Hospitality Use Cases with MChatbot

MChatbot brings AI-powered automation to hotels, resorts, and hospitality businesses—helping teams boost direct bookings, improve guest experience, and streamline everyday operations across web, WhatsApp, SMS, IVR, and more.

Who Is This For?

• Hotel, resort, and property teams: GMs, revenue, front office, guest experience, operations, marketing, and sales.
• Anyone looking to automate guest journeys, reduce manual workload, or improve guest service on digital channels.

What Can You Achieve?

• Increase direct bookings by making it simple for guests to reserve rooms on any channel
• Drive extra revenue from room upgrades, spa, dining, late checkout, and more
• Reduce front-desk and call volume with automated responses and service requests
• Improve guest satisfaction with faster replies and tailored recommendations
• Collect more 5-star reviews and actionable guest feedback

Platform Components

• Template Agent: Conversational AI with knowledge of your hotel’s tone, amenities, policies, and guest flows
• Node Libraries: Plug-in modules for PMS and booking engines, POS/restaurant, loyalty, payment, and more
• Bot: Delivers conversations on channels like Web Chat, WhatsApp, IVR/voice, SMS, and others
• Workflow Automation: Triggers notifications, updates PMS/CRM, schedules reminders, creates tickets, surveys, and logs feedback

Common Node Types

Agent Nodes

• Knowledge Base Connector (amenities, policies, FAQs)
• PMS/Booking Engine API Tool (rates, availability, reservations)
• POS/Restaurant API Tool (menus, table booking)
• Loyalty/CRM Connector (offers, guest lookup)
• Upsell Recommender (room upgrades, add-ons)
• Memory Store (guest preferences)
• Guardrail Policy (ensure policy compliance, handle escalation)
• Human Handoff (concierge/live agent)

Channel Nodes

• Web Chat, WhatsApp, SMS, IVR/Voice, and Instagram/FB Messenger
• (Optional for staff) Slack/MS Teams for internal ops and back-office

Workflow Nodes

• Triggers: Email/SMS/WhatsApp notifications, webhooks
• Connectors: PMS, POS, payment capture, survey/feedback, housekeeping/maintenance ticketing, scheduling for reminders, audit log

Example Use Cases & Sample Flows

Below are real-world scenarios showing how hospitality teams and guests use MChatbot:

1. Direct Room Booking

• How it works: The guest starts on the website (“Book Now”) or scans a WhatsApp QR at the hotel.
• Flow: The chatbot collects stay dates, offers rooms/rates, suggests upgrades, completes the booking, and takes payment/guarantee securely.
• Sample Conversation
  • Guest: “Room for 2, 13–15 May.”
  • Agent: “Deluxe ₹6,800/night; Suite ₹9,900/night. Upgrade to Suite with lounge access?”
  • Guest: “Suite. Book.”
  • Agent: “Booked. Confirmation sent. See you soon!”
• Benefit: Guests can book and upgrade in one seamless chat from anywhere, any device.

2. Pre-Arrival Check-in & Upsell

• How it works: Automatic outreach 48 hours pre-arrival (via WhatsApp or email).
• Flow: The chatbot verifies guest details, offers online check-in, recommends add-ons like airport pickup or late checkout, and notifies front desk of updates.
• Sample Conversation
  • Agent: “Online check-in available. Add airport pickup at ₹1200?”
  • Guest: “Yes. Also late checkout.”
  • Agent: “Done. See you tomorrow!”
• Benefit: Earlier check-in, smoother arrival, and more add-on revenue.

3. Digital Concierge & Recommendations

• How it works: The guest asks for local recommendations or on-property info at any time.
• Flow: Bot suggests options (onsite dining, local experiences), can book restaurant tables, remembers preferences, and hands off to staff if needed.
• Sample Conversation
  • Guest: “Dinner for 2 at 8?”
  • Agent: “Italian or Indian? Italian table at Trattoria confirmed for 8 PM.”
• Benefit: Instant answers and actions right in the guest’s preferred channel.

4. Housekeeping or Maintenance Requests

• How it works: Guests request items (“extra towels”) or report issues (“AC not cooling”).
• Flow: Bot classifies the request, creates an ops ticket, notifies teams, updates guest with ETA, and follows up for feedback.
• Sample Conversation
  • Guest: “Extra towels please.”
  • Agent: “On the way in 10 minutes.”
• Benefit: Faster issue resolution and improved guest experience.

5. Event & Group Inquiries

• How it works: An event planner uses the website to request a proposal.
• Flow: Chatbot qualifies request (date, size), creates a lead in CRM, offers site visit, and hands off to sales with all details logged.
• Sample Conversation
  • Planner: “Conference for 80, next month.”
  • Agent: “Ballroom fits 120. Site visit tomorrow 4 PM?”
• Benefit: Capture more group/event leads instantly and streamline follow-up.

6. Post-Stay Review & Loyalty

• How it works: After checkout, the bot requests guest feedback, sends a review link, and issues a loyalty offer if appropriate.
• Flow: Collect CSAT/NPS rating, prompt for public review if satisfied, route alerts to manager if not, and send win-back or thank-you offers.
• Sample Conversation
  • Agent: “How was your stay?”
  • Guest: “Great!”
  • Agent: “Thank you! Would you share a quick review?”
• Benefit: Higher review scores and actionable guest feedback without extra staff time.

Tips & Best Practices

• Always verify with your PMS before confirming room types or upgrades.
• Handle all payment data securely—use payment gateway integrations, never store card data.
• Let guests opt in/out of notifications, and maintain your brand voice in all channels.
• Use analytics and feedback to continually improve the flow and guest experience.

KPIs You Can Improve

• Direct booking conversion rate
• Ancillary revenue per stay
• First response time for service requests
• Guest satisfaction (CSAT, NPS)
• Ticket resolution time and operational efficiency

Getting Started in 5 Steps

1. Set up your Hospitality Template Agent in MChatbot.
2. Add agent nodes (Knowledge base, PMS/Booking API, Upsell, Guardrail, Memory).
3. Connect your channels: web, WhatsApp, IVR/voice, SMS, etc.
4. Build workflow automation for notifications, PMS/CRM updates, payments, tickets, and surveys.
5. Launch, measure your KPIs, and iterate based on guest feedback.

Outcomes

• For Guests: Faster booking, instant access to services, smoother check-in/out, and easy support—on any channel.
• For Teams: Fewer routine calls, more direct and upsell revenue, faster ticket handling, and more positive guest reviews.

Have a hospitality automation use case not listed here? Contact us or explore more in our docs!