Hotel Facility and Policy Questions Answered on WhatsApp
This recipe answers the questions every hotel gets every day: check-in and check-out times, parking, pets, smoking, breakfast hours, the pool, the security deposit, wifi and how to get there from the airport or the train station. It answers from your own property fact sheet, in the guest’s language, at any hour. Part of the hotel workflows.
What happens today
“Do you have parking?”, “is breakfast halal?”, “can I bring my dog?”, “what time is check-in?”. The front office answers the same twenty questions all day, between check-ins and phone calls. At night they wait until morning. Answers vary by who is on shift, so one guest is told parking is free and the next is told it costs US$20.
The flow that works
- The guest asks a question in their own words and language.
- AeroChat finds the answer in your fact sheet and replies in the guest’s language.
- If the question leads into a booking, such as “ok, any room this weekend?”, it moves into the availability workflow.
- If the answer is not in the fact sheet, it says the front office will confirm, and notifies them.
Every guest gets the same answer, so your policies are applied the same way on every shift.
The recipe
Copy this into AeroChat
When a guest asks about our facilities, policies or how to get here, follow these steps.
- Answer only from our property fact sheet. This covers check-in and check-out times, the security deposit at check-in, parking, pets, smoking, breakfast hours and whether it is halal, the pool and gym hours, wifi, accessibility, luggage storage and directions from the airport and the nearest train or metro station.
- Give the specific answer, for example “Check-in is from 3pm and check-out is by 12pm. Parking is US$15 a night at the basement car park (example).”
- If the guest is asking before booking and the answer suits them, offer to check room availability for their dates.
- If the answer is not in our fact sheet, say “Let me check with our front office, they will reply here shortly”, and notify the front office with the question.
- If the guest asks about a refund, a complaint, safety, or anything medical, hand the conversation to the duty manager.
Never guess a policy, a price or an opening time. Reply in the guest’s language.
Change the example times and prices to your own, and make sure your fact sheet covers each topic in the recipe, before you paste it.
What to connect
- Your property fact sheet. Upload it to the AeroChat knowledge base. One clear line per topic works best: check-in time, check-out time, parking cost, pet rule, breakfast hours and halal status, security deposit, wifi, directions.
- Your channels. WhatsApp, Instagram, Messenger and web chat on your booking page all use the same answers.
- AeroChat’s team notifications for questions the fact sheet does not cover. Each one is a gap to add to the fact sheet.
This workflow needs no other connection. It is a good first workflow because it shows you how AeroChat answers guests before you connect availability or payments.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- What goes in the fact sheet, and who keeps it current when a policy changes.
- Which questions always go to a person.
- Whether to state the halal status of your kitchen, and in what words.
The result to expect
Most of the repeat questions are answered in seconds, consistently, in the guest’s language. Pre-booking questions that used to wait overnight get answered while the guest is still deciding. The questions AeroChat passes on show you what is missing from your fact sheet.
Measure it with your own numbers: conversations answered without a handover, and the questions handed over most often, after the first two weeks. Add the answers to your fact sheet.
Next: room availability questions and local recommendations. See also shared inbox.
Start with your fact sheet
Upload your fact sheet, paste the recipe and send your own number the five questions your front office hears most.
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On Shopify? Install AeroChat from the Shopify App Store.