Before arrival
Clarify an instruction, ask about the arrival plan or collect information the team needs before the guest reaches the property.
Check-in and checkout calls
Talk to guests before they arrive and before they leave.
StayAssist uses relevant guest, reservation and property information to hold a useful AI voice conversation around check-in or checkout. Share important information, respond to questions and continue with the right follow-up when needed.
One guest journey Two proactive conversations
- Reservation timing
- Property information
- Supported language
- Reservation
- Before arrival Arrival conversation
- AnsweredContinue
- No answerConfigured follow-up
- Check-in
- Stay
- Before checkout Departure conversation
- AnsweredContinue
- No answerConfigured follow-up
- Departure
The stay journey
Two moments when clarity matters.
Arrival and departure are the two moments when information most often needs to be clarified, answered or acted on while the team can still respond.
Before departure
Checkout expectations can vary by property. A timely conversation can clarify the next step and surface an exception while there is still time for the team to respond.
Across a portfolio, StayAssist gives distributed teams a repeatable way to handle both moments while each property keeps its own information and instructions.
Check-in communication
Make arrival information a conversation.
Reach out before arrival with the property and access information available for that stay. StayAssist can clarify directions, ask about the arrival plan and recognize when the guest needs human help.
- 01
Prepare the arrival
Share the property's arrival, access or direction information that is available for the stay.
- 02
Listen for what is unresolved
The conversation can ask about arrival plans, clarify a property or access question, and recognize when the team needs to step in before arrival.
- 03
Continue with a useful outcome
Record an arrival detail, confirm what was clarified or pass the question and stay context to the team.
If early check-in or a transfer is an option for that stay, StayAssist can introduce it and capture the guest's response for the next step.
StayAssist handles the conversation around arrival. Digital registration, payment, identity verification and self-service check-in continue through their separate processes.
Checkout communication
Clarify departure before it becomes an exception.
Reach the guest before checkout or on departure day with the checkout time, property-specific instructions and key-return information where available. Questions and requests can surface while the team still has time to respond.
- 01
Set out the departure details
Share the checkout time, property-specific departure instructions and key-return information where available.
- 02
Answer the departure question
Respond from the available property information and recognize requests that need an operator's decision.
- 03
Bring the team into exceptions
Pass a late-checkout request or another departure exception to the relevant team or supported system step. Approval remains with the operation.
Where relevant, the conversation can introduce a late-checkout or future-stay option, including another property in the operator's portfolio, and carry the guest's response into the next step.
This workflow owns the departure conversation. Turnover, housekeeping and post-stay feedback continue through their own operational workflows.
Communication
A conversation, with messaging where it helps.
AI voice handles the interactive conversation. SMS or WhatsApp can support the same journey when a message is the better next step.
Interactive AI voice
Use the available information to explain, ask questions, respond to the guest and continue through the configured path.
Richer interactive layer26+ voice languages
Reservation data can guide the choice of a supported voice language where available, helping the conversation fit the guest.
Outbound messages
SMS or WhatsApp can open the outreach, reinforce useful information or follow an unanswered call, subject to provider, region and template availability.
Guests converse with StayAssist by voice. SMS and WhatsApp support this journey as outbound channels; inbound guest messaging is not currently supported.
Follow-through
Right context, right moment, next step.
Each path brings together when to reach out, the information available for that stay and what should follow from the contact result.
- 01
Choose the moment
Use reservation-relative timing to reach out before arrival, around check-in, before checkout or on departure day.
- 02
Use the available stay context
Bring in relevant guest, property, reservation, language and instruction data from the setup or connected provider.
- 03
Continue from the result
Stop, wait, retry, use another outbound channel or involve the team according to the contact outcome and path rules.
A guest response can continue through Workflow Follow-Through when another team, workflow or supported connected action needs to take over.
Explore Workflow Follow-ThroughConnected contextA PMS integration can automate reservation context at scale, while reservations can also be imported or created manually. Available fields, events and write-backs vary by provider and setup.
Communication timingCommunication windows, Do Not Disturb rules and relevant timezone context can shape when the next attempt is made.
See integrations Team continuity
Let StayAssist handle the routine. Bring the team in for the exceptions.
Repeatable communication can continue automatically. When a guest needs an exception or decision, the relevant stay context and conversation outcome can follow the handoff.
Continue with the context already gathered.
Use a live transfer or place a separate outbound call to the relevant team contact, according to the setup. Connection still depends on the team's availability.
- 01Contact
- 02Outcome
- 03Follow-up
- 04Final state
The underlying record can include the channel, contact outcome, waits, retries and escalation. Where an eligible option was discussed, it may also retain the guest's interest, acceptance or decline, plus the team continuation and final configured state.
Interest, acceptance or decline is a conversation result. It does not by itself approve early check-in or late checkout, create a booking or sale, process payment, or verify that the guest arrived or departed.
Questions, answered
Practical details before you configure the workflow.
The boundaries around online check-in, connected context, contact outcomes, language and team handoff.
Is this an online check-in system?
No. This workflow provides proactive communication around arrival and departure. It does not provide a guest check-in portal, identity verification, legal registration, payment processing, room assignment or key generation. Digital and self-service check-in and checkout are a separate workflow area.
Does StayAssist require a PMS for these workflows?
No. Reservations can be imported or created manually. A supported PMS integration is preferred for automation at scale, but the fields, events and write-backs available depend on the provider and setup.
Can StayAssist contact guests before arrival and before checkout?
Yes. A workflow can use reservation-relative or configured scheduled timing for pre-arrival, check-in and departure communication. Communication windows, Do Not Disturb rules and relevant timezone context can also shape when contact is attempted.
What happens if the guest does not answer?
The configured path can use the available call outcome to wait, retry, stop, change recipient or use another supported outbound channel such as SMS or WhatsApp. The exact path is configured, and contact or delivery is not guaranteed.
Can StayAssist speak the guest's language?
StayAssist supports AI voice in 26+ languages. Reservation data can inform the selected supported language where available, but language detection and availability are not universal.
Can the team take over?
Yes. When a question or decision needs a person, the workflow can use a configured live transfer or a later outbound team call. It does not guarantee that a team member will always be available or that the transfer will connect.
Make arrival and departure communication easier to run.
Explore StayAssist, then configure the timing, stay context and communication path that fit your operation.