Hotel concierge chatbot: a front desk that never closes

The challenge

An independent hotel's front desk works in shifts: nights, early mornings and weekends stay uncovered, exactly when international guests ask the most questions — breakfast times, early check-in, transfers, nearby restaurants. A late reply, or one in imprecise language, hurts the first impression before guests even arrive.

The property asked us for a system that would answer instantly, in every language its guests speak, without replacing the front desk but easing its load at peak times and outside opening hours.

What we built

• RAG knowledge base: the property's rules, hours, in-house services and local partnerships become a knowledge base queried in real time, updatable without rewriting the bot.
• PMS integration: the concierge reads booking status and assigned room, so it replies with specifics ("your check-in is at 3pm, breakfast in your room is already included") instead of generic answers.
• Five languages in real time: Italian, English, French, German and Spanish, with the same tone across all of them, calibrated to the property's style.
• Routing to staff: requests that need a physical action or a human decision are automatically routed to the right department, with the conversation's context already gathered.

We start with a free pre-analysis

Before writing a line of code, we ran — at no cost to the hotel — a pre-analysis of real questions guests had asked over the previous twelve months: that is how we defined the project's feasibility and scope. As with every aimybusiness project, this initial phase is always free. The prototype and PMS integration were then built as a paid phase, priced according to the complexity of integrating with the property management system and booking channels.

The result

The concierge replies within seconds at any hour, handles most pre and post-stay requests on its own, and routes to the front desk only the cases that need a human decision. The benefit is most visible at night and on weekends, when requests used to go unanswered until the next shift.

Who we'd recommend it to

• Independent properties with international guests and no round-the-clock front desk.
• Anyone who wants guest requests connected to their existing PMS without switching systems.
• Teams who want to measure impact on a real prototype before investing in full integration.

Services involved: AI Agents · Academy