If you’ve been looking for a hotel AI chatbot, virtual concierge, or digital front desk, you’re on the right track—guests want fast answers, and staff can’t be everywhere at once.

But most chatbots stop at one thing: talking.

Una by Polydom is different. Una is an AI digital employee for hotels and vacation rentals. That means she can handle guest conversations and help execute real work across your hotel’s systems—like a team member would.

What Una does

Una helps hotels and vacation rentals by taking on the repetitive, high-volume work that normally ties up your front desk and guest services team.

1) She replies to guests across your main channels

Una can help handle guest communication through:

Website chat
WhatsApp and messaging apps
Email
Social channels
And, for many operations, phone calls as well

So guests don’t wait hours for a response—and your team doesn’t spend all day bouncing between inboxes.

2) She supports bookings and booking changes

Guests rarely just ask questions. They request changes:

“Can I extend my stay?”
“Can I change my dates?”
“Do you have anything available tonight?”

The promise of a digital employee is simple: instead of collecting details and making your staff do the work, Una is built to help complete booking workflows—and send confirmations/next steps automatically when configured.

3) She turns guest requests into tasks for your team

When a guest needs something (extra towels, maintenance help, a special request), Una can capture the details and convert it into a structured task—so it’s not lost in a chat thread.

Why this matters for hotel managers

24/7 coverage without 24/7 staffing

After-hours demand is real. In the Lee Gardens case study, a meaningful share of conversations started during unstaffed night hours, and calls were answered with no wait time during the observation window.

Fewer missed bookings and fewer missed messages

When response time improves, you capture intent while it’s hot—especially for last-minute and extended-stay guests who call multiple properties.

Less repetitive workload for staff

Instead of answering the same questions and doing the same changes repeatedly, your team can focus on higher-value guest service.

Una isn’t “another tool” your team has to manage

One of Una’s core positioning points is that tools need operators. Una is the operator.

That’s the difference between:

“We installed a chatbot” and
“We hired a digital employee”

Where Una can also show up: lobby kiosk mode

If you deploy Una on a lobby kiosk or tablet, Kiosk Mode is designed to protect privacy by clearing chat history after inactivity—while still giving guests instant self-service and reducing front desk interruptions.

Bottom line

If you’re searching for a chatbot or virtual concierge, you’re really searching for relief: fewer calls, fewer repetitive messages, fewer missed booking opportunities.

Una by Polydom is built for that “next step”: an AI digital employee for hotels and vacation rentals who can communicate across channels and help execute bookings and tasks—24/7.