How AI Concierge Works

What is AI Concierge

AI Concierge is an agent on the hotelspot platform that communicates with guests on behalf of the hotel. It operates continuously, in 34 languages, and uses the same information that the team holds in the panel: regulations, menus, price lists, and FAQs.

It does not guess. The response always comes from the hotel knowledge base and the offerings you update in G-commerce Manager.

Where does the agent get its answers

In the panel, you upload files and links: hotel regulations, room service menu, spa price list, website, questions, and answers. The agent learns immediately, and changes in the offerings are reflected across all channels without the need for a programmer.

That’s why the guest hears specifics: breakfast hours, Wi-Fi password, parking rules, massage availability. No generalities.

Text, voice, or live chat

The guest chooses the channel that suits them.

• Text version: chat in Guest App and on the Digital Pod screen. The agent responds immediately and provides ready actions, such as order or book.

• Voice messages: the guest records in their language, the agent understands speech and responds with voice and text.

• Live chat: like a phone call to the front desk, but without the queue. The agent speaks in a natural voice and reacts in a fraction of a second.

The agent operates on OpenAI and Google Gemini models. The natural voice is provided by ElevenLabs. Hotel and guest data remain within the hotelspot instance.

What the agent does for the team

• It answers questions about the hotel and the stay.

• It takes orders for room service, bar, and restaurant. The order goes to the kitchen and the panel with the room number.

• It books massages, spa treatments, rentals, and transfers.

• It creates requests for staff in hotelspot Staff, such as additional towels or maintenance issues.

• It recommends local attractions and hotel partners.

• When a matter requires a human decision, it summarises the conversation and passes it to the front desk with full context.

Where the guest interacts with it

The same agent is in the Guest App, after scanning the QR code in the room, and on the Digital Pod screens in the lobby, restaurant, or spa. The guest does not need to install anything or create an account.

Configuration in minutes

In the agent settings, you assign it a name, choose an avatar and voice, and then add knowledge sources. The guest hears, for example, 'Ania from Hotel Nickel', rather than an unnamed bot. Changes take effect immediately across all channels.

Token limit

AI Concierge is an add-on to every hotelspot package. The price includes a monthly token limit tailored to the size of the hotel. When the limit is exhausted, you can purchase a package in the panel, without changing the subscription and without interruption in service. Usage is visible in real-time.