Hotel chatbots help hotels to better interact with potential guests.

These tools provide uninterrupted availability to guests who require additional assistance when making a reservation, inquiring about amenities, or creating additional requests regarding their accommodation.

The most common hotel chatbot types include rule-based chatbots and live chatbots based on artificial intelligence. Here is a comparison of the two that helps you choose the best fit for your business operations.

Rule-Based Chatbots vs. Live Chat (Conversational AI): What is the Difference?

Hotel chatbots (rule-based chatbots) are based on predefined rules of communication. They answer the already anticipated questions by recognizing keywords in them. These answers are strict in form and suitable for handling routine tasks that require consistent and specific responses.

On the other hand, live chatbots (conversational AI) are based on AI and NLP (natural language processing). They can recognize what the guest is inquiring about and learn from those interactions.

As a result, live chatbots provide personalized assistance, recommendations, and interaction analytics that improve future support. Unlike rule-based chatbots, conversational AI answers more complex questions and adjusts them to provide better service and responsiveness.

This is because conversational AI does not follow a strict set of rules, but the natural flow of conversation.

Transforming Guest Experiences in Hotels with Conversational AI

Conversational AI does not only enhance business operations but also contributes to an enjoyable stay for your guests. Namely, conversational AI can learn from the guests' queries from the very first input.

As a result, it anticipates their needs and worries to address them promptly and accurately with suitable solutions. Additionally, conversational AI bases its recommendations on this communication, predicting and suggesting accommodation options, tour spots, restaurants, and more.

Conversational AI provides a much more natural flow of conversation than other chatbots. This is because conversational chatbots aim to learn and improve themselves - rather than just provide the service and move on to the next guest and their query.

This chatbot builts on the knowledge it receives with each interaction to make it more informative and enjoyable for the guest. This is achieved through round-the-clock support and new and better suggestions each time a new chat begins.

Aside from personalization and availability, conversational AI improves operational efficiency. Hotels can easily integrate their property management systems and business intelligence tools with conversational chatbots.

As a result, they receive automatic updates on check-ins and check-outs, room availability, guest experience, maintenance, and other aspects of the hotel business that bring success and customer satisfaction. Most importantly, these results are transparent, instant, and accurate, since using conversational AI minimizes the chances of human errors in daily tasks.

This enables your staff to meet the guests’ needs with ease and efficiency that your competition often lacks.

Lastly, you should not disregard the effect of conversational AI on your finances. With the broader implementation of artificial intelligence and machine learning in business operations, you can significantly reduce costs tied to live support.

Instead, your current and future guests can benefit from the accumulated knowledge that conversational chatbots provide along with personalized recommendations based on your guests’ preferences and habits.

Hotel Chatbot Examples

Implementing various chatbot solutions into daily hotel tasks results in higher efficiency with fewer costs.

Hotel chatbots provide 24/7 support to current and prospective guests, promptly addressing their queries while personalizing recommendations for which spots to visit, food to taste, or how to get the best out of their stay in other ways.

Here are some examples of hotels that successfully implement hotel chatbots to enhance their productivity, bring in more revenue by reducing costs, and retain customer satisfaction.

Marriott International - Marriott Bonvoy App

The Marriott Bonvoy mobile app is one of the most user-friendly, appealing, and luxurious-looking apps for managing bookings. It provides an enjoyable booking experience to guests in any of Marriott’s worldwide locations.

Guests can easily set up detailed filters to specify their searches in terms of duration, room preference, cuisine, and other personal desires or needs for their stays. Family, solo, or business - Marriott’s Bonvoy app chatbot provides personalized offers for the most memorable experience during the guests’ stay at one of your hotels.

Accor Hotels - the Accorbot

The Accor Hotels app is a prime example of hotel chatbots that work directly to benefit their guests first. The Accorbot bases its service on notifying guests about upcoming discounts, special offers, and promotions for bookings.

The user-friendly interface makes it easy for guests to find Accor Hotels on their favorite destinations globally, as well as to personalize their stays with extra services, free amenities, discounts on tours, parking, and more.

The Accor Hotels chatbot looks quite simple and easy to use, which is part of its appeal. No flashy ads or complicated navigation - this hotel is straight to the point when assisting.

Four Seasons Hotels and Resorts - The Four Seasons Chat

The name of Four Seasons Hotels’ chatbot is a wordplay that emphasizes the chatbot's availability and speed in responding to queries. Whether contacted by your current or potential guests, this chatbot assists immediately and to the best of its abilities, which are quite versatile.

Additionally, there are special perks for current guests on the app. Namely, they can reach the concierge directly through the app day or night to get assistance.

Your guests do not need to leave the comfort of their Four Seasons Hotel beds and stroll down to the reception desk. Instead, they can ask chatbots for virtual assistance. Then, the hotel staff will be promptly notified which guest has a query or a request and will address it at their earliest availability.

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