AI for Guest Communication

What you’ll explore

• Apply the warmth test to every AI-drafted guest communication, and feed AI the real guest context (history, occasion, preference, tone) that turns a generic draft into a personal one, while keeping identifying details out of public AI tools
• Draft a three-message pre-arrival sequence (confirmation, preparation, excitement) with the critical fact placed first, and write special-occasion and VIP messages that name a concrete, genuinely deliverable gesture
• Use AI to respond to in-stay requests and complaints professionally and warmly, deciding the remedy first and following name it, own it, fix it now, and recognise the situations that must be written by a person
• Create post-stay thank-you and review-request messages that open with something specific, and write review responses, positive and negative, that prove the review was read, own the failing, show the fix and keep private details offline
• Draft recovery and win-back communication, adapt one message across email, OTA, messaging and public-reply channels, and build a reusable, AI-assisted template library with marked personal slots

Who it’s for

Hotel front desk and guest relations teams Accommodation operators and short-stay property managers Tour operators and visitor experience staff