AI auto-replies
AI answers the routine questions. You decide how much it does.
"What time is check-in?", "What's the Wi-Fi password?", "Where do I find the keys?". Guest in touch prepares the right answer knowing the booking, the property and the conversation, and only sends it if you want it to.
The same questions, often at the worst moment
A large share of guest messages are about just a few things: times, keys, directions, Wi-Fi, parking. Answering is easy, but they arrive at any hour and interrupt you while you're doing something else. A guest left waiting hours for a simple answer is a less satisfied guest.
Three modes, your choice
- Off: you always reply yourself, and whenever you like you press "Generate AI reply"
- Suggest: the AI writes a draft in the chat ("The AI would have replied like this") and you send it with one tap
- Auto-send: it replies on its own after a delay you choose (from 0 to 30 minutes), with a countdown and a Cancel button
Replies that know the booking
The AI doesn't improvise: it uses the booking and property data coming from your PMS (dates, number of guests, address, house rules, key pick-up, amenities) and the thread of the conversation. It writes in the guest's language, thanks to automatic translation. You can ask it to be warmer, shorter or more detailed, to apologise, to add your signature or emojis, and regenerate until you're happy with it.
If the guest hasn't written yet, the AI can prepare a welcome message tailored to their booking.
Clear safety rules
Auto-send only works on topics you allow: check-in and check-out, keys, directions, Wi-Fi, parking, amenities, online check-in, house rules, rubbish and local information. Only for confirmed bookings, within the time slots you choose and with a cap on consecutive replies.
On payments, refunds, changes and cancellations, complaints, breakdowns, special requests, prices and availability it never replies on its own: a person always answers those. And you can decide who on your team can change these settings.
Photos, voice notes and documents without text, and chats not linked to a booking, are also left to a person: under "To handle" you find the chat with the reason written down, so you know right away what to look at.
Frequently asked questions
Could the AI tell a guest something wrong?
To reduce the risk, auto-send is limited to the routine topics you choose, with a delay during which you can cancel. If you prefer full control, use "Suggest" mode and approve every reply.
Which AI does Guest in touch use?
Anthropic's Claude models, for both replies and translations.
Do AI replies cost extra?
No, they're included in the per-property price on every plan.
More features
Answer your guests better, starting tomorrow.
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