Multi-Property Search

In the Product Highlights series, we delve into the various features and functionalities of the Console, the interface of our Guest Communications Hub. In this article, we discuss the Multi-Property Search feature.

The chatbot handles questions that span across your entire portfolio, whether a guest is still exploring options or simply asking something that applies to all your properties. With Multi-Property Search, every visitor touchpoint becomes an opportunity for your whole portfolio. The chatbot handles cross-property questions automatically, helping guests narrow down their selection faster and move toward a booking, regardless of which property they land on first.

What kinds of questions does the chatbot answer?

Not all guest questions are tied to a single hotel. The chatbot handles three types of queries:

• Property-specific questions: The guest refers to a specific property by name. The chatbot answers using that property’s information. Example: “What are the check-in hours at Hotel Central Porto?”
  
  

With Multi-Property Search, the chatbot also handles:

• Generic questions: The guest asks something that is not tied to any specific property. The chatbot answers using your Global Document. Examples: “What is the cancellation policy?” or “What are the check-in hours?”
• Discovery questions: The guest is still exploring and wants to find properties that match certain criteria. The chatbot searches across your portfolio to give a relevant answer. Examples: “Which hotels are pet-friendly?” or “Which properties are close to the beach?”
  
  

How does it work?

When a question comes in, the system evaluates it and decides the best way to handle it, with no manual configuration needed for each scenario.

1. Is the question about a specific property? The chatbot pulls the answer directly from that property’s information.
2. Is it a broader question? The chatbot draws from your Global Document and, where relevant, your individual property documents.
3. Is the question too broad to answer accurately? The chatbot asks the guest to narrow it down by country, city, or property before proceeding.
   
   

This process is dynamic, not rigid. The chatbot weighs the question, the available context, and the information sources to choose the most appropriate path.

What does this mean in practice?

Guests do not always know which property they want yet. They might be comparing options, looking for specific amenities, or simply curious. The chatbot guides them through the discovery process and points them toward the right property, without requiring your team to step in.

For hotel groups, this means every guest interaction across the portfolio has a chance to convert.

A practical example

A guest asks: “Which of your hotels are close to the beach?”

The chatbot searches across your properties, identifies the relevant ones based on your Company and Property Documents, and responds with the options that match, helping the guest move forward in their booking journey without any manual intervention.