AI concierge
Practical questions answered, everything else handed to your team
The concierge answers on its own when your own data covers the question, citing its sources. Booking, price, complaint: the conversation goes to your team, and nothing is sent to the guest without approval.
An assistant that knows where to stop
Wherever the guest writes
A “Any question?” chat in French, English, Spanish and Arabic, on the hotel website, guest portal and guest app.
Your data, nothing else
Hotel profile, opening hours, policies, rooms, restaurants, spa, access, website and portal FAQs. An empty field produces no answer.
Answers with their sources
Automatic answers only for information questions covered by the knowledge base, on topics you allow, with sources shown to the guest.
Approved drafts
For everything else, AI prepares a draft: the team approves, edits or rejects it, or writes its own reply.
No promises, no actions
The concierge never books, changes, cancels or charges anything, and never promises a discount, a free service or a refund.
Your team alerted
In the Management app, a notification gives the number of conversations waiting, never the guest's text.
Always handed over
Anything that commits the hotel stays with your team
Whatever your settings, these requests go to “To handle”, with the reason shown. An answer that would quote figures missing from the sources is also handed over.
- Booking, change or cancellation
- Prices, quotes and payment
- Complaints and special requests
- Personal data and sensitive topics
- Low AI confidence, against the threshold you set
An inbox for your team
To handle, open, closed
Counters show waiting conversations, 30-day volume and the share of automatic answers.
Assignment and follow-up
Assign a conversation, close it, reopen it or send it back to handle. A guest writing in a closed conversation reopens it.
Reply by e-mail too
If the guest left an address and e-mail sending is configured. The real outcome is recorded: sent, failed or not sent.
Convert to a request or complaint
Into a portal request for an identified booking, or a complaint in the GM cockpit, depending on your modules.
Set up in five steps
- Step 1
Turn on the widget
Off by default: tick it and choose website, portal or app.
- Step 2
Choose topics
Topics allowed for automatic answers and the minimum confidence required from AI.
- Step 3
Fill in the FAQ
Parking, breakfast, pool: your frequent questions, in French at least.
- Step 4
Check what AI knows
The “What AI knows” panel shows the knowledge base actually used.
- Step 5
Test a question
Without calling AI: matched passages and routing, before opening the chat to guests.
Privacy
What is public stays public, the rest waits for sign-in
Portal practical information, such as the Wi-Fi code, is only given to a signed-in guest, on the portal or in the app. Promotional offers are excluded from the knowledge base.
- Notice accepted by the guest before the first message
- Messages limited in length and number, per visitor and per hotel
- Team notifications with no guest text at all
- Only the chat feeds the inbox: guest e-mails do not arrive there
FAQ
Your questions
What happens if AI is not configured?
Only the hotel's FAQs get an automatic answer; everything else goes to the team, without a draft.
Can we reply on WhatsApp?
Not yet. Outside the 24-hour window opened by the guest, only a Meta-approved template can be sent, and Otelvya does not have any yet.
Can the concierge take a booking?
No. Any booking, change or cancellation request goes to the team. Guests can book themselves through your booking engine.
How large can the concierge FAQ be?
Up to 60 questions, on top of the hotel, website and portal data picked up automatically.
See also
Growth & guests
CRM, guest portal, groups, prospecting.
Learn moreHotel websites
Ready templates, own domain, 4 languages.
Learn moreApps
Staff, Management and Guest, installable.
Learn moreAI revenue management
Recommended prices, approved before sending.
Learn more
See Otelvya on your own cases
A guided presentation on your real questions, or a free trial workspace: no payment method is required to sign up.