AI agents for hotels, inns and B&Bs

At a small hotel, inn or B&B the owner or innkeeper inspects rooms, hires and trains staff, sets budgets and handles the problems, and at a B&B is often the cook and bookkeeper too. Front desk agents check guests in and out, answer calls and booking enquiries and take payments. A night auditor posts room charges and taxes and balances the card settlements. Housekeepers turn rooms and report their status to the desk, maintenance fixes what guests report, and the owner usually handles wedding and event room blocks.

Requests for a late arrival, a cot or a ground-floor room come by email, phone and booking-site message, and some get lost. Shift notes go in a log book the next shift skims. The night audit prints a stack of reports, and a balance on a checked-out room slips by. Booking-site statements use their own references, so matching them by hand is slow.

An agent works from your property management system's exports and reports, using reservation numbers, never card data, and a person checks its work.

• Sends pre-arrival messages that collect arrival times and special requests, and routes each request to the right person.
• Reads the night audit and daily reports and lists only the exceptions the owner needs to see that morning.
• Writes the front desk shift handover from the shift log, so promises made on one shift reach the next.
• Matches booking-site payouts and commissions to your reservations, including cancellations and no-shows.
• Prepares the monthly lodging tax worksheet for the accountant.
• Turns guest reviews into a room-by-room fix list for housekeeping and maintenance.
• Drafts stay packages around local events for the owner to approve, and tracks group block pickup against the cutoff date.

Refunds, rate overrides and comps are the owner's or manager's decisions, and so is anything said to an upset guest. Whether a room is fit to sell is decided by a person. Lodging and occupancy taxes vary by state, county and city, so the accountant decides what is taxable and files the returns. Group block contracts, with their attrition and cutoff terms, are legal documents; the agent only tracks dates and numbers the owner entered. Under PCI DSS, card numbers and security codes stay inside the payment system and never go into an AI tool, email or sheet. Guest addresses and ID scans are left out of the agent's exports. Review replies stay with the owner, and every guest message is approved until the owner trusts the templates.