AI for small hotels, B&Bs and holiday lets
You are serving breakfast, turning rooms or asleep when guests get in touch. We set up AI that answers their questions in your name, at any hour. More guests get an answer and book direct with you.
Your business
Website assistant, replies instantly
what time is check in
I can help with that. Could I take your name and email, so the team can confirm the details for you?
Sure, it’s Sam, sam@example.com
Thanks, Sam. I’ve passed this to the team, and they’ll reply first thing tomorrow.
Enquiry captured and sent to the team
The problem
Owners and small teams do everything. The phone and inbox get whatever time is left.
The busiest hours for cooking and cleaning are also when guests ring. A missed call often turns into a booking on a big booking site instead, with commission to pay.
A guest stuck on the motorway rings at 10pm to say they will be late. Another cannot find the key safe. If nobody answers, the evening starts badly for everyone.
Can we bring the dog? Is there parking? Do you have a ground floor room? If a guest cannot get an answer on your site, they book where the answer is easier to find.
Directions, check-in times, the Wi-Fi code and where to eat. Each one is quick, but together they eat into your evenings.
What we set up
Practical tools that give guests quick answers and give you back your evenings.
Automation
Fixed quote
It answers in your property's name, helps with guest questions and takes booking enquiries with dates and numbers. Urgent calls, like a guest locked out, get texted to you straight away.
Website Chatbot
Price on application
It answers from your room pages, house rules and local guide. If it does not know, it says so and takes the guest's details for you to reply.
Integrations
Fixed quote
Small properties often use systems such as eviivo, Freetobook or Little Hotelier, alongside Booking.com and Airbnb. We can connect to the system you already use, where it allows integrations (an API), and add the guest messages it does not send.
Automated Social Media
£99 a month
We plan and write a month of Facebook and Instagram posts from your photos and seasons. You approve them in one sitting, and nothing is published without your approval.
AI training
One-off
We run live remote sessions using your real guest emails and reviews. Learn to reply to reviews, write room descriptions and handle tricky requests faster. You keep the prompt library.
Day and night
Answered from your own information, by chat or by phone. Anything it cannot answer comes to you.
With it running
This is an illustration of how a week could look, not a real client.
You are cooking full breakfasts when the phone rings. A couple asks about three nights in May with their spaniel. The AI explains which rooms take dogs and takes their dates and details.
You get a text and call them back after breakfast service.
A guest rings to say the train is delayed and they will arrive after midnight. The AI logs the new time and shares your late arrival instructions as you wrote them.
You get a text, so there is no waiting up wondering.
The chatbot answers questions about parking and the nearest station for a weekend in June. The visitor books through your own site.
Guests who checked out that morning get a thank you message and a link to leave a review.
Built carefully
Guests trust you with their stay, their money and sometimes their health. The AI answers and logs, and you make the decisions.
Your questions answered
A website chatbot for a B&B or small hotel answers guest questions on the property's website when the owner is busy or off duty. It uses the details the owner provides, such as check-in times, parking, dog rules and breakfast hours, to answer common questions. It can take booking enquiries with dates and numbers, log late arrivals and alert the owner about anything urgent. If it doesn't know an answer, it says so and takes a message. Every conversation is logged, so the owner can see exactly what was said.
Read our guide: What can an AI website assistant do for a small business?
An AI chatbot can be used by a hotel or B&B under UK GDPR if the property is open about it and takes care with guest data. Chats and calls may include names, contact details, travel dates and sometimes health details such as allergies or access needs. Health details are a special category of data under UK GDPR, so collect only what you need to look after the guest and keep it safe. Name the AI tool in your privacy notice, and agree with the supplier where data is held and when it is deleted. For anything unusual, check the ICO's guidance.
Read our guide: AI and GDPR: what UK small businesses must know before using AI tools
No, a hotel or B&B should not take card details through an AI chatbot. Card data is covered by the card industry's security standard, PCI DSS, and card numbers in chat logs add risk and extra work. A safer approach is for the AI to send the guest to the property's booking page or a secure payment link from the booking system. That keeps payments in a system built for them. If a guest wants to pay by phone, the AI can take a message so the owner can call back.
Read our guide: How to add online booking or payments to your website
A website chatbot can help a small hotel overnight, but it cannot do the job of a night porter. A night porter can let guests in, deal with a problem in a room and keep the building secure. A chatbot only covers the website, answering late questions, logging late arrivals and alerting the owner when something is urgent. For a B&B or guest house where the owner lives on site, that may cut down the routine messages that arrive late. Hotels with guests arriving through the night may still need a person.
Read our guide: How much does AI automation cost for a small business?
Many hotel and B&B guests are fine using an AI chatbot when it answers quickly and solves the problem, such as giving directions or noting a late check-in. Guests are less forgiving when they feel stuck or cannot reach the owner about something that matters, such as a room problem or a special occasion. Part of the appeal of a small property is the personal touch, so the AI should hand over warmly and the owner should reply promptly. Making it easy to ask for the owner means guests still reach a person when it matters.
Read our guide: How to use AI for customer service without annoying your customers
An AI chatbot can share a hotel or B&B's written allergen information, but it should not tell a guest that food is safe for their allergy. In the UK, food businesses must be able to tell customers about the 14 major allergens in the food they serve. The safest source of that answer is the person who cooks the food. The chatbot can describe the breakfast menu, explain how the property handles special diets and note the guest's allergy for the owner, who then confirms it with the guest before arrival. This keeps a serious safety question with someone who knows the kitchen.
Read our guide: Will a chatbot make things up? How to stop AI giving customers wrong answers
Yes, a hotel, B&B or holiday let can send automated messages to guests before they arrive, usually sent by the booking system a few days ahead. A typical message gives directions, parking, check-in time, the key safe or reception details and who to call if plans change. Some booking systems already send guest messages, so check what yours does before adding anything. Where it falls short, a link to another tool can send more. For example, it can ask about food needs before a breakfast stay, or ask for a review after check-out.
Read our guide: How to connect your website, CRM and booking system so leads don't slip through
How it starts
A managed service. We build it, connect it and keep it tuned.
We learn about your rooms or cottages, your booking system and when the phone is hardest to answer.
We load your room details, house rules, check-in process, dog policy and local tips. You check the answers.
We link it to your calendar or booking system where possible, then test it with real guest calls and questions.
It starts with your most common guest questions. Every conversation is logged, and we update it as your season changes.
FAQ
Keep reading
Websites and marketing for the same businesses, related sectors, and our guides to AI in practice.
External sites open in a new tab. We link to regulators, trade bodies and primary sources only.
Next step
Tell us how enquiries reach you today. We will suggest one clear first step and give you a fixed price.
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