Purchasing Guides / Hotel Guest Enquiries

Hotel Guest Enquiries

A purchasing guide to buying a workflow that answers hotel guests from your approved information and passes requests to your front desk.

Yearly running cost

Assuming 36,000 replies a year

By hand
$28.8K / year
1,200 hours of work
Subscription
$2.1K+ / year
This workflow
$778 / year
Machine usage only; setup, hosting and review are extra.
Guest answersWho should it answer?

Help your front desk draft replies, or let guests ask routine questions on your website.

What is included

Staff submit a guest question and receive a suggested reply, supporting hotel information and any required handover. Staff decide what to send.

The starting scope covers 1 property in English, with up to 100 approved FAQ or policy entries. You provide current hotel information and decide which topics can be answered.

The website option includes guest chat and a staff handover queue. It does not check live availability, change bookings, take payments or promise that a request has been fulfilled.

AccuracyHow reliable should the answers be?

Check whether answers are correct and whether staff get the requests they should. A polite guess is still wrong.

How answers are checked

These are proposed targets, not measured results. Test on your guest enquiries and approved hotel information, including unknowns, outdated policies and requests for a person.

Targets for your selected checks
What is checkedTarget
Routine questions answered correctlyFully correct, complete replies divided by all labelled answerable routine enquiries. Unnecessary handovers and missing replies count as failures.≥90%
Facts supported by hotel informationSupported atomic factual claims divided by all factual claims returned. Use current approved sources; expired policies, wrong-property information and unsupported promises fail.≥98%
Required handovers recognisedCorrect handovers divided by all enquiries labelled as requiring staff. Include requests for a person, unavailable facts, booking-specific issues and complaints. Measure unnecessary handovers separately.≥95%
Request summaries captured correctlyCorrect summaries divided by all labelled staff requests. Preserve supplied request, contact and location details; mark missing information unknown. Wrong or invented details and omitted requests fail.≥95%

Unnecessary handovers count against answer completion. Private-data leaks, unauthorised booking actions and invented fulfilment block launch regardless of the average score. Approve the pilot before enabling automatic website replies.

SpeedHow quickly should a guest get a reply?

Choose the time to produce a complete answer or record a handover. Staff response time is separate.

Timing and message limits

At least 95% of test replies should meet the target at 5 concurrent enquiries. Include retrieval, queueing, model calls and retries, not just the first word appearing.

Reference limits: 300 words per guest message, 250 words per reply and 6 previous turns. Longer conversations and peak traffic need their own tests.

Running-cost targetHow much should each reply cost?

Set the workflow budget per reply. A conversation with several replies uses several runs.

Cost details

Reference machine cost: $0.026 – 0.032 per reply at 3,000 replies a month. Includes core model calls, retries, retrieval and allocated hosting. Human service, messaging channels, caller-agent costs and maintenance are separate.

Your budget is a target, not a measured bill. Confirm it with the selected accuracy and speed. Local-model costs need measurement.

Your environmentWhere should it run?

Choose your hosting and model permissions. Keep private guest records out of the public hotel knowledge base.

Hosting and data access

Run the workflow and hotel knowledge base in your cloud account with access controls and retention rules.

Use your approved model provider for authorised guest text and hotel information. Keep sensitive records out of the knowledge base.

Agree retention, session isolation and staff permissions. A local model can power a public website; it still needs a secure network connection and enough hardware.

Staff interfaceHow should your team use it?

Use your staff agent or a web page. Guest chat is already included when you choose the website option above.

Anything else your provider should know?

Optional. Add your hotel, languages, channels or budget. We include your selections automatically.

Common questions

When should I buy this rather than subscribe to hotel messaging software?

Use an existing platform if its channels, hotel-system integrations and workflow already fit. Buy when you need your own deployment, answer rules or staff process and can maintain the knowledge and handover queue.

Will it confirm room availability or change a booking?

No. The guide covers approved general hotel information and request handover. Live rates, reservation details, changes and payments require separately scoped authenticated integrations.

Does the website option reply without staff approval?

Only after you approve the pilot and permitted topics. It can then answer supported routine questions; unknowns, exceptions and requests for a person go to your staff queue. Staff-assisted scope never sends replies automatically.

What happens when the front desk is unavailable?

Show your staffed hours and fallback contact. Record the request without claiming someone has accepted or fulfilled it. Urgent messages must display the hotel's approved urgent-contact instructions rather than tell a guest to wait for a bot.

Can it handle other languages or WhatsApp?

Yes, describe them in your brief. Each language needs checked examples and each messaging channel has its own integration and possible charges. The starting guide covers English on your website or staff interface.

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