Messaging a guest about their stay

An in-house guest can write to the front desk right from “My room” on their phone. The conversation is linked to their booking by itself: the front desk sees the room and the stay dates and replies from the booking card or from the team chat. The reply reaches the guest in the same chat.

Who: front desk staff with access to the guest chat (the “Guests” section of the team chat) and the owner who sets up the AI concierge. The location's business type must be "Hotel".

Before you start:

the location has the guest chat set up — see Team chat → Guests. Without the chat, the guest has no “Write to the front desk” button, and the front desk has no messages block in the booking;
the guest has connected their device with a stay pass — without it, “My room” is not available (see Stay pass).

How a guest writes to the front desk#

The guest opens My room. It has the Message the front desk block with the hint “The front desk will see your room and dates. The reply comes to this chat.”
They tap Write to the front desk. The guest chat opens in “call a person” mode — if an AI assistant works at the location, it hands the conversation over to staff.
The guest writes a message and waits for the reply in the same chat.

Linking the conversation to the stay#

When a guest with a connected device opens the chat, the conversation is linked to the booking of their occupied room by itself. The system takes the room from the stay pass, not from the guest's words, so a stranger's booking cannot be linked.

The conversation card stores only booking data: dates, status, room, room type and number of guests. The guest's name, phone and email are not copied to the card.

If the guest wrote through another channel (for example, from the website without a pass), the system can suggest a match by the phone or email in the booking — but only as a hint: a staff member does the linking.

Reply from the booking card#

Open the booking in the reservations calendar. The card has the Guest messages block: “Chat with the guest of this booking — replies go to the guest in the same channel.”
A linked conversation is marked Linked to this booking. Messages are signed “Guest”, “Team” or “Assistant”.
Type in Reply to the guest… and select Send.

If there is no conversation yet, the block says “No messages with this guest yet. A guest can write from “My room” — the thread will appear here.”

Linking hints. Under Possibly this guest, the block shows conversations with the same phone or email as in the booking. If it really is this guest, select Link to booking; Unlink removes a wrong link.

The block is not shown to staff without guest chat access or at a location without the guest chat.

Reply from the team chat#

The Open in inbox button in the messages block leads to the Team chat → Guests section. There, a linked conversation has a room booking card: dates, Room: … and an Open booking link. You can reply there too — the guest gets the reply in the same chat.

Confirming a purchase through the AI concierge#

If the hotel has an AI concierge, it can tell the guest the price of late check-out or a stay extra and arrange the purchase after the guest agrees.

Setup: Secretary → the AI concierge tab:

Show prices of late check-out and stay extras — the concierge may quote prices;
Sell late check-out and extras after the guest says “yes” — allows the purchase;
Charge by itself up to — the maximum amount of one purchase the concierge completes by itself. 0 — never by itself: the guest's “yes” goes to the front desk as a request and staff sells it;
Per day, at most — the daily limit of purchases made by the concierge itself (10 by default).

How it works:

The guest asks about late check-out or an extra. The concierge quotes a price — it is valid for 30 minutes.
The guest replies with a short “yes” in the next message. The server itself checks that this is consent.
Then:
- if the amount is within “Charge by itself up to”, the daily limit is not used up and the bot is running the chat, the concierge completes the purchase as the same upsell at the quoted price;
- otherwise the front desk gets a service request saying that the guest confirmed the extra at the quoted price and asking staff to complete it in the booking card → Upsells.

The concierge handles only late check-out and stay extras — not early check-in or upgrades. It can act on behalf of the room only when the conversation is linked to the guest's stay pass. How upsells work is described in Upsells.

After check-out#

At check-out the pass ends, and the concierge stops acting on behalf of the room: the conversation becomes a regular anonymous one. The guest sees “Your stay has ended. Thank you!”
The conversation stays in the team chat, and the booking card stays on it until a staff member selects “Unlink”. It is not removed at check-out by itself.

Not available yet#

Automatic linking by phone or email — only a hint; a staff member does the linking.
If the bot runs the chat, the AI may reply to the guest's first message before a staff member joins.
A voice concierge that makes purchases — text chat only.
Messages block labels in every interface language: Russian, English, Georgian and Turkish are available, other languages show English.

FAQ#

Does the front desk see which room the guest is writing from?#

Yes, if the guest writes from My room on a connected device: the conversation is linked to their booking, and the front desk sees the room and dates.

A guest wrote from the website without a pass. How do I link the conversation to the booking?#

Open the booking: in the Guest messages block, under “Possibly this guest”, you will find conversations with the same phone or email. Select “Link to booking”.

Can the AI concierge charge late check-out by itself?#

Only if you allowed purchases and set an amount in “Charge by itself up to”, the guest confirmed the price with “yes”, the daily limit is not used up and the bot is running the chat. Otherwise the purchase goes to the front desk as a request.

What does the front desk see about the guest in the conversation card?#

Dates, booking status, room, room type and number of guests. The guest's contact details are not in the card.