Helping Guests from First Question to Booking
Hotels answer the same guest questions every day. Is breakfast included? What time is check-in? Is there parking, can we bring our dog, and how far is the airport? Many of these questions arrive late at night, from another time zone, when nobody is at the front desk to reply.
When a potential guest cannot find an answer quickly, they often go back to the search results and book somewhere else. Pingu gives your hotel website an AI chatbot that answers these pre-booking questions instantly, 24/7, using the information you already publish about your rooms, facilities, location and policies.
Because Pingu replies in the guest's own language, international travellers get the same clear answers as local ones. Your team does not have to write a single extra email, and every guest gets a consistent answer, whether they ask at noon or at three in the morning.
Die Herausforderung
Front desk teams are busy with guests who are already at the property: checking people in, handling requests and solving problems in person. Every routine website enquiry about room types, cancellation policies, late check-out or pet rules pulls attention away from that work, and the same answers get typed again and again.
Email inboxes and contact forms make the problem worse. A simple question can wait hours for a reply, and by then the guest may have booked a different hotel. Phone calls interrupt staff during the busiest moments of the day. Hotels need a way to stay responsive around the clock, in several languages, without adding night-shift staff just to watch the website.
Der Support-Ansatz
You train Pingu by adding your hotel website URL, then add documents, FAQs and house rules for anything that is not online, such as local tips or seasonal opening hours. Pingu refreshes its knowledge regularly, so answers stay in line with your latest facilities and information.
When a guest needs something personal, such as a special request, a group stay or a complaint, a member of your team can join the conversation from the dashboard, the Pingu mobile app or Telegram. Real-time notifications mean nothing is missed. Guests get instant answers, and your staff spend their time with the guests in front of them.
