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AI assistant
Turning it on, what it can answer, replies and message packs.
Setting it up
How do I turn the AI concierge on or off for a property?
The AI assistant page has one switch for the whole account and a switch for each property under "Which properties it covers". Wherever it is off, guests get a friendly "message your host" instead, and nothing is billed while it is off.
How do I buy more AI replies, or change my pack?
On the AI assistant page, the "Replies & billing" card lists every pack — pick one to subscribe monthly. Underneath, "Run out mid-month? Top up for 30 days" buys a one-off 100 or 250 replies, and "Keep me covered" buys a top-up automatically when the pool hits zero.
How do I teach the concierge something that isn't in the guidebook?
On the AI assistant page use "Teach your concierge": pick All properties or one property, give it a title, then paste a note or use Upload PDF. It is used from the very next question, and you can remove any entry later.
How do I test the concierge myself before guests use it?
On the AI assistant page use "Try your concierge": pick a published property and chat exactly as a guest would. You get 5 free test messages each calendar month; after that tests spend your guest replies. Test chats never appear in your guest stats.
How it works
Where does the AI concierge get its answers, and what will it not answer?
It answers only from that property's guidebook plus anything you add under "Teach your concierge". It never invents a code, price or time — and door codes, WiFi passwords and your phone number are deliberately kept out of it, so it points guests at the "Tap to reveal" fields instead.
How many AI replies do I get, and do the free ones come back each month?
You get 20 free replies once. They are a one-off taster and never refresh. After that replies come only from a monthly reply pack (from £2 for 50) plus any 30-day top-ups you buy, and they are spent in that order: free trial first, then your pack, then top-ups.
What happens when a guest asks something my guidebook doesn't cover?
It does not guess. It searches the web for the next best answer, tells the guest plainly that it did not come from you, and records the question on your AI assistant page under "Questions your concierge couldn't answer", where "Draft an answer" writes the missing guidebook entry for you to edit.
When it goes wrong
"Your AI concierge is out of replies" — it has stopped answering guests
Your reply pool is empty, so the concierge is paused and guests are being pointed back to you. Buy a 30-day top-up or a monthly pack in the "Replies & billing" card on the AI assistant page and it starts answering again as soon as the payment confirms.
"Add a card first — auto-cover charges the card on your membership"
"Keep me covered" pays for automatic top-ups with a saved card, so it will not switch on until your account has one. Add a card under Billing, reload the dashboard, then choose the top-up size again on the AI assistant page.
"That PDF has no selectable text (probably a scan)" when I upload a manual
That PDF is a picture of the pages rather than text, so there is nothing for us to read out of it. Open the file and try to select a word with your cursor — if you cannot, copy the details that matter into the note box on "Teach your concierge" instead.
"PDFs up to 8 MB" when I upload a manual to the concierge
Upload PDF takes files up to 8 MB. Save or export a smaller copy of the manual, or split it and upload only the pages guests ask about. You can also skip the file and paste the few facts that matter into the note box, which is what the concierge reads either way.
What guests see
What does the AI concierge look like to my guests?
Guests tap the chat button in your guidebook, or "Ask the AI concierge" on the home screen, and type a question — no app, no login. Answers come back in seconds, tagged with the guidebook section they came from.
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