AI assistant for hotels

AI assistant for hotels: reservations, calls and guest requests

Palmate answers guest questions on WhatsApp, your website, social media and phone. It collects reservation details, shares prices and availability from your connected reservation system, and sends guest service requests to the responsible team.

Your hotel chooses the channels, system connections and tasks the assistant handles. When a request needs a person or approval, Palmate hands it over to your team with the conversation details.

Explore the guest journey

Explore a reservation question, phone call or service request from your hotel in a demo.

Conversations in different languages
Guest messaging and phone calls
Connections to your hotel systems
Staff handover and request tracking

Example conversation

Guest

Two adults and a child are visiting from 14 to 18 August. Which room would suit us?

Palmate

I’d be happy to help. How old is your child? We can look at room options with that in mind.

Collecting booking details

Direct bookings

Support direct reservations with the details guests need

Palmate explains your room types, stay conditions and hotel facilities. It gathers dates, guest numbers and room preferences during the conversation, rather than asking the guest to enter them in a separate form.

Collect the guest’s needs

Imagine a guest asking which room would suit two adults and a child visiting from 14 to 18 August. Palmate asks the child’s age so it can consider room options with that detail in mind.

Share current prices and availability

Price and availability information comes from your connected reservation system. During setup, you and the Palmate team agree on the supported reservation actions and the steps that lead guests to your hotel’s direct reservation process.

Pass special requests to sales

Requests for special pricing, group stays or staff approval go to your sales team with the collected details attached. How far Palmate can progress a reservation depends on the system connection and the permissions you grant.

Messaging and phone calls

Manage guest messages and phone calls

Website and WhatsApp conversations can be managed together with Instagram, Facebook, email and other channels selected for your hotel. Conversations are matched to the guest, so staff can review earlier requests before replying.

Palmate also answers hotel questions by voice, collects the information needed for the request and starts the process you have defined.

Explore the voice assistant

Example conversationIncoming call

Hotel information → Guest needs → Relevant team

Incoming calls and transfers

The assistant answers incoming phone calls and can transfer callers to the relevant team or extension. It can work on your current number by connecting to your existing cloud phone system. Answering and routing rules are agreed during setup.

Callbacks and follow-up calls

Calls can start at a scheduled time or when a condition you define is met. Automated outbound calls use the phone channel.

WhatsApp voice calls

In a supported setup, Palmate can answer WhatsApp voice calls on your existing number once calling is enabled.

Conversation history for your team

Call recordings, written transcripts and summaries help staff continue from where a call ended. For written conversations, your team can take over with the earlier messages available.

Service throughout the stay

Route service requests during the stay

Palmate collects the details of a guest request and sends it to the team responsible for carrying it out.

Suppose a guest asks for an airport transfer tomorrow morning. Palmate asks how many people will be travelling and what time they want to leave the hotel. Once those details are complete, the request goes to the transfer team.

Example conversation

Guest

I need an airport transfer tomorrow morning.

Palmate

How many people will be travelling, and what time would you like to leave the hotel?

Sent to the transfer team once the details are complete

Rooms and housekeeping

Extra towels, cleaning and other in-room needs go to the relevant team.

Technical support

Problems are recorded with their details so your team can track the work.

Transfers and extra services

Transport, spa and restaurant requests are handled, and suitable services can be introduced based on the guest’s interests.

Guest journey automations

Plan messages across the guest journey

Automations are messages or actions that start at a planned time or when a defined condition is met. Your hotel can use them after an offer, before arrival, during a stay and after departure.

The available options depend on the data your hotel systems can supply. You and the Palmate team review the scenarios and agree on which ones to activate.

Before the reservation

Offer follow-up

Remind guests about offers awaiting an answer and offer help with their decision.

Unfinished reservations

Let guests return to the reservation step where they stopped. This requires access to reservation-step data.

Availability notifications

Tell a guest when a room becomes available again for the dates they requested.

Arrival and stay

Confirmation and stay details

Share information in a form guests can find easily.

Before arrival

Send travel information and ask whether the guest needs a transfer.

During the stay

Introduce hotel services that match the guest’s interests.

Departure and afterwards

Check-out and return transfer

Help guests plan their departure and transport.

Feedback

Ask guests about their stay.

Return invitation

Reach out at a suitable time to invite the guest back.

Active scenarios, data connections and message permissions are agreed within the project scope. Follow-up rules are also prepared to stop messages once a reservation is completed or when a guest does not want to be contacted.

You can review your hotel’s priority automations during the demo.

WhatsApp campaigns

Share offers and return invitations on WhatsApp

WhatsApp campaigns can share an early reservation offer, a seasonal package or an invitation to stay again. Replies remain in the same conversation, so guests can ask questions and reach your reservation team without switching channels.

Campaigns go to guest groups who have agreed to receive messages. You and the Palmate team plan the send time, message content and whether staff or the assistant will answer replies.

Explore WhatsApp marketing

Example campaign

Your hotel

Hi Deniz, we’d love to host you again on your next holiday. Would you like to look at our autumn stay options?

Explore stay options

Working together

Keep hotel teams informed from handover to completion

Palmate gathers the initial details. When a conversation needs a person, staff take over with the full history. Reservations, reception, guest relations and technical teams can see the request’s status.

Assign conversations to a specific employee or team.
Separate open, ongoing and completed requests.
Review guest information alongside earlier messages.
Leave exceptional decisions to the employee designated to approve them.

A service request follows the process your hotel defines:

01The request is received.
02The responsible team is assigned.
03The team completes the work.
04The request status is updated.

Explore live support and request management

Integration and setup

Connect your hotel systems and agree on permissions

Your property management system (PMS), the software used to manage hotel operations, works alongside your reservation system and guest records to provide information to Palmate. You decide which information the assistant can read, which records it can update and when it must ask staff for approval.

Choose the starting need

Start with your priority: reservation questions, phone answering or guest service requests.

Prepare the connections

Agree on the messaging and phone channels, the data needed for each task and the teams responsible for handling requests.

Test before going live

Test real hotel scenarios, including missing information, special requests and handovers to staff. Important questions and service descriptions are also tested in the languages your hotel needs.

The final setup and connection scope depends on the systems you use and the actions you select.

Explore channels and integrations

A hotel team’s experience with Palmate

Bahadır Atalay, Marketing Manager at Swandor Hotels, describes the use of Palmate for guest experience and additional services:

Setup time and cost

Setup time and cost depend on the number of channels, usage volume, system connections and automation scope. Voice usage and custom integration scope are agreed separately.

View current packages and pricing

Frequently asked questions

Can Palmate complete a hotel reservation?

How far a reservation can progress depends on your connected reservation system and the permissions you grant. Palmate collects guest needs, answers hotel questions and uses connected price and availability data to help guests reach your direct reservation step.

Can we keep our existing phone number?

Yes. Palmate can connect to your existing cloud phone system and work on your current number. Call answering, transfers and follow-up rules are agreed during setup.

Can guests call through WhatsApp?

Yes, in a supported setup with calling enabled on the number. Automated outbound calls run through the phone channel, rather than WhatsApp.

Can Palmate speak with guests in different languages?

Yes. Palmate can reply in different languages. During setup, important questions and service descriptions are tested in the languages your hotel needs.

Does every hotel get the same automations?

No. Automations depend on the scenarios you choose and the data your systems provide. For example, helping guests resume an unfinished reservation requires access to the step where they stopped.

Can an employee take over a conversation?

Yes. Staff can take over written conversations with the earlier messages available. Incoming phone calls can also be transferred to the relevant team when that routing is set up.

What determines setup time and cost?

The number of channels, usage volume, connections and automation scope are assessed together. Current packages are listed on the pricing page; voice usage and custom integrations are clarified separately.

Plan a demo around one guest journey

Choose a real reservation question, phone call or service request from your hotel. In the demo, you can see how Palmate responds, collects details and moves the request to the next step.

View packages and pricing

The call also covers the systems you use and the need you want to address first.