Questions that lead to bookings
Answer room, property, tour and transport questions when customers are ready to decide.
SolutionsFROM THE FIRST QUESTION TO THE NEXT VISITFrom the first question
From the first question
to the end of the journey.
Answer booking questions in your customers’ language, whether you run a hotel, travel agency or tour operation. Send change and service requests to the right team with the booking details.
Guest experienceEXAMPLEBOOKING REQUEST
A holiday starts with a question.
CHECK-IN18 July
CHECK-OUT21 July
- Guest
- Deniz and family
- Room preference
- Family room
- Request
- Room information
Request received via WhatsAppPreferences recorded
HOSPITALITY BRANDS THAT WORK WITH PALMATE
TEAMS THAT WORK WITH PALMATEHear from the teams
Hear from the teams
who use it.
Tatilsepeti · Post-booking customer support
Our AI-powered post-booking chatbot has substantially improved customer satisfaction while reducing our call center’s workload and operating costs.
Borahan FilyosCRM Supervisor
Post-booking support
Link changes and service requests to the right booking. Route any required approvals to the relevant team.
Requests ready for operations
Bring dates, guest counts and service details together. Save your team from collecting missing information again.
REACH · ENGAGE · RESOLVE · UNDERSTANDOne guest’s request.
One guest’s request.
A connected operation.
Follow Deniz’s conversation as it becomes a completed task and useful insight for the business.
THE WORKFLOW OUTCOMEFrom guest information to a service request your operations team can track.
DenizStay request · Deniz and family
Illustrative scenarioWhatsApp · Before the visit
REACH
Help guests prepare before they ask.
Send booking information to guests who have opted in. Understand service needs before the visit begins.
Web chat
ENGAGE
Keep transfer details in the same record.
Guests don’t have to repeat their needs when they change channels. Booking and transport details stay together.
Guest services
RESOLVE
Make the request ready for operations.
Log the service request and send the necessary details to the right team. Clearly identify any step that needs operational approval.
FROM CONVERSATION TO BUSINESS DECISION
What information do guests need before arrival?
- The signal in the conversation
- Airport transfers, arrival times and transport with children.
- The business decision
- Add transport options to the post-booking message.
- Next steps for operations
- Review incoming requests by date and service type.
UNDERSTAND
Use service requests to prepare ahead.
See which transport and service questions arise after booking. Improve pre-arrival information around those needs.
FROM HOTELS TO TRAVEL OPERATIONSStay with your customers
Stay with your customers
before and after the booking.
Hotels & resorts
Room selection, property information, guest requests and repeat visits.
Travel agencies & OTAs
Booking information, change requests and after-sales support.
Tour operators
Tour details, meeting points and questions throughout the journey.
The scope of available actions is defined around your booking and operations systems.
WITH YOUR EXISTING SYSTEMSFrom the guest record
From the guest record
to the service request.
Get the information each conversation needs from your existing systems. Define each action using your company’s rules.
Explore the connectionsBooking systems and PMS
Match the guest to the right stay record. Retrieve booking and availability information within the agreed access scope.
CRM and guest records
Preferences and previous communication
Operations teams
Guest requests sent to the relevant department
AI-powered guest engagement
AI-powered guest engagement brings the channels where guests send messages, requests and questions into one system. Palmate’s hospitality AI assistant connects guest communication to your team’s workflows, from before booking to after the stay.
At a glance
- Answer pre-booking questions.
- Manage guest requests during the stay.
- Share consistent hotel information in different languages.
- Suggest relevant services and room options.
- Route requests to the relevant hotel team.
- Review conversations and handoffs in one workspace.
How does Palmate AI automate guest engagement?
When a guest sends a message, the system analyzes the request and replies. Team members can spend more time delivering in-person service instead of following up on recurring questions.
Hotel information, service hours and booking policies come from shared knowledge sources. Requests requiring action are handled through the capabilities of connected systems or routed to the relevant team.
From before booking to after the stay
Hotels can answer room, service and transport questions before a booking. During the stay, requests go to the relevant department; after the stay, feedback and follow-up workflows can be configured.
Multilingual support helps guests from different countries access the same hotel information. Your team takes over with conversation context when a case needs individual attention.
Guest-specific offers and additional services
Alongside automated workflows, the system can suggest offers relevant to a guest. Room upgrades, packages or hotel services can be considered against the guest’s request, available options and business rules.
The aim is to make relevant services visible within the conversation. Availability, prices and transaction approvals depend on information from connected systems.
Which businesses can use AI-powered guest engagement?
Hotels, airlines, online travel agencies, cruise companies and tour operators can adapt this approach to their service processes. Flight and baggage questions, pre-tour information and post-booking support may require different integrations.
Request a demo from the Palmate AI team to see how guest requests could be automated for your hotel or travel business.
Explore related solutions
Frequently asked questions
SEE IT IN YOUR BUSINESS
Let’s choose your first guest workflow.
Choose a common customer request. Let’s explore how Palmate would handle it using your own knowledge and systems.
- Your scenarioThe first channel, customer need and intended outcome.
- A clear starting scopeConnections, business rules and success criteria.