AI systems for hotel operations and guest communication
Handle guest queries, assist reservations and automate operational tasks by connecting AI, web, messaging and the systems your hotel already uses. Final capabilities depend on the integrations available at each property.
More than 20 developments in production across AI agents, automations and enterprise integrations.
The real challenge
The problem isn't receiving queries, it's converting them
Many hotels already receive traffic and queries. The problem is that part of those opportunities is lost before reaching the direct booking engine.
OTAs can be useful to generate demand, but when a hotel depends too much on them it loses margin, data and control over the guest relationship. A well-designed guest communication system helps push more queries toward the direct channel and the hotel's booking engine.
Capabilities
What an AI system can do for your hotel
Capabilities are configured around your operations, channels, systems, PMS, booking engine, permissions and available APIs. Not every project includes everything — scope is defined together.
Answer queries
Answers frequent questions about services, hours and policies.
Look up hotel information
Looks up hotel information when it's available in the systems.
Assist availability
Assists availability and rate questions when an integration exists.
Capture guest data
Captures guest data to start a reservation or a request.
Log requests
Logs requests and organizes them for the team.
Send confirmations
Sends confirmations and follow-up according to the defined flow.
Escalate conversations
Escalates conversations to the team when appropriate.
Automate tasks
Automates repetitive operational tasks.
Work over web or WhatsApp
Handles web, WhatsApp or other channels based on the operation.
Perfect, I'll go ahead with the booking then.
AI activeThanks, great service. I'll be waiting.
Needs humanUnified inbox with search and status filters so no query is missed.
Reservations
Four levels of reservation automation
Not every hotel reaches the same level of automation. Capability depends on the systems available and the flow the team wants to keep.
Inform
Answer policies, hours, rooms, services and frequent questions.
Check
Check availability and rates when an integration with the booking engine or PMS exists.
Assist
Guide the guest and collect the information needed to start a reservation.
Confirm
Create or confirm the reservation only when the PMS, engine or API allows it securely.
More than a chatbot
A chatbot isn't always enough
A real solution can combine an AI agent, automations, integrations, PMS, rules, data, human intervention and a control dashboard. AI is one part of the system, not the whole system.
Generic chatbot
Rigid answers, little context and no operational control over guest communication.
Solvo system
Conversation + dashboard + rules + metrics + integrations, adapted to the hotel.
Human team
Keeps control, intervenes, pauses the AI and handles sensitive cases.
CONTACT
STATUS
AI activeLast activity · today 09:34
ACTIONS
Conversation view with a control panel: activate or pause the AI, hand off to a person or close the case.
To understand how we design AI agents that combine automation, integrations and human control, see our agents page.
Commercial focus
More direct bookings, less operational dependence
The goal is for more queries to end up in the hotel's direct channel: booking engine, sales team or the flow defined by the operation.
How it works
How a guest query becomes a booking
The path from a query to a booking or hand-off, adapted to the hotel's real process.
The guest writes on web or messaging
The query arrives over web, WhatsApp or another messaging channel, like any message to the hotel.
The AI responds and checks availability
The AI responds immediately. If integrated with the booking engine or PMS, it checks availability and prices in real time.
Guidance to booking
The AI guides the guest toward the direct booking link or the flow defined by the hotel.
Hand-off to the human team
If the query is sensitive, complex or needs confirmation, the AI hands the conversation off to the human team.
Confirmation and follow-up
The team confirms the booking and the system logs the follow-up in the CRM or internal tools.
This flow is powered by custom AI agents. To see how we apply it in other contexts, check our cases or contact us.
Systems & integrations
We connect AI to the systems your hotel already uses
AI integrates into the hotel's operations — it doesn't work as an isolated chatbot.
The feasibility and depth of each integration depends on the APIs, permissions, version and infrastructure available.
AI + people
AI doesn't replace the front desk
AI can absorb repetitive queries and leave the human team the cases where it adds the most value.
AI resolves
Asks for information when needed
Checks systems when appropriate
Escalates exceptions
Front desk receives full context
Real case
HOTEL ALFA SUITES: system connected to the booking engine
Problem
Repetitive questions about availability, reservations, services and coordination, with manual handling during high-demand moments.
System built
AI customer service agent, adapted to the hotel's workflow, to assist queries, guide guests, filter requests and hand off to the team when appropriate.
Integration
Connected to the booking engine the hotel already uses.
Operational change
Faster and more consistent service, better response during high demand and greater ability to support reservations without adding operational load.
When it fits
When it makes sense
How we work
How we work with hotels
We understand how the hotel operates.
We review queries, channels and systems.
We identify what's worth solving.
We design the flow.
We integrate and test.
We go to production.
We measure and adjust when needed.
Not sure where to start? See our process diagnosis.
Security and control
Security, permissions and control
The system works with defined scope, permissions, traceability and agreed rules. It can query or log information only within the limits defined for the project. The AI can pause automatically for sensitive cases, and the team can intervene or pause conversations whenever needed.
Frequently asked questions
Frequently asked questions
What can an AI system do for hotels?
It can answer frequent questions, look up hotel information, assist availability, capture guest data, log requests, send confirmations, escalate conversations and automate operational tasks. Capabilities are configured around each hotel's operations, channels and systems.
Can it connect with the PMS?
Yes, when the PMS exposes APIs or integration mechanisms. The feasibility and depth of the integration depend on the APIs, permissions, version and infrastructure available.
Can it connect with the booking engine?
Yes. The system connects with the booking engine the hotel already uses to guide queries and hand off to the direct channel, with permissions and defined scope.
Can it check availability and rates?
It depends on the integration. If the system is connected to the hotel's booking engine or PMS, it can check availability and rates in real time. Without that integration, the AI guides the query and hands off to the human team to confirm.
Can it make reservations?
We distinguish four levels: inform, check availability, assist a reservation and confirm it. Automatic confirmation is only enabled when the PMS, engine or API allows it securely.
Does it work over WhatsApp?
Yes. It works over WhatsApp, as well as web, email and other channels, depending on how the hotel operates.
Can it hand off to the human team?
Yes. It hands off to the team based on the rules defined by the hotel when a query requires it, passing the full conversation context.
Can a conversation be taken over?
Yes. From the dashboard, the team can take over any conversation at any time.
Can the AI be paused?
Yes. The AI can be paused manually or automatically for sensitive or specific cases.
Does it replace the hotel team?
No. It assists specific processes, organizes conversations and hands off when appropriate. The team keeps control over the operation.
Do we need to change our systems?
Not necessarily. The AI integrates with the systems the hotel already uses. The depth of each integration depends on the APIs and permissions available.
What languages does it support?
It handles Spanish and English, and can be configured for other languages based on the hotel's needs.
How is data protected?
The system works with defined scope, permissions and traceability. It only queries or logs information within the limits agreed for the project, and the AI can pause for sensitive cases.
How is it implemented?
Solvo designs and implements the solution to measure, adapted to the hotel's real workflow, systems, permissions and channels. Scope and timelines are defined together.
Let's assess if it makes sense for your hotel
Tell us how you handle guest queries, reservations and requests today. We'll assess where AI and automation make sense.
Want to evaluate your case?
Request a free initial assessment and we'll get back to you to understand where to start.