Property knowledge
The instructions, guidance and practical information prepared for the property.
StayAssist Guest Assistance
Help guests from the moment they call.
When a guest needs help during the stay, they can call StayAssist for AI voice assistance informed by the relevant property and stay information. StayAssist can help directly from that information or bring in your team when a person is needed.
Voice Guest calls for help
Relevant context
- Property knowledge
- Identified stay
- What the guest tells us
Assistance
Useful response
Team help when needed
During the stay
A simple guest question can still interrupt the operation.
Guests ask for help while the team is checking properties, supporting other stays or working across different locations. The answer may be simple, but the person available may not know that property's instructions or have the relevant stay details at hand.
- 01
The same question, again
Wi-Fi, appliances, supplies and directions can create repeated work across a busy portfolio.
- 02
Different property, different answer
Useful assistance depends on the information configured for the property, not one generic response for every stay.
- 03
Some questions need judgment
Exceptions, approvals and missing information need a clear route to the team.
Guest Assistance gives the operation a consistent first response without removing people from the decisions that need them.
The right information
Bring the right stay into the conversation.
StayAssist asks the guest for enough details to find the relevant stay. Once found, property knowledge, available stay information and what the guest shares can give the conversation a useful basis.
01 Find the stay The guest shares enough details to find the relevant stay
Bring in relevant context 02 03 04
Stay context
The stay information relevant to the question, when it is available.
What the guest tells us
The question, details and clarifications shared during the conversation.
Assist from context Relevant basis for assistance
Together, these sources ground the conversation in the right property and stay. When more information or judgment is needed, StayAssist can bring in the team.
Reservations can be created or imported manually, or supplied through a supported PMS connection. The information available depends on the setup.
Explore integrations Everyday assistance
Use the knowledge prepared for the property.
Prepare the practical information guests ask for most often, then keep a clear team path for questions that need more.
- 01
Wi-Fi and property guidance
Share Wi-Fi details and practical instructions prepared for the property.
- 02
Appliance use
Talk the guest through the approved steps for using an appliance.
- 03
Access, parking and directions
Use the relevant stay and property information to help the guest find the right place or instruction.
- 04
Supplies and additional items
Explain what is known or collect the request so the team can continue.
- 05
Local and stay-specific information
Share prepared local guidance or answer a question tied to the stay. If a guest asks about renting a boat, StayAssist can introduce a relevant experience when it fits the guest's question and carry the response into the next step.
Each answer draws on the knowledge and stay information available to that conversation.
Explore Revenue Workflows A clear assistance boundary
Help directly when the path is clear. Bring in the team when judgment is needed.
StayAssist can ask a follow-up question, use what the guest says and respond from the knowledge prepared for that stay. Some situations need judgment, approval or information only the team can provide.
The question in context Relevant basis
- Property knowledge
- Stay context
- Guest details
Help directly
- Answer from prepared knowledge Use the property, stay and guest-provided information available to answer the question.
- Introduce a relevant option when it fits When one of the property's services or experiences fits the question, StayAssist can introduce it in the same conversation.
Bring in the team
Transfer the live call or arrange later team contact when judgment, approval or information from the team is needed.
Repeatable questions can stay with StayAssist. Decisions and exceptions remain with the people responsible for the stay.
Carry the result forward
Explore Workflow Follow-Through The conversation can answer the guest, capture interest in a relevant option or show that the team is needed. Workflow Follow-Through carries that result into the next configured operational step.
- Question answered
- Guest interested
- Team needed
Across guests and properties
Consistent assistance, specific to each property.
A guest can ask for help in one of 26+ supported voice languages, even when the team member currently available does not speak it. Reservation information can help select the language for the conversation.
languages for guest voice conversations
Across a portfolio, use the same assistance approach while each property keeps its own knowledge, instructions and team contacts.
- Knowledge
- Instructions
- Team contacts
Assistance history
Give the team a useful place to continue.
If the team takes over or follows up later, the assistance history keeps the contact outcome, relevant result and handoff together so the next person knows where to continue.
- 01 What the guest needed
The original question and the relevant outcome, including interest, acceptance or decline when an option was discussed.
- 02 How assistance continued
Any live transfer, later team contact, outbound follow-up or other configured continuation.
- 03 Where the team picks up
The point reached when the team takes over or follows up.
An accepted option is a conversation result, not confirmation of booking, fulfilment or payment.
The next person can continue with useful context instead of reconstructing the call from scratch.
Questions, answered
How Guest Assistance works.
The practical boundaries behind inbound voice assistance, stay context and team involvement.
How does StayAssist know which reservation the caller belongs to?
StayAssist asks the guest for enough information to find the relevant reservation. Once the stay is identified, the property and reservation information available for that stay can inform the conversation. The incoming phone number alone is not treated as identification.
What kinds of guest questions can it answer?
StayAssist can help with property guidance, appliance instructions, supplies, access, parking, directions, local information, reservation-specific questions and configured local services or experiences when relevant. What it can discuss depends on the knowledge and stay information available to the conversation.
What happens if StayAssist does not know the answer?
StayAssist can ask the guest for more detail. If information or judgment is still needed, the conversation follows the team path prepared for that property rather than inventing an answer.
Can the team take over?
Yes. StayAssist can transfer the live call to a configured team destination or arrange later team contact. The call outcome and assistance history help the team understand what happened before they continue.
Can StayAssist speak the guest's language?
StayAssist supports voice conversations in 26+ languages. Reservation information can help select the language for the conversation. Specific language and voice options depend on the supported setup.
Does Guest Assistance require a PMS?
No. Reservations can be created or imported manually. A PMS connection can automate stay information across a portfolio, with the available information depending on the provider and setup.
Can guests start Guest Assistance by SMS or WhatsApp?
Not currently. The inbound Guest Assistance channel is voice. SMS and WhatsApp can be used for configured outbound follow-up where supported, but they are not current inbound guest-chat entry points.
Give guests a clearer path to help.
Tell us which property questions StayAssist should handle and when your team should take over.