Hotel Guest Support Chatbot | Scallar IT Solution

80+ daily phone calls for requests a chatbot could handle in seconds

The hotel's front desk received 80+ calls daily for predictable, repetitive requests: "What time is breakfast?", "Can I get extra towels?", "What's the WiFi password?", "Can you recommend a restaurant nearby?", "I want to check out early." Each call required a staff member to stop what they were doing, pick up the phone, and deliver information that rarely changed. Guest satisfaction scores showed that response delays during peak times were a top complaint.

WhatsApp-based concierge that handles the common 80% of requests instantly

We created a WhatsApp concierge accessible from a QR code in every room. When a guest messages the number, a conversational menu handles: hotel information, room service ordering, housekeeping requests, local dining recommendations, transport arrangements, and early/late checkout requests. Requests requiring physical action (towel delivery, room service) trigger notifications to the relevant hotel department with the room number pre-populated.

Workflow Built

Guest scans in-room QR code

Each room has a printed card with a QR code linking to the hotel's WhatsApp Business number with a pre-filled message including the room number. The guest's room number context is passed automatically.

Service menu presentation

The bot greets the guest by name (if known from check-in data) and presents a quick-reply menu: Room Service, Housekeeping, Hotel Info, Local Recommendations, Transport, Front Desk Request.

Automated responses for information requests

Hotel information (WiFi password, breakfast hours, pool timings, gym access, checkout time) is delivered instantly without staff involvement.

Operational requests routed to departments

Room service orders, housekeeping requests, and transport bookings are logged in a shared Google Sheet and simultaneously send a WhatsApp notification to the relevant department. Room number is included automatically.

Local recommendations with maps links

The bot offers curated local restaurant, attraction, and transport recommendations with Google Maps links. Recommendations are categorised (fine dining, casual, vegetarian, cafes, nearby attractions).

Post-checkout review request

After checkout is confirmed in the PMS, the guest receives a WhatsApp thank-you with a review request for Google and TripAdvisor.

Results

Front desk phone volume

Routine enquiries substantially reduced from automated self-service

Guest satisfaction

Response time for common requests reduced from minutes to seconds

Review collection

Systematic post-checkout review requests produced measurable increase in Google and TripAdvisor reviews

Department coordination

Operational requests now reach the relevant team faster with room number pre-populated

FAQs

Can the chatbot handle room service orders with menu items and customisation?+

Yes. We configure the bot with the full room service menu as quick-reply options. For customisation (dietary requirements, modifications), the bot collects specific instructions as text input and includes them in the order notification sent to the kitchen.

What languages can the hotel chatbot support?+

For business hotels in Bengaluru, we typically configure English and Hindi. For hotels serving international guests, additional languages can be added. Language detection can be automatic based on the guest's WhatsApp interface language.

How does the room number get passed automatically?+

The QR code in each room links to the hotel WhatsApp number with a pre-filled message that includes the room number (e.g., "Room 214 - Guest Request"). This pre-fills the context so every message from that QR scan is associated with the correct room.

Can this integrate with our existing Property Management System?+

Integration capability depends on whether your PMS has an API or webhook capability. Common PMS platforms (Opera, IDS Next, eZee) have varying API access levels. We assess integration feasibility during the initial project review.

What if a guest has a complaint that requires a manager response?+

The bot has an explicit "I want to speak to someone" option in the menu, which immediately routes the conversation to the duty manager's WhatsApp with full conversation history. Complaints cannot be resolved by automation — they require human empathy and authority.