Hotels and tourism · Sample scenario
Hotel reservation bot
For a booking request from the website chat, WhatsApp or Instagram DM, the bot collects dates, guest count and room type, checks availability in the PMS, takes the price from the hotel's rate rules, holds the room and sends a payment link.
Problem
Booking requests arrive on several channels, and staff ask every guest separately for dates, guest count and room type. The slower the reply, the more likely the guest books elsewhere, and requests sent at night wait until morning.
How it works today
A reservations agent reads the message, asks for missing details, checks availability and the rate table in the PMS by hand, types the price into a message and prepares a separate payment link. Bookings that never get paid are tracked by hand.
What this scenario changes
The bot pulls the arrival date, number of nights, guest count and room type from the request and asks the guest for anything missing. Availability is checked in the PMS, and the price comes from the booking engine using the hotel's existing rate rules. For a standard booking the room is held and a payment link is sent; once payment is confirmed, the booking is confirmed in the PMS. Group bookings, non-standard rates and requests for special terms go to the reservations manager.
The process step by step
- Booking request: Guest writes in the website chat, WhatsApp or Instagram DM
- Booking details collected: Dates, nights, guests, room type; missing details requested
- Availability checked in the PMS: Live data by date and room type
- Rate rules applied: The price comes from the hotel's current rate plan
- Standard booking?: No group, non-standard rate or special terms
- Room held temporarily: A booking awaiting payment is created in the PMS
- Payment link sent: With the amount and cancellation terms, on the same channel
- Booking confirmed: Confirmed in the PMS after payment, confirmation sent to the guest
Exception path
- Reservations manager decides: The conversation reaches the manager in the CRM with a summary
- Guest informed: Told that the manager will get in touch
The role of AI
Pulls booking details out of free-form messages, asks short questions for anything missing and explains rate terms to the guest in plain language. It does not calculate prices or offer discounts.
Human approval and exceptions
Group bookings, non-standard rates, discount requests, special terms and refund requests are never approved by the bot; the conversation goes to the reservations manager with a summary, and the manager decides.
Frequently asked questions
Does the bot set the price itself?
No. The price comes from the hotel's current rate plans in the PMS and booking engine. The bot gives no discounts and does not change rates; those requests go to the manager.
If the guest does not pay, does the room stay blocked?
No. The temporary hold is released automatically when the period in the hotel's hold policy ends, the room goes back on sale and the guest gets a notice.
Does the bot ask for card details in the chat?
No. Payment happens only on the payment provider's page; the bot does not accept or store card details.
Who handles cancellation and refund requests?
The bot can explain the hotel's cancellation policy, but the reservations manager makes refund and exception decisions.