The guest journey has never been more complex. Purpose-built AI tools like TrustYou’s AI Agents help hotels solve daily operational challenges while creating a better guest experience.
NB: This is an article from TrustYou
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By handling repetitive requests, guiding travelers with personalized recommendations, and supporting in-house staff, this technology acts as always-on assistants across the entire guest lifecycle.
Let’s break down the five key stages of the hotel customer journey and explore how AI-powered agents can make each step more engaging and more profitable.
1. Pre-Arrival: Inspiring and Converting Guests
Needless to say, the guest journey begins long before someone steps into your lobby. During pre-arrival, travelers are researching destinations, comparing hotels, and deciding where to book. Here, the stakes are high: a slow response or unclear information can send a potential guest straight to a competitor or to an OTA. To prevent this, AI-driven concierges help hotels deliver timely answers and personalized guidance, setting the tone for a smooth stay from the very start.
Let’s explore exactly how these agents make an impact in the pre-arrival stage:
- Booking support, 24/7: AI Agents engage with travelers instantly across your website, WhatsApp, SMS, or social channels. Instead of leaving questions unanswered they clarify policies, explain amenities, and guide guests through the booking process. They can recommend the best room type, suggest packages, and even cross-sell services like parking or breakfast, all in real time.
- Reducing drop-offs: Around 98% of hotel website visitors don’t convert into bookings. AI Agents reduce this number by answering questions at the very moment of hesitation. Whether it’s “Does this room have a balcony?” or “Is late checkout available?”, quick, accurate responses keep guests engaged and moving toward a confirmed reservation.
- Personalized recommendations: No two guests are alike, and these concierges ensure they don’t feel like they are. By leveraging profile data, past stays and user behavior, they deliver tailored suggestions like recommending a family suite, offering a spa package, or upselling a higher room category. This builds trust while unlocking new revenue opportunities.
- Lower acquisition costs: Every OTA booking cuts into profits with heavy commissions. By converting more inquiries directly on your channels with these tools, you’ll be reducing dependence on OTAs and improving margins.
Result: More conversions, lower costs, and a stronger first impression.
2. Arrival: Setting the Stage for a Flawless Stay
The arrival stage sets the tone for the entire trip. Unfortunately, long lines, miscommunication, or missed details can create frustration before the stay starts. Guests want efficiency and warmth from the moment they step in, or even before, with mobile pre-check-in.
Here’s how adding AI Agents to your tech stack makes a big difference at this stage:
- Instant answers during check-in: AI Agents handle common arrival queries (like Wi-Fi access, parking info, check-in times, etc.), so staff can focus on personal welcomes.
- Streamlined operations: By integrating with PMS and CRM systems, AI Agents ensure accurate room assignments, booking confirmations and add-on purchases (such as breakfast or spa access).
- Multilingual support: No matter where guests come from, these concierges break down language barriers and ensure smooth communication.
Result: Faster check-in, happier guests, and less operational strain on staff.
