BOOKING VIA AI
How does AI-powered booking work?
How does AI-powered booking work?
The AI asks the guest for the required dates and details, checks availability and current prices in the PMS (Travelline / Bnovo / MEWS), then generates a booking or payment link — or creates the reservation directly. The entire process takes place in the conversation without manager involvement.
Why is the AI not sending a payment link?
Why is the AI not sending a payment link?
Diagnose the situation step by step:
- Open the chat and check whether a previous conversation history is still active. If so — clear it (😎😇😭😚😍) and ask the guest to write again.
- Check the selected rate: if the guest chose “pay at check-in”, an online payment link will not be generated — this is expected behavior.
- Check whether a manager intervened in the conversation before the AI completed its data collection flow — intervention interrupts the request chain.
- If all three points are fine — forward the conversation to support with the chat ID.
The AI created a booking, but it does not appear in the PMS — why?
The AI created a booking, but it does not appear in the PMS — why?
This is standard behavior: a reservation in Travelline is only recorded at the moment the guest follows the link and confirms it. If the guest received the link but did not follow it — the booking is considered unconfirmed and will not appear in the PMS. Ask the guest whether they followed the link.
The AI made a booking using made-up data (name, phone number).
The AI made a booking using made-up data (name, phone number).
This is non-standard behavior that can be fixed at the instruction level. Add an explicit prohibition to the employee instruction:
“Never use test or made-up data for bookings. Always request real data from the guest before creating a reservation.” After adding the instruction, retrain the employee (📚📕📙📗📓📖) and clear the memory.
Can the AI book multiple rooms at the same time?
Can the AI book multiple rooms at the same time?
Simultaneous booking of two or more rooms is not currently supported. For such requests, the AI automatically transfers the conversation to a manager. The manager completes the process manually.
Can the AI add extra services (early check-in) to a booking?
Can the AI add extra services (early check-in) to a booking?
Automatic addition of extra services to a booking is not yet implemented — PMS documentation is being reviewed. In the current configuration, the AI records the guest’s request and passes it to the manager for manual processing.
How do I configure booking for the correct year?
How do I configure booking for the correct year?
Add an explicit rule to the employee instruction:
“Process all bookings within the current year unless the guest explicitly specifies a different year.” After adding the instruction, retrain the employee and clear the memory.
Can the AI make hourly bookings?
Can the AI make hourly bookings?
Direct creation of hourly reservations via the PMS is not currently available — Travelline only supports per-night accounting. Current solution: the AI collects the guest’s details (dates, hours, preferences) and passes them to the manager for manual processing.
The AI said 'booked', but there is no actual reservation.
The AI said 'booked', but there is no actual reservation.
This is a wording issue in the instruction: the AI may have reported “booked” meaning only that the data had been collected. Correct the instruction — replace “booked” with a specific action:
“Details have been passed to the manager” or “Booking link has been sent.” Retrain the employee and clear the memory.
The AI is calculating the number of nights incorrectly.
The AI is calculating the number of nights incorrectly.
Add an explicit calculation rule to the instruction:
“A 1-night booking includes 2 days: the check-in day and the check-out day. The period ‘from the 4th to the 6th’ is 2 nights, not 3.” After adding the instruction, retrain the employee and clear the memory.