ConciergeAI is an AI virtual concierge that lets hotel guests interact with the property over WhatsApp in their own language. It answers questions, logs requests and incidents for staff, and connects to Mews to identify guests, share their account balance, and post extras to their reservation. (expandable detail below) ConciergeAI is a multilingual messaging assistant for hotels and wellness properties. Guests message the property's WhatsApp number and receive immediate, conversational answers about services, schedules, and facilities, drawn from a knowledge base the property configures. The assistant detects the guest's language automatically and replies in that language, while giving staff a Spanish translation of every exchange in a unified inbox. When a request needs a human, it classifies the case (incident, service request, or sales opportunity), routes it to the right team, and keeps the conversation in one thread. The integration with Mews uses the Connector API to make each conversation personal and actionable. When a guest writes, ConciergeAI identifies them in Mews by matching their phone number against active and upcoming reservations, so replies are tied to the correct guest and stay. It keeps guest and reservation data current through a periodic profile sync and through Mews webhooks for reservation and customer events, capturing details such as name, contact information, preferred language, loyalty code, check-in and check-out dates, and assigned room. ConciergeAI also handles account and ordering tasks directly from the chat. When a guest asks what they owe, it retrieves their charges and payments from Mews and presents a clear, grouped balance summary in the guest's language. When a guest requests an extra such as breakfast or parking, it locates the product in the property's catalogue and posts the charge to the guest's reservation, with confirmation back to the guest. For date-specific questions about price or availability, it returns the property's real rates from Mews rather than estimated figures. The result is a single conversational channel that reduces front-desk workload, answers guests around the clock, and keeps guest data, billing, and reservations consistent with Mews as the source of truth.
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