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

How to set up AI Concierge

Overview

Setting up AI Concierge primarily involves defining high-quality FAQs and ensuring your CMS content is complete, accurate, and well-structured.

The AI generates responses exclusively from this information, so the quality of your FAQs and CMS content directly determines how useful and reliable its answers will be for guests.

Focusing on these two elements will ensure AI Concierge delivers clear, relevant, and actionable information at all times.

Important: AI Concierge is designed to answer questions, guide guests, and suggest relevant information, but it does not perform actions such as bookings or requests.

 

Before getting started

Before configuring AI Concierge, make sure:

  • You have access to the CMS
  • Your services, facilities, and activities are already created
  • Your content is structured using manual catalogs (avoid PDFs)

Step-by-step guide

Step 1: Request activation from Support

Before you can configure AI Concierge, you need to request its activation. Please contact our Support team through any of these channels:

  • Live chat via the CMS.
  • Support ticket
  • E-mail

Once activated, you can proceed with the next steps in this guide.

Step 2: Access the AI Concierge section

  1. Log in to the CMS
  2. Click AI Concierge in the top menu (blue background)

Step 3: Add FAQs

FAQs help AI Concierge answer common guest questions that may not be covered in service descriptions.

  1. Access the FAQs section from the left-side menu.
  2. Complete the relevant FAQs for your property, focusing on high-frequency guest questions (e.g., contact details, general information).
  3. Use the Search field to quickly find specific terms, or scroll through the list of available topics.
  4. For each term, enter the information you want AI Concierge to provide when guests ask related questions.
  5. Add translations by clicking the flag icon, so responses are available in all supported languages.
  6. Save changes.

Note: Although optional, FAQs are one of the most effective ways to improve the accuracy and usefulness of AI responses.

Tip: We strongly recommend completing the Front Desk Number FAQ, so the AI can provide it when needed.

 

Step 4: Optimize your CMS content

To ensure AI Concierge performs correctly:

  • Complete service content: Make sure all titles, descriptions, and timetables are filled in. 
  • Use manual catalogs: AI Concierge cannot read content within PDF catalogs. To ensure this information is indexed, we recommend using manual catalogs instead. 
  • Keep information up to date: Regularly review prices, schedules, and descriptions. 
  • Schedule activities: Only activities with an assigned date and time will be recommended by the AI. 

Important: The AI is connected to your CMS in real time. Any changes you make to the content (prices, schedules, or descriptions) are indexed within a few minutes. This ensures that the guest always receives accurate and reliable information.

 

Step 5: Ensure request coverage

To make sure guests can always receive an answer, even when their specific need is not explicitly listed:

  1. Go to the Issues, Housekeeping, and Amenities catalogs.
  2. Add a generic product called “Other” or “Other requests”.
  3. Add an image (max. 1 MB, recommended size: 400x400 px).
  4. Description and price are optional in this case.
  5. Enable the Other product in the catalog.
  6. Save changes.

This allows AI Concierge to redirect guests to a general request form when no specific option matches their need, helping ensure that no request goes unmanaged.

Please note:

  • AI Concierge always responds in the guest's preferred language. If a recommended service has not been translated by the hotel within the CMS, the AI will display the information in the primary language available in the system.
  • AI Concierge maintains fluid conversations by remembering the previous question. For example, if a guest asks about the gym and then follows up with "Are there towels?", AI Concierge understands the context perfectly.
  • If the guest is logged in to the app, AI Concierge will address them by name, providing a more personal and welcoming experience. 

Next steps

Once your FAQs and CMS content are properly configured:

  1. Enable AI Concierge in the guest app. Learn how in the article How to make AI Concierge visible to guests [link].
  2. Test AI Concierge from a guest perspective to validate responses.
  3. Continuously refine FAQs and content based on common guest questions.

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