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  • Home
  • MANAGEMENT
    • OTA commissions – can you cut back?

      Top 5 Questions Your Hotel Reservations Team…

      9 hotel pricing strategies you should know…

      An In-depth Guide to Hotel Revenue Management

      Upselling – The New Challenge for Hoteliers…

  • Marketing
    • Hotel marketing | 11 Tips to Kickstart…

      Hotel marketing | Local SEO cheat sheet…

      Digital Marketing: 10 Things Hoteliers Should Be…

      6 Hotel Marketing Trends to try for…

      Top Hospitality & Travel Marketing Trends You…

  • Tips & Trends
    • 9 Useful Things Hotels Should Provide to…

      How Sustainability in Hotels can help save…

      5 reasons why you need a cloud-based…

      The 2022 guide to increasing your hotel’s…

      Revenue Management – where is all of…

  • News
    • MEET THE TEAM: WIPARAT, BUSINESS DEVELOPMENT MANAGER,…

      Thoughtful Thursday: Easily Manage your Booking.com Content…

      STAAH Product Updates June

      The Big Travel Rebound Kuala Lumpur &…

      STAAH Integrates with Situ – a leading…

  • Vacation Rentals
    • 7 Tips & Tricks To Make Your…

      Facebook Marketing Tips For Your Vacation Rental…

      Why Guest Screening is important for Vacation…

      Digital marketing for hotels & vacation rentals…

      Don’t let energy bills soak up your…

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    • No more inventory glitches for Le ROI…

      How STAAH helped Escapades at Midhill in…

      Lift in direct bookings & customer satisfaction…

      Hotel Polo Towers Group Maximize Growth &…

      Crescent Spa & Resorts Saw Average Annual…

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      STAAH Webinar How to Sell More Rooms…

      BLAAH BLAAH @STAAH with Dia Mirza

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      STAAH PRODUCT MASTERCLASS – SERIES 2 REVENUE…

      BLAAH BLAAH @STAAH with Dia Mirza

      BLAAH BLAAH @STAAH with Avijit Arya and…

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      STAAH E-Guide: A-go-to-Communication Guide for Vacation Rentals

      STAAH e-Book How To Set Up Your…

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What is a chatbot and does your hotel need one?

11 December 2019
chatbot

You’re possibly thinking, a chat-what? While the term chatbot might still be a foreign term for some hotel owners, this technology is quickly gaining momentum in the hospitality and travel industries as more marketing experts begin to harness its potential.


Whilst you may not be familiar with the term, you have no doubt interacted with a chatbot one way or another. Think about Apple’s Siri, Microsoft’s Cortana, Google Assistant or Amazon’s Alexa – these are all advanced forms of chatbots. Or put simply, computer programs powered by artificial intelligence (AI) are designed to simulate conversations with human users.

So what exactly is a chatbot?

If you’re familiar with instant messaging platforms (like Facebook Messenger, Whatsapp, Viber etc) you’ll understand the basics behind a chatbot. A chatbot is essentially the next generation of this instant messaging technology that we use every day. Run using artificial intelligence, a chatbot is basically a computer answering your guests, instead of a person.

Currently, there are two types of chatbots that can be used for your business. They are ones that follow precise rules given to them. So it responds to very specific commands that you have given it. Or there is the more ‘fancy chatbot’, which has its own artificial brain (artificial intelligence). This bot gets a lot smarter on its own and learns by the conversations it has with people. It collects that information and retains it. It doesn’t need commands as such as it can understand language too (crazy right?).

What is a chatbot and does your hotel need one?

How can a chatbot help my business? Do I really need one?

First of all, having a chatbot means that your guests can get on-demand information in a natural and conversational way, 24/7 and in just one click, and the chances of losing a guest during the booking journey reduce considerably.

Hotels across the industry are using chatbots to improve customer relations by responding in real-time to messages across channels — especially in an effort to attract and appease more millennials. It’s a smart way to overcome the resource limitations that keep you from answering every inquiry immediately and stay on top in a service-based world where immediacy is key.

What is a chatbot and does your hotel need one?

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Checking in can turn into a long process, and if it does, it can start a stay off on the wrong foot. With hotel chatbots, there’s room for the process to become much easier by leaving people free to check-in digitally and just pick up the keys. This isn’t a widespread use for chatbots currently, but properties that are able to crack that code will inevitably be one step ahead.

Some other benefits are:

  • They will help independent hotels to build accurate guest profiling so that they can provide personalized offers to their guests. The hotel will be able to deliver tailor-made offers instantly and directly via chat before, during or after their stay.
  • Guests can opt-in to be notified from chatbots about the places to visit, the rates of the hotel’s cars, etc.
  • The ease of booking and proactive concierge services create brand loyalty and improve guest satisfaction.
  • Hoteliers will be able to obtain customer reviews post-stay via a chatbot. This is much less invasive compared to traditional email marketing, which is often ignored

As you can see, chatbots present many opportunities for hoteliers, from increasing customer loyalty to enhancing the guest experience. To keep your guests coming back for more, definitely consider joining the chatbot revolution – but only if your hotel is equipped and prepared for this big step.


We love hearing from you. Are you using chatbots on your hotel website? Feel free to share your experience at marketing@staah.com

What is a chatbot and does your hotel need one? was last modified: September 8th, 2021 by staah

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