A hotel chatbot is an automated conversational assistant on the website, app or messaging channels that answers guest questions, helps with bookings and handles routine requests around the clock without staff involvement.
Modern LLM-based chatbots understand free-form questions in many languages and answer from the hotel's own knowledge base, policies, amenities, directions. They typically resolve a large share of repetitive pre-stay questions and hand the rest to staff with context.
Quality depends on grounding and escalation. A bot answering from generic knowledge invents details, so it must be restricted to verified property information, and reaching a human must always remain easy. Measuring resolved conversations and guest satisfaction keeps the bot honest.
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