How Virtual Concierges and Chatbots Can Help You Offer a More Personalized Guest Experience

Virtual concierge and chatbot technology offer an immensely helpful way to answer questions, solve issues and learn more about your guests and their preferences.

Hotel guests are interested in virtual concierge and chatbot technology as long as it enhances their stay and doesn’t take away the option for human interaction.

Almost half of travelers (47.6 percent) are interested in handling at least some of their service requests through chatbots or messaging, according to the Hospitality in 2025 report from Oracle, a hospitality technology company. Simple requests are often easily managed via chatbot or virtual concierge technology while more complex or nuanced requests may need a human touch, according to the report.

“Digital concierges at hotels and casinos are built to deliver against a key objective – providing guests with unparalleled service,” according to GoMoment, a hospitality technology company. “They can also handle millions of guest interactions simultaneously and accurately – benefitting both hotel staff and their guests.”

Here are six ways you can leverage chatbots and virtual concierge technology at different points in the customer experience to create happier guests:

1. Offer a seamless welcome. Before your guests arrive, you can use virtual concierge or chatbot technology to send a pre-arrival message and handle any special requests or requirements a guest may have. This technology can take an early check-in request, provide information about the property, and more for an easy arrival.
2. Free up staff to offer better service. Let a virtual concierge handle all those simple, repetitive requests for basic information – for example, the Wi-Fi password, checkout time, and airport shuttle schedule. This gives your staff more time and space to shine during more complex and personalized interactions with guests – the ones where guests want to interact with a person. Staff members who aren’t frazzled and overextended can provide calmer, more personalized service with a smile.
3. Help you learn more about your guests. A virtual concierge makes it easy to track all of your interactions with a guest so you can learn more about their needs. This data can give you insights and allow you to offer a better customer experience. You can leverage it to proactively anticipate future guests’ needs, build loyalty, and notice patterns that can help you provide a better overall guest experience.
4. Recommend tailored services. Virtual concierges and chatbots allow you to collect information about additional services that might interest a guest. This is a win-win: it allows you to offer guests additional amenities, such as spa services or special events, tailored to their needs. And it allows you to make a personalized upsell that guests will likely welcome.
5. Serve guests around the clock. A human concierge may not be available 24/7 to cater to every request. But a virtual concierge is, and it’s just as efficient at 3 a.m. as at any other time. This allows guests to have more control over when they make a request or resolve an issue, and also to do so from the comfort of their rooms.
6. Cut out the wait. One of the biggest benefits of virtual concierge and chatbot technology, from a guest service perspective, is the ability to provide nearly instant satisfaction. Instead of waiting in line in the lobby or on hold, a guest can ask for help and get a response right away.

“It’s important to look at technology not as a way to replace something, but as a way to allow your guests to have choice because of personal preferences to interact with the hotel through a mobile device,” said Gustaf Berman, chief information officer and executive vice president, hotel engineering, Montage International, stated in the Oracle report.