Enquiry and reservation intake
Bring WhatsApp, email, social, and call enquiries into one queue. Capture dates, guests, room preference, source, language, and the next action without making staff reconstruct the request later.
Bow Chat for hospitality
Give every guest conversation the right reservation context and an accountable owner.
Bow Chat connects hotel enquiries, reservation context, pre-arrival messages, in-stay requests, calls, changes, escalations, and post-stay follow-up in one accountable guest-operations workspace.
One guest operation
Reservation
Dates, property, room, source, policy, and booking state
Conversation
WhatsApp, email, social, call, files, and promises made
Work
Owner, team, status, due time, escalation, and resolution
Evidence
Messages, notes, call records, system references, and audit
The guest lifecycle
Keep the conversation useful before, during, and after the stay.
Hospitality teams do not need another disconnected chatbot. They need enquiry, booking, service, voice, and exception work to move through the right people without losing what the guest already said.
Pre-arrival operations
Handle confirmation, payment reminders, check-in timing, directions, transport, policy questions, documents, upgrades, and unresolved requirements with a visible owner and deadline.
In-stay requests
Route housekeeping, maintenance, food, transport, amenity, complaint, and special-assistance requests to the team that can act, while the guest sees one coherent conversation.
Changes and exceptions
Keep date changes, cancellations, no-shows, room issues, service recovery, refunds, and policy exceptions attached to the actual reservation and approval path.
Calls and after-hours coverage
Connect business calls, missed-call recovery, voice AI intake, summaries, fallback routing, and human escalation to the same guest context.
Post-stay follow-through
Close unresolved work, request feedback at the right time, draft review responses, preserve preferences with the right consent, and hand qualified repeat or group demand to the responsible team.
AI inside guest operations
Use AI to prepare and route work without allowing it to rewrite booking truth.
Structured enquiry capture
Extract dates, party size, room needs, language, source, and missing fields from a conversation or voice note, then prepare a reviewable reservation enquiry.
Booking-aware reply assistance
Draft an answer from the available reservation, payment-reference, policy, and property context instead of producing a generic hospitality response.
Request and complaint triage
Classify the guest need, estimate urgency, identify the operating team, suggest a due time, and escalate high-risk or unresolved cases.
Conversation and call summaries
Prepare a concise handoff containing the guest request, promises made, current owner, evidence, and next action.
Multilingual drafting
Help staff prepare clear replies in the guest's language while preserving the approved booking, policy, price, and refund facts.
Manager brief
Summarize open guest risks, delayed responses, repeated complaints, missed calls, workload, and the few interventions that need management attention.
Start with clear system and decision boundaries.
The strongest rollout makes the communication layer more useful while keeping the property's reservation, payment, privacy, and service responsibilities explicit.
The reservation or PMS record remains authoritative for room, rate, booking, payment, cancellation, and refund facts.
AI drafts and recommends; it does not silently confirm rooms, change rates, cancel stays, approve refunds, or promise unavailable services.
Every guest request should have an owner, current state, due time where relevant, and a visible handoff or closure path.
Channel access, message templates, calling, retention, recording, consent, and customer-data use follow the configured business and provider rules.
A controlled rollout begins with named properties, inboxes, workflows, staff roles, escalation rules, and measurable operating outcomes.
Connected operating systems
Bow Chat owns the conversation. Connect the reservation and demand layers when they are part of the rollout.
Boni Hotel OS
Property, room, rate, availability, booking, PMS, channel, guest, and owner workflows.
Explore Hotel OSHotel Inventory API
Approved property, room, availability, hold, booking, and integration operations.
Explore the APIBino hotel booking
A customer-facing hotel search and booking journey where approved inventory and support are ready.
See the booking journeyQuestions
Common questions
Is Bow Chat a hotel PMS?
No. Bow Chat is the guest-conversation and service-operations layer. It can work alongside an existing PMS or connect to Boni Hotel OS so messages, calls, requests, and escalations carry the right reservation context.
Can it connect to an existing hotel system?
A controlled implementation can use an approved API, webhook, structured import, or reviewed email workflow where the source system supports it. The fields, sync direction, source of truth, failure handling, and staff review path are defined before launch.
Can AI answer every guest automatically?
No. Low-risk answers can follow approved knowledge and policy. Booking, price, payment, cancellation, refund, safety, complaint, and service-recovery cases need the configured review or escalation path.
Does the hotel need to replace its WhatsApp number?
Not necessarily. Bow Chat supports several channel models, including official WhatsApp Cloud API inboxes and selected WhatsApp Web workflows. The right route depends on the number, group requirements, message type, provider constraints, and operational risk.
Can this work across several properties?
Yes, with explicit property, inbox, role, routing, escalation, reporting, and data-access boundaries. A pilot should begin with a manageable property or workflow cohort before group-wide expansion.
Start with one property or workflow cohort