A hotel reservation contact center that follows up on inquiries
Our hotel reservation contact center adds human-led sales assistance to your lead generation. Agents handle your hotel’s calls, WhatsApp, email and social media in your tone, with your rates and your policies. HotelChatBook’s AI answers the common questions instantly; people quote, follow up and close the direct booking.
HotelChatBook add-on service. Available on its own or with any plan, including hotel marketing with Direct.
Do you have a double room for the 14th? We’ll arrive late, around 11 p.m.
Yes, we have one left. I’m sending you the direct rate with breakfast and noting your late arrival.
Quote sent · follow-up tomorrow
Inquiries arrive at all hours. Bookings get lost while guests wait.
Phone
- Missed calls at peak hours
- Front desk busy with check-ins
- No one answers at night
WhatsApp & social
- Messages answered hours later
- Conversations with no follow-up
- Different answers depending on who replies
Email & forms
- Quotes that take days
- Groups and events with no owner
Measurement
- You don’t know how many inquiries come in
- Or how many end up as bookings
A guest who gets no answer doesn’t wait: they book elsewhere, usually on an OTA.
One inbox, AI up front and a team behind it.
All your channels land in HotelChatBook. Anything with a clear answer gets answered right away; anything that needs judgment goes to an agent with the full conversation history.
Receive
Calls, WhatsApp, email, web chat and social.
Answer
AI handles the common questions, any time.
Handle
An agent takes what needs a person.
Quote
Direct rate with its perks.
Book
Payment link or booking engine.
Follow up
Whoever didn’t book today is picked up tomorrow.
Your guests reach out wherever they like. We answer them right there.
Before booking, guests ask: about the room, parking, a late arrival or their pet. Every quick, clear answer is a booking that doesn’t go to an OTA.
- Bookings and quotes at your direct rate
- Pre-arrival questions
- Changes and cancellations within your policy
- Groups, events and long stays
- Upsells: upgrades, breakfast, transfers
- Follow-up on unanswered quotes
- Service in Spanish and English
- Alerts to your team when something is urgent
AI answers fast. People close what needs judgment.
HotelChatBook AI Instantly
- Answers common questions at any hour
- Checks rates and availability
- Logs every conversation in the CRM
- Hands the conversation to an agent with full context
The agent team With judgment
- Answers the calls
- Quotes groups, events and long stays
- Handles changes, complaints and special cases
- Follows up until the booking is closed
You see every conversation, quote and booking in one place: the HotelChatBook hotel CRM.
Hours and coverage: we answer when your front desk can’t.
We set the hours with you: peak hours, nights, weekends, high season or all day. Your team stays with the guest who is at the hotel; we take the one who hasn’t booked yet.
You know what happens with every inquiry
- Inquiries by channel
- Response time
- Quotes sent
- Bookings closed
- Reasons for not booking
- Upsells
Every month you get a report with these numbers and what we’ll adjust next.
Up and running without changing how you operate.
Diagnostic
We review your channels, inquiry volume and where they get lost today.
Script and tone
Rates, policies, FAQs and the way your hotel speaks.
Connection
Your number, WhatsApp and email flow into HotelChatBook. Your PMS stays.
Guided launch
In the first weeks we review conversations with you and adjust.
Operation
The team works the agreed hours and escalates anything urgent.
Report and improve
Every month, results plus changes to the script and the AI.
For properties that get more inquiries than they can handle.
Want to review your website and booking engine too? Read Direct channel optimization in Resources.
Tell us how you handle inquiries today.
We’ll show you which inquiries go unanswered and how to cover them.
- Reviewed by a person on our team.
- We contact you on WhatsApp or by email, as you prefer.
- No commitment to hire.
What hotels usually ask
What is a hotel contact center?
It’s an external team that handles your hotel’s inquiries by phone, WhatsApp, email, web chat and social media, with your rates and policies, so no inquiry goes unanswered and more guests book direct.
Are the agents people or a chatbot?
Both. HotelChatBook’s AI instantly answers the common questions; agents take the calls and everything that needs judgment: groups, changes, complaints and follow-up.
Do I need a HotelChatBook plan?
No. It’s an add-on service you can hire on its own or with Matrix, Direct, Pro or IA Revenue Co-Pilot. With a plan, the AI and the agentic CRM are connected from day one.
Do I have to change my PMS or phone number?
No. You keep your PMS, your number and your WhatsApp. We connect your channels to HotelChatBook and the team works on top of them.
Can agents take payments or change bookings?
As you decide: they can send the payment or booking engine link, and apply changes and cancellations within your policy. Anything outside the policy is escalated to your team.
Which languages do you cover?
Spanish and English. If you host guests who speak other languages, we review it in the diagnostic.
How do I know it’s working?
Every month you get a report with inquiries by channel, response time, quotes, bookings closed and reasons for not booking. You also see every conversation in HotelChatBook.
Every answered inquiry is a booking that doesn’t go to an OTA.
Tell us how you handle inquiries today and we’ll build the coverage your hotel needs.