AI concierge for hotels
The voice AI concierge that answers every guest, in their language.
Room service, housekeeping, restaurant and spa questions, local tips and bookings. HeyKoala picks up every call and WhatsApp, 24/7, and turns it into an order, a booking or a task for your team.
The basics
What is an AI concierge for hotels?
An AI concierge for hotels is a voice and messaging agent that handles the requests a concierge desk gets: room service, housekeeping, restaurant and spa questions, local tips, and bookings. HeyKoala answers every call and WhatsApp in the guest's language, 24/7, then completes the request or routes it to the right team.
What it handles
Everything a guest asks the concierge desk.
Guest requests
Towels, a late checkout, a broken AC. Each request becomes a tracked task for the right team and is chased until it is closed.
Service deskIn-room dining
Guests order by voice or WhatsApp. The AI suggests dishes, flags dietary needs, takes payment and pushes the order to your POS.
In-room diningBookings and availability
Extra nights, room changes and new stays are checked against live availability and written into your PMS, with confirmation on WhatsApp.
Reservations AIProperty and local questions
Pool hours, breakfast timings, the nearest pharmacy, how to reach the airport. Answered from the property information and SOPs you give it.
AI front deskUpgrades and add-ons
Before arrival and during the stay, the AI offers upgrades, spa, dining and transfers, on your rates and your rules.
Pre-arrival outreachCheck-ins on the stay
The AI asks how the stay is going and alerts a manager the moment something is wrong, so you fix it before checkout.
Guest feedbackHow it works
From “can I get” to done.
- Step 1
The guest calls or messages
Phone or WhatsApp, any hour, in Hindi, Arabic, Tamil, English or 20+ other languages. No IVR menu and no hold music.
- Step 2
The AI understands and checks
It recognises the guest and their booking, checks your PMS, menu and property information, and works out what they actually need.
- Step 3
It gets done, or goes to the right person
Orders, bookings and requests are completed or turned into tasks for housekeeping, F&B or the front desk. Edge cases go to a human with the full context.
Compared
Human desk, chatbot, or voice AI concierge?
| Human concierge only | Website chatbot | HeyKoala AI concierge | |
|---|---|---|---|
| Available | Desk hours | 24/7 | 24/7 |
| Phone calls | Yes, one at a time | No | Yes, many at once |
| When someone checks | Sometimes | Yes | |
| Languages | Whoever is on shift | Text translation | 26+ spoken and written |
| Completes the request | Yes | Mostly FAQs and links | Orders, bookings, tasks |
| Writes to PMS and POS | Manually | Rarely | Yes |
The best setup is usually both: the AI answers everything, your team handles what needs a person. Comparing vendors? See 10 hotel voice AI platforms compared.
Who it is for
Independent hotels
A concierge on every call without adding night staff. Live in about 10 minutes.
Learn moreResorts
Large properties with dining, spa and activities to sell, and guests spread across the grounds.
Learn moreChains and groups
One standard of service across every property, with SOPs and reporting per brand.
Learn more- Phone and WhatsApp on one agent
- 26+ languages, including Hindi and Arabic
- Orders into your POS, bookings into your PMS
- Every request tracked until it is closed
Frequently asked questions
AI concierge FAQs.
What is an AI concierge for hotels?
An AI concierge for hotels is a voice and messaging agent that handles the requests a concierge desk gets: room service, housekeeping, restaurant and spa questions, local tips, and bookings. HeyKoala answers every call and WhatsApp in the guest's language, 24/7, then completes the request or routes it to the right team.
Does an AI concierge replace my concierge team?
No. It takes the repetitive volume: room service orders, towels, timings, directions, simple bookings. Your team gets the requests that need a person, with the guest's details already captured, and every call is answered even when the desk is busy.
Is HeyKoala's AI concierge voice or chat?
Both. The same agent answers phone calls and WhatsApp messages, and remembers the guest across both, so a request made on a call can be confirmed on WhatsApp.
Which languages does the AI concierge speak?
26+ languages, including Hindi, Arabic, Tamil, Bengali and accented English, so guests can ask in the language they are most comfortable in.
Which PMS and POS systems does it work with?
eZee is live for PMS write-back today, with Oracle Opera and Mews on the integration roadmap. For F&B, HeyKoala connects to POS systems such as PetPooja, Restroworks and Rista. See the integrations page for the full list.
How long does it take to set up an AI concierge?
Independent hotels can start answering calls in about 10 minutes, then connect the PMS and menus. Chains typically go live on the first property in 3 to 5 weeks, and additional properties in days.
How is the AI concierge different from HeyKoala's AI front desk?
It is the same platform. The AI front desk covers reservations and first contact; the concierge covers everything a guest needs once they are booked or in-house. Most hotels run both on one number.
Give every guest a concierge who always picks up.
See the AI concierge handle your property's real questions in a 20-minute demo, or start a free trial.