AI in hotel bookings: what to automate and what to leave to employees?
Artificial intelligence can speed up responses to guests and the preparation of offers. It provides the greatest benefit when the hotel clearly specifies which data the system works with and which decisions require employee approval.
In one email, a guest requests a quote for a family stay, asks about parking and wants a late check-out. The agency sends a request for twenty rooms, dinner, and a special payment deadline. Both requests require a response, but the space for automation is not the same.
It is precisely this difference that should be kept in mind when introducing AI into hotel bookings. Text preparation, availability check, and approval of commercial terms are separate tasks, for which the data sources and authorities need to be defined.
The first draft of the response can be prepared by AI
HiJiffy presented Email Copilot on October 14th, A tool that helps booking teams and reception preparing responses to emails. It uses hotel templates and a knowledge base, summarizes previous communications, and allows for translation into the languages supported by its platform.
According to the supplier's description, the employee sees the sources used in compiling the response. If information is missing, the system indicates what needs to be added and blocks the submission until the marked fields are resolved. The person reviews and sends each message.
Such an approach can be helpful for recurring questions about the facilities, arrival, and hotel policies. However, the published functionalities of this tool relate to communication. They by themselves do not confirm the ability to check the current availability or to independently make a reservation.
The discount and group conditions require a business decision
It is particularly important for hotels that cooperate with agencies, DMC’s and tour operators to distinguish between compiling a proposal and approving its terms and conditions.
AI can be entrusted with preparing draft agreements based on already approved rules. It is recommended that the employee approve exceptions: additional discounts, extension of the option, payment deferral, or free cancellation outside the agreed deadline. Such decisions depend on the business relationship and the specific reservation.
For example, with a group inquiry, the system can help compile an overview of the services requested. The price, availability, and confirmation period should be checked in the relevant hotel system before sending the offer.
Before implementation, the data needs to be prepared
To use Email Copilot, you need Aplysia 3, a connected email account, an edited knowledge base, and an active response template. This is an add-on that costs money.
This also shows where to start: with clear rules, up-to-date information, and responsibility for maintaining them. If a hotel changes the parking fee or the conditions for children's stay, that information must be updated in the sources used by the AI as well.
A practical first step is a limited test of the most common queries. In addition to the response time, the accuracy should be monitored, the number of necessary corrections, and how many inquiries end in a booking. Only then can the hotel assess whether the tool brings real savings to the team and better service to guests and partners.
