Hotel live chat, with your team one click away
HiJiffy’s live chat answers visitors on your hotel website at any hour.
HiJiffy’s AI handles up to 90% of guest conversations, and your team takes over, with everything already said, when a person is needed.
2,600+ hotels in 65+ countries use HiJiffy’s Guest Communications Platform
A chat button nobody is behind
Many hotel websites have a chat button. At night, at weekends or during the check-in rush, nobody answers it, and a visitor who waited ten minutes for a reply has already left.
A chat that only works when someone is at the desk sets an expectation your team cannot meet. A contact form is slower still, and the question goes to an OTA instead.
How hotel live chat works with HiJiffy
The AI answers first. Your team steps in when a person is needed, from the Console on a computer or a phone.
AI answers the routine
Parking, breakfast, check-in times, cancellation. Answers in seconds, from your hotel’s approved information, in the guest’s language.
One tap to reach a person
Visitors can ask for your team at any time. The chat asks for their name and email, so your team can reach them even if they leave.
Your team sees it at once
The conversation lands in the Console’s Open tab. Browser, sound, email and app notifications make sure someone sees it.
The AI steps back
While your team handles a conversation, the AI stays quiet. When your team closes it, the AI is back for the next question.
Working hours per property
Outside working hours, the chat tells visitors when the team will reply, so nobody waits in silence. Agents can show if they are available, and visitors get the same message when nobody is.
Replies that reach visitors who left
If the visitor closed the website, your reply goes to their email and their answer comes back to the same conversation.
Live chat or chatbot: hotels need both
A live chat with only people behind it depends on who is on shift. A chatbot with no people behind it leaves guests stuck when the question is unusual.
HiJiffy’s website chat is both. The AI answers what has one right answer, and your team handles what needs judgement, in the same window, without the guest starting again. For the AI side in detail, see our hotel chatbot page.
Secure AI: the chat speaks for your hotel
Your brand in the window
Colours, icon, avatar, title and greeting are set to match your website, in every language you use.
The chat opens in the visitor’s language, picked from their browser or the language of the page.
Only your approved information
Guardrails stop the AI from inventing a policy or an amenity. When it does not know, it passes the visitor to your team. Update a detail once and the AI uses it in every language and every property that shares it.
Questions it could not answer, and answers guests rated as unhelpful, are flagged for your team with a link to add what is missing. Nothing enters the AI’s knowledge without your approval.
Clear about AI
Guests see a badge that reads “You are chatting with an AI assistant”, as the EU AI Act requires.
Prepared Teams: live chat without the rush
Context before the first word
Your team sees everything the visitor already said and a suggested reply, so the first answer is the right one.
Canned responses keep the replies your team writes every day one click away.
Answer from a computer or a phone
The Console runs in the browser, as a desktop app for Windows and Mac, and as an app you add to your phone’s home screen.
The right person for each chat
Assign conversations, mark the urgent ones and translate replies, so nothing waits in the wrong queue or the wrong language.
Direct Revenue: chats that end in bookings
Help at the moment of booking
Visitors who ask about rooms get their dates checked and a link to your booking engine. The chat window can also show an offer with an image and buttons, to visitors from a campaign link or on a given page.
Each offer can be scheduled to run only on the dates you choose. For a hotel group, visitors first find the right hotel in the chat.
Leads your team can follow up
When a visitor asks for a person, their name and email stay with the conversation. With a CRM integration, contacts and their consent can be passed to your CRM.
A visitor who starts a booking in the chat, leaves a phone number with consent and does not finish gets a Booking Recovery message on WhatsApp. Leads are tracked as qualified, reached and converted.
Your team’s bookings, counted
When an agent closes a booking in the chat, they record it in the Console, so it shows in your reports next to the chatbot’s bookings.
Hotel live chat software: what to check
Before you choose live chat software for your hotel website, check four things. For the full list, use our checklist for choosing an AI solution.
Who answers at 3 am?
If the answer is nobody, the chat needs AI that answers from your information and says when it does not know.
What if the visitor leaves?
Look for replies that reach the visitor by email and come back into the same conversation.
Is it only the website?
Guests also write on WhatsApp, Instagram and OTA messages. Your team should answer them from the same inbox.
Can your team answer from anywhere?
Browser, desktop app and phone, with notifications, so a quiet night shift still sees every chat.
93%
Automation rate
Lamington Group
84K
Conversations handled
Macdonald Hotels & Resorts
82%
CSAT
PortoBay Hotels
€450K
Bookings attributed
Paradise Resort Gold Coast
PROOF FROM HOTELS
Results from hotels using HiJiffy
Hotels, resorts and groups use HiJiffy to answer guests on every channel and give their teams time for the moments that need a person. HiJiffy’s AI handles up to 90% of guest conversations automatically.
Live chat for hotels: FAQs
What is live chat for hotels?
Live chat for hotels is a chat window on the hotel website where visitors and guests get answers in real time. With HiJiffy, AI answers the routine questions at any hour, and your team takes over when a visitor asks for a person or the question needs judgement.
For a hotel, live chat pays off before the booking. It is often the first conversation a visitor has with your hotel, and a quick, accurate answer keeps them on your website instead of an OTA. The AI keeps it quick at night, and your team keeps it personal when it matters. These are the questions guests ask most.
What online chat options are available for hotel inquiries?
The main options are a chat on your website, a chat inside your own app, WhatsApp, Instagram, Facebook Messenger, Telegram, SMS, email, and the messaging inside Booking.com, Expedia and Airbnb. HiJiffy covers all of them, with the same AI answering on each one and your team working from one inbox.
When you compare options, count the logins. Every channel that sits outside your main tool is a channel someone has to check by hand. Start with the website chat, where visitors decide to book, then add the channels your guests already use.
What is the best live chat software for hotel websites with 24/7 guest support?
Look for software where AI answers around the clock from your hotel’s own information, hands over to your team with the full conversation, and still reaches visitors who left the website. It should also cover WhatsApp and OTA messages, connect to your booking engine and PMS, and run on a computer and a phone.
In a demo, ask to see a chat at 3 am, a handover to a person and a reply to a visitor who has already closed the page. Then ask how bookings from the chat are counted. Generic live chat tools often stop at the first step, while a hotel tool should cover all four.
How does live chat improve the guest experience in hospitality?
Guests get an answer when they have the question, not hours later, and in their own language. With HiJiffy, the AI understands more than 130 languages and replies in the guest’s language, and a person is always one tap away. After the booking, the same AI sends the online check-in link, answers questions during the stay and asks how the stay went, on WhatsApp or SMS. See how it works across the guest journey.
The team side improves too. Routine questions no longer interrupt the front desk, so staff have time for the conversations that need them. When a chat reaches the team, it arrives with the context, so the guest does not repeat themselves and the reply is better the first time. Reports show your team’s time to first reply and the questions the AI could not answer, so you know what to add.
After a chat, guests can rate the AI and the agent who helped them.
What happens if a visitor leaves the website before we reply?
The conversation stays open in the Console. When a visitor asks for a person, the chat asks for their name and email. If they leave, your reply is sent to that email, and when they answer, their message comes back into the same conversation.
Nothing needs to be set up by your team for this to work. If the visitor returns to your website on the same browser, they also see the whole conversation in the chat window. Your team keeps one thread per guest, whatever happens on the visitor’s side.
Is it challenging to implement a live chat for a hotel?
No. HiJiffy adds the chat to your website with a short script and sets it up to match your brand. The AI is loaded with your hotel’s information, and your team’s working hours are set per property. HiJiffy connects with 100+ hotel systems, including your booking engine and PMS.
A dedicated onboarding specialist leads the setup, helps you load your hotel’s information starting from what guests usually ask, and trains your team on the Console before go-live. The HiJiffy team monitors the first days after launch, and the customer experience team follows your hotel after that, so the chat keeps answering well as your information changes.
Onboarding webinars run in English, Portuguese, Spanish, French and German.
Can online hotel chat be automated on other channels beyond the website?
Yes. Guests write where they already are. A traveller who finds your hotel on Instagram sends a direct message, and a guest about to arrive would rather get a WhatsApp message than another email. HiJiffy’s AI answers on your website chat, WhatsApp, Instagram, Facebook Messenger, Telegram, SMS and email, and in Booking.com, Expedia and Airbnb messages.
Your team sees every channel in one inbox, the Console, so nobody checks five apps. SMS is available in selected countries.