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Whitepaper: The acceptance of chatbotsChatbot for the Hospitality & Tourism IndustryDelight guests, lighten the load on service teams
An AI chatbot for the hospitality industry assists guests before, during, and after their trip, around the clock and in over 100 languages.
- Significant relief for your guest services during peak season
- A platform for websites, apps, and messaging apps
- Integration with Your Booking and CRM Systems
What a Chatbot in the Hospitality Industry Needs to Do Today
Reliably handle routine inquiries
Questions about arrival and departure, room amenities, cancellation policies, or the current booking status come in all year round, but during peak season they come in all at once. That’s exactly when even a team of the same size reaches its limits. The chatbot handles these inquiries simultaneously and responds with consistent quality, no matter how many guests are typing at the same time.
Accessible everywhere, in the guest's language
A guest from Milan messages via Instagram, a regular customer from Hamburg via WhatsApp, and a business traveler directly on the website. The BOTfriends X platform supports the website, app, WhatsApp, Facebook Messenger, Instagram, and Telegram all from a single setup and responds in over 100 languages, without your brand voice ever changing across channels.
More Than Just FAQs: Answers with Real-World Booking Examples
Reservation data, available room quotas, and travel documents are stored in the PMS, channel manager, and backend systems. The chatbot accesses these sources during the conversation, verifies that the guest has the necessary permissions, and combines the real-time data with your stored property-specific knowledge. This allows it not only to answer general questions but also to guide the guest through multi-step processes, such as rebooking.
Why choose BOTfriends X instead of a modular bot or a large-scale project with an integrator?
When choosing a guest chatbot, hotels and travel providers are usually stuck between two unsatisfactory options: the low-cost, do-it-yourself solution, which quickly reaches its limits when dealing with sensitive questions, or the complex integration project, which ties up the budget and takes months to complete. BOTfriends X is designed as a third option that overcomes the drawbacks of both.
Verified answers instead of AI that improvises freely
A simple prompt bot quickly starts guessing or loses the thread of the conversation when it comes to rebookings or cancellations—with consequences that can be costly in the travel industry. BOTfriends X combines language models with your business logic (NLU) and a curated knowledge base. What the guest receives is reliable, brand-aligned information—even when the bot actually enters data into your booking system.
You stay in charge of the bot; no consulting projects that span multiple quarters
Instead of a months-long integration project with external daily rates, your chatbot can go live in just a few weeks using the no-code interface of BOTfriends X. New seasonal cancellation policies, an additional destination, a change in tone—your own team can handle these updates on their own afterward. Our solution engineers are available when you need them, but they are not required for day-to-day operations.
Multi-Agent Orchestration: A Well-Coordinated Reception Team in Software
A simple bot aims to recognize a guest’s request, identify the guest, retrieve data, trigger an action, and send a confirmation—all with a single command. This approach regularly fails when dealing with multi-step travel processes. BOTfriends X, on the other hand, distributes these tasks among several specialized agents, just as the front desk, reservations, and guest services work together seamlessly at a well-run reception area. A typical setup might look like this:
The triage agent identifies the reason for the trip
Within a fraction of a second, he determines what the issue is—whether it’s a booking request, a change to a reservation, a cancellation, or an invoice-related question—and forwards the call to the appropriate contact person or specialized agent.
The authentication agent verifies the identity
It uniquely identifies the guest using a booking number, verification criteria, or an existing session. Only then are sensitive actions—such as rescheduling or canceling a reservation—authorized, in compliance with data protection regulations and in a traceable manner.
The Process Agent runs on your systems
He retrieves the reservation details, checks for available dates, initiates the rebooking, and sends the result back—all within the same chat. The guest doesn't have to switch windows or channels for any of these steps.
Expert knowledge to support the process, available at any time
Whether it’s cancellation policies, complex rate structures, or internal check-in processes: The knowledge base is seamlessly integrated into your booking and service workflow. When questions arise during guest interactions, the AI instantly provides the exact answer from your verified data pool. This ensures a smooth, personalized consultation directly with the guest, while sensitive access to the PMS or booking system takes place in the background with maximum security and strict separation.
Why BOTfriends Is the Right Partner for Your Tourism Chatbot
Most inquiries are processed automatically
Well-designed chatbots handle recurring guest inquiries without any input from the team. This frees up your employees to focus on guests who need genuine, personalized attention.
Growing Alongside You from the Off-Season to the Peak
Whether it’s a quiet off-season or a surge in bookings following a TV documentary about your region, the chatbot can handle any volume without requiring you to scale up at short notice. TUI Cruises processes around 60,000 messages per month via the BOTfriends X platform.
High success rate, less routine work
With its chatbot, vTours has achieved a 97% response rate and has cut the number of standard FAQ inquiries in half. This takes a noticeable strain off the service team without compromising the quality of the responses guests receive.
Data Protection According to German Standards
Guest and reservation data remains encrypted and is processed exclusively on servers in Europe. The BOTfriends X platform complies with the GDPR and the requirements of the EU AI Act—a factor that is particularly important to German and European guests.
What the BOTfriends chatbot does for you
Address guest questions immediately
Check-in times, room amenities, directions, cancellation policies, travel documents: You’ll get answers right away, without having to wait on hold or have someone at the front desk look it up.
Guide users through the quote and booking process
The chatbot helps guests find the right package, answers any questions they may have about their reservation, and guides them step by step through the process until confirmation, thanks to a direct connection to your booking system.
Sorting and Replying to Guest Emails
The BOTfriends X platform automatically sorts incoming messages to the inbox by topic, forwards them to the appropriate department, or responds to them directly—and you decide how much of this process happens without human intervention.
Service in over 100 languages
The chatbot serves international guests in multiple languages without requiring you to maintain a separate version for each market. The tone, brand knowledge, and business rules remain consistent across all languages.
Smooth handoff to the front desk
If an issue becomes sensitive or too personal, the platform forwards the conversation—including the entire chat history—to a staff member (Human Handover). The guest does not have to explain the issue a second time.
Offer additional services and boost upselling
Whether it's booking a spa appointment, reserving a table at the hotel restaurant, or upgrading to a premium room, the chatbot identifies opportunities for upselling and presents guests with relevant offers at just the right moment.
A Success Story from the Tourism Industry
Why service teams trust our AI Agent platform: Experience maximum process acceleration on a platform that redefines security and performance for complex enterprise structures.
“Chatbots have significantly reduced the workload on our service teams. What we particularly appreciate about BOTfriends is its technological flexibility, which allows us to provide optimal support to international guests at all times through multilingual capabilities and tailored digital solutions.”
More Case Studies from the Tourism & Hospitality Industry
The following companies also rely on BOTfriends to automate their guest communications:
Quick integration with your existing system environment
- No dedicated IT team required
- GDPR-compliant & hosted in the EU
- Made in Germany
BOTfriends chatbots integrate with your booking, CRM, and service systems via open interfaces—from Salesforce, HubSpot, SAP, and Oracle to messaging channels like WhatsApp, Facebook Messenger, and Telegram. During a conversation, the chatbot retrieves real-time data, triggers actions such as rebookings, and feeds the results back into your systems.
The first productive chatbots are typically launched within weeks, not just by the next season. You don't need your own development team to do this; thanks to our no-code approach and the support provided by our Solutions Team, you can build everything yourself.
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Frequently asked questions
Anything that’s repetitive and follows set rules: questions about travel arrangements and amenities, cancellation policies, booking status, travel documents, and invoices. Through its integration with PMS, channel managers, and CRM systems, the chatbot also guides guests through multi-step processes, from the initial inquiry to a confirmed booking or rebooking.
Yes. It communicates in over 100 languages from a single platform. No matter which market the guest comes from, the tone, brand knowledge, and business rules remain the same everywhere.
Depending on the scope and system environment, the first production-ready chatbots can be up and running within a few weeks. BOTfriends supports you from the design phase through go-live and into ongoing operations.
Yes. Guest and reservation data is encrypted and processed exclusively on servers located in Germany or the EU. The BOTfriends X platform complies with the GDPR and the requirements of the EU AI Act.
Yes. Integration with booking, CRM, and backend systems such as Salesforce, HubSpot, SAP, or Oracle is at the core of the BOTfriends solution. The chatbot retrieves data, performs actions, and returns the results.