Help Centre

AI Concierge

Set up an AI-powered chatbot that answers guest questions instantly using your guide content.

Last reviewed: September 2026

What is the AI Concierge?

The AI Concierge is a smart chatbot built into your guest guide. When guests have questions about your property, they can ask the AI directly instead of messaging you. The AI reads your guide content and provides accurate, helpful answers with source citations.

Answers guest questions 24/7 using your guide contentNever guesses - only uses information you have providedHardcoded emergency protocol for fire, medical, and safety topicsFull conversation logs with sentiment analysis and resolution trackingTraining preview so you can test and improve before guests see it

Pro Tip

The AI Concierge is a RAG-based system (Retrieval-Augmented Generation). It retrieves relevant sections from your guide and uses them as context to generate accurate answers. It will always cite which section the information came from.

How It Works

1

Guest asks a question

A guest viewing your guide taps the AI Concierge chat icon and types their question, such as 'What is the WiFi password?' or 'Where can I park?'2

AI searches your guide content

The system searches all your enabled guide sections to find the most relevant information. It matches the question to your content using semantic understanding, not just keyword matching.3

AI generates a response with citations

Using the matched content, the AI crafts a clear, helpful response and cites exactly which section the information came from, so the guest can verify and read more.4

Safety checks applied

Every response goes through safety checks. Emergency topics (fire, medical, gas leaks) trigger a hardcoded emergency protocol with local emergency numbers. The AI never speculates or guesses.

Setting Up the AI Concierge

1

Open your property editor

Go to your Dashboard, select the property, and click Edit.2

Find the AI Concierge toggle

In the property settings panel, look for the AI Concierge section. Toggle it on to enable.3

Add detailed content to your sections

The AI can only answer questions about content in your guide. The more detailed your sections are, the better the AI will perform. Focus on common guest questions like WiFi, parking, check-in/out, house rules, and local recommendations.4

Test with the training preview

Use the training preview to ask questions as if you were a guest. This helps you identify gaps in your content before real guests use it.

Pro Tip

Start by asking the training preview the 10 most common questions your guests ask you. If the AI cannot answer any of them, add that information to the relevant section.

What Guests See

When a guest opens your guide with the AI Concierge enabled, they will see a chat icon in the bottom corner. Tapping it opens a friendly chat interface where they can type questions in natural language.

A welcoming chat interface branded to your guideNatural language input - guests can ask anything in their own wordsClear responses with citations linking back to relevant sectionsEmergency responses with local emergency numbers when neededA polite fallback when the AI does not have enough information to answer

Conversation Logs

Every conversation between guests and the AI is logged and available for you to review. This helps you understand what guests are asking and identify content gaps.

What you can see in conversation logs

Full message history - Every question and response in the conversationSentiment analysis - Automatically tagged as Positive, Neutral, or NegativeAI confidence score - How confident the AI was in each responseSource citations - Which guide sections were used to generate each answerResolution status - Whether the conversation was resolved or escalatedQuestion categories - Automatic categorisation of what guests asked about

Pro Tip

Review your conversation logs regularly. If you see the same question appearing often with low confidence, that is a sign you need to add more detail to that section of your guide.

Escalation Rules

Escalation rules determine when the AI should hand off a conversation to you (the host) instead of trying to answer itself. This ensures guests always get the help they need.

Built-in escalation triggers

Emergency topics - Fire, medical emergencies, gas leaks, and safety concerns always trigger the emergency protocol with local emergency numbersLow confidence - When the AI is not confident enough in its answer, it tells the guest to contact you directlyBooking requests - Questions about making, changing, or cancelling bookings are escalated since the AI cannot process theseNegative sentiment - If a guest seems frustrated or unhappy, the conversation can be flagged for your review

Pro Tip

You can customise escalation rules in your property settings. For example, you can set a confidence threshold - if the AI is less than 70% confident, it will suggest the guest contacts you directly.

Improving AI Accuracy

The AI Concierge is only as good as the content in your guide. Here are the best ways to improve its accuracy:

1

Write detailed, clear section content

Use simple language. Cover the most common questions in each section. For example, in your WiFi section, include the network name, password, and troubleshooting tips.2

Use the training preview regularly

Ask the same questions your guests would ask. If the AI gives a weak answer, improve the relevant section content.3

Review conversation logs

Check what real guests are asking. If you spot unanswered questions, add that information to your guide.4

Keep content up to date

If something changes (new WiFi password, new parking rules, etc.), update your guide immediately. The AI always uses the latest content.

Safety & Limitations

The AI Concierge is designed with strict safety rules to protect both you and your guests:

Never guesses or makes up information - only uses your guide contentEmergency protocol is hardcoded and cannot be overriddenCannot process bookings, payments, or account changesAlways cites sources so guests can verify informationPolitely declines questions it cannot answer and suggests contacting you

Troubleshooting

  • AI Concierge giving wrong answers → The AI only uses your guide content. Make sure the relevant section is detailed and accurate. Add more content to improve responses.
  • Guests say the AI did not help → Check the conversation logs to see what was asked. Add missing information to your guide sections, then test again with the training preview.
  • AI not responding to questions → Ensure the AI Concierge is enabled in your property settings. Check you have at least a few sections with content.
  • AI escalating too often → Review your escalation rules. If the confidence threshold is too high, the AI will escalate more frequently. Adjust to find the right balance.
  • Guests asking about things not in my guide → The AI will politely tell guests it does not have that information and suggest contacting you directly. This is by design for safety.

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