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Chatbots can deliver valuable benefits to hotels of all sizes, from higher guest satisfaction scores to increased revenue. In simple terms, a chatbot is a computer program that simulates conversation with a technology called natural language processing to answer questions and resolve inquiries without the need for human interaction. In hotels, chatbots can answer questions on your website, remind guests about check-in policies, book reservations at your outlets, send invoices, and more.
Answers questions: The chatbot can respond to a wide variety of guest queries at every stage of the guest experience. Pre-stay, the chatbot can answer questions on your website before a guest has booked. When the guest is in-house, the chatbot can also answer questions about your hotel or services.
Handles requests: In addition to simply providing information, a more sophisticated chatbot can facilitate transactions for your guests. For instance, a guest who is in-house can ask the chatbot to book a restaurant reservation or request a late check-out.
Encourage direct bookings and upsells: A chatbot can also drive revenue. On your website, the chatbot can share special offers for booking direct or room upgrades on the checkout page. During a guest’s stay, the chatbot can also promote your F&B or spa outlets and ancillary services that can increase your topline revenue.
Makes guest communication more efficient. Both guests and staff can benefit greatly from implementation of a chatbot. Guests will get faster, more accurate responses to their inquiries and can easily communicate with the chatbot via their preferred channel. Employees can work more efficiently without having to respond to the same questions over and over again, freeing up time to handle escalations or proactive relationship-building.
Instant replies: Guests don’t want to wait around for answers, so your chatbot must be able to respond to inquiries instantaneously.
Multi-channel functionality: The ability to communicate with guests on all channels (your website, email, SMS, Whatsapp, Facebook Messenger, WeChat, and more) helps a chatbot add maximum value.
Multiple language support: If your hotel welcomes many international guests, then you’ll want to find a chatbot with good multilingual support. When the chatbot can speak every guest’s language, it can significantly improve the guest experience because it knocks down the language barrier that might exist with in-person communication.
Natural tone and vocabulary: Nobody enjoys communicating with a chatbot that sounds like a robot or doesn’t understand what you’re saying, so it’s essential to choose a chatbot that understands slang and idioms.
Staff dashboard: No chatbot is perfect, and you will undoubtedly need to handle some complex inquiries manually from time to time. Chatbots include a dashboard that allow you to review all tickets and follow up on the ones the chatbot wasn’t able to resolve on its own.
Integrations: Maximize a chatbot’s power by connecting it to other systems at your hotel, like your property management system, your customer relationship management system, and your Facebook and Google pages.
Chatbots typically charge a monthly fee, and the fee increases with the level of functionality and support offered. You can find a very basic, industry-agnostic chatbot for around $50 per month, but note that these chatbots usually don’t have integrations with hospitality software, like your PMS. A basic chatbot designed for hotels will run around $100 per month, and a more advanced hotel-specific chatbot will be upwards of $200 per month. There’s usually no setup or implementation fee.
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