30 things guests ask a hotel concierge, and which ones an AI concierge can answer

Most of the things guests ask a hotel concierge can be answered by an AI concierge, as long as the answer is written down somewhere: check-in times, parking, breakfast, directions, your own list of local favourites. The questions that still need a person are the ones that involve money, a decision or a pair of hands. Below are thirty common questions, grouped the way they arrive, each marked with who should answer.

Three labels are used. AI concierge: it can answer fully from your information and the booking. AI, then a person: it can answer the first part and gather the details, and your team confirms. Needs a person: it sends a holding message and a summary, and someone on your team takes over.

Arrival

• “What time is check-in, and can we arrive earlier?” AI, then a person. The times are fixed; an early room depends on the day, so the team confirms.
• “Can we leave our luggage before check-in?” AI concierge, from your policy.
• “Is there parking, and do we need to reserve it?” AI concierge.
• “How do we get to you from the airport or station?” AI concierge, from the route you have written.
• “We land after midnight. What do we do?” AI concierge, reading the booking and explaining late arrival.

The room

• “Could we have a quiet room on a high floor?” AI, then a person. The request is noted; room allocation is the team's.
• “Do you have a cot or an extra bed?” AI concierge, if your information says what you have.
• “What is the Wi-Fi password?” AI concierge.
• “The heating in our room isn't working.” Needs a person. Something physical must be fixed.
• “Can we upgrade to a suite?” AI, then a person. It can describe the rooms; any offer and price come from your team.

Food and drink

• “What time is breakfast?” AI concierge.
• “Is breakfast included in our booking?” AI concierge, by reading the rate on the reservation.
• “My daughter is coeliac. Can the kitchen cater for her?” AI, then a person. It can say what you usually offer; for a serious allergy, the kitchen confirms.
• “Where should we have dinner tonight?” AI concierge, from your own list of restaurants.
• “Could you book us a table for eight?” Needs a person, unless you have a way to book that table directly.

Getting around and local tips

• “How far is the town centre on foot?” AI concierge.
• “Can you call us a taxi for 06:00?” AI, then a person. It can give the numbers you trust; ordering the car is your team's job.
• “Is there a bus to the coast?” AI concierge, if you have written it down.
• “Where can we hire bikes or a car?” AI concierge, from your list.
• “Can you arrange an airport transfer?” Needs a person. It involves a booking and a price.

And the local tips, which are where your own list matters most:

• “We only have one day. What should we see?” AI concierge, from your suggestions.
• “What can we do if it rains?” AI concierge.
• “Which walk is easy with small children?” AI concierge.
• “Where is the nearest pharmacy or cash machine?” AI concierge.
• “Is anything on in town this weekend?” AI concierge only if you keep a list of events; otherwise it should say so honestly.

Special requests

• “It's our anniversary. Could you arrange flowers in the room?” Needs a person. This is exactly the moment a guest remembers.
• “Can we bring our dog?” AI concierge, from your pet policy.
• “Can we change our dates?” Needs a person.
• “We need to cancel. Will we get a refund?” Needs a person, always.
• “Can I have the invoice in my company's name?” AI, then a person. It collects the details; your team issues the invoice.

Let the assistant answer what is written down, and keep people for what has to be decided.

Two patterns stand out. First, almost everything a concierge virtual assistant can answer depends on information you have already written: a clear page about arrival, rooms, breakfast and the area does most of the work. If you want to start with the questions that arrive through one platform, our list of the most common Booking.com questions is a good companion to this one. Second, every “needs a person” item has the same shape: money, a decision, or a physical task. Those are worth keeping human, with a good summary so that nobody has to ask the guest twice. We expand on this in what you should never automate.

Where Concierva fits

Concierva works as an AI concierge across the phone, WhatsApp, website chat and messages on Booking.com, Airbnb and Expedia. It answers from your property's own information, reads each message with its booking and replies in the guest's language.

Requests that need a person, changes, cancellations, refunds, payments and complaints, go to your team with a summary. You can begin in draft mode and approve every reply until you are happy with how it answers.