Should I use AI to answer guest messages?
Published October 1, 2026 · 1 minute read
The answer
AI can assist drafting, but messages need accurate property facts, reservation context, and appropriate human oversight. Do not allow a tool to invent amenities, policies, refunds, or repair promises. Handle sensitive data and access through approved processes.
Test difficult scenarios and define escalation. The guest-facing commitment remains part of your operation regardless of how the wording was generated.
This answer is general education. Apply it to the property's actual location, agreements, and circumstances. Where a decision requires professional advice, use a qualified adviser.
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