We looked at 9,070 inbound calls Akia answered between June 1 and September 21, 2026. Reservations and availability came up in 26% of them, more than anything else. Check-in and arrival questions came up in 10%.
Akia's AI Voice for hotels answers all of them, whether it's someone shopping rates for the first time or a guest who's already checked in. Here are seven example calls she handles, sorted by who's on the line.
How AI Voice handles every call.
- The phone rings and Akia checks the number. The phone number matches a reservation in your PMS. If it's a guest, she already has their name, room, and dates. If it's a new number, a profile and conversation thread gets started.
- Answer any inquiries. Rates, availability, bookings, and questions from your Knowledge Base. For any purchases, a secure payment link is sent while on the call.
- Route calls by what the caller actually needs. Akia routes each call based on the conversation and your workflows, so the guest reaches the right department or the right extension without pressing a button.
- The call is recorded, transcribed, and summarized for your team to review any time.
- It's filed in the caller's conversation along with all guest messages in your Unified Inbox. If the caller sends a message, you'll see their full experience in one thread.
Booking calls from new callers.
1. "Do you have anything open Friday and Saturday?"
Akia checks live availability in your PMS, quotes the rate, and books the room while the caller is still on the phone. She creates a profile and a thread for them on the spot, so the reservation and the call are attached from the first hello.
This is the biggest category of calls, and it doesn't stop when the desk closes. When we looked at 1.4 million guest messages, demand kept coming long after the front desk went home. The phone works the same way.
2. "Do you allow dogs? Is there parking?"
Quick questions like these shouldn't sit in a hold queue. Akia picks up right away and answers from what she already knows about your property: your website, your Knowledge Base, and past guest conversations. The caller gets the real pet fee and parking rules in seconds, rather than being on hold.
3. "Let me just read you my card number."
To keep you PCI compliant, Akia never takes credit card information over the phone. When there's money to collect, she texts a secure payment link right away and stays on the line until it clears.
If a caller reads their number out anyway, Akia detects it and redacts it from the transcript, so it's never stored.
What current guests might call the front desk for.
When the number matches a reservation in your PMS, the call starts with the guest's name, room, and dates already loaded. She'll be ready to answer anything around their stay or reservation information.
4. "Is my room ready?"
With visibility into your inventory, AI Voice answers with the room's real status. Turn on an early check-in offer and suggest it whenever a room frees up early.
5. "Can I get a late checkout on Sunday?"
Guests call about upsells like early check-in, late checkout, upgrades, and extra nights. Akia quotes the price and collects it on the call.
When AI Voice transfers a call.
6. "Can I talk to someone?"
There's no phone tree and no "press 1 for reservations." When a caller asks for a person, or the call hits a rule you set for complaints, refunds, or maintenance, Akia transfers it to the front desk or the right extension on your existing phone system. They will see the existing conversation for context to handle the rest of the call.
Where every call ends up after it's answered.
7. "I already told someone about this."
Every call lands in the caller's conversation in the Unified Inbox, right next to their texts and emails, with the recording, transcript, and summary attached. Transfers to the front desk and calls your staff make from the thread get filed the same way. So anyone on your team can scroll up and see exactly what was said and when.
Review your calls for common patterns.
Every call is tagged with a topic and a sentiment, so you can see what people ask about most without listening to a single recording.
The questions that come up most are the answers worth getting exactly right. If parking comes up a lot and something changes, tell Ask Akia: "Update our parking info: self-parking is now $30 a night." It goes straight into her Knowledge Base, and AI Voice gives the new answer on the next call, the same as web chat and text.
Frequently asked questions
I just installed a new phone system. Do I have to replace it to use Akia?
No. Akia connects to the number you already have, so your VoIP/PBX stays where it is. When a call needs a person, Akia transfers it on your existing setup, to the front desk line or to an extension like housekeeping or the manager on duty automatically.
Does Akia know who's calling?
Yes, when the number matches a reservation in your PMS. The call starts with the guest's name, room, and dates already loaded, which is what lets Akia answer questions about that guest's specific room and stay.
Will guests get frustrated talking to an AI receptionist?
AI Voice answers from your Knowledge Base, so guests get their answer right away instead of waiting on hold. Akia talks in natural conversation, with no phone tree and no "press 1 for reservations." When a caller asks for a person, she transfers the call to the front desk or the designated line.
