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Chatbots in the hospitality industry

About the industry

Despite the tourism industry being severely impacted by the global coronavirus (COVID-19) pandemic that began in early 2020 and continues till now, it shows slight growth in 2022 compared to 2020. At the same time pandemic accelerates a few trends, and automation is one of them (like contactless payment, food ordering, using robots, etc)
The digitization of the hospitality industry has been underway for decades, but the past two years have accelerated tech adoption in hotels across the globe. The latest surveys reveal nearly 78% of hoteliers will increase their investment in hotel tech in the next three years. One of the top five most important points takes place digital guest journey

Pains and challenges

Waiting for check-in

Automated check-in at hotels is much faster than standing in line to be checked in by reception staff. “Why do low-cost airlines tools up with the process where you don’t need to wait on the check-in, you can do everything online, and in a hotel not uncommon for you to have to wait”. Such a question sometimes is wondered by many guests.

long duration of checkin or checkout
hard to communicate in different languages

Language barriers

A lot of tourists are trying to avoid interaction with reception due to a lack of spoken language knowledge. It leads that some customer demands not being met and too low service ordering. Also sometimes the customer is not able to explain his issues.

Customer loyalty

When expectations are not met, customers can be very vocal about their dissatisfaction, complaining to staff, writing negative reviews, and posting complaints on social media. For preventing such cases, a hotel should stay with a guest at arm’s length 24×7

clients loalty
customer centricity

Personal attention

Guest experience is the top priority for the hospitality sphere. Personal interaction with customers is highly important for them to feel unique. For this purpose, hotels need a way to programmatically collect guest’s data, so that hotel staff can access and leverage it in real-time in different inn areas.

What kind of use cases useful to automate

Check-in and check-out

Online check-in automation enables the guests to book their room according to their own convenience. It minimizes e human involvement since check-in and check-out operations can be performed any time via the favorite messaging app. Guests can use their smartphones to check in to or out of the hotel, allowing them to skip the line at the front desk

Services and meal ordering

Using a chatbot, instead of calling reception, allows clients to make simple service requests without any language barrier. Just in a few clicks, customers can order meals to the room, additional room services, and reserve some hotel facilities. Hotels can implement not expensive chatbots that understand a variety of languages

Visitor management

Using integration with a visitor management system, the chatbot allows your residents in a few steps to provide access to the community area for their guests, relatives, or service companies. It’s easier and more convenient  to run a favorite messager and share QR that grants access to the community area 


It’s crucial in a competitive environment to treat customer complaints in a fast way and avoid evolving them into problems. On the one hand, the customer if something happens can raise a complaint, on the other hand, hotel management can track what is going on and react if needed. Using chatbots for customer care allows for minimizing such cases by eliminating them in the early stages.

Get basic info

Every time clients have a lot of questions, related to services, nearest places, or open hours of the restaurant. A chatbot can answer these questions within a second using customer-preferred language. Using integration with the hotel management system, a chatbot can also provide personal answers, like bill status

Feedback and promotions

During customer staying, you can track customer satisfaction by doing some proactive interaction with guests by asking if everything is ok. Also to engage customers and increase loyalty you can do promotions via chatbot. You can greet them personally using the bot, and ask them about their opinion.

ROI Drivers

Increase service orders by avoiding the language barrier

Increase customers satisfaction and loyalty

Reduce staff load

Increase Customer Retention