AI Chatbot for Hotels: Reservations and Check-in via WhatsApp

The hotel industry faces a constant challenge: potential guests send inquiries at any time of the day, expect immediate answers and want to resolve everything from their phone. A traveler looking for accommodation at 11 p.m. is not going to wait until 8 a.m. to receive information on availability. If he doesn't get a quick response, he simply books another hotel.

An artificial intelligence chatbot for hotels, integrated with WhatsApp, completely transforms the way lodging establishments manage communication with their guests. From the first availability inquiry to the post-stay survey, a hotel chatbot automates the most frequent interactions without sacrificing the quality of service or the warmth that characterizes hospitality.

In this article we explore the main challenges hotels face in customer service, how an AI chatbot solves them and what concrete benefits it brings to the hotel operation.

The Problem: Today's Hotel Communication Challenges

Hotels, hostels, resorts and lodging establishments face a number of recurring challenges in managing inquiries and reservations that limit their ability to grow.

24-hour reservation inquiries

International and domestic travelers seek accommodations in different time zones. A family in Mexico City may be planning their vacation at 10 p.m., while a business traveler in Spain is looking for a hotel at 3 a.m. local time in the destination. If the hotel is only open during business hours, it loses a significant number of potential bookings.

Repetitive questions about availability and rates

The front desk team spends a great deal of time answering the same questions over and over again: "Do you have availability from March 15 to 18?", "What is the rate for a double room?", "Does it include breakfast?", "What time is check-in? These repetitive queries consume resources that could be used to improve the experience of guests already in the hotel.

Multilingual guests

Hotels in tourist destinations receive guests from multiple countries. Handling inquiries in English, Spanish, Portuguese, French or German requires multilingual staff or creates communication barriers that frustrate potential guests and can result in lost reservations.

Fragmented information prior to arrival

Guests need multiple pieces of information prior to arrival: check-in and check-out times, exact address, directions from the airport, cancellation policies, amenities included, and local recommendations. This information is sent via email, but many guests do not check their email as often as WhatsApp.

Management of services during the stay

Once the guest is accommodated, requests arise for room service, extra towels, information about the hotel restaurant, tour reservations or transportation. Handling these requests by phone in the room limits the convenience of the modern guest who prefers to type a quick message.

The Solution: AI Chatbot for Hotels on WhatsApp

A chatbot with artificial intelligence designed for the hotel industry solves each of these challenges in an automated way, maintaining a personalized and efficient treatment through the channel that guests already use: WhatsApp.

Check availability and rates in real time

The chatbot connected to the hotel management system can check availability in real time. When a potential guest asks "Do you have a room available from April 20-23 for 2 adults?", the chatbot queries the system, displays the available options with their rates and features, and even sends pictures of the rooms.

The guest receives complete information in seconds, regardless of the time of day, with details such as:

• Available room types (standard, superior, suite)
• Rates per night including taxes
• Services included in each category (breakfast, Wi-Fi, parking)
• Cancellation policies applicable to each rate

Chat reservation processing

Once the guest decides to book, the chatbot guides them step-by-step through the booking process directly on WhatsApp. It requests the necessary data (full name, dates, number of guests, special preferences), confirms the details and processes the reservation without the need to redirect the guest to an external website or form.

This direct booking via WhatsApp reduces friction in the purchasing process. The guest does not need to create accounts, remember passwords or navigate a website. Everything is resolved in the same conversation where they initiated their inquiry.

Confirmation and reservation details

Immediately after confirming the reservation, the chatbot sends a message with all the details:

• Confirmation number
• Dates of entry and exit
• Type of room reserved
• Itemized total fee
• Cancellation and modification policies
• Hotel contact information

The guest has all the information in his WhatsApp, accessible at any time without searching his email.

Automated pre-arrival information

One or two days before the check-in date, the chatbot automatically sends a message to the guest with relevant arrival information:

• Check-in and check-out times
• Hotel address with link to Google Maps
• Directions from the airport or bus terminal
• Transportation options (cab, hotel shuttle, public transportation)
• Documents required for registration
• Early check-in or late checkout options if available

This proactive communication significantly enhances the guest experience, who feels cared for even before arriving at the hotel.

Room service and requests during the stay

During their stay, guests can request services directly via WhatsApp:

• Order room service by consulting the available menu
• Request additional towels, pillows or amenities
• Ask for restaurant, pool or gym schedules.
• Reserve a space in the spa or request a massage
• Order laundry service
• Report any inconvenience in the room

The chatbot handles simple requests automatically and escalates to hotel staff those that require human attention, ensuring that no request is lost.

Customized local recommendations

Guests frequently ask about nearby restaurants, tourist activities, ATMs or pharmacies. The AI chatbot can provide personalized local recommendations based on the guest's preferences:

• Restaurants by cuisine and budget
• Tourist attractions with schedules and prices
• Transportation options for different destinations
• Activities according to guest profile (families, couples, business travelers)
• Local events during the dates of the stay

These recommendations raise the hotel's perception of service and can generate additional revenue if the hotel has agreements with local tour operators.

Checkout and billing reminders

On checkout day, the chatbot sends a friendly reminder with checkout time, instructions for key delivery and the option to request late checkout if available. You can also send the digital invoice directly via WhatsApp, eliminating the need to print documents.

Post-stay satisfaction survey

After checkout, the chatbot sends a short satisfaction survey via WhatsApp. Response rates in WhatsApp surveys are significantly higher than email surveys, providing the hotel with valuable feedback to continuously improve its service.

Concrete Benefits for the Hotel

Implementing an AI chatbot for WhatsApp in the hotel operation generates measurable benefits in multiple areas of the business.

Increase in direct bookings

By facilitating direct booking via WhatsApp, the hotel reduces its dependence on OTAs (Online Travel Agencies) such as Booking.com or Expedia, which charge commissions of 15% to 25% for each booking. Each booking that is closed via WhatsApp represents a direct savings in commissions.

24/7 attention without increasing personnel costs

The chatbot handles inquiries 24 hours a day, 7 days a week, without the need to hire additional night staff. This is especially valuable for small and medium-sized hotels that cannot maintain a 24-hour front desk with enough staff to handle calls and messages simultaneously.

Reduction of operating load at reception

By automating responses to frequently asked questions and handling routine requests, front desk staff can focus on providing personalized attention to guests present, resolving complex situations and improving the overall hotel experience.

Automated multilingual support

An AI chatbot can communicate in multiple languages naturally, eliminating language barriers without the need to hire staff who speak each language. The guest types in their language and receives fluent and accurate responses.

Improved online reviews and reputation

Proactive communication, quick resolution of requests and a satisfaction survey to detect problems before they become negative reviews help to improve the hotel's score on review platforms.

Guest behavior data and analytics

Each conversation generates valuable data: what type of room is most consulted, what are the most frequently asked questions, at what point potential guests abandon the booking process, what additional services generate the most interest. This information makes it possible to optimize the hotel's offer and commercial strategy.

Use Cases by Type of Establishment

Boutique and small hotels

Small hotels benefit greatly by being able to offer 24/7 service without hiring additional staff. The chatbot becomes an extension of the team, maintaining the personalized service that characterizes these establishments.

All-inclusive resorts and hotels

For resorts with multiple services, the chatbot makes it easy for guests to learn about and book activities, themed restaurants, excursions and spa services, maximizing facility usage and generating additional revenue.

Hotel chains

Chains can maintain consistency in communication and service across their properties, with a chatbot that knows the particularities of each location but maintains brand standards.

Hostels and independent accommodations

Accommodations with limited staffing budgets can compete on service level with larger establishments thanks to intelligent communication automation.

Aurora Inbox: The Platform for Hotels That Want to Grow

Aurora Inbox offers a complete AI-powered chatbot solution designed for the hospitality industry. The platform integrates with WhatsApp Business API and enables hotels to automate the entire guest communication cycle.

With Aurora Inbox, hotels can:

• Configure an AI agent trained with hotel-specific information (rooms, rates, services, policies)
• Automatically and naturally handle queries in multiple languages
• Manage direct bookings with no middleman commissions
• Send proactive pre-arrival and post-stay messages
• Escalate conversations to the human team when necessary with the full context of the conversation
• Analyze customer service and conversion metrics to optimize the operation.

The platform functions as a unified inbox where the hotel team can monitor all conversations, intervene when desired and ensure that each guest receives exceptional attention.

Frequent questions

1. Can a chatbot really process hotel reservations via WhatsApp?

Yes. An AI chatbot connected to the hotel management system can check availability in real time, display updated rates, collect guest data and confirm the reservation directly in the WhatsApp conversation. The guest receives their immediate confirmation without the need to visit a website or call on the phone.

2. How does the chatbot handle queries in different languages?

Chatbots with advanced artificial intelligence, such as Aurora Inbox, automatically detect the guest's language and respond in that same language in a natural way. They can communicate in Spanish, English, Portuguese, French, German and many other languages without the need for additional configuration for each one.

3. What if the guest needs personalized attention that the chatbot cannot solve?

The chatbot is designed to identify situations that require human intervention and escalate the conversation to the hotel team immediately. The staff receives the conversation with all the previous context, so the guest does not need to repeat their request. The chatbot handles the routine queries and the human team focuses on the situations that really require their attention.

4. Is it necessary to have a hotel management system (PMS) to use the chatbot?

It is not strictly necessary. The chatbot can work with manually uploaded information on availability, rates and services. However, integration with a PMS allows availability and rates to be updated in real time, which significantly improves the accuracy of responses and reduces manual work for the team.

5. How long does it take to implement an AI chatbot for a hotel?

With Aurora Inbox, the basic implementation can be operational in a few days. The process includes connecting the WhatsApp Business number, uploading hotel information (rooms, rates, services, policies, FAQs) and setting up conversation flows. As the chatbot interacts with guests, the artificial intelligence continuously improves its responses based on actual conversations.