Guides for your property
Virtual Concierge for Hotels | Digital Guest Assistance
Virtual Concierge for Hotels | Digital Guest Assistance
HOTELAPP / DIGITAL WELCOME
Helpful answers, even before the question is asked.
What time is breakfast? Where can I park? How do I book a transfer? When the same questions keep coming up, reception spends time repeating information that could already be at guests’ fingertips on their smartphones.
A virtual concierge for hotels helps make directions, services and contacts easily accessible. With HotelApp, Webconcierge and Persefone chatbot, communication supports the guest before, during and after their stay.
What is a virtual concierge for hotels?
It is a digital access point to the accommodation provider’s information. Guests can consult useful content for their stay and ask questions conversationally via a chatbot. The quality of the experience depends on clear, up-to-date information consistent with the services actually available.
HotelApp’s Guest App opens in the browser via a link or QR code: no app download required. Logo, colours, images and content can be customised to maintain the accommodation provider’s identity.
The information guests ask for most often
Arrival without uncertainty
Directions to the property, parking, check-in times and contacts to use if needed.
Life at the accommodation
Breakfast, restaurant, Wi-Fi, service hours and access details: easy-to-find information when needed.
Services and experiences
Presentation of SPA, transfers, excursions, upgrades and late check-out, with clear conditions and request procedures.
Departure and feedback
Check-out information and post-stay communications to thank guests and gather feedback.
A tailored message for every stage of the stay
Sending everything in one message can make it hard to find what matters. HotelApp lets you schedule emails and WhatsApp messages for different moments during the stay.
- 01
Before arrival
Share a welcome message, directions, parking info and a link to the Guest App. Ensure the content matches the accommodation provider’s reception procedures.
- 02
During the stay
Make restaurant, wellness, activities and extra services visible. Clear descriptions help guests understand what’s available and under what conditions.
- 03
After departure
Schedule a thank you and an invitation to leave feedback. Keep messages relevant and respectful of the guest’s communication preferences.
The chatbot uses your hotel’s information
HotelApp’s AI concierge can respond via the Guest App, WhatsApp and email using your accommodation provider’s content. To start, prepare a reliable information base: hours, services, contacts, conditions and answers to frequent requests.
Consultable information is not the same as service confirmation. If a guest requests a transfer, change or special availability, agree with your team which steps require reception verification and how to make this clear to the guest.
Learn how Webconcierge and the chatbot work ↗How to prepare digital reception
- Collect real questions. Start with the most common requests received by reception and staff.
- Assign a content manager. Hours and services must be updated when they change.
- Test the guest journey. Open the QR code on your phone and check if you can quickly find what you need.
- Make human contact recognisable. Provide directions to the property for specific requests.
- Evaluate useful channels. Guest App, email, WhatsApp and Smart TV content can accompany different moments of the stay.
Frequently asked questions about the virtual concierge
Do guests need to install an app?
No. HotelApp's Guest App opens in the browser via a link or QR code, with no download required.
Are digital concierge and chatbot the same thing?
The digital concierge gathers information and access to services. The chatbot adds conversational interaction based on the accommodation provider's content. HotelApp combines them in a coordinated experience.
Can it help promote extra services?
You can showcase the restaurant, spa, experiences, transfers and other services in the Guest App and scheduled communications. Requests, conditions and confirmations should be defined according to your organisation.
Does the virtual concierge replace the reception?
It supports making information available and managing frequently asked questions. Personal interaction and needs requiring assessment remain part of the team’s role.