AI guest communication for hotels
One AI employee for every message your guests send
Una answers your guests on WhatsApp, website chat, SMS, email, Instagram, Messenger and the OTA inboxes, in their language and at any hour. Una knows their reservation, takes the request through to a booking or a task, and hands the rest to your team with the context attached.
Most guest messages arrive when nobody is at the desk
- ≈ 1/2
- of hotel message conversations start outside weekday 9am–6pm
- Una conversation data, Aug 2024 – Oct 2026, hotels only
- ≈ 3 s
- median time for Una's complete reply on website chat; about 14 s on WhatsApp; 96% of replies within a minute
- website chat, WhatsApp and SMS, our tests removed
- 47%
- of hotel message conversations are about booking: availability, prices, changes
- Una conversation data, Aug 2024 – Oct 2026, hotels only
Guests write when it suits them: late in the evening, on weekends, from another time zone. If the answer waits until the morning shift, the booking question often waits with it.
What guests write about, and what Una does with it
- Bookings (47%). Una checks availability and rates in your systems and sends a direct booking link. The guest completes the booking from the link. More on direct bookings.
- Check-in and access (about 5%). Arrival times, late arrival, parking and self check-in instructions. More on check-in.
- The hotel (13%). Breakfast times, amenities, Wi‑Fi, house rules, what is nearby. Only about 1 in 6 conversations about the hotel itself is passed to your team. More on the AI concierge.
- Paid extras. Spa, parking, early check-in and late check-out: Una answers the question and passes the order to your team when it needs a person.
- Requests and problems. Something broken, towels, a complaint: Una creates the task for the right person or passes it to your team with the details. More on guest requests and tasks.
May I ask what time breakfast starts tomorrow?
Breakfast starts tomorrow at 8:00 and runs until 10:30.
A chatbot answers. An employee finishes the work.
A chatbot produces an answer. Una takes the request through to the result: the booking made by the guest through the link, the task dispatched to housekeeping, the guest told what happens next, with a record of what happened. There is no agent to build or configure: trained on hospitality operations, Una answers on your website within minutes of subscribing. Connecting your PMS usually takes 5 minutes, and we guide you step by step. Your rules and tone are added as you go, and anything outside the authority you have set goes to a person.
Every channel, one conversation history (omnichannel guest messaging)
- Messaging apps: WhatsApp, SMS, Instagram, Messenger and Telegram. Guests text or WhatsApp the number you give them, the way they message anyone else.
- Your website: chat and voice on your own site.
- Email and the OTA inboxes of Airbnb, Booking.com and Expedia.
- Your PMS inbox, where your PMS keeps sending its scheduled welcome, pre-arrival and check-out messages; when the guest replies, Una takes over.
Guests write in English, Czech, German and other languages. Una answers in the language they use, so a guest doesn't have to switch to yours. For email and PMS inboxes, reply times also depend on how often the mailbox is checked.
When a message needs a person
Refunds, disputes, compensation and safety always go to the one person or channel you name, with the conversation, the reservation and the context attached, not a transcript dump. If your systems don't have the answer, Una says so and escalates instead of guessing. Every action is logged with the sentence that caused it, so a wrong answer is traced in minutes and the fix becomes a rule.
We received an email asking us to resend our personal details and card number. Should we respond?
Please never reply to emails asking you to resend personal details or your card number. The hotel never asks for your card number or its re-confirmation by email.
How to choose guest messaging software for a hotel
- Does it answer from your PMS, rates and house rules, or only from an FAQ?
- Can it take a booking request through to a direct booking link?
- Does it work in WhatsApp and the OTA inboxes, not only on your website?
- What exactly goes to a person, and does the person get the context?
- Can it tell when it doesn't know?
Writing your own scheduled messages? Start from our hotel guest message templates, hotel welcome letter templates and booking confirmation email templates.
How changes reach your PMS
Every change Una makes is checked by fixed rules in our software (dates, guest name, booking status, your policies), and Una confirms with the guest first. Every change is logged. Works with: Apaleo, Mews, Guesty, Cloudbeds, Clock PMS+, Hospitable, Zeevou and Profitroom. If your PMS isn't connected yet, Una still answers guests from day one and passes booking requests to your team with full context; live availability and bookings switch on once your PMS is connected.
Questions hotels ask about AI guest messaging
Look for one that answers from your own systems, works in WhatsApp and the OTA inboxes, takes bookings to a direct booking link and hands problems to a person with context. A chatbot that only answers FAQs leaves the work to your team.
Guests message your hotel's WhatsApp number. Una answers in seconds, in their language, using their reservation and your hotel information, and passes anything that needs a person to your team.
Una answers questions about bookings, rates and conditions and sends booking links. Changes and cancellations run only under your policy and after the guest confirms; anything outside your rules goes to a person.
Una does only what you allow: reservations are booked, cancelled or changed only under your own policies, and refunds, compensation and rate exceptions go to a person first. Una doesn't invent answers, and every action is logged. Guest data is handled under our Terms of Service and Privacy Policy, which you accept when you sign up.
You share access to your Meta Business account from the dashboard; we set up the WhatsApp Business API on your number, and Meta verifies your business, usually within 2–5 business days. Website chat works within minutes of subscribing, so guests can reach Una while WhatsApp is being verified.
No. Una works alongside your phone line and can also answer your hotel's phone.
The price depends on your number of rooms and your plan: calculate it. Una comes with a 14-day free trial, and you can cancel at any time. More answers on setup and contracts: AI for hotels.
Send Una a message
Talk to Una or text a question your guests ask, or book 30 minutes with the team. Overview: AI for hotels.