--- title: "AI Concierge — every guest message, answered & actioned" description: "An AI concierge that reads, translates and resolves guest conversations across every channel — checking the PMS, booking the table and posting it to the bill. Escalates only what genuinely needs a human." url: "https://www.holidayhero.com/ai-concierge" --- # AI Concierge — every guest message, answered & actioned Viewing for Platform AI Concierge ## Hero 04 AI Concierge ## Chat Concierge Agent Online Replay ### Under the hood The engine that powers every step. #### The same ten questions, gone Answers what's asked a hundred times a day — instantly, any hour, in the guest's language — so your team stops repeating itself. AI Unified Inbox → #### Trained on your content AI chat grounded in your own material, with a self-improving loop that gets sharper the more it's used. Guidebooks → #### Your recommendations, not slop Curated and controlled by you — your favourites and your partners, never generic TripAdvisor or Google filler. Guidebooks → #### On brand, multilingual, human-aware Speaks in your voice across 100+ languages — and hands off to a human the moment a human is what's needed. Hotel Branding → #### Runs the whole journey Quietly handles pre-arrival answers, in-stay planning and the right upsell nudge at the right moment. Adaptable Journey → #### Every tap becomes data — yours Every question, plan, tap and purchase becomes data. It's yours to own, segment and act on. Guest Management → ## Built For Concierge profile Live Channels Languages Volume Most common requests ### How it works ### Four steps, every conversation. The same anatomy as every HolidayHero agent — built and tuned in Agent Studio, no engineers required. See how agents are built → ### Proof ## Final Cta Book a demo Open the sandbox → #### General All property types #### For every property type Every guest message, answered. An AI concierge that reads, translates and resolves guest conversations across every channel — and only escalates what genuinely needs a human. Tuned to whatever you run. - **94%** — messages auto-handled - **100+** — languages - **24/7** — response time WhatsApp Resolved in 38s · 0 staff minutes · sentiment positive Most concierges stop at the reply. Ours checks the PMS, books the table, and posts it to the bill. #### Fits the way you run. One concierge that adapts to your property type, your channels and your house rules — no template lock-in. #### Any channel, one agent WhatsApp, email, web and in-app converge into a single thread. #### Reads your PMS Reservations, availability and folios — always in context. #### Your tone, your rules Trained on your brand voice and policies, in plain language. Every channel 100+ Any property - Anything guests ask - Bookings & upsells - Smart escalations 94% of guest messages resolved without staff — across 1,200+ properties on HolidayHero. Put the night shift on autopilot. Turn on the Concierge agent in your sandbox and watch it work a real conversation — no migration, no risk. - guest - María · WhatsApp · 🇪🇸 - Hola, ¿podríamos entrar antes de las 15:00? Llegamos muy cansados 😅 - system - Spanish detected · translated for your team - ai - ¡Hola María! He adelantado tu llegada a las 13:30, sin coste. ¿Reservo también una mesa para cenar? - EN · Moved check-in to 13:30 (free) — offered dinner - guest - María · WhatsApp - ¡Sí, por favor! Para dos a las 20:00 🙌 - ai - Hecho — mesa para 2 a las 20:00 confirmada y añadida a tu itinerario. - EN · Booked table for 2 · 20:00 · added to folio #### Boutique hotels Boutique hotels #### For boutique hotels A concierge as personal as your property. Give every guest a five-star, one-to-one concierge — pre-arrival to checkout — without adding a night shift. It knows your rooms, your restaurant and your neighbourhood. - **4.9★** — guest rating - **38%** — on-property spend lift - **0** — missed messages WhatsApp Resolved in 42s · table booked · €38 upsell to folio A front desk can’t be awake at 2am. Your concierge always is — and always on-brand. #### The personal touch, at every hour. Boutique guests expect to be known. The concierge remembers preferences, curates the stay and quietly upsells what fits. #### Restaurant & spa bookings Reserves tables and treatments straight into your systems. #### Curated local guides Recommends the neighbourhood the way your team would. #### Suite & experience upsells Offers the right upgrade at the right moment, on-brand. WhatsApp · Email · In-app 12+ Low volume, high touch - Dinner reservations - Room upgrades - Local recommendations Boutique hotels see a 38% lift in on-property spend when the concierge handles the ask. Five-star service, zero night shifts. See the concierge handle a real guest request in your brand voice — book a demo tailored to your property. - guest - James · WhatsApp - Hi! It’s our anniversary — could we get a quiet table tonight and a late checkout tomorrow? - system - Returning guest · Suite 12 · VIP - ai - Happy anniversary, James! I’ve booked a window table for two at 8pm and a complimentary 1pm checkout. Add a bottle of cava to the room? - EN · Table 20:00 · late checkout 13:00 · upsell offered - guest - James · WhatsApp - That would be wonderful, yes please 🥂 - ai - All set — cava chilling in your suite and added to your folio. Enjoy the evening! - EN · Cava added · €38 posted to folio #### Hotel groups Hotel groups #### For hotel groups One concierge standard, every property. Roll out a consistent AI concierge across your whole portfolio — each property keeps its own brand, rules and language, all governed from one place. - **40+** — properties live - **1** — rollout - **90%** — faster first response WhatsApp Recognised group-wide · Gold upgrade applied · profile synced Service that drifts between properties erodes the brand. One agent keeps every location on standard. #### Central control, local character. Set the standard once and deploy everywhere. Guest profiles follow them across the group, and every location reports into one view. #### Central governance One set of guardrails, rolled out to every property at once. #### Cross-property profiles Loyalty and history recognised at any location in the group. #### Group-wide reporting Compare response times and sentiment across the portfolio. All channels · per property Group-wide High, multi-site - Loyalty & upgrades - Cross-property stays - Billing questions Groups cut first-response time by 90% across every location — with one rollout. One standard, the whole portfolio. See how a group deploys the concierge to every property in weeks, not quarters. Book a walkthrough. - guest - Anna · WhatsApp · 🇩🇪 - Hallo, ich habe bei euch in München übernachtet — gilt mein Upgrade auch hier in Berlin? - system - German detected · matched across group · Gold member - ai - Hallo Anna! Schön, Sie wieder bei uns zu haben. Ihr Gold-Upgrade gilt gruppenweit — Sie sind auf eine Junior-Suite hochgestuft. - EN · Recognised group-wide · applied Gold upgrade - guest - Anna · WhatsApp - Perfekt, danke! 🙏 - ai - Gerne! Ihr Zimmer ist ab 14:00 bereit. Willkommen in Berlin. - EN · Room ready 14:00 · profile synced across group #### Holiday parks Holiday parks #### For holiday parks Thousands of guests, one calm inbox. Handle peak-season volume without a bigger team. From lodge questions to activity bookings, the concierge answers instantly — in every family’s language. - **6k** — messages / week - **91%** — self-served - **+€** — activity revenue Guest app Kayaks & climbing booked · €24 added · itinerary updated Peak week shouldn’t mean a queue at reception. The concierge absorbs the surge, 24/7. #### Built for the peak-season rush. When the park is full, the concierge scales with it — booking activities, sharing facility hours and guiding families around the site. #### Activity & facility bookings Reserves kayaks, bikes and the climbing wall in a tap. #### Wayfinding across the park Points families to the pool, restaurant or their lodge. #### Family-friendly, any language Answers parents in their own language, all day. App · WhatsApp · Kiosk Family languages Seasonal peaks - Activity bookings - Facility hours - Wayfinding Parks self-serve 91% of guest questions in peak season — without hiring for the summer. Absorb the peak, keep the calm. See the concierge handle a full-park weekend of questions and bookings. Book a demo for your park. - guest - The Ellis family · App - Hi! Can we book kayaks for the kids tomorrow, and what time does the pool open? - system - Lodge 24 · 2 adults, 3 children - ai - Hi! The pool opens at 9:00. I’ve reserved 3 kayaks for tomorrow at 11:00 — life jackets included. Want to add the climbing wall too? - EN · Kayaks 11:00 booked · pool info sent - guest - The Ellis family · App - Yes please, 2pm! - ai - Done — climbing wall at 2pm for 3, added to your itinerary. Have fun! - EN · Climbing 14:00 · €24 added #### Vacation rentals Vacation rentals #### For vacation rentals Every property hosted, none of the 2am texts. Give guests an always-on host across scattered properties — check-in details, access codes, local tips and issues — resolved before they ever reach you. - **100%** — stays covered - **<30s** — avg reply - **4.8★** — reviews SMS Access code shared · arrival guide sent · 0 staff minutes You can’t be at every door at midnight. Your concierge hands over access before they knock. #### An always-on host for every door. Remote properties, no reception — the concierge delivers access, answers the essentials and only pings you when something truly needs a person. #### Access codes & check-in Shares door codes and parking the moment they’re due. #### Local tips per property Knows the neighbourhood around each specific listing. #### Escalate real issues only Maintenance and true problems reach you with full context. SMS · WhatsApp · Email Guest’s own Always-on, remote - Access & check-in - Local tips - Maintenance issues Hosts recover their evenings — 100% of stays covered with zero night shifts. Host every property, reclaim your evenings. See the concierge check a guest in and answer the essentials on its own. Book a demo for your portfolio. - guest - Marco · SMS - Hi, we’re landing late — around 11pm. How do we get in? - system - Villa Oleander · check-in today - ai - No problem, Marco! Your door code is 4471 — active from 3pm. Parking is the second bay on the left. I’ve texted the full arrival guide too. - EN · Access code shared · arrival guide sent - guest - Marco · SMS - Great — and any late-night food nearby? - ai - Yes — Trattoria Sole is a 4-min walk, open till midnight. Enjoy your stay! - EN · Local tip · no staff needed #### Aparthotels Aparthotels #### For aparthotels Hotel service, self-check-in scale. Blend the independence guests want with concierge service when they need it — long stays, self check-in and on-property services, all handled automatically. - **72%** — longer stays - **44%** — service chats upsold - **24/7** — virtual desk WhatsApp Stay extended · weekly cleaning added · folio updated Self check-in shouldn’t mean self-service everything. The concierge is the front desk that never closes. #### The front desk, without the front desk. Extended-stay guests want autonomy and support. The concierge handles extensions, services and check-in — and turns requests into revenue. #### Extended-stay requests Quotes and confirms extensions at the right rate, in chat. #### Cleaning & services Schedules mid-stay cleans, laundry and add-ons on demand. #### Self check-in, backed up Access codes plus a concierge the moment they need one. WhatsApp · App · Web 10+ Long-stay mix - Extended stays - Cleaning & services - Self check-in Aparthotels turn 44% of service chats into paid extras — automatically. Long stays, effortlessly served. See the concierge extend a stay and upsell a service without staff lifting a finger. Book a demo. - guest - Priya · WhatsApp - Hi, we’re really enjoying it here — can we extend by a week and add cleaning? - system - Apt 5B · night 6 of 7 · long stay - ai - So glad to hear it, Priya! I can extend you to the 21st at your weekly rate and add a Wednesday clean each week. Shall I confirm? - EN · Extension quoted · weekly clean offered - guest - Priya · WhatsApp - Yes please, both! - ai - Confirmed — stay extended to the 21st and Wednesday cleans booked. Updated in your folio. - EN · Stay extended · cleaning added · folio updated #### Hostels Hostels #### For hostels Every question, answered instantly. Give backpackers instant, multilingual answers to the same hundred questions — Wi-Fi, luggage, check-in, directions and tours — so your small front desk only handles what really needs a human. - **85%** — messages auto-handled - **30s** — average reply time - **24/7** — virtual desk WhatsApp Tour booked · beds confirmed · desk left alone One tiny desk can’t cover every language and time zone. The concierge answers before a guest can ask twice. #### The front desk, minus the queue. Backpackers ask the same things at all hours, in every language. The concierge deflects the repeats, books the tours, and escalates only what a human should touch. #### The repeat questions Wi-Fi, luggage, check-in and directions — answered instantly, any language. #### Tours & extras Books walking tours, transfers and add-ons straight from the chat. #### Escalation that matters Flags late arrivals and real issues so staff step in only when needed. WhatsApp · Instagram · OTA inbox 20+ High message volume - Repeat questions - Tours & extras - Late arrivals Hostels let the concierge handle 85% of guest messages — automatically. High volume, instantly handled. See the concierge answer a hundred questions and book a tour without the desk lifting a finger. Book a demo. - guest - Mateo · WhatsApp - Hola! What time is check-in and can you store our bags before? Also any good walking tours? - system - Bed 12A · 6-bed dorm · arriving today - ai - ¡Hola Mateo! Check-in is from 14:00 and yes — free luggage storage from any time this morning. Our old-town walking tour runs at 11:00 daily, €12. Want me to book two? - ES · Check-in answered · storage confirmed · tour offered - guest - Mateo · WhatsApp - Yes, two please! - ai - Booked — two spots on tomorrow’s 11:00 tour and your bags are welcome from now. See you soon! - ES · Tour booked · storage confirmed · desk left alone