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The problem is not new: nothing annoys hotel guests more than having to wait at reception. Whether it’s to check in on arrival or to get information during their stay, queuing at the front desk is an unpleasant experience that can quickly have a negative impact on your hotel’s reputation. And the shortage of staff in the hotel industry (estimated at 1.2 million hospitality workers in 2022 by the European Travel Commission) doesn’t help matters. Fortunately, there are technological solutions that can help you reduce queues at the reception, supporting both your guests and staff.So, how do you clear the endless queues at your hotel reception and make sure your guests leave with a smile? Here are a few ideas.1. Offer online check-in and check-outAccording to a study conducted by Coach Omnium, a French firm specialising in consultancy and marketing and economic studies for the hotel industry, 53% of hotel guests are irritated by the time wasted on arrival and departure. That’s understandable. After a long journey, no one wants to have their patience tested by waiting in line at the hotel reception. Whether you want to rest in your room or drop off your suitcases before going to explore the city, check-in should be as simple as it is fast. And similarly, at the end of the stay, travellers are often in a hurry, with tight schedules to meet for their return flight or train, and certainly don’t want to waste time queuing to check out. What’s the solution? Offer online check-in and check-out! How does it work? All you need to do is to send an online pre-registration form to your guests.  They can then enter all their personal information directly on the form before they arrive. Once they arrive, they won’t need to do this again, which means less time spent at the front desk. The same applies to checking out. All you have to do is send an online check-out form, and that’s it. But you still have to remember to send these forms in advance of the guest’s arrival. HiJiffy’s solution automates the sending of pre-check-in and check-out forms via WhatsApp, thanks to integration with your PMS. No more worries! This AI-powered solution takes care of it for you, saving time and work for your hotel teams. With an opening rate of more than 80% on WhatsApp, this allows hotels to digitise around 6 out of 10 check-ins, which significantly reduces queues at reception when guests arrive.2. Offer a digital keyBut, even if your guests manage to self-check in via a pre-check-in form sent before their arrival, don’t they still need to go to the front desk to pick up their key? Not necessarily, because it is also possible to offer digital keys, thus avoiding any visit to the front desk when guests arrive or leave. What is a digital key? As the name suggests, it is a digital key that allows guests to access their room without the need for a physical key. Instead of using a magnetic card or any other type of key, hotel guests open the door to their room using their smartphone or mobile app.With HiJiffy’s Guest Communication Hub, you can combine the automatic sending of the pre-registration form with a digital key. And just like that, no need to wait in line at your hotel’s reception. 3. Offer self-check-in terminalsIn the same vein, another way to avoid queues at reception by automating check-in and check-out is to offer automatic check-in terminals. Unlike with online check-in, here, guests check in on-site but do not need to be assisted by your reception staff. How? They can check in themselves on arrival by entering their personal details directly in the terminal. They will be then assigned a room and a key without the need for them to go to the front desk.The same goes for check-out. They can pay their bill and put their key back in the terminal, thus avoiding queues at reception. 4. Engage a virtual concierge Waiting at the front desk doesn’t only happen at the time of arrival and departure. During their stay, guests may have questions, want to book other services in your hotel or ask for local recommendations. That’s when a virtual concierge can turn out to be a handy support to your staff. But what is it? A virtual concierge is an AI-powered technology that helps assist hotel guests by handling their requests. In other words, it allows guests to get answers to their questions completely digitally without having to go to the front desk. Need to ask what time breakfast is served or book a table in the hotel restaurant? No problem! Guest requests and queries are processed automatically at any time of the day or night. The HiJiffy in-stay solution is available 24/7 in over 130 languages. Say goodbye to front desk queues! This applies not only to on-site guests but also to future guests who want to get information over the phone. HiJiffy’s conversational AI automatically resolves more than 85% of questions, significantly decreasing the number of incoming calls. Lake District Hotels, a group of family-run hotels in England, implemented HiJiffy’s solution and observed a decrease in incoming calls by 70% while increasing its direct bookings. Yes, having a virtual concierge will not only allow you to reduce the waiting times at the front desk but also increase your revenue.5. Offer a dedicated queue to customers who are members of the loyalty programmeFinally, another way to minimise the queue at the front desk of your hotel is to set up a dedicated queue for guests who are members of the loyalty programme. This makes it possible to better manage the flow of customers at the front desk while offering a personalised service for loyal customers. Offering a dedicated queue for loyalty programme members can also give you a competitive advantage. It incentivises more guests to choose your hotel over the competition, and, at the same time, it encourages guests who are not members of your loyalty programme to join. ———–By applying these tips, you can put an end to long queues at the reception and, above all, ensure your guests arrive and leave your hotel with a smile (and hopefully leave a glowing review!).

Ask any of your hotel teams dealing with incoming queries, and you’ll quickly realise how hot of a topic it is in the industry. The volume of work keeps on increasing due to peak demand, opening up new communication channels to meet guests’ expectations, and having fewer team members available to manage it all due to staff shortages in hospitality.In this article, you’ll find answers to some burning questions:Why do prospective guests have so many questions about their stay?What matters the most in guest communications? What gets in the way?Why is conversational AI so beneficial to hotels?And finally:What are the most common questions asked by travellers and hotel guests?We decided to share our data about the most common topics that show up in hotel guest questions from the summer of 2023, to help your teams review and improve information about your hotel and be better prepared for the next peak season. If they ever need support answering all the queries, our solution is here to help.At HiJiffy, we work towards the mission of developing the most advanced conversational AI for hospitality. Over 1,800 hotels in 50+ countries around the globe use our Guest Communications Hub to automate responding to incoming queries across the entire guest journey, 24/7, in 130+ languages, and across the most popular social media platforms and messaging apps.Now, let’s dive into exploring the most common guest questions in a hotel:The volume of queries from guests and travellers can be overwhelming for your hotel teams such as Reservations of Front Desk. To illustrate this with data, HiJiffy’s AI engaged in 1,707,204 conversations in the summer season of 2023 alone (June-August). You may wonder, considering your marketing team puts so much effort into providing information about the hotel on the website and distribution channels: why are there still so many incoming questions? Here are some of the most common reasons:Information overload (or gaps). Hotel websites can be cluttered with information or visually overwhelming, making it difficult for visitors to find specific details they are interested in. If they cannot identify it quickly and easily, they are likely to send their questions directly through available hotel communication channels, or seek it on the OTAs platforms. Alternatively, the information they seek may simply not be available on the website.Clarity and reassurance. Even though the information might have been found by a prospective guest, they may want to double-check its accuracy, especially if the details are critical to their stay. Speaking directly to a hotel representative or having confirmation about some policies in writing can provide the necessary reassurance and build trust towards your brand.Language barriers. For international travellers, English might not be their first language. They may doubt their own understanding of the information and seek an opportunity to have the questions answered in their native language or ask as many supplementary questions in English as they need to feel confident they understood it correctly.Unique queries and special requests. Guests often may have questions that require a personal approach and case-to-case considerations, be it a late check-in, organising special events, or arranging a surprise for their companion.Change of plans. After the booking, guests may need to modify or even cancel their reservation. While your hotel may have clear policies and procedures published on the hotel website or stated in a confirmation email, guests may want reassurance that the changes are possible or try to avoid the necessity to pay extra fees due to their circumstances. They could also need more information or advice on some logistics.Promotions and offers. Many of the guests’ questions are related to ongoing promotions, package deals, or loyalty programs. Travellers want to be sure they are getting the most available benefits and the best value for their money.Technological barriers. Although increasingly more people are technologically savvy, some travellers may require assistance with some processes, such as booking a stay online.Feedback and complaints. Following their stay, some guests may want to provide feedback about their experience, especially when it didn’t match their expectations. Processing and answering such queries is crucial to improving customer satisfaction, hotel reputation and client retention.Local recommendations. As hotels are commonly seen as local experts, they may receive questions from upcoming guests regarding nearby attractions, restaurants, transportation and other tips.Responding to incoming queries is of key importance in any customer-oriented service, but the impact is even greater in hospitality, which prides itself on the quality of customer service and care towards the (prospective) guests. What matters the most: Gold standards in hotel communicationsThere is a long list of critical factors that have an impact on the perception of the quality of this service, but these five are essential:Response time. Replying to the incoming query in the shortest possible time shows a high level of attentiveness and increases the likelihood of continuing the conversation, which in turn may lead to a boost in customer satisfaction and increased booking conversions.Accuracy and clarity. Always providing information that is correct, verified, and communicated in a way that is easy to understand, regardless of the language used.Personalisation. Addressing guests by their names and referring to specific details of their queries to show attentiveness.Helpfulness and professionalism. Showing goodwill and a problem-solving attitude, and using inclusive and friendly language when approached with any issues.Consistency across all channels. Having an exhaustive knowledge base or a guide for your teams in place to ensure guests receive the same answers regardless of the channel they use to communicate with your hotel.What gets in the way: The most common obstacle in answering guest questionsOn the flip side, there’s a list of key challenges (many of them amplifying one another) that can get in the way of achieving excellence in all the aforementioned areas:Volume of queries. As a customer-centric industry, there is a particularly high volume of incoming enquiries, especially during peak seasons.Multichannel communications. More platforms give more visibility and open new opportunities, but every new channel brings in more incoming messages needing attention.Language barriers. Not all guests will communicate in a local language, or commonly spoken languages like English, and having all language skills available in your teams is difficult.Staff shortages. In Europe alone, there is a 1.2 million hospitality staff shortage, having a significant negative impact on the challenges listed above.Knowledge gaps. Creating and maintaining an up-to-date pool of information about the hotel and all its services, available at all times to your staff, is a time-consuming task.In the last few years, the hospitality industry saw the arrival of conversational AI being used to enhance the capabilities of standard chatbots with features like sentiment analysis, self-learning, voice assistance, or generative AI (like GPT-4). To call it the emergence of a new era of guest communications would not be an exaggeration.Appreciated by guestsUsing a lot of smart technology in their everyday life, guests show a positive attitude towards – or even preference for – interacting with it while staying at hotels. A study by Oracle from 2022 showed that 67% of travellers are interested in staying at hotels that use AI to deliver personalised service. The same research indicated that 36% of hotel guests would opt for a fully contactless, digital service with hotel staff available only on request.Needed by staffTravellers’ fondness for AI is good news, considering the significant staff shortages of 1.2 million in the hospitality sector alone, as announced by the European Travel Commission in 2022. The organisation advised the industry to address this challenge with a strategic solution of integrating AI technologies to support reservation and reception teams. Insights from the usage of HiJiffy’s Guest Communications Hub reveal that hotels using conversational AI optimised for the hospitality sector achieve impressive automation rates. On average, over 85% of incoming queries are autonomously resolved to guests’ satisfaction. Additionally, for the remaining 15% of queries that demand human input, the AI seamlessly transfers guests to the relevant hotel team. This approach ensures that staff members intervene only when their attention is essential, enabling efficient management of guest interactions. Overall, the solution presents a great opportunity for hotels to reduce the volume of work for their teams while maintaining, or even improving their customer service level.Benefits of implementing conversational AI in guest communicationsThe key benefits of using an AI-powered chatbot solution in the context of automating processing and resolving guest queries include:Improved response times and 24/7 availabilityProviding multilingual supportEnhanced guest engagement and satisfactionOptimised staff resources and time allocationData-driven insights for continuous improvementGathering actionable insights from guest interactionsAdapting AI responses based on guest feedbackAutomating processes and facilitating online interactionsBeyond responding to queries, this advanced solution can increase direct bookings, generate more revenue from upselling, boost teamwork, optimise internal communication, and much more by leveraging integrations with other hotel tech solutions.We analysed HiJiffy’s data from the summer of 2023 from over 1,800 hotels across 50+ countries around the world, aiming to provide a comprehensive overview of the most burning questions travellers and guests had when contacting hotels. Beyond the most common topics of frequently asked questions (FAQs), we looked more closely at the differences between various communication channels, identified emerging and seasonal trends, and picked a few unusual questions.HiJiffy’s conversational AI has seven years of training in hospitality and specialises in over 200 industry-specific topics, with new ones added continuously.Top 50 FAQs for HotelsCheck-inWhat time is the check-in?Is it possible to request an early check-in?Can I check in online?Bookings managementHow can I manage my booking?I need to update my reservationCan I change my reservation?Meals plansWhat does the all-inclusive include?What’s included in the half board?What is the difference between all-inclusive and half-board?ContactsHow do I contact the hotel by email?Is there a phone number I can call?What is the best contact for the hotel?Transfers, shuttles and car pick-up serviceI need to book a transfer.I need to book a transfer.Do you have an airport shuttle?Can you arrange transportation from the airport?Spa & WellnessDo you have a spa?Where can I see the spa menu and prices?What massages do you offer?ParkingDo you have parking?How much does the parking cost?Is the parking free?Reservations department contactsWhat are the reservation contacts?Who do I contact to make a reservation?What is the phone number for reservations?RestaurantsWhat are the opening hours of the restaurant?Where can I see the menu?What is served at the restaurant?BreakfastWhat is served for breakfast?What are the breakfast hours?How much is the breakfast?Discounts, offers and partnershipsDo you have any special offers?How do I use my promo code?Is there a discount for large families?Check-outWhat is the check-out time?Is there a late check-out option?What time do you have to leave the room?Booking a tableI’d like to book a table at the restaurantWhere do I make a restaurant reservation?I would like to reserve a table for two.Room types and viewsDo you have family rooms?Do the rooms have a balcony?Is there an ocean view or a public pool view from the rooms?Pet policyDo you allow pets?Are you pet-friendly?What’s your pet policy?CancellationWhat is your cancellation policy?I want to cancel a reservation.Is it possible to cancel my booking?Swimming poolDo you have a swimming pool?Are there any swimming pools at the hotel?Is there an outdoor swimming pool?Room amenitiesIs there a fridge in the room?Do the rooms have a hairdryer?Is there air conditioning in the roomLocationWhat is the hotel address?What’s the location of the hotel?Where is the hotel exactly?Children policyFrom what age do children pay?What is your policy regarding children?Until what age is a person considered a child?Payment methods and termsCareersBooking confirmationWiFiBook day use and day visitorsGymBars and loungesAmusement parksKids clubs, playgrounds and entertainmentSpecial requestsGifts and vouchersWeddingsBook amusement parkSpa & Wellness reservationsSwimming pool/beach towels, sun umbrellas, and loungersBed typeSwimming pool opening timesLoyalty programPackagesAccessibilityRoom serviceEvents & Live performancesAbout the propertySwimming pool accessSpa & Wellness menu and pricesGolfDirect bookings and Best ratesMembers area and loginGroup bookingBaby cots, high chairs and strollersDominant categories: What guests want from a hotelLooking at the list, we can distinguish five main categories of FAQs for hotels:Hotel reservations and bookings questionsThis prominent category illustrates how important it is for guests to have clarity on the status of their booking and any changes that can affect it, for example, booking confirmations, group bookings, and cancellations.Questions about hotel amenities and facilitiesThe second main area indicates the guests’ interest in everything the hotel offers and expected service levels, such as breakfast options, swimming pool facilities, gym equipment, and spa menu.Hotel policies and procedures questionsThis group signifies guests’ need to understand their rights and hotel rules, including check-in and check-out times, loyalty programmes, payment methods, and children policy.Questions about hotel services and special offersAdded-value services and promotions that attract guests or improve their guest experience, for example, airport transfers, gift vouchers, packages, and special events.General informationFinally, many topics can fall into this category, from opening hours or facilities to logistics, to finding the right contacts.The most common topics per channelWhile we observed slight differences in the popularity of certain topics across various platforms, it remains clear that you are likely to receive all kinds of questions on each of them. Here are the most common topics of queries segmented by the popular communion channels.The most popular hotel questions on Website chatThough not varying too significantly from the general list of common topics, the website chat appears to have a big volume of enquiries that may impact the booking decisions (pet policy, payment methods and terms, meal plans) and logistical pre-arrival questions (parking, transfers, the location of the hotel). Having immediate responses available to those queries at all times can increase booking conversion and guest satisfaction.Check-inMeal plansParkingTransfers, shuttles and car pick-up serviceBreakfastBookings managementDiscounts, offers and partnershipsContactsRestaurantsSpa & WellnessCheck-outPet policyCancellationLocationBook a tableRoom amenitiesPayment methods and termsBooking a day use and day visitorsRoom types and viewsSwimming poolThe most popular hotel questions on WhatsAppThis most popular messaging app in Europe and South America is a preferred channel for many guests. Aside from the overall alignment with general trends, there were a few topics beyond the pre-stay stage of the guest journey, for example, enquiries about the WiFi (#11), breakfast (#13) and luggage (#15), as well requests to leave a review (#8).Check-inParkingManage BookingsCheck-outContactsChildren policyTransfers, Shuttles and Car pick-up serviceReviewsDiscounts, Offers and PartnershipsCancellationWiFiRoom amenitiesBreakfastGroup bookingLuggagePayment methods and termsBooking a tableRestaurantsSwimming poolLocationThe most popular hotel questions on Facebook MessengerOn the list, there are several enquiries about special amenities, such as restaurants (#1), buffet (#5), casino (#16) or activities for children (#8), but general questions about job opportunities (#2) and discounts (#3) are among the most popular ones.RestaurantsCareersDiscounts, offers and partnershipsContactsBuffetTransfers, shuttles and car pick-up serviceBreakfastKids clubs, playgrounds and entertainmentWeddingsCheck-inBookings managementRoom types and viewsPet policyBooking a day use and day visitorsSwimming poolCasinoSpecial requestsEvents and special occasionsLocationRoom occupancy and extra bedsThe most popular hotel questions on InstagramIt probably doesn’t come as a surprise that the number #1 question asked on this platform is related to influencers. After all, Instagram facilitated the rise of influencer marketing. Primary a visual platform dominated by lifestyle content, it is a fantastic platform to showcase your hotel’s ambience and facilities. From tasteful room decor and breathtaking views (#12 popular FAQ topic on its own) to spa facilities (#18), mouth-watering food served at your restaurant (#10 and #16) or colourful cocktails at the bar (#13). Showcasing a strong visual appeal or your hotel on this platform can also inspire questions about organising live events, weddings and celebrating other special occasions (#8, #14 and #11, respectively). Leverage this interest by having a clear list of services and facilities available for events hire.InfluencersCareersContactsBooking a day use and day visitorsDiscounts, offers and partnershipsLocationCheck-inEvents & Live performancesTransfers, shuttles and car pick-up serviceBreakfastEvents and other special occasionsRoom types and viewsBars and LoungesWeddingsPackagesRestaurantsPayment methods and termsSpa & WellnessMeal plansParkingThe most popular hotel questions on Google Business Profile (formerly Google My Business)This platform is the most immediate way to ask a hotel a question right from the Google search results or while exploring Google Maps. Logistical questions are popular, from confirming the check-in hours (#1) to car parking and transfers (#4 and #5), but they remain in line with the overall trends in topic popularity.Check-inContactsMeal plansParkingTransfers, Shuttles and Car pick-up serviceManage BookingsBreakfastBook day use and Day visitorsCareersRestaurantsBooking confirmationRoom amenitiesCheck-outPayment methods and termsSpa & WellnessThe most popular hotel questions on WeChatThe robust communication platform showed a significant trend in topics related to COVID-19 (#1, #6), likely due to the predominance of the app’s popularity in China and Southeast Asian countries and local changes related to pandemic-related policies in 2023. Another popular topic different to the overall trends was electricity and voltage (#10), probably common among international travellers outside of Asia.Covid testCheck-inContactsDiscounts, offers and partnershipsGetting thereCOVID-19Connecting and adjoining roomsAirportBookings managementElectricity and voltageRoom types and viewsBars and LoungesCancellationRestaurantsCheck-outHiJiffy’s conversational AI integrates with Facebook, Instagram, WeChat, Google Business Profile, WhatsApp, Line, Telegram, SMS, email, as well as offers its own website live chat widget.Emerging questions from hotel guestsWhile HiJiffy’s conversational AI is specialised in over 200 hospitality-specific topics already, we keep on training it in the new ones whenever we notice an area for development. Some of the latest niche topics we added include:Sports lessonsSafari equipmentKey locksLobbyBicycle parkingArtSuitesGuest showersFemale dormsLockersHouse rulesTipsSeasonal spikes of interestCompared to the previous quarter, we noticed a rise in queries related to the following topics:Swimming pool: beach towels, sun umbrellas and loungersLong-term rentalCampingShoppingCuisineHotel reviewsInfluencersTopics related to water (#1) and outdoor (#3) activities are expected in line with the arrival of summer, perhaps also including a rise of messages from influencers (#7). A boost of requests to leave a review (#6) can also be expected in peak season.Guest can also be seen to more often ask about local food and beverage recommendations (#5) and the best places to shop (#4). Interestingly, there was a spike in interest in long-term rentals (#2), which could be associated with the increase in mobility and remote work; however, it remains a subject for another research.Unusual and weird questions hotel guests askEvery guest-facing team has a few good anecdotes about the most unusual and odd guest queries they received, and so does our conversational AI:“Can you make sure my room number is odd?“Can I bring my own sheets and pillow?”“Brought 2 dogs weighing less than 7kg. What do you think?”“Can I bring my exotic pet?”“Are small hands allowed?”“Can you remove the bed frame and just keep the mattress?Whenever our conversational AI cannot successfully resolve a quest query, it can seamlessly pass on the conversation to your staff. On average, the need for assistance from hotel staff is below 15%.This report identified the most common questions travellers and guests contact hotels about. This data can guide you and your teams while reviewing publicly available information about your properties or improving supplementary information provided after the reservation.If processing the volume of incoming queries remains a challenge for your teams, reach out to us and arrange a personalised demo to see how our Guest Communications Hub can help you by:We hope you succeed in a mission to leave no guest queries unanswered!