The AI Concierge answers guest questions right inside your guidebook, around the clock. A guest types "What's the Wi-Fi password?" or "The dishwasher isn't working," and gets an answer based on the content you've written.
Where answers come from
The AI Concierge only answers from what you've given it:
Guidebook articles: titles, descriptions, and keywords.
AI data source only articles: content hidden from guests and written specifically for the AI Concierge (see below).
Reservation details: when a guest opens their reservation link, the AI Concierge knows their first name, check-in and checkout dates, party size, and booking channel.
It follows the same rules as your guidebook. Articles you’ve turned off with the Active toggle aren’t used, and neither are articles this guest can’t see in their link. For example, a restricted article stays hidden until your lead time, and an article set to Hide from OTA guests stays hidden from OTA guests.
The AI Concierge reads text only. If a detail only appears in a photo, write it in the article too.
If the answer isn’t in your content, the AI Concierge tells the guest it can’t help with that and flags the conversation as out of scope, so you know what to add.
What guests see
Guests open the AI Concierge from the Concierge tab in the guidebook’s bottom bar. Standard search stays available from the search icon in the top bar.
When the AI Concierge answers, it shows up to three articles it used, so guests can tap through for the full details. Guests can also ask follow-up questions like “tell me more” or “what about parking?” without repeating themselves.
Give it more to work with: AI data source only articles
Guests ask plenty of questions that don't deserve a page in your guidebook: "Can I bring my dog?", "Where are the extra towels?", "Is there a hair dryer?" Put those answers in an AI data source only category. Guests won't see them in the guidebook, but your AI Concierge will use them.
In Guest Experience → Knowledge Base, create a new category and select AI data source only.
Add a subcategory, then add short articles. Use the question as the title and put the answer in the first sentence.
Test it in the Playground (below).
This is also the quickest fix when you spot an out-of-scope conversation: add an article that answers the question, and the AI Concierge will use it the next time a guest opens the chat, or within 10 minutes if a chat is already open. See How to create an article for details.
Set your AI tone
The AI Concierge matches the tone you choose under Settings → AI settings:
Friendly & Casual: warm and easy-going
Professional & Polite: polished, still warm
Luxury & Formal: upscale and refined
Concierge / Hospitality Pro: confident and guest-first
Neutral / Balanced: clean and informative
Test it in the Playground
Before turning the AI Concierge on for guests, test it privately:
Go to Guest Experience → AI Concierge → Playground.
Pick the property in the filter.
Click New chat session.
Ask something a guest would, like "How do I use the dishwasher?"
If the answer is wrong or thin, update the article (title, description, or keywords), or add an AI data source only article, then ask again.
The AI Concierge loads your content when the chat opens. Edits reach it immediately the next time a guest opens the chat, or within 10 minutes if a chat is already open.
Turn it on for a property or unit
Open the property from the Properties list. Under Guidebook › AI, click AI Concierge.
Turn on Turn on AI Concierge.
The AI Concierge takes the place of search in the guidebook's bottom bar. Standard search stays available through the icon in the top right corner.
You'll get the best results if you test in the Playground first and keep your content current. When something at the property changes, update the article the same day.
Review conversations and feedback
Every conversation appears under Guest Experience → AI Concierge → Guest sessions, with an indicator showing how it went:
Helpful: the guest liked the answer.
Not helpful: the guest picked a reason (Did not answer my question, Not detailed enough, or Misleading or incorrect) and may have left a comment.
✕ Out of scope: the answer wasn't in your content.
To hear about gaps right away, turn on Settings → AI settings → Email me when the AI Concierge can’t answer a guest, and you'll get an email each time.
FAQ
Do guests need an app?
No. The AI Concierge is built into the guidebook. Guests open their link and start typing.
Can I test answers before guests see them?Yes, in the Playground tab under Guest Experience → AI Concierge.
Does it replace search?
No. It gets its own Concierge tab in the bottom bar, and search stays available from the top bar.
Can it share sensitive details like door codes?
It only uses articles the guest is allowed to see in their link. A restricted article stays out of its answers until your lead time, the same as in the guidebook.
What should I do when an answer is wrong or out of scope?
Open the conversation, find the gap, and either fix the related article or add an AI data source only article with the answer. Your change applies immediately the next time the chat is opened, or within 10 minutes if a chat is already open.
Will it cost more?
Not right now. If usage patterns call for it later, we may introduce credits: your plan would include a set amount, and you could buy more separately if you ever need them.