AI that answers your Booking.com messages
Concierva replies to guest messages on Booking.com, reading each one together with its reservation, in the guest's own language. It is built for small hotels, guesthouses and apartments that cannot keep someone on the extranet all day, and it sends anything sensitive straight to a person.
The questions arrive while you are doing everything else
A guest booked for Friday asks at 23:40 whether there is parking. Another wants to know if breakfast is included in her rate, a third writes in German about a late arrival. You are serving breakfast, cleaning a room or asleep. Booking.com lets you set up message templates and automatic replies for common questions, but a template cannot see that this guest booked the room without breakfast, or that he arrives after reception closes. So the answers wait until you open the extranet or the Pulse app, and the guest waits with them.
How it works
Connect your property
We connect Concierva to your Booking.com messages and load your property information: check-in times, parking, breakfast, house rules, how to get there. The team sets this up with you personally.
Each message is read with its booking
When a guest writes, Concierva sees the reservation behind the message: dates, room type, rate, guest name. It answers from your information, in the language the guest wrote in.
You choose what goes out
Start in draft mode and approve every reply with one click. When you trust the answers, let routine questions go out automatically. Cancellations, refunds, payments and complaints always go to you, with a summary.
What it does
Reads the reservation
Dates, room, rate and guest name are in view, so the reply fits this booking rather than a generic guest.
The guest's language
A question in Italian gets an answer in Italian, one in Polish an answer in Polish, without you switching tools.
Your information only
Answers come from what you have written about your property. If something is not there, Concierva says the team will confirm instead of guessing.
Hand-offs with a summary
Cancellations, date changes, refunds and complaints go to your team by email and notification, with a short summary of what the guest wants.
Draft or automatic
Approve every reply at first, then let routine answers go out on their own. You can switch back at any time.
Next to your other channels
Booking.com messages sit in the same inbox as Airbnb, Expedia, WhatsApp, website chat and calls.
Booking.com templates by hand / With Concierva
- Booking.com templates by handWith Concierva
- The same text for every guestA reply that fits the dates, room and rate of this booking
- You choose the language or write it yourselfAnswers in the language the guest wrote in
- Covers the questions you anticipatedAnswers anything your property information covers
- Nothing happens until someone opens the extranetRoutine questions answered at any hour
- Sensitive requests mixed in with the restCancellations and complaints flagged for a person, with a summary
Questions
Does Concierva replace Booking.com's own templates?
It can work alongside them. Templates are fine for fixed messages; Concierva handles the questions that need the booking details or a specific answer.
Will it cancel or change a reservation?
No. Cancellations, date changes, refunds and payments always go to a person, with a summary of the request.
What if a guest asks something I have not written down?
Concierva will not make it up. It tells the guest the team will confirm and sends the question to you, so you can add the answer to your information for next time.
Do I have to let it send replies on its own?
No. You can keep it in draft mode, where every reply waits for your approval, for as long as you like.
Do I need to change my PMS?
No. Concierva works on top of your existing system; we check the connection with you on request.
Read the articleHow to answer Booking.com messages automatically without sounding like a robot
Automatic replies save time, but guests notice when nobody has read their message. How to automate Booking.com replies that still sound like your house.
Read the articleThe 20 questions guests ask on Booking.com, with model answers
From parking to late check-in: the questions that fill a Booking.com inbox, grouped by stage of the stay, with answers you can adapt today.
Read the articleGuests who write in German, Italian, Hebrew or Polish: answering in their language
How to reply to guests in their own language without a translator on staff: the traps of copy-paste translation, tone, names and dates.
Let the late-night questions answer themselves
Tell us about your property and we will set up Booking.com messages with you, in draft mode first.