The front desk
Practical writing for people who run hotels, guesthouses and villas: guest messages, channels, reviews and the front desk, by day and by night.
What guests ask after 22:00
Late arrivals, key boxes, parking and breakfast: the questions that arrive when nobody is at the desk, and how to answer them well.
Read the article →
The midday rush: a full desk and a ringing phone
Check-ins, check-outs and a phone that will not stop: how to stop losing bookings in the busiest hours of the day.
Read the article →
What you should never leave to an AI at the front desk
Cancellations, refunds, payments, complaints and safety belong to a person. Here is how a good hand-off works: a holding reply and a clear summary.
Read the article →
One inbox for five platforms: a day at a guesthouse with Concierva
Booking.com, Airbnb, Expedia, WhatsApp and website chat in one place, plus the phone. A fictional day at a small guesthouse, from 07:00 to 23:30.
Read the article →
What is an AI concierge? A plain-language guide for hotels, guesthouses and villas
What an AI concierge actually does, where it helps a small property, where it should stop, and how to start without losing your personal touch.
Read the article →
Virtual concierge vs hotel chatbot vs AI receptionist: what is the difference?
Three names for tools that talk to guests, and three quite different jobs. What each one does, and which a small hotel, guesthouse or villa really needs.
Read the article →
The digital concierge across the guest journey: before booking, before arrival, during the stay and after check-out
What a digital concierge should answer and send at each step of a stay, on which channel, and where a person should take over.
Read the article →
Why we called it Concierva: a virtual concierge with the standards of a real one
Concierge plus virtual assistant: the story behind the name Concierva, what a great concierge does, and what we believe should always stay human.
Read the article →