AI HOSPITALITY AGENT

An answer in seconds. Keep them through the whole stay.

AI agents advise on room types, check availability, help hold a room and look after guests throughout the stay — consistently across the website, Zalo, Messenger and Facebook.

Book a workshopSee a real scenario

Before booking

Advice and holding a room

During the stay

Concierge and requests

After check-out

Reviews and return visits

GIAO DIỆN MINH HOẠ

The gaps in the customer journey

Revenue is not only lost at the front desk.
It leaks away before the booking is even made.

Guests can drift off while researching, when they ask on a second channel, when they need help during the stay, or after check-out — simply because nobody answered in time.

A receptionist welcoming and helping a guest at the desk

An illustrative guest journey

01 / 04

The moment a guest needs a definite answer

Before they open an OTA tab to compare prices.

01

Bottleneck · Before booking

Guests ask thoroughly, but the answer arrives too late.

Nightly rates, room types, which way it faces, breakfast, the cancellation policy — every guest asks differently. Half a day’s delay and they have booked elsewhere.

Common signalsAsking nightly rates repeatedly · comparing room types · messaging out of hours
Last night’s inboxRoom questions · 6 unanswered messagesBacklog
Guests waitingHas read the rates, had no replyWhere it leaks
The Hospitality Agent can step in hereGive the rate and availability for the exact dates asked, explain the difference between room types, and keep the conversation going until the guest decides.
One agent · the whole journey

Alongside the guest before they book.
Support continues after check-out.

The Hospitality Agent holds the same room data, policies and guest context across all three stages — so nobody has to explain themselves again at each touchpoint.

01 · Research and advice

Turn a social-media question into a clear booking request.

The agent gives the rate and availability for the exact dates asked, then gathers enough detail for itself or reception to close.

What the agent takes on

Give nightly rates and availabilityRead from the connected booking system.
Understand the need and the budgetGuest count, dates, preferred view or location.
Gather what is needed to closeSo nothing is asked twice later.
Operational resultsA booking request with clear dates, guest count and room type — enough to move on to holding a room.
AI Booking AdvisorBefore booking · Running

Hand over to reception

Guest · Facebook“Do you have a room for two this weekend? What does a sea view cost?”
What the agent understood2 guestsThis weekendSea viewDates not fixed
Suggested from the room diary2 room types availableChecked against the diary

Ocean Deluxe

Sea view · Breakfast

2,850,000đ per night

2 rooms left

Garden Suite

Garden view · Balcony

2,400,000đ per night

5 rooms left

Ocean Deluxe has 2 rooms left for 12–15 Sep. Shall I hold one for 30 minutes while you decide?

Compare the two room types

Hold for 30 minutes

The context is kept

Guests2 adults
Dates12–15/09
PrioritySea view
Room diaryPaymentCRMGIAO DIỆN MINH HOẠ

Context is not lost when the stage changes

Requirements and datesSaved from the advisory step
Booking and paymentContinues with the same room and policy
The stay and after-stayReuses the history to look after them after check-out
Connecting the hotel’s systems

The agent does not stand outside the front desk.
The agent works with the systems you already run.

From the room diary and distribution channels to payments, on-site services and the CRM — each connection states exactly what data is read, which actions are allowed, and which steps need approval.

System layers

01 · PMS and room diary

Read the real availability. Use the real rate card.

Connected within permissions

Opera Cloud

PMS · API

Public API available

Cloudbeds

PMS · REST API

Public API available

ezCloudhotel

Local PMS

Needs technical assessment

In-house PMS

Custom API / Webhook

Needs technical assessment

Hospitality Agent

Room & Rate Agent

Read scope: the room diary
Write scope: temporary hold

Guardrails active

Check availability by dateBy room type and guest count
Read seasonal ratesThe rate card in force; it never sets its own
Hold a roomWithin the configured time limit
Apply the approved policyCancellations, date changes, surcharges

Permissions and actions

Policy: Hospitality Agent v1

ReadableRoom types, amenities, published nightly rates, availability
Approval requiredRates outside the card, cancelling bookings, surcharges outside policy
No accessNet rates with partners, group contracts, anything outside scope
09:14:26Checked availability for 12–15 Sep in the Ocean Deluxe categoryOpera Cloud API · via the Room & Rate AgentRead onlyAudit log
Every hotel runs a different system.Actual connectivity depends on the APIs, permissions, data architecture and security requirements of the systems you already run. The platform names above only illustrate the direction of an API integration.
Assess your systems
Illustrative scenario

One message at midnight.
One room-night saved.

A guest asks after reception has gone home. The Hospitality Agent answers immediately, checks the real room diary and keeps them engaged all the way to check-in.

B

Bay Leaf ResortIllustrative resort

Hypothetical scenario

“Any sea-view rooms for two this weekend? Around three million a night.”

MA

A guest who has never stayedFacebook message at 23:40
BeforeThe message waits until morning; by then the guest has booked elsewhere or gone to an OTA with commission attached.

The Hospitality Agent handling it

From an out-of-hours question to check-in

Live scenario

Answer that same nightNightly rates · room types · cancellation policy20 seconds
Check the real room diaryAgainst the PMS for the exact dates asked2 options
Hold the room and send a deposit linkWithin the limit the hotel permits1 booking
Remind and welcomeSends directions before the arrival dateAutomated
First response< 20 giâyinstead of waiting until morning
Manual work4 → 1reception only approves exceptions
StatusChecked inwith the history of the whole journey
The figures in this scenario illustrate how it operates; they are not a commitment on results. Actual performance depends on your data, processes and connected systems.
See the agent handle your own scenario
Frequently asked questions

Before you let an agent answer in place of reception.

What hotels usually want cleared up about room data, permissions, distribution channels and rollout.

Your question is not here?The InCard team will work through it around your actual systems and processes.
Talk to an expert

No. The agent handles the repetitive work and the 24/7 cover — room rates, breakfast times, familiar requests. Reception focuses on the premium experience, difficult cases and decisions that need a person.

The agent covers the shift — reception keeps the decisions.

Next step

Start with one specific guest scenario.
You do not have to replace the whole system.

A workshop to review your guest journey, pick the priority scenario and work out what data to prepare before integration is discussed.

Three inputs to get started

Your room-diary systemThe PMS, or wherever you manage rooms and rates
Distribution channels and OTAsWebsite, Zalo, Messenger and the channel manager you use
Priority use caseThe lost-booking scenario you want to tackle first
The workshop does not require connecting to live systems. Integration scope is agreed only after reviewing the APIs and permissions.