Guides
"We Handle Corporate Rates" Is the Most Oversold Line in Hotel AI
Booking a walk-in is easy. The corporate guest is the hard half.
Tag
Voice AI
Phone calls answered by AI — what natural voice conversations sound like now, where they break, and which calls still need a human.
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AI Insights
Your PMS Has AI Now. Here's What It Still Doesn't Do
PMS-native AI is now real — Guesty Autopilot, Hospitable, Hostaway all ship inbox automation as standard. So the question has moved. It's no longer can the AI reply to a guest. It's can the AI operate across the real stack you already run. Five gaps that show up at every multi-channel STR operation past 50 units, and what to ask vendors before you sign.
Guides
The 3 AM Test: How to Evaluate Hospitality AI That Actually Works
Most hospitality AI looks impressive in a demo, but the real test happens at 3 AM, when a guest is locked out, stressed, and calling for help. This piece lays out four practical tests to separate polished chatbot demos from operational AI that can actually handle overnight guest problems.
AI Insights
100 Emails at 3 AM: What Every New Channel Teaches You About AI Deployment
Why AI agents break when you add new channels. From email reply storms to voice loops and WhatsApp bans, every channel has its own failure modes, and omnichannel AI is really multiple products, not one.
Guides
How to Choose an AI Chatbot or Virtual Concierge for Your Hotel or Vacation Rentals (and Why Una Is the Next Step)
A practical buyer’s guide to selecting an AI chatbot or virtual concierge for hotels and vacation rentals—what to look for, red flags, and why Una (AI digital employee) goes beyond chat.
Product Updates
What Is Una? The AI Digital Employee for Hotels & Vacation Rentals
Meet Una by Polydom—an AI digital employee for hotels and vacation rentals. Unlike typical “hotel chatbots,” Una doesn’t just answer questions: she operates your systems to handle guest messages 24/7, create/modify bookings in your PMS, and dispatch tasks to your team—then escalates only when human judgment is needed.
AI Insights
What 16,000 Hotel Phone Calls Taught Us About AI Voice Agents
After analyzing 15,910 hotel phone calls handled by AI voice agents, we discovered that traditional IVR systems were hiding lost guests — and costing hotels bookings. Here’s what really happens in the first three seconds of a call.
AI Insights
STR Operations Are Not Breaking Because of Big Problems — They Break Because of Small Ones That Never Stop
In 2026, STR performance is increasingly tied to operational discipline. A practical look at how teams prevent routine guest touchpoints from becoming daily chaos.
Product Updates
Why UNA Runs on GPT-5.1 — and Why That Matters for Your Property
If you operate a hotel or vacation rental business today, you already know how quickly guest expectations are changing. People want immediate answers, flawless accuracy, and service that feels personal — no matter the time zone, no matter the day, no matter the channel they choose to use. They want voice, text, WhatsApp, website chat, and phone calls handled with the same care and consistency as your best team member on their best day.
Customer Stories
How UNA Boosted Lee Gardens Extended Stay: 98% Task Automation and $81K in Direct Bookings
Property type: Extended stay hotelLocation: Orlando, Florida (US)House rules snapshot: quiet hours 10:00 PM–8:00 AMStay pattern: Weekly or monthly bookings
Product Updates
Elevate Your Hotel Booking Experience with Una’s Latest AI Innovations
In today’s fast-paced hospitality world, delivering seamless guest service and maximizing direct bookings requires cutting-edge technology. Una, your AI-powered digital receptionist and booking assistant, has been continuously evolving — now with powerful new updates designed to make your operations smarter, faster, and more guest-friendly.