What if your hotel could handle hundreds of guest inquiries simultaneously, offer personalized recommendations at 3 AM, and save millions in operational costs?
Hotel chatbots are making this possible, with:
- Omnichannel automation
- Unified data
- 24/7 customer service
Dissatisfied customers, high call volumes, and low-value tasks will be things of the past. That’s because chatbots for hotels offer a personalized solution to connect with your customers quickly, automate repetitive queries, reduce escalations to human agents, and slash customer service costs.
In this article, you’ll learn:
- What a hotel chatbot is
- How using AI for hotel bookings can save your business millions
- 6 Real-world examples of hospitality chatbots
Let’s begin!
What is a hotel chatbot?
A hotel chatbot is an AI-powered software designed to:
- Streamline reservations
- Answer property-specific questions
- Route guests correctly
- Boost upsell opportunities
By now, most people are familiar with AI customer support and chatbots. But the truth is, most businesses don’t get all the possible benefits of this technology because they use generic one-time solutions.
Advanced chatbots in the hospitality industry offer customer service based on your hotel or hotel group’s data. No generic answers or poor customer experiences. You train a chatbot with details about your hotel using your specific FAQs, user interactions, reservation systems, customer data, and loyalty programs.
Think of it this way: many tasks like hotel reservations, questions about hotel policies, and upselling don’t need a human agent. AI hospitality bot works like a multitasking employee who handles routine tasks while your customer support and sales teams can focus on more complex cases.
For your business, it means:
- More time and money saved
- Happier customers
- Better utilization of customer support teams
- Increased upselling opportunities
For your customers, it means:
- Convenient access to information (through calls, emails, text messages)
- Faster service
- 24/7 personalized attention to their needs
Why hotels are switching to automated AI chatbots
Hotel occupancy reached 68% globally in 2024—and it’s still climbing. As demand grows, so does the pressure on your customer service team. However, potential customers won’t wait and can easily switch to competitors if the wait times are too long or if their calls are constantly misrouted.
We get it.
Your human agents can’t work without a break. But that doesn’t mean guests stop needing information. As many as 88% of customers say the experience a company provides is just as important as its services. Long hold times or even a single misrouted call can be enough to drive a guest to choose a competitor. AI chatbots for hotels are one of the fastest-growing solutions to reduce wait times, among many other benefits.
Other benefits of chatbots for hotels include:
24/7 guest support without extra staff
AI chatbots don’t need breaks. They work even when typical business hours are over. Based on information about your specific business, AI chatbots can automate booking inquiries, check-in and check-out processes, and answer common FAQs. They can handle all of the repetitive and easy-to-do tasks.
Imagine it’s the middle of the night, and one of your guests is still at the airport. They need to ask about their check-in time before arriving at the hotel. An AI chatbot can instantly provide this information, whether via call or text.
Reduced call volumes and costs
The majority of calls hotel service agents receive are about routine questions. Think questions like:
- What’s my check-in time?
- Can I check in early?
- What’s your location?
- Do you have a pool?
Ultimately, they’re standard questions with standard answers.
By redirecting these questions to a chatbot, you’ll be able to:
- Reduce wait times for incoming service questions
- Route calls more effectively
- Reduce costs
The cost of misrouted calls alone can strain your resources. AI hotel chatbots change that. They answer routine questions and perform tasks without needing a human agent. They can handle multiple guests at once, reducing call volume and cutting costs.
Higher conversion rates for upselling opportunities
How many of your guests would enjoy a relaxing spa break while waiting for their flight home, or having breakfast included? Well, if they don’t know about these services, they won’t be able to take advantage of them.
A conversational AI hospitality agent never forgets to mention potential extras your guests can enjoy during their stay. It uses guided conversations and proactive nudges through omnichannel communication to drive upsell opportunities and package upgrades.
But the opportunities to connect with your guests don’t end there. You can also take advantage of using AI for marketing campaigns to increase not only upsell opportunities, but also direct bookings, and as a result, revenue.
Here are some amazing real-world examples of how the hospitality industry uses AI for marketing.
Consistent guest experience across channels
86% of high-performing hospitality businesses include text customer support in their communication channels. 91% of them offer customer service through email. Advanced hotel chatbots can accommodate your guests across different channels and provide service continuity.
For example, Capacity’s AI chatbots for hotels have the ability to maintain context when a guest switches channels
Let’s say a guest sends an email asking about their reservation, and then switches to SMS. With Capacity’s AI agents, guests can pick up the conversation from where they left off rather than starting from scratch.
Shorter wait times
Because AI chat support works 24/7 and can attend to many people at once, wait times drop drastically. Now, repetitive tasks like password resets or amenity requests can be handled without human intervention or waiting, improving your customer satisfaction scores.
Unified data for smarter decisions
Advanced AI chatbots track data across all communication channels. You get clear, continuous insights into:
- How many guests they interacted with
- How long each interaction lasted
- What the average resolution time was
Using this information can further optimize your customer service resources and improve the customer experience.
Top six hotel chatbot use cases in 2025 to boost bookings
From simplified booking and reservation management to upselling opportunities without relying only on human agents—these are just a few of the many possible use cases for implementing chatbots in your hotel.
1. Automated booking and reservation management
A booking chatbot assists guests with checking room availability, comparing prices, and completing bookings in real time. They can modify or cancel reservations, reducing the need for front desk staff.
In just 8 months, Choice Hotels managed to:
- Save nearly $2M in support costs
- Automatically route 97.4% of their calls
- Reduce escalations to live agents from 7.6% to 2.6%
Before implementing Capacity, they had already tried hotel chatbots, but the results weren’t great. By working closely with us and customizing their virtual agents using our technology, the hotel group completely changed its customer support workflows and eliminated previous roadblocks. The key was customization and relevant information to turn AI technology from a generic tool into an omnichannel communication solution.
Another great example of AI chatbots in action is the Hilton Group. They use an AI chatbot to help customers manage their bookings and reservations faster.
2. FAQs and property specific information
Chatbots handle common guest questions like check-in time, parking, or pet policy instantly. Even if you have this information on your website, most guests don’t have the time or energy to look for it. They’d rather just ask the source (that’s you!).
AI chatbots provide brand-consistent answers across multiple channels. By taking on the manual and repetitive tasks, your human staff have more time to spend on higher-value client activities like special requests.
Tools like Capacity deliver custom chatbots trained on specific information about your business. Even if you run an international hotel chain, trained bots can address location-specific questions and tasks.
Again, Hilton’s AI chatbot does a great job letting guests access hotel information with the click of a button, instead of scrolling through lengthy FAQ pages.
3. Personalized guest services and room requests
From the moment a guest makes a reservation to the checkout and post-sale communication, they expect personalized service. According to the McKinsey report, 71% of consumers expect companies to deliver personalized interactions. However, it’s difficult to achieve when you have only a few agents working and hundreds of guests.
AI chatbots personalize customer service based on previous interactions. For example, Capacity offers a voice biometrics feature that authenticates callers quickly and securely. When a guest asks for extra towels or room service, the AI agent identifies the request and uses it to personalize the service and even suggest upselling opportunities.
You can learn more about AI voice agents and how they work.
4. Event inquiries and group bookings
Hospitality isn’t just about sleeping and dining. Many hotels also offer event space rentals and group booking perks. Don’t let incoming inquiries fall under the radar. Lean on chatbots to help:
- Collect and sort through initial details (dates, number of guests, event type, etc)
- Answer basic questions as they come up
- Forward qualified leads to your human staff to seal the deal
5. SMS chatbots for bookings and reminders
When you use automated SMS support, guests can receive SMS messages for booking confirmations, check-in reminders, or special offers. They can reply to the chatbot to modify their reservations or ask questions, all handled by AI.
Capacity’s AI chat support for hotels sends real-time updates, reminders, rebooking options, and personalized offers directly to guests’ phones. The service is especially useful when guests are in remote locations where you can’t always trust the internet connection. With omnichannel communication, you can rest assured that your guests are taken care of.
A great example is the Accor hotel group and its automated customer support, which you can access through the web or WhatsApp chat.
6. More upsell opportunities
Upselling can be difficult — your internal agents might not feel confident offering extra services, or just forget about them in the rush of endless calls. A hotel voice or text bot suggests upgrades (e.g., better rooms, spa services, late checkout) during the booking process or stay, based on guest preferences or past behavior.
Software that uses advanced biometric technology and supports service continuity can maximize your upsells by finding the best upgrade options for each guest. Let’s say a guest requests a late checkout. The system can suggest spending the extra time at the hotel’s spa or attending one of the events happening during that time.
Your hospitality business beyond chatbots
Adding a personalized AI chatbot to your customer support and sales teams can help you:
- Speed up reservations and booking management
- Increase customer satisfaction
- Boost upselling opportunities
- Reduce call volumes and costs
But a hotel chatbot is only as useful as the technology behind it. That’s why personalized hotel chatbots are the way to go. Capacity’s AI chatbots for hospitality businesses deflect tickets, automate repetitive tasks, and streamline workflows across departments. We provide omnichannel communication to help your customers reach you in the most convenient way.
Ready to cut costs, improve customer satisfaction, and help your internal agents?
Increase agent efficiency with AI
FAQs
Yes, many hotels use AI chatbots to handle bookings, guest inquiries, customer service, and upselling.
You have many options to choose from, but the best solutions are the ones that can customize your chatbot interactions based on your business information and deliver personalized communications to guests.
The most commonly used chatbot technologies are:
– Rule-based chatbots that follow a set script
– AI-powered bots that understand natural language and learn over time
– Hybrid hospitality bots that combine rules and machine learning
– Voice-enabled chatbots that can interact via speech
A hotel bot is an automated program (usually AI-driven) that interacts with guests or staff to handle tasks like answering routine questions, processing bookings, or managing service requests. It trains on data from your specific business to customize and personalize communication with your hotel guests.
AI chatbots for hotels won’t replace your staff anytime soon. After all, hospitality service is all about human connection. However, AI chatbots can make the life of your team easier by automating routine queries and tasks and reducing call volume.