What the agent handles
- Books rooms and quotes rates
- Answers amenity and pet policies
- Modifies and cancels reservations
- Takes group and wedding enquiries
- Relays guest requests to departments
Hospitality and food
AI receptionist for hotels
Takes room reservations and rate enquiries, answers amenity and policy questions, and passes guest requests to the front desk, housekeeping and maintenance.
CallerDo you have a king room with a pull-out for this Friday and Saturday?
CallerIs your pool open this weekend? And is breakfast included?
CallerWe're booking rooms for a wedding, around twenty of them. Who do I talk to?
Where calls go
Front deskReservationsGroup salesHousekeepingMaintenance
Warm transfer: When a guest calls from their room with a problem like no heat or a noisy neighbour, the agent warm-transfers to the front desk.
What it books
Room reservations and group blocks
Why hotels miss calls, and what an AI receptionist changes
At an independent hotel or small inn, the front desk agent at 3 p.m. is checking in a hockey team, programming key cards and explaining where to park the bus, while the reservations line rings behind them. At 11 at night the same desk may be one person covering the lobby, the phone and a noise complaint on the third floor. The direct booking calls, the ones with no travel-site commission attached, are the ones most likely to go unanswered.
A RealVoice AI receptionist answers the hotel phone on the first ring, at any hour. It quotes the rates and room types you give it, explains what each includes (breakfast, parking, pool and hot tub hours, pet fees, early check-in and late checkout rules), and takes reservations and changes with dates, room type, guests and arrival time. Wedding and tournament room blocks are written up with rooms per night, dates and the event, then passed to group sales.
During setup, the team connects it to your property management system, so the rooms it offers come from the same live availability your front desk sees. It never promises an upgrade, a late checkout or a particular room number. It takes no card numbers; your front desk handles the guarantee. Calls from guests already in-house, like a cold room, a TV that won't turn on or a request for extra towels, go to the front desk, housekeeping or maintenance, with a short private summary first.
Example call, start to finish
- CallerHi, do you have a king room with a pull-out for this Friday and Saturday? It's two adults and our daughter.
- AI receptionistI have a king suite with a sofa bed open both nights at the weekend rate of $219 a night plus tax. Breakfast is included and parking is free. Would you like me to reserve it?
- CallerYes, please. Oh, we'd be bringing our dog. Is that okay?
- AI receptionistDogs are welcome in our pet-friendly rooms, and that king suite on the ground floor is one of them. There's a $25-a-night pet fee, and dogs can't be left alone in the room. Does that still work?
- CallerThat's fine, she's never alone anyway. It's Hanh Nguyen.
- AI receptionistThanks, Ms. Nguyen. You're reserved Friday and Saturday in the ground-floor king suite, with your dog noted. The front desk will call you today to guarantee it with a card, and I'm texting you the confirmation now. Check-in starts at 4.
After the call: The reservation shows in the RealVoice schedule, and the front desk gets a text and email to call Ms. Nguyen for the card guarantee, with the dog noted so the pet room is prepared. She has a confirmation text with check-in time and parking details, and the call summary and recording sit in the portal for the general manager.
How it fits your day
- Check-in rush, 3 to 6
- While the desk hands out keys, reservation calls and 'what time is check-in?' questions are answered without making the lobby line wait.
- Overnight
- The night auditor isn't tied to the phone. Late arrivals get the after-hours check-in steps you've written, and new reservations are still taken.
- Weddings and tournaments
- Room block enquiries for a wedding party, a minor hockey tournament or a corporate retreat are written up with rooms, nights and dates and sent to group sales.
- In-house guests
- A guest calling about no heat or a noisy neighbour reaches the front desk with their room number already given; towel and crib requests go to housekeeping as a message.
Your software
Today it takes room reservations and changes in the RealVoice schedule in the portal, using the room types, rates and availability you keep there, saves every call and summary in the portal, and texts guests a confirmation, then a reminder with check-in details the day before they arrive. If your hotel runs Cloudbeds, Mews, Oracle OPERA, RoomKeyPMS or Maestro, the team can set up a connection to it; custom integrations are quoted separately.
What a missed call costs
A direct phone booking for two nights at a rate near $200 is about $400 of room revenue with no commission taken off the top. If that guest can't get through and books on a travel site instead, you may keep the stay but pay the commission; if they book the hotel across the highway, you get nothing. Five missed reservation calls a week at that value is over $100,000 of rooms a year. Try your own average rate and length of stay in the missed-call calculator on our homepage.
Questions hotels ask
Can it see live room availability in my PMS?
Yes. As part of setup, the team links it to your PMS, so it quotes and books against live availability and rates. If you'd rather keep a human check on every booking, it can take reservation requests for the front desk to confirm instead.
Does it take credit cards to guarantee a booking?
No. It doesn't take card numbers over the phone. It explains how your guarantee works, and the front desk follows up for the card, or the guest pays at check-in, as you decide.
Can it handle wedding and group room blocks?
It takes the enquiry: the event, dates, rooms needed each night and who's paying. Then it warm-transfers to group sales or sends the request to them by text and email. It doesn't set block rates or cut-off dates itself.
What do guests already staying with us hear?
In-house callers are asked for their room number and sent where they need to go: the front desk for a problem, housekeeping for towels or a crib, maintenance for a leaky tap. Urgent problems are warm-transferred with a short private summary.
Can it talk with guests from Quebec or overseas?
Yes. French is built in, along with many other languages, and the agent checks with the guest before it switches.
Will it upsell rooms or packages?
It mentions the packages and room types you want offered, such as a ski package or a jacuzzi suite, and quotes only the prices you've set. It never promises a complimentary upgrade.
Hear it as your own hotel's front desk
Request a free demo call and the agent will phone you, set up as a business like yours.