Hotel operations automation: guest requests routed, timed and closed.
A guest in room 204 reports that the AC is not cooling, and the request is logged. The front desk still tells maintenance on a call, maintenance fixes it, and nobody records when. We can automate what happens after the request is logged: routing, time targets, escalation and the room log.
Example workflow. Not client work.
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How requests are routed
Routing starts once a request is logged with a room number, whether staff entered it or it came from a guest's message. The AI sorts the message by type, and the automation checks the room against today's occupancy list, exported from your property management system where it allows.
| Request | Goes to | Checked first | If it goes wrong |
|---|---|---|---|
| "AC making noise, not cold" | Maintenance | Room is occupied today | Time target missed: duty manager |
| "Bathroom tap leaking" | Maintenance, marked as a water fault | Room is occupied today | Time target missed: duty manager |
| Extra bed or late checkout | Front office | Chargeable, so no price is quoted yet | Waits for front office approval before the guest hears a price |
| Wording that reads as a complaint | Duty manager | None, opens at once | Stays with the duty manager until closed |
| Request for a room shown as vacant | Front desk | Room number | Not opened until the room is confirmed |
Your managers set the time target for each request type. A request closes only when the department marks it done against the right room number, and the room's log keeps the open and close times.
Sample guest request
Follow a sample request through the hotel.
Interactive simulation · sample data
A fictional property with sample rooms, sample departments and sample time targets. Pick a request and follow it to its log entry.
Choose what happens
Pick one above. Nothing here is live: no call is placed, no message is sent and nothing is saved.
Group bookings and events
Weddings and conferences fill blocks of rooms under one booking. Requests from those rooms can also be tagged to the group’s coordinator, so the coordinator sees what their guests asked for without reading the whole log.
Where your team decides
Managers set prices for extras and late checkouts, and decide whether to waive them. Compensation after a complaint and room changes stay with them too.
Around the request log
If guests book through your own website, see how we build hotel and booking websites. Connecting a property management system depends on whether it offers an API or data export.
For calls to reservations and the front desk, see our voice agents page.
FAQ
Does the guest see the time target?
Only if you want them to. The target is an internal setting, and guest messages are written with your team during scoping.
Can housekeeping staff use it from their phones?
We can build a mobile-friendly screen for department staff to see and close requests. What that screen includes is agreed in the scope.
Can guests send ID documents on WhatsApp?
That is off unless you ask for it. Where a property wants it, we switch it on and the document is filed against the booking in your own accounts, with the same log as any other request. Where you would rather see ID at the desk, nothing about ID goes through the automation at all.
Which guest requests get lost between departments?
Tell us how requests reach your staff today and the size of your property. Someone from our team replies within one business day.