A concierge who knows the reservation and keeps a record of everything.
Concierge assists guests on the website and in My stay. Guest Companion is the intelligent layer that accompanies every step: booking, arrival, and stay. The same context, the same rules.
Reliable answers, trackable actions, total control.
Reliable answers
Only answers using the hotel’s approved knowledge. If it does not know, it says so and passes the matter to a person.
Actions, not just words
Trackable service requests, table reservations, extras and experiences, tailored packages, and quotes for a new stay.
Control and traceability
Every action is recorded. Sensitive operations require verification, and a person can intervene in any conversation.
Knows their reservation and acts with their permission.
- Two-level identification: booking reference and contact details to view and make requests; a 6-digit code sent by email for payments, date changes, and cancellations
- Knows the room, rate, contracted services, and status of their requests
- Read-only payment and balance information: total, paid, and outstanding
- Date change quoted with real availability and pricing, sent as a request
- Cancellation with the exact penalty for cancelling today and explicit confirmation; the reservation remains valid until the hotel decides
- Hotel-configurable languages
- A request is never presented as confirmed
The Concierge console.
Conversation inbox
Filters for unanswered, urgent, unread, and stay status (arriving today, in-house, departing today). The linked reservation appears alongside the conversation.
Hotel knowledge
Approved sources, hotel website crawling, auditing, and knowledge gaps. This is the only information the Concierge uses to respond.
What it can do and under which rules
Active capabilities, which ones require an identified reservation, and action logs.
Its name, tone, and brand
Assistant name, voice and tone, welcome message, and colors. Plus a one-line code to install it on your website.
The same intelligence at every stage of the journey.
In the Booking Engine
A panel that answers questions about cancellations, rooms, extras, and the destination without taking the guest out of the booking flow.
In My reservation
“Let’s complete your arrival”: one question at a time, and only what is missing.
In My stay
“We recommend…”: the next best experience for that guest, at the right moment.
An example conversation.
What time can I have breakfast tomorrow? Are there any gluten-free options?
The buffet breakfast is served from 07:30 to 10:30 at the Mediterranean Restaurant on the ground floor. Gluten-free, vegetarian, and vegan options are available; if you have any allergies, let us know and we will prepare everything for you.
My partner would like a massage this afternoon.
I suggest the 50-minute relaxing massage (€80 per person). Request sent to the spa: today at 18:00. We will let you know as soon as the hotel confirms it.
Example conversation written to illustrate how it works, based on a fictional hotel. At your hotel, it will respond using your own knowledge.
What it does not do
- It does not improvise rates, availability, or policies: if something is not documented, it says so.
- It does not make changes or process cancellations on its own: it submits them as requests.
- It does not take chargeable room service orders or manage payments or refunds through the chat.
- It does not issue tax invoices: it refers them to a staff member.
Try it yourself, in a real hotel.
A test hotel running the real HotelGEX Concierge and Booking Engine. Chat, book and play risk-free: nothing is charged.
Ask about rooms, dining or the spa: it answers with the hotel’s own information and opens the booking when you ask for it.
Open the Concierge ↗Calendar with the lowest price per day, clear rates, room upgrade and experiences in the same flow. Simulated payments.
Open the Booking Engine ↗An always-available concierge with your hotel’s judgment.
Upload your hotel’s knowledge, test it as a guest, and publish the Concierge on your website.