Systems and technology
AI concierge
An AI concierge is a virtual assistant powered by artificial intelligence that answers hotel guests’ questions, gives recommendations and takes requests around the clock, using the hotel’s own information.
1 min read · Updated: September 28, 2026
Unlike a scripted chatbot, an AI concierge understands questions asked in the guest’s own words and in many languages. It answers from the hotel’s knowledge base (house rules, menus, price lists, FAQs, the website) and can hand over to staff when a person is needed. It does not replace the team; it takes over repetitive questions at any hour.
How it works in practice
Example: at 11 pm a guest at a hotel in Bath asks in Spanish whether they can bring their dog to breakfast and where to park in the morning. The AI concierge answers both parts from the hotel’s policies and parking information, in Spanish, without waking the night manager. In the morning, the team can see which questions guests asked most.
How technology helps
The hotelspot AI Concierge answers guests 24/7 in 34 languages, by text and voice, based on knowledge about the specific hotel. It recommends services and takes orders. Hotels upload files or links (rules, menus, spa price list, website) and the agent learns from them straight away.
Frequently asked questions
- What is the difference between an AI concierge and a chatbot?
- A chatbot follows pre-written scripts, while an AI concierge understands questions in natural language and answers from the hotel’s own information, in many languages.
- Does an AI concierge replace hotel staff?
- No. It handles repetitive questions and simple requests at any time, so staff can focus on guests who need personal help.
