How Chatbot in Hotel Industry Can Benefit Your Business in 2023

In this article, we will show you how chatbots can benefit your hotel in 2023 and beyond. We will also share some best practices and tips for creating and using chatbots for your hotel. By the end of this article, you will have a better understanding of how chatbots can help you grow your hotel business and delight your guests.

Here are the main sections of this article:

• How Chatbot in Hotel Industry Can Increase Direct Bookings and Revenue
• How Chatbot in Hotel Industry Can Enhance Guest Experience and Satisfaction
• How Chatbot in Hotel Industry Can Reduce Costs and Improve Efficiency
• Final Thoughts and Conclusion

Let’s get started!

How Chatbot in Hotel Industry Can Increase Direct Bookings and Revenue

One of the main benefits of chatbots for hotels is that they can help you increase your direct bookings and revenue. Direct bookings are reservations made directly on your hotel website or through your own channels without any intermediaries such as online travel agencies (OTAs).

Direct bookings have many advantages for hotels, such as lower commission fees, higher profit margins, more control over pricing and inventory, and more opportunities to build customer loyalty and trust.

But how can chatbots help you increase your direct bookings and revenue?

Here are some ways:

Chatbot Can Provide Personalized and Instant Assistance

Chatbots can provide personalized and instant assistance to potential guests on your website or social media channels. They can answer their questions, offer recommendations, and guide them through the booking process. This can reduce bounce rates, increase conversion rates, and improve customer satisfaction.

Chatbot Can Upsell and Cross-Sell Your Services and Amenities

Chatbots can upsell and cross-sell your hotel services and amenities. They can suggest additional products or services that match the guests’ preferences and needs, such as room upgrades, spa treatments, restaurant reservations, or local activities. This can increase your average booking value and revenue per guest.

Chatbot in the Hotel Industry Can Boost Your Transaction Rate

Chatbots can increase your hotel’s direct bookings by using persuasive language, urgency triggers, social proof, and incentives. They can also integrate with your booking engine and payment system to provide real-time quotes and secure transactions.

Growing Your Hotel Business with Chatbots: Real-Life Success Stories

Some examples of hotels that use chatbots to increase direct bookings and revenue are:

• Le Six Hotel in Paris uses a chatbot called Velma to provide 24/7 assistance to potential guests on their website. The chatbot helps them find the best rates, offers personalized recommendations, and integrates with the booking engine. According to Angela Pepe, Head of Customer Relations at Le Six Hotel: “Between January and May 2019, between 20% and 25% of our online requests were converted into reservations using our chatbot. These were unfinished reservations that would otherwise have been lost.”

• Marriott International uses a chatbot called Marriott Rewards on Facebook Messenger to interact with their loyalty program members. The chatbot helps them book rooms at over 4,700 hotels worldwide, provides travel tips and recommendations, and rewards them with points for using the chatbot. According to Stephanie Linnartz, Global Chief Commercial Officer at Marriott International: “By giving guests a way to easily book using Facebook Messenger we are providing them with a simplified booking experience that meets their needs.”

As you can see, chatbots can be a powerful tool for increasing direct bookings and revenue for hotels. By providing personalized and instant assistance, upselling and cross-selling your services and amenities, and optimizing your chatbot for conversions, you can attract more guests to book directly with you and grow your hotel business in 2023.

Do you want to have a chatbot for your hotel industry that can make your life easier and your business better? Of course, you do. Who wouldn’t? Well, we have some good news for you.

Tiledesk has a free chatbot template for your hotel industry that can do just that. You can download the template and install it on your website in a breeze.

No complications, no headaches, no worries. Just a chatbot that makes a difference for you and your guests.

Sign up now and join the numerous of hotels that use Tiledesk to grow their business in 2023!

How Chatbot in Hotel Industry Can Enhance Guest Experience and Satisfaction

Another benefit of chatbots for hotels is that they can help you enhance your guest experience and satisfaction. Guest experience and satisfaction are crucial factors for the success of any hotel, as they influence customer loyalty, retention, and referrals. Guest experience and satisfaction are also influenced by the quality and speed of your service and communication.

But how can chatbots help you enhance your guest experience and satisfaction?

Here are some ways:

Chatbot in Hotel Industry Can Offer 24/7 Support and Communication

Chatbots can offer 24/7 support and communication to your guests before, during, and after their stay. They can answer their questions, provide them with useful information, send them reminders and confirmations, and collect their feedback. This can improve your guest satisfaction and loyalty by making them feel valued and cared for.

Chatbot Can Handle Common Guest Requests, Queries, and Feedback

Chatbots can handle common guest requests, queries, and feedback. They can assist your guests with tasks such as checking in and out, arrangement room service, booking amenities, requesting housekeeping, reporting issues, or leaving reviews. This can enhance your guest experience by making it more convenient and efficient.

Chatbot in Hotel Industry Can Be Friendly, Helpful, and Human-like.

Chatbots can be programmed to be sociable and helpful, just like human interactions. They use advanced technology to understand what your guests mean and how they feel, so they can respond in a way that makes sense to them. They can also use a friendly and conversational tone that reflects your hotel brand and personality. This can enhance your guest experience by making it more engaging and personalized.

According to a report by HubSpot1, 48% of customers prefer to interact with chatbots than virtual agents, and 71% say that they would be happy to use a bot if it meant an improved customer experience. This shows the huge potential of chatbots for enhancing guest experience and satisfaction for hotels.

The Art of Conversation: How to Design Your Hotel Chatbot with a Friendly and Conversational Tone

According to a report by Juniper Research, consumer retail spending via chatbots worldwide will reach $142 billion by 2024—up from just $2.8 billion in 2019. This shows the huge potential of chatbots for increasing direct bookings and revenue for hotels.

Some best practices for designing and optimizing your chatbot for conversions are:

• Use a friendly and conversational tone that reflects your hotel brand and personality
• Provide clear and concise answers that address the guests’ pain points and goals
• Use visuals, emojis, gifs, or videos to make your chatbot more engaging and appealing
• Use buttons, menus, or quick replies to simplify the user interface and navigation
• Test and measure your chatbot performance and user feedback to identify areas for improvement

From Room Service to Feedback: How Chatbots are Streamlining Guest Requests for Hotels

Some examples of hotels that use chatbots to enhance guest experience and satisfaction are:

• Edwardian Hotels London uses a chatbot called Edward to provide 24/7 support and communication to their guests via text message. The chatbot helps them with tasks such as checking in and out, ordering room service, booking amenities, requesting housekeeping, or leaving feedback. According to Michael Mrini, Director of Information Technology at Edwardian Hotels London: “Edward has been instrumental in increasing our guest satisfaction scores while reducing our costs.”

• Hilton Hotels uses a chatbot called Connie to provide useful information and recommendations to their guests at the front desk. The chatbot uses natural language processing and machine learning to understand the guests’ queries and respond accordingly. According to Jonathan Wilson, Vice President of Product Innovation at Hilton: “Connie is learning to interact with guests based on their specific needs using a combination of speech recognition software as well as Watson APIs.”

As you can see, chatbots can be a powerful tool for enhancing guest experience and satisfaction for hotels. By offering 24/7 support and communication, handling common guest requests, queries, and feedback, and ensuring your chatbot is friendly, helpful, and human-like, you can delight your guests and make them loyal customers.

Whether you need a chatbot for booking reservations, providing information, or handling requests, we can help you design and optimize your chatbot for conversions.

Sign up now and get started with Tiledesk today!

How Chatbot in Hotel Industry Can Reduce Costs and Improve Efficiency

Another benefit of chatbots for hotels is that they can help you reduce costs and improve efficiency. Costs and efficiency are important factors for the profitability and sustainability of any hotel, as they affect your bottom line and operational performance. Costs and efficiency are also influenced by the amount and quality of your resources and processes.
But how can chatbots help you reduce costs and improve efficiency?

Here are some ways:

Chatbots can automate repetitive and mundane tasks for your hotel staff.

They can handle tasks such as answering FAQs, booking reservations, confirming payments, sending confirmations, or updating records. This can reduce the workload of your hotel staff and free up their time for more complex or creative tasks.

Chatbots can save time, money, and resources for your hotel operations.

They can reduce the need for hiring, training, or retaining additional staff, especially during peak seasons or times. They can also reduce the errors, delays, or complaints that may arise from human mistakes or miscommunication. They can also optimize your resource allocation and utilization by providing data and insights on your guests’ preferences, behaviors, and feedback.

Chatbots can integrate with your existing systems and tools.

They can connect with your property management system (PMS), customer relationship management (CRM), revenue management system (RMS), or other software platforms that you use to manage your hotel operations. This can improve your data accuracy, consistency, and accessibility across your systems and tools.

According to a report by HospitalityNet, chatbots can help reduce customer service costs by up to 30% across every industry. This shows the huge potential of chatbots for reducing costs and improving efficiency for hotels.

Best Practices for Integrating Chatbots with Existing Systems and Tools

Some best practices for integrating your chatbot with your existing systems and tools are:

• Use APIs or webhooks to enable data exchange and communication between your chatbot and your systems and tools
• Use a cloud-based platform to host your chatbot and ensure its security, scalability, and reliability
• Use a unified dashboard to monitor and manage your chatbot performance and analytics

Maximizing Customer Satisfaction and Reducing Costs with Chatbot Technology in the Hotel Industry

Some examples of hotels that use chatbots to reduce costs and improve efficiency are:

• Radisson Blu Edwardian uses a chatbot called Edward to integrate with their PMS, CRM, RMS, and other software platforms. The chatbot helps them automate tasks such as booking reservations, confirming payments, sending confirmations, or updating records. According to Michael Mrini, Director of Information Technology at Radisson Blu Edwardian: “Edward has been instrumental in increasing our guest satisfaction scores while reducing our costs.”
• InterContinental Hotels Group (IHG) uses a chatbot called IHG Business Rewards Booker Bonus to integrate with their loyalty program system. The chatbot helps them automate tasks such as checking points balance, redeeming rewards, or booking rooms. According to Jeff Edwards, Vice President of Global Hotel and Owner Solutions at IHG: “We’re always looking for ways to improve the booking process for our customers and make their lives easier.”

Tiledesk is a platform that simplifies the creation and management of chatbots while allowing easy integration with existing systems and tools. With our user-friendly chatbot builder and customizable templates, creating and implementing a chatbot becomes hassle-free.

Tiledesk also offers a free trial and a flexible pricing plan to suit your needs and budget.

Ready to take your hotel business to the next level with chatbots? Sign up for Tiledesk today!

Sign up for Tiledesk today and get started with creating your chatbots in minutes!