A WhatsApp AI agent for your hotel: what it does and where it stops

Start with what customers ask. Guests ask about availability and rates for their dates, early check-in, airport transfers, directions, and what is included in the room. An agent answers all of that from your own information. Then give it the work hotels repeat every day:

1. Inquiry → direct booking offer (saves guest money) — Bot shows direct rate (lower than OTA) and books with payment on arrival option.
2. Pre-arrival personalisation on WhatsApp — Day before arrival: special requests, room preference, local tips, and check-in time confirmation.
3. Post-checkout rebooking offer — Two hours after checkout, a personalised thank-you with a direct-booking offer for the next stay.
4. 6-month return offer for past guests — 6 months after stay, personalised WhatsApp with "We miss you" direct booking offer.

The agent runs these on WhatsApp in the customer's language, day and night, and writes what it did back to the contact record so staff see the full history.

1. Rooms and rate plans — types, occupancy, what each rate includes, cancellation terms.
2. Facilities — restaurant, pool, gym, spa, parking, with hours.
3. Policies — check-in and out times, ID, children, pets, smoking, extra beds.
4. Transport — airport and station distances, transfer prices.
5. Local guide — nearby sights, restaurants, pharmacies, hospitals, written by your staff.

An AI agent is only as accurate as what you give it. On Reputoo it answers from your knowledge base — pages crawled from your website, documents and price lists you upload, and policies you write down — rather than from general knowledge. Two rules keep it right:

• If it is not in the knowledge base, the agent says it will check and hands over, rather than guessing.
• Prices, timings and policies live in one place. Update the source and the agent's answers change with it.

It also needs to see the records your hotel already keeps — what to connect: A property management system and a channel manager; the PMS reservation is what should trigger confirmations and pre-arrival messages.

"Two rooms for four adults and a child, 20th to 23rd, with breakfast, and we land at 6 am" contains dates, rooms, occupancy, rate plan and a transfer. The agent reads all of it, checks availability, quotes the total, offers early check-in or the transfer, and sends a deposit link. It asks only for what is missing.

Guests write "it's freezing in here", "can someone bring the baby cot we asked for" or "the TV remote isn't working". The agent turns each into a request for the right department with the room number, acknowledges with a time, and follows up to check it was done. Anything suggesting a safety or medical issue goes to the duty manager at once.

These are the moments customers remember, and they are worth a human:

• OTA commissions eat 15-25% of every booking.
• Guests rebook through an OTA, not with you. The guest loved the stay. Next trip they book the same room through an OTA because you never gave them a direct way back.
• Return guests book via OTA again.

The agent can open each of these conversations and collect the details; a person should close anything involving a complaint, an exception to policy, or money that has not been agreed. Handover goes to the shared inbox with the full conversation attached.

The same agent that answers on WhatsApp can answer your hotel's phone line as Vajra, Reputoo's voice agent, so a customer who calls gets the same answers as one who messages. It speaks 36 languages and switches to the caller's.

Guests ask where to eat, what to see, how to get to a market. The agent answers from the local guide your staff wrote — never inventing places — and can offer to book the hotel's own restaurant or a cab. A good local guide in the knowledge base is one of the most valued things a hotel agent does.

The agent sends deposit and checkout payment links, confirms payments, and sends invoices with company details for business guests. Disputes about charges go to the front office manager with the folio. It never asks for card numbers, PINs or OTPs.

The agent never confirms whether a named person is staying at the hotel, never gives out room numbers, and never shares one guest's details with another. A caller or messager asking "which room is my friend in?" is offered to leave a message. Put this rule in its instructions plainly — it is a guest-safety rule as much as a privacy one.

The agent replies in the guest's language across 36 languages. Tell it the hotel's tone — warm resort or crisp business hotel — and read a day of conversations as a guest would.

1. Load rooms, rates, facilities, policies and the local guide.
2. Run the agent overnight first, with the night manager reviewing.
3. Add missing answers daily.
4. Move to all-day once handovers are about judgement, not missing information.

Before arrival, guests ask about early check-in, cots, dietary needs at breakfast, parking for a large car, and how to get from the airport. The agent answers from the knowledge base, records requests on the reservation so the teams see them, and books transfers and early check-in with a payment link where they carry a charge.

The agent can change dates, add a night or cancel within the rate plan's rules, explain any charge, and confirm in writing. Changes outside the rules — a non-refundable rate the guest wants refunded — go to reservations with the booking and the guest's reason. It never waives charges on its own.

During the stay the agent books tables, treatments and tours, charges them to the room, and sends reminders. It knows opening hours and capacity from the knowledge base and bookings, and offers alternatives when something is full.

At night the agent handles routine questions and requests and routes anything urgent — safety, medical, security, a guest locked out — to the night manager immediately with the room number. It tells the guest someone is on the way. Write the urgent words into its instructions in every language you serve.

A month of conversations shows what guests ask before arrival, which requests take longest, which facilities they cannot find information about, and why they hesitate to book direct. Those are fixes to the website, the room information and the direct-booking offer, taken from what guests actually said.

Guests with mobility needs, travelling with infants, or with dietary requirements ask detailed questions before booking. The agent answers from accurate facility information — step-free access, lift, accessible bathroom, cot availability, breakfast options — and records requests on the reservation. What it cannot confirm, it marks "on request" and passes to reservations rather than promising.

For events the agent explains the venues, capacities and packages in general, collects the dates, guest count, rooms needed and budget, and hands to the sales team with everything attached, telling the organiser when to expect a reply. Negotiation and contracts stay with sales.

A heritage property, a beach resort and an airport business hotel should not sound alike. Tell the agent the hotel's personality and what it must never do — push offers into complaints, promise upgrades, confirm what is not in the system. Read its conversations as a guest would and refine its instructions until it sounds like your best front-desk colleague.

On arrival day guests message from the road: "running late, arriving 11 pm", "can we check in at 10 am?", "where do we park?". The agent updates the reservation, confirms late arrivals so the room is held, answers early check-in by the rule, and sends parking and directions. The desk sees every update before the guest walks in.

On the last morning, the agent sends the bill for review, takes late-checkout requests by the rule and availability, books a taxi to the airport, and arranges luggage storage. Guests leave having settled everything from their room, and the desk queue at 11 am shrinks.

The agent sends deposit and bill payment links, confirms payments and sends invoices with company details where needed. Disputes go to the front office with the folio. It never asks for card numbers, PINs or OTPs, and says so if a guest offers them.