AI concierge for hospitality guest messaging

A 2 a.m. text about parking. Handled. Without you.

ApexOS answers guest messages from your own knowledgebase when it’s confident, and leaves a draft for your team when it isn’t. Your policies, your wording, one thread per guest.

AI concierge, inside the unified inboxInbox

The unified inbox at 2:07 AM, with AI Autodrive on. A guest at Cedar Lake Cabin texts asking what time checkout is on Sunday and where to park a second car. Autodrive checks the knowledgebase; its confidence reaches 94%, above the 85% bar, so it replies on its own: checkout is 10 AM, and the second car goes on the gravel pad by the garage. Beside the thread, the linked reservation shows the knowledge item it used, Checkout and parking, cited for the team and not sent to the guest. At 2:19 AM another guest asks to check in at noon instead of 4. Confidence is 61%, below the bar, so nothing is sent; Autodrive leaves an internal note with its draft and its confidence. At 8:14 AM Dana Brooks, assigned to the conversation, rewrites the draft and sends it herself: noon works.

AI guest messaging for vacation rentals, RV parks, hotels and marinas

Answered when it’s sure. Handed over when it isn’t.

It answers from your rules. Not the internet’s.

Replies come from your knowledgebase: the policies, FAQs and approved wording your team keeps current. Reservation, price and policy facts come from there and nowhere else.

  • Your policies, FAQs and wording
  • Only what your team has published
  • Directions sent as a map link

A photo of a smiling guest in a yellow raincoat, coffee in one hand, texting on her phone. Over it, a text from a guest at Cedar Lake Cabin: Are dogs allowed? Autodrive answers at 93% confidence: yes, up to two dogs, kept off the beds. The answer is cited to the Pet policy item in the Pets category, for the team; the guest just gets the answer. The guest then asks for directions from the highway, and the reply is a Google Maps link to the cabin. A note reads: Nobody had to go find the house rules.

Confident, it sends. Unsure, it asks you.

Autodrive replies on its own only when its confidence clears your bar, 85 out of 100 unless you change it. Below that, it leaves the draft and its confidence as an internal note for your team.

  • A confidence bar you set
  • Unsure replies wait as drafts
  • You choose which topics it covers

The inbox settings, with AI Autodrive on and the confidence threshold at 85%. Of the six areas, guest questions and FAQs, check-in and check-out info, after-hours coverage and operations dispatch are on; quotes and payment links, and owner communications, are off. Two messages arrive. A question about the coffee maker reaches 92% and the reply is sent. A question about whether the hot tub is heated in late October reaches 70%, below the bar, so it is not sent: it becomes an internal note with the draft, left for the team.

Remembers the guest who asked for the lakeside dome. Last year.

Guest memories are captured from their messages and your team’s notes, and replies use the ones that matter most, pinned first. A returning guest doesn’t have to explain themselves twice.

  • Preferences captured from messages
  • Pinned memories come first
  • Your team can edit or pin them

A photo of two guests in a glamping dome by a lake, a woman reading and a man with a coffee, and their dog. Over it, Hannah Ruiz’s guest memories: a pinned preference for the lakeside dome, added by staff. She texts that she’ll be late again, around 10 PM, and a new memory appears, badged AI-inferred: usually arrives late in the evening. An AI draft then welcomes her back, says the lakeside dome is saved and the path lights will be on for her late arrival, using both memories, pinned first. A note reads: She didn’t have to tell anyone twice.

Every channel in one thread. Even the calls you missed.

Texts, email, chat, guest portal and OTA messages land in one conversation per guest. Missed calls get a summary and a spot in the Missed Calls view, so your team follows up from one list.

  • SMS, email, chat, portal and OTA
  • Missed calls summarized, not lost
  • Views like Needs Reply and Unassigned

The inbox. One guest’s messages from email, an OTA, the guest portal and SMS land in a single conversation, one thread with one history. Then the view sidebar, with Needs Reply, Unassigned, Assigned to me, Snoozed, Missed Calls and All, switches to Missed Calls. A missed call from Ben Carter shows a call summary: disposition missed or voicemail, sentiment neutral, next steps call the guest back, and the linked reservation. It is assigned to Dana Brooks, who follows up from that list.

AI concierge features for hospitality guest communication

A night shift that actually read the handbook.

Autodrive answers an incoming message on its own only when the AI says it can answer and its confidence clears the bar. It skips any channel that can’t send a reply from the inbox.

Autodrive

AI concierge FAQs

Reasonable questions.

What is an AI concierge for vacation rentals?

An AI concierge answers guest messages for you, from what your property actually knows. In ApexOS it replies from your own knowledgebase when it’s confident, leaves a draft for your team when it isn’t, and works in the same inbox and guest threads your team already uses.

Does it replace our guest services team?

No. It answers only the topics you switch on, and only when its confidence clears the bar you set. Everything else waits as a draft with its confidence attached, for a person to edit and send.

Where do its answers come from?

Your knowledgebase. Reservation, price and policy facts come only from the property knowledge your team keeps. The one exception is local questions, like nearby restaurants and drive times, which it can look up on the web.

How does it decide when to answer on its own?

With a confidence threshold. Autodrive sends a reply only when the AI says it can answer and its confidence meets your bar, 85 out of 100 by default. A channel can set a higher bar for its own conversations.

Which channels does it work on?

Any conversation in the unified inbox that can take a reply: SMS, email, chat, guest portal and OTA messages, gathered into one thread per guest. Autodrive skips a channel that can’t send a reply from the inbox and says why.

Book a demo

Someone texted at 2 a.m. They got an answer.