A hotel WhatsApp concierge for direct bookings, from enquiry to review
A hotel WhatsApp concierge answers availability and tariff questions instantly, collects a booking deposit through a Razorpay payment link, sends pre-arrival information automatically, and stays available during the stay for requests like late checkout. Built on a Convo360 flow, it turns WhatsApp enquiries into confirmed, direct bookings without paying an OTA commission on each one.
- Most guests message on WhatsApp before they book anywhere else, so answering in seconds keeps them from opening an OTA app.
- A Razorpay payment link inside the chat converts an enquiry into a confirmed, paid booking the same minute.
- Pre-arrival and in-stay messages reduce front-desk calls and repeated questions.
- A short post-stay message asking for feedback costs nothing extra to send once the flow exists.
Why WhatsApp enquiries slip away
A guest finds your property on Instagram or Google, taps the WhatsApp button, and asks about a weekend in November. If nobody replies within a few minutes, they open an OTA app instead, even though the OTA charges you 15-20% commission on that same booking.
Small hotels and homestays in Goa, Coorg, Manali and Rishikesh lose a meaningful share of direct revenue this way, not because their rooms are wrong, but because the reply came too late. Weekend enquiries in particular tend to arrive in bursts on Thursday and Friday evenings, exactly when front-desk staff are busiest with check-ins for the current guests, and least able to type out a detailed tariff reply.
Over a season, that gap between a fast automated answer and a slow manual one can be the difference between a fully booked calendar and empty rooms that only an OTA ends up filling, commission and all.
What an AI concierge actually answers
An AI agent with your property details in its knowledge base handles the questions that repeat every day: room types, tariff by season, breakfast inclusions, pet policy, check-in time, distance from the station or airport.
- Availability for a given date range (answered from your calendar or a simple Sheet)
- Tariff and what is included
- Cancellation and refund policy
- Amenities: pool, parking, Wi-Fi, AC
- Nearby attractions and how to reach the property
When a question needs a human, such as a large group booking, a custom package for a wedding party, a request that falls outside your standard policy, the flow hands over to your reservations team through the live chat inbox instead of guessing at an answer. This matters as much as the automation itself: a concierge that occasionally says the wrong thing about cancellation terms causes more damage than one that simply says "let me check with our team".
The booking-to-deposit flow
Once the guest confirms dates and room type, the flow moves straight to payment: a Send Message block explains the deposit amount, followed by a Razorpay payment link block. The guest pays inside the same chat window, and the booking is marked confirmed only after payment succeeds.
This single step, asking for a deposit at the point of interest, is what separates a real booking from a browsing enquiry. Many small properties lose bookings not because the guest changed their mind, but because the gap between "sounds good" and an actual payment link gave them time to compare three other options first.
A held room without a deposit is really just a longer enquiry, and the concierge flow is built to close that gap the moment interest is highest.
Building it on Convo360
- Create an AI agent in your workspace and upload your tariff sheet, policies and FAQ as a knowledge base document.
- In the Flow Builder, start a chat flow with the New Conversation trigger, greet the guest and offer a List Menu: Check Availability, Tariff, Location, Talk to a Person.
- For Check Availability, use an AI Reply block grounded in your knowledge base, followed by a Razorpay payment link block for the deposit.
- Add a Wait / Delay block set to a day before arrival to trigger a pre-arrival message with directions and Wi-Fi details.
- During the stay, keep a simple menu active for requests like late checkout or extra towels, routed to the front desk's live chat.
- After checkout, a final Wait block sends a short review request.
See Flow Builder docs and WhatsApp setup for the exact steps. Most properties can have this running within a day, since the flow itself is a handful of blocks and the knowledge base is just your existing tariff sheet uploaded as a document.
In-stay requests and the post-stay review
Guests already have your WhatsApp number saved from the booking conversation, so it becomes the natural channel for in-stay requests too, extra pillows, a late checkout, a taxi to the airport. A simple List Menu covering the five or six most common requests keeps these quick, with anything unusual routed to the front desk directly.
After checkout, a short, low-pressure message asking for a review or feedback, sent a day or two later via a Wait / Delay block, costs nothing extra to run and gently nudges satisfied guests toward leaving a review on Google or your listing page.
What it costs
Convo360's Pro plan at ₹2,999/month (excluding GST) covers the AI agent, flow builder and WhatsApp channel needed for this. Razorpay's own transaction fee applies to the deposit payment, and WhatsApp per-message charges are billed by Meta directly since Convo360 is BYOK: you connect your own WhatsApp number and pay Meta's rate with no markup added.
| Item | Who charges |
|---|---|
| Platform (flows, AI agent, WhatsApp channel) | Convo360, ₹2,999/month, Pro plan |
| Deposit payment processing | Razorpay's standard rate |
| WhatsApp conversation | Meta, at cost, no Convo360 markup |
For a small property, this is typically a fraction of what a single OTA commission on one weekend booking would cost, which is why many homestay owners see it pay for itself within the first few direct bookings each month.
Example conversation
Industry guide: AI agents for Hotels & Travel — Bookings, itineraries & 24/7 guest support.
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Frequently asked questions
Can the WhatsApp concierge check real-time room availability?
It can check availability from a connected Google Sheet or your booking calendar via an HTTP/API request block, so it reflects the same inventory your front desk sees.
Is the payment collected on WhatsApp secure?
Yes. The Razorpay payment link block opens Razorpay's own secure checkout page; the platform never stores card details, and the bot never asks for card numbers directly.
What happens if a guest asks something the AI cannot answer?
The flow escalates to your reservations team's live chat inbox, so a human takes over the same conversation without the guest repeating themselves. This keeps the AI from guessing at policy details it is not confident about, such as an unusual cancellation or a custom group rate.
Does this replace our OTA listings?
No, it works alongside them. The aim is to convert guests who already found you directly, on Instagram or Google, before they default to an OTA out of convenience.
Related reading
Available across India — see WhatsApp & AI calling automation by state and city.