Artificial Intelligence (AI) is transforming all industries. The hospitality industry is rapidly embracing this change. For independent hotels, being part of these developments isn’t just beneficial—it’s essential to satisfy your guests’ expectations and remain competitive. Here we discuss two important AI based trends which hotels are adopting and you can implement now, without a lot of time or costs.
Enhanced in-stay guest experience
For many years, hotel chatbots have been clunky and unable to handle the wide variety of guest queries. They were based upon rules and scripts which had to be pre-defined. If the guest asked something beyond what had been programed in the script, the chatbot had to hand over the chat to a real person. This situation was far from ideal and caused a great deal of guest frustration. Often guests would just not use the hotel chatbot, since it was so limited in functionality.
With the new generation of ChatGPT like AI, this has all changed. Chatbots are no longer constrained by pre-written scripts and rules.
The new generation of AIs can actually understand natural language (and most can understand different versions of natural language e.g. English, French, German, Mandarin etc.) and hold a conversation, as most people have now experienced. This gives the chatbot a massive advantage over its predecessors and allows it to engage with the guest in a meaningful way.
With the new generation AI, the hotel chatbot can now be trained the on all the facts and information about the hotel, and in detail. These are things like the different room types, what restaurant facilities the hotel has, is there a pool, are pool towels provided, off-street parking for a hire car etc. etc. ALL information about the hotel and even local attractions and events can be trained into the hotel chatbot. This enables the AI to be unique and specific for the hotel, and makes the AI extremely helpful and accurate at answering the detailed questions that guests have. The guest gets an immediate answer to their question and the hotel staff are not tied up answering multiple questions which the hotel chatbot can answer very easily. And this is not just a time saving, there is also in increase in guest satisfaction.
The hotel chatbot is also instructed to only answer questions about the hotel. This avoids the AI answering guests’ questions which are not related to their stay and is an important feature of the new generation of AIs.
AI-Driven Pricing and Lead Generation
AI enables hotels to implement dynamic, data-driven pricing strategies, ensuring competitiveness while maximizing revenue. AI systems continuously analyze market trends, competitor rates, seasonal demand, and historical booking data to recommend optimal pricing adjustments in real-time. For instance, AI tools might identify upcoming high-demand periods and proactively adjust room rates to maximize revenue opportunities.
Moreover, AI can interact directly with potential guests pre-booking, discerning their price sensitivity and interest levels. For example, when potential guests engage with hotel websites or booking interfaces, AI hotel chat systems can intelligently gauge their desired price range and preferences. This information can then be automatically relayed to the front desk as actionable leads. Hotel staff can then proactively engage with these guests, negotiate personalized rates, and convert interest into confirmed bookings, creating a more flexible and personalized reservation experience.
Conclusion
By embracing these AI trends, independent hotels can significantly enhance guest satisfaction, streamline pricing strategies, and generate valuable leads—without substantial investments or complex implementations. Adopting these technologies early positions your hotel strategically in a competitive market, ensuring both short-term gains and long-term success.