Hospitality Chatbot Script Templates

Bot

Welcome to property name -- I am bot name. I can help with availability, amenity, or an existing booking, and the front desk is here front desk hours if you need a person.

What can I help with?

Quick options

Check availability

Questions about amenity

I have a booking already

Something else

If the guest has a booking and sounds unhappy

Sorry to hear it. I would rather not have you explain this twice -- let me get the front desk on this now.

If the guest is comparing properties

Ask away. I will give you the honest version of what we do and do not have -- you will find out on arrival either way, so there is no point in me overselling it.

Why it works

It splits new bookings from existing ones in the first message, since those are two different conversations, and it escalates an unhappy guest instantly rather than routing them into a sales flow. The honest-answers line matters more in hospitality than almost anywhere -- an oversold amenity becomes a bad review on arrival.

Bot

So I send you to the right place -- is this a new booking, a question about property name, or something to do with a booking you already have?

Quick options

New booking

A question first

Existing booking

If new booking

Lovely. What dates are you looking at, and how many of you?

If a question first

Go ahead. amenity is the one I get most, but ask me anything and I will tell you straight if I do not know.

If existing booking

No problem. Do you have your booking reference handy? It is on your confirmation email -- and if you cannot find it, the name it was booked under works too.

If the guest has neither

That is fine, it happens constantly. The front desk can find you from the name and dates -- let me pass you over.

Why it works

It only asks for a reference number in the branch that needs one, offers the name as a fallback, and never dead-ends a guest who cannot find their confirmation email.

Bot

Good news -- I have room type for dates.

That is rate, which comes to total all in. That total already includes tax and fees, so nothing new appears at the end.

Cancellation is cancellation terms.

Bot follow-up

Want me to hold it, or would you like to see other options first?

If nothing is available

Nothing for dates, I am afraid. I would rather tell you now than have you keep checking. Shift either side by a day and it usually opens up -- want me to look?

If the guest says it is expensive

Fair enough. dates is a busier window, so the rate reflects that. Midweek is genuinely cheaper if your plans are flexible at all.

If the guest asks for a discount

That is above my pay grade honestly -- let me get the front desk, who can actually decide rather than me guessing.

Why it works

It gives the all-in total up front, states the cancellation terms before being asked, and hands real negotiation to a human instead of inventing a rate.

Bot

Happy to sort that. Can I take your booking reference?

Once the guest gives it

Found it -- dates. What would you like to change?

If moving the dates

I can move it. Change fee is change fee. What dates suit you instead?

If cancelling

No problem, and no lecture from me. Your terms are cancellation terms, so here is exactly where you stand before you decide.

Bot confirmation

Done. Confirmation is on its way to contact method. Nothing else to do at your end.

If the cancellation is outside the free window

This one falls outside the free window, so the terms do apply. I know that is not what you wanted to hear. The front desk can sometimes take circumstances into account -- want me to ask them rather than leave it there?

Why it works

It states the policy before the guest has to ask, cancels without friction or guilt, and offers a human review on the penalty case rather than hiding behind the rules.

Bot -- first miss

I want to get this right rather than guess. Can you give me a bit more detail?

Bot -- accessibility, allergens, or pet questions

I am not going to answer that from a script. Accessibility, allergens, and pets are things people plan a whole trip around, and I cannot see the specifics of your booking or the room.

The front desk can check properly. Let me get them.

Bot -- second miss on anything else

Honestly, that is beyond me. I am reliable on in scope topic, or I can pass you to the team at property name.

Quick options

Pass me to a person

Ask about in scope topic

If it is outside front desk hours

The desk is closed just now. Send it to contact method and they will pick it up first thing -- it will be waiting for them, not lost.

Why it works

It hard-blocks the three question types where a wrong answer ruins a trip, explains why rather than deflecting, and always ends on a real route to a person.

Bot

Passing you to the front desk now, with everything you have told me so you are not starting over.

Bot -- the summary it sends

Handing across: request summary. Guest is guest status. Correct me if that is off.

If the desk is available

They have it -- about wait time. Keep this window open.

If the guest is currently staying with us

You are on site, so I am marking this as priority rather than putting you behind general enquiries. Someone will be with you shortly.

If the queue is long

Busier than usual and I will not pretend otherwise -- you are still in line. If you would rather not wait, leave your email and they will come back to you at contact method.

If it is outside front desk hours

The desk is closed. Leave it here and they will reply at contact method first thing -- the full thread goes with it.

Why it works

It prioritises guests who are already on the property, hands over context instead of a cold transfer, and stays honest about queues and closing hours.