Skip to content
English
  • There are no suggestions because the search field is empty.

How guests use AI Concierge

Overview

AI Concierge is a conversational assistant available in the guest app that helps guests quickly access information and services related to their stay.

Guests can ask questions at any time and receive instant responses based on the hotel’s configured content. The assistant can also suggest relevant services and provide direct access to book, request, or interact with them.

This article explains how guests interact with AI Concierge during their stay.

Before getting started

Before promoting AI Concierge to guests, it is important to understand:

  • AI Concierge can be used by both logged-in and non-logged-in users without limitations. If the guest is logged in to the app, AI Concierge will address them by name, providing a more personal and welcoming experience.
  • If a user accesses a suggested service and wants to complete an action (e.g., booking or request), they will be prompted to log in.
  • The quality of responses depends on the FAQs and CMS content configured by the hotel.
  • AI Concierge is an informational tool and does not complete actions on behalf of the guest.

Step-by-step guide

Step 1: Access AI Concierge

Guests can access AI Concierge from the guest app through the available entry points (e.g., home page widget, side menu, or direct links).

Once opened, AI Concierge appears as a chat interface where guests can start interacting.

Step 2: Ask questions

Guests can type questions related to their stay, such as:

  • Hotel services and facilities
  • Opening hours and availability
  • Activities and experiences
  • General information

AI Concierge will provide instant responses based on the hotel’s CMS and FAQs content.

Step 3: Receive suggestions and access services

In addition to answering questions, AI Concierge may:

  • Suggest relevant services based on the guest’s query
  • Provide direct links to those services

Guests can click on these links to:

  • Make a reservation
  • Submit an order
  • Send a request

If the user is not logged in, they will be prompted to log in when attempting to complete the action.

Step 4: Rate responses

Guests can provide feedback on each AI response:

  • 👍 Thumb up → indicates the response was helpful
  • 👎 Thumb down → indicates the response was not useful

This feedback is collected to help hotel staff analyze guest interactions and identify opportunities to improve FAQs and CMS content.

Step 5: Continue conversations over time

AI Concierge maintains conversation continuity:

  • Guests can return to the chat at any time
  • The conversation resumes where it was left off
  • Previous messages remain visible

This allows guests to interact with AI Concierge throughout their stay without losing context.

Next steps

Now that you understand how guests interact with AI Concierge:

  • Ensure your FAQs and CMS content are complete and up to date [link]
  • Review conversation history to analyze guest interactions [link]
  • Use the Analytics section to monitor usage and performance [link]

Need further assistance?

If you have additional questions or require further assistance:

  • Contact us via live chat
  • Send a ticket to our Support team
  • Visit STAY Academy, our training platform