Domain 01
Automating guest communication
Guest communication is every contact between your house and your guest: the confirmation after the booking, the question just before arrival, the message that follows the stay. We take over the drafting of it. Your team gives it the final touch, in the tone that makes your house recognisable.
Many houses call this work guest services: the questions that arrive by email, through the booking platform and at the front desk, and the answer each one needs. We automate the writing around it, not the conversation itself. Your front desk stays the voice of the house.
What we take over
The writing that returns every week in the same form.
- Messages before arrival
- From the confirmation to the practical tips just before arrival. Every message matches what the guest booked and the tone of your house.
- Upselling at the right moment
- A suite, a dinner, a late departure: the offer arrives when the guest is open to it, instead of as a standard email to everyone.
- Following up on reviews
- After the stay, the right question comes at the right moment. Satisfied guests are invited to leave a review, complaints reach your team first.
- Personalised email handling
- Every draft reply is written from the guest profile and the earlier correspondence. Your staff member approves and sends it, or edits it.
One morning at the front desk
It is a quarter to eight. A guest arriving this afternoon asked late last night whether a cot could be put in the room.
- Now
- That question sits at the bottom of a mailbox that has been filling since last night. Your receptionist looks up the booking, reads back what was agreed earlier and types a reply. Then the same begins with the next message, while the first guests are waiting at the desk. Anything that does not look urgent slips to the afternoon, and sometimes to tomorrow.
- Once it runs
- The reply is already waiting: courteous, in the tone of your house, with the question of whether an early arrival suits them. Your receptionist reads it, nods and sends it. The guest feels a house that is paying attention, rather than a system replying. The rest of the mailbox has been prepared the same way, in the order of what still has to go out today.
What it plugs into
A message is only right if it knows the booking.
So this system reads along in what your house already runs. It takes what it needs in order to write, and writes nothing back that you have not seen.
- PMS
- Booking, room type, arrival and departure come from here, so a message never confirms something that was not booked.
- OTA portals
- Messages arriving through a booking platform come along, so a guest who booked there does not wait longer than a guest who booked directly.
- The front desk mailbox stays the place your team works in. The draft is waiting inside the message itself, not in a second screen behind another login.
Measurable
What less writing at the desk delivers.
until a draft reply is ready
of recurring questions get a draft automatically
less writing at the front desk each week
Indicative figures, different for every house
What stays manual
Sending stays a human act.
Every message to a guest passes a member of staff before it goes out, even when the system has already written it well. A human check on outgoing communication is our standard, not a setting that can be switched off. A complaint, a claim or a guest who had an unpleasant experience goes to your team first, with no draft at all: a person should write that first sentence. Only when you decide to let a category go, and the law allows it, does that line move.
The first four weeks
From first call to the first message that goes out.
An indication of the pace. How fast it goes depends on how much your front desk wants to read along before it trusts the drafts.
Week 1
We read your existing messages and list the questions that come back every week. The tone of the house goes on paper, in your own words.
Week 2
The first kind of message goes live, usually the confirmation and the message before arrival. They occur most often and carry the least risk.
Week 3
Your front desk approves and corrects every draft. Each correction goes back into the system, so this is the week the tone starts to land.
Week 4
If it works, the next kind of message is added. If it does not, you hear that from us before you notice it yourself.
The limit
Where this stops.
A system that does not know your guest writes nothing memorable. What it can carry are the questions that return: confirming, informing, following up. A guest who calls because something went wrong gets a person, and that stays. And the first weeks cost your team time rather than saving it, because someone has to read every draft before there is trust. If those weeks are not there, it is better to start later.
Every message goes past your team and your guest data is never used to train a model.
How we handle your dataA conversation
Curious what this would deliver for your house?
We go through your operation and work out what each process costs you today. Your PMS, OTA portals and accounting stay in place, we replace nothing without a reason. A first call puts you under no obligation.
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