What you get
What does Concierge do for a hotel?
Concierge gives a hotel one WhatsApp number that answers guests from the hotel's own FAQ in five languages, a live inbox and escalation queue for staff, stay QR codes issued at check-in, consent-aware broadcasts, analytics, and seven reports for the group, with the same tools available through an AI assistant, where a person approves every change a guest would see.
- 5 guest languages
- No PMS needed
- No guest app
Live inbox and escalations
What happens when a guest asks for a person?
The thread is flagged and joins one queue that shows who is waiting and for how long. A person takes it, replies from the inbox straight to WhatsApp and resolves it; the thread then goes back to being a normal conversation.
- Every row shows who is waiting and for how long
- Replies go back into the guest's own WhatsApp thread
- Guest phone numbers are masked, as in •••• 0222
FAQ in five languages
Where do the answers on WhatsApp come from?
From your FAQ. One entry holds its English, Romanian, German, French and Spanish answers, and the concierge sends only Live answers, word for word as your team wrote them. Edit an entry and the next guest message uses it.
- Import and export the whole FAQ as an Excel file
- Suggestions list what guests asked in the last 30 days that had no answer
- Draft, Live or Archived, with each language switched on or off
Check-in and stay QR codes
How does the inbox know which room is asking?
The desk issues a stay QR code at check-in. The guest scans it, WhatsApp opens with your hotel selected, and the conversation is tied to the room the desk issued. Checkout ends it; a stay QR code with an expected checkout expires on its own.
- Print it, or show it on screen at the desk
- No PMS to connect and no app for the guest
- The hotel QR code in the lobby works for everyone else
Broadcasts and templates
Can we message every guest in house at once?
Yes, over WhatsApp templates approved by Meta. Information broadcasts reach guests in house with service notices; marketing broadcasts reach only guests who gave marketing consent. Opt-in, quiet hours and STOP are honoured automatically.
- Templates sit in a tab beside Broadcasts, each with its approval status
- Quiet hours hold a marketing send until 08:00 hotel time
- A guest who replied STOP gets no more marketing until they send START
Broadcast Information Broadcast Marketing Modules, sold per property
Analytics and reports
Which questions are we not answering yet?
Six tiles show the queue, traffic, how much the concierge handled on its own, the questions it could not answer, human takeovers and stay-QR use. Seven reports for the hotel group cover properties, check-ins, broadcasts, conversations, escalations, staff and FAQ.
- Filter, chart and export to Excel, PDF or CSV
- Reports e-mailed on a schedule, with saved filters
- Phone numbers stay masked in every export
Website chat
Can guests ask on our own website too?
Yes. Website Chat puts the concierge in a panel on your own site, answering from the same FAQ and landing in the same inbox as WhatsApp. Your web developer pastes one line of code; you choose the greeting, the suggested questions, the accent colour and the sites it may run on.
- It loads only after your page has finished loading
- A visitor who asks for a person raises the same escalation as on WhatsApp
- Visitors can delete their own conversation from the panel
Website Chat Module, sold per property
The Concierge assistant
What can the assistant in the dashboard do?
Ask it to read the queue, draft a reply or issue a stay QR code. It works with your rights, calls the same tools your own assistant would, one at a time, and every change a guest would see waits on an approval card.
- Same rights as you: a short-lived token issued for you, not a key of its own
- Nothing has happened until you press Approve
- Your transcript stays in your browser tab
Modules
What is included, and what is a module?
Every property gets the core. Modules are sold per property: an Admin or Manager requests one from the Modules page, we grant it, and it appears on that property.
Included with every property
- WhatsApp concierge in five languages
- Live inbox, escalations and staff replies
- Check-in with stay QR codes
- FAQ editor with Excel import and export
- Analytics and exports
- Roles, staff and property settings
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Broadcast Information
Send operational WhatsApp messages to guests in house: service notices, check-in details and announcements.
Per property
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Broadcast Marketing
Send promotional WhatsApp campaigns to guests who have given marketing consent, using templates approved by Meta.
Per property
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Assistant Access
Let staff, managers and admins connect Claude, ChatGPT or Copilot to this property's inbox, FAQ, stays and reports.
Per property
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Guest Assistant
Make this property's public information, its profile and FAQ, available to guests' AI assistants, and let a guest connect their own assistant after verifying their WhatsApp number.
Per property
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Website Chat
Answer guests on your own website from the same FAQ and inbox, with one line of code.
Per property
Where this is going
What is Concierge trying to accomplish?
We want every hotel guest to get a correct answer in their language without the hotel gambling on AI it cannot control. Today that means deterministic answers from hotel-owned content, and AI that acts only with a person's approval. Next it means AI Answers: replies in the guest's own words, drawn only from that same content and sold per property.
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Today Live
Hotel-owned answers, reachable from any assistant
Answers come only from your FAQ, on WhatsApp or through a guest's own assistant. Your team works the dashboard, or their own assistant, with an approval before anything a guest would see.
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Next Planned
AI Answers, in the guest's own words
When your FAQ has no match, AI Answers replies in the guest's own words, only from your hotel's content, on WhatsApp, in your website chat and in guests' own assistants. Sold per property and in testing. Built, not yet available.
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Later Planned
Connected to your systems
Reservations, room service and more channels such as SMS, behind the same seams that already isolate WhatsApp.
A person is always one message away. That does not change.
Book a demo or ask us anything
Tell us about your property and we will show Concierge on your own questions. We reply within one business day.