Guests ask the way they already ask: in your app, or on your WhatsApp number.
The concierge is one thread that starts before the guest lands and carries on after they get home. Before arrival it asks what the hotel needs to know and offers the upgrade. During the stay it answers, books and charges. After checkout it handles the invoice, the forgotten book, and the next stay.
Every answer comes from your own documents, and you see what no document answers.
The concierge answers only from what the hotel has written down: the menus, the pool and spa hours, the member terms, the transfer policy, the in-room directory. Every answer names its source. The questions no document answers are collected into a list, the hotel adds the answers, and the concierge uses them from then on.
Room service and housekeeping flow into your PMS, and the charge lands on the folio.
A request in the chat becomes a ticket for the kitchen or for housekeeping, in the systems your teams already watch. When something is booked, the charge goes to the room with the member rate applied, so the folio at checkout is already right.
Eight in ten requests never need a member of staff.
Pool hours, wifi, room service, the airport car, the hot tub, extra towels. In a sample week, 183 of 214 requests were answered and booked without anyone at the desk. Your staff keep the same headcount and spend it on the thirty-one requests that needed a person.
183 of 214 requests in the sample week. The rest went to a person with the context written out.
Next stays at sister hotels, tours and tickets, the spa, chef’s table and suite upgrades, this week.
One late-checkout request on the front desk’s queue, waiting four minutes. Everything else is already done.
Lantern & Tide is a sample brand, and the figures come from the demo.
The exceptions reach the right person, with the decision already framed.
Anything with money or policy attached, a late checkout, a disputed charge, a request the documents do not cover, goes to the right department. The person sees the guest’s question, everything that bears on it, and the choices, and decides in one tap. The guest gets the answer in the same thread.
Late checkout to 6:30pm
“Could we keep it till 6:30 so Mia can shower before the airport?”Guests plan their stay around what the hotel sells.
Ask the concierge to plan the days and it builds them from the booking and the hotel’s own catalogue: the spa, the chef’s table, the house historian’s creek tour, the aquarium behind the scenes. Things that would go wrong are set aside, like the desert at dusk in August. Every booking is credited to the concierge, including next stays at sister hotels.
In the hotel’s own name, in every language, across every property in the chain.
The guest never sees Airial. Each brand in the chain gets its own name, voice, colours and documents, and the concierge switches between them. Guests write in their own language and are answered in it, on the same WhatsApp number or in the same app.
From your content to a live concierge.
Thirty minutes with our team, and a working solution on your own website within a week.
Your documents
Menus, hours, policies, member terms, the in-room directory, the experiences you can arrange.
A working concierge
On your real documents, in your name and brand, for the desk to try out and correct.
Connected
Your WhatsApp number, your app, your PMS and point of sale, and the departments that take the exceptions.
Go live
Guests meet the concierge, and the desk watches it on the Control Center from day one.
Airial is the only travel AI that embeds in your website and creates plans using your inventory, as per your guidelines.
See it on your own documents.
Thirty minutes with our team, and a working solution on your own website within a week.