What are the most common (and weird) questions from guests in hotels?

What are the most common (and weird) questions from guests in hotels?
What are the most common (and weird) questions from guests in hotels?
July 22, 2022

The guest experience is key for client retention at a hotel and when looking to improve that experience, all the interactions between guests and the front-office staff play a big role.

Front office teams are usually overloaded with boring and repetitive queries from their guests, from pre-stay questions regarding their reservations to all of the in-stay typical requests.

So, as a hotelier, how would you help your front office team to handle these requests without hiring new staff members? Well, the answer is a simple word – chatbots.

With the power of AI and Big Data, nowadays it is quite easy to know what are the most common queries hotels have to handle from each type of guest segment, at all the stages of the customer journey. 

Top 7 FAQs before making the reservation

Let’s take a look at the top 7 questions users make before making their reservation at a hotel:

  1. What is the hotel policy for children?
  2. Does the hotel have parking?
  3. Does the hotel have a playground for kids?
  4. What offers and discounts is the hotel offering right now?
  5. At which time is the check-in?
  6. What different room types does the hotel has?
  7. Where is the hotel located?

At this point the user is in the pre-stay stage of the hotel customer journey, still evaluating the decision to book a room at the hotel or not, depending on the answer. This is probably the first time the user is interacting with the hotel, so the first impressions for the user are key. 

Top 7 FAQs during the stay

And now, let’s check out the top 7 most common queries from guests, during the stay, that your chatbot must cover:

  1. At which time is the check-out?
  2. At which time is the breakfast?
  3. What is the WiFi password?
  4. When does the swimming pool open?
  5. Can I receive packages at the hotel?
  6. What offers and discounts is the hotel offering right now?
  7. Can I book a table at the restaurant?

So, takeaways? It is clear that the hotel needs to be able to address all kinds of most common questions in a matter of seconds, despite how understaffed or overloaded with work the front-office team is.

It is very important for hotels to have a system in place that allows a fast and accurate reply to all of the queries, in every season of the year. 

This is why having an AI-powered chatbot is key. With a chatbot, your front-office team can focus on providing the best experience possible to their guests, while the most common questions are being addressed automatically and in a personalized way.

And what about weird requests?

And as a bonus, here are some weird questions your chatbot might be prompted with someday:

  1. Can I bring my own sheets and pillow?
  2. Can I bring my exotic pet? (species like snakes, tarantulas, iguanas…)
  3. Can you remove the bed frame and just keep the mattress?
  4. Can I pay for just half a day since I’m only staying half a day?
  5. Can you arrange for us to have Christmas Day in July as the weather will be rainy?
  6. Can I take the towels home?
  7. Can you make sure my room number is odd?

Brands are ignoring guests’ requests during the pre-stay phase

Focusing on the pre-stay phase, a key moment for hoteliers to attract direct bookings to reduce their dependency on OTAs, thus avoiding paying high commissions, there are some statistics that must be considered.

The Sprout Social Index reveals that only 56 per cent of travel and tourism brands respond to customer messages on social media, with 40 per cent of consumers expecting a response within the first hour, and 79 per cent expecting that answer in the first 24 hours.

And, 47% of those surveyed indicated that responding to customer service questions in a timely manner is the top action a brand can take to get customers to buy from them over a competitor.

With multiple communication channels available, however, it’s not uncommon for hotels to be overwhelmed with direct messages, making it difficult to keep up with the requests coming up.

The result? They end up turning the messaging option off as a result. This can have a significant negative impact on sales, acquisitions, and reputation.

“If hotels ignore messages on social media, there is a significant risk of disappointing their guests. Customers expect the hospitality they experience in person to extend to the online world. Artificial Intelligence has become a natural solution, not only to staff shortages but also to enhance the speed of response times to increasing online requests”, states Tiago Araújo, HiJiffy’s founder.

Artificial Intelligence: digital interactions without losing the “human touch”

Over 1,600 hotels have already integrated both social media platforms into their respective hotel management systems with HiJiffy’s innovative communications solutions.

Specifically developed for the hospitality industry, HiJiffy’s AI-powered Booking Assistant is integrated with the hotels’ management systems and relevant social media channels and messaging apps including Facebook, Instagram, Google My Business, WhatsApp, Line, WeChat, and Telegram.

“Using this technology, guests can make reservations quickly from wherever they may be, 24 hours a day, seven days a week, without the need for human interaction, directly in their favourite Social Media or messaging app. More, the AI-powered conversational solution ensures instant response to a range of questions in more than 100 languages with average automation rates above 85 per cent”, explains Tiago Araújo.

The Booking Assistant centralises contacts received via the different channels in a single inbox, maximising efficient management of communication with guests, drastically reducing the number of hours that the front-desk teams dedicate to these tasks each month.

Since HiJiffy’s AI-powered chatbot is inherently personal and informal, hotels can adjust the tone of voice to align with brand guidelines, to ensure digital interactions do not come across as forced or robotic, but rather personalised and engaging interactions. Or in other words, maintaining the human touch. 

What are the most common (and weird) questions from guests in hotels?
Co-Founder & CEO

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