one inbox while your team handles each response.
AI drafts
Prepare replies for published guest information and repeatable stay questions, with a teammate reviewing before send.
Automatic
Answer eligible inquiries from approved knowledge and hand off whenever the boundary is reached.
Build a guest messaging operation that remains personal at every property.
Map your locations, common inquiries, approved knowledge, and handoff rules to Convo.run.