Hotel Concierge
Help guests find and book the right stay.
Answers guest questions using only approved property information and matches their dates, party and requirements to rooms that are actually free at current rates. It then hands the guest to a verified checkout, and a booking is confirmed only when the payment system reports success.
A real customer situation
A family asks the guesthouse’s website chat for two nights with parking and space for a young child. The owner is busy with arrivals and wants them offered only rooms that fit three people, with correct prices and policies, rather than an answer hours later.
Where the owner wants to be
Guests see which rooms suit them, get policy answers they can rely on and book directly. Questions the property has not documented go to staff, and the owner never sees a booking that was not paid.
What it handles
- Matches party size and child needs to rooms using occupancy rules
- Shows current rates and totals, including parking, from live inventory
- Suggests alternative dates when the requested dates are sold out
- Answers policy questions from approved property facts only
- Rechecks inventory at checkout and confirms only after a payment success event
What it deliberately does not do
- Never invents accessibility or facility promises — unknown details go to staff
- Never changes or discounts rates
- The demo checkout collects no card details and takes no payment
Interactive demo
Try it with sample data
No sign-up needed. Pick a scenario, change the inputs, then play the customer and the owner. The right-hand panel only shows what the workflow actually recorded.
Uses a sample room inventory, rates and property facts. The checkout is simulated: no card details are collected, no payment is taken and no real booking is made.
Choose a scenario
Two adults and a young child, two nights with parking. Choose a room and complete the sample checkout.
Fri 21 Nov is sold out for families.
Customer side · Website chat
Press “Run scenario” to start. Every message and record here comes from sample data.
Workflow and harness
How Hotel Concierge runs
Reference schematic for the proposed workflow. Blue steps do the work, purple paths handle exceptions and returns, and amber checks are the harness controls that a step cannot pass without.
Overview — business stages
Read the full flow as text
- Guest enquiry (business step)
Start a session per guest. Output: Enquiry. Leads to: Collect dates and party needs. - Collect dates and party needs (business step)
At least one adult; 1–14 nights. Output: Structured stay request. Leads to: Find eligible rooms and rates. - Find eligible rooms and rates (business step)
Occupancy rules, sold-out dates, current rates. Output: Eligible rooms with totals. Leads to: Explain policies and options; No available room. - Explain policies and options (business step)
State only approved property facts. Output: Options and answers. Leads to: Guest completes checkout; Unknown property detail. - Guest completes checkout (business step)
Recheck inventory; no card details in demo. Output: Checkout session + payment attempt. Leads to: Verify booking and confirm. - Verify booking and confirm (business step)
Write booking once per checkout. Output: Confirmed booking reference. Leads to: Checkout failed. - No available room (exception or return path)
Suggest other dates; oversized party → staff. Output: Alternative dates. Leads to: Collect dates and party needs (alternative dates). - Unknown property detail (exception or return path)
No guess, no promise; hand to staff. Output: Staff task. - Checkout failed (exception or return path)
Hold room 15 min; max 2 attempts. Output: Unconfirmed booking; retry or close. Leads to: Guest completes checkout (retry safely). - Inventory and occupancy (harness check)
Party within room limits; room free now. Output: Eligible / excluded with reason. Leads to: Find eligible rooms and rates (required check). - Approved property facts (harness check)
Must match an approved fact. Output: Answer allowed. Leads to: Explain policies and options (required check). - Payment and booking event (harness check)
Success event for this checkout; duplicates ignored. Output: Verified payment. Leads to: Verify booking and confirm (required check).
Harness controls
- Live inventory recheck at checkout and before payment
- Deterministic occupancy rules for adults, children and room type
- Current rates only; no discounts from the assistant
- No invented accessibility promises — unknown details handed to staff
- Booking confirmed only from a verified, deduplicated payment event
Systems and data
Production uses the property management system, booking engine, approved property information and payment status events. The demo uses four sample rooms, a fixed sold-out calendar, a list of approved facts and simulated payment events.
Demo boundary
External calls, customer messages, payments and business writes use synthetic fixtures and an on-screen outbox. The demo shows only verified demo state. Custom production connections are a paid implementation deliverable.
What gets delivered
The records your business receives
Booking confirmation
Room, dates, guests, parking, amount paid, payment reference and cancellation policy — sent only after the success event.
Staff question handoff
Guest question the approved facts cannot answer, such as step-free access, with a note that no promise was made.
Checkout and booking record
Checkout session with its inventory recheck, each payment attempt and the verified booking written to the property system.
Custom deployment
Configured for your business during a paid implementation. Integrations are confirmed during discovery, never assumed.
Your business rules
- Room types, occupancy limits and child policies
- Rate plans, parking allocation and minimum stays
- Approved property facts, including verified accessibility details
- Payment provider events and hold times
Systems we connect
Measurement
We measure completed business against a baseline, not messages sent. No results are promised before discovery.
Business results
- Completed direct bookings
- Net booking contribution after payment and channel costs
- Enquiries handed to staff and answered
Operational reliability
- Bookings confirmed without a payment success event (target: zero)
- Duplicate bookings from repeated payment events (target: zero)
- Rooms offered that failed the checkout recheck
Want this connected to your own booking engine?
Book a call about Hotel Concierge. We start with discovery: your current process, volumes, systems and who handles exceptions. The proposal then defines the integrations, approvals and acceptance tests before anything goes live.