# Akia — full content dump
> Concatenated markdown for all published blog posts, case studies, glossary entries, and webinars. Source site: https://www.akia.com
---
## Blog
# Hotel preventive maintenance: build the program around your repeat offenders
URL: https://www.akia.com/blog/hotel-preventive-maintenance-program
Pull the repair log for almost any property and the same room numbers keep showing up. The AC in 214. The shower in 108. The sliding door in the corner unit that never quite tracks right. Every operator knows this in their gut, and almost no preventive maintenance program is built around it.
Most plans start from the building. Every room gets the same quarterly walk-through and the same filter schedule. That's a reasonable floor. It also spends your hours evenly across rooms that need wildly different amounts of attention, which is why the program can run all year and the same units keep failing.
A better program does two things. It keeps a floor of scheduled work, and it puts real effort into the small set of rooms that generate most of the tickets.
## Why the repeat rooms stay invisible
A single room's history is almost never in one place.
The dishwasher breaks in February. A different tech handles the clogged toilet in April. The television gets logged in May by whoever was on shift. Every ticket closes cleanly, the [housekeeping status](/glossary/housekeeping-status) flips back to clean, and nothing about any one of them says "this unit has a problem."
So the room keeps getting patched instead of diagnosed. "AC not cooling" gets a filter change. A few weeks later it's "AC not cooling" again, because the real problem was the compressor. The sixth television reset happens before anyone asks why the television keeps needing one.
A dozen tickets on one unit are invisible as a dozen afternoons and obvious as one list. Making that list is most of the work.
## What a preventive maintenance program actually needs
Four pieces, in order of how much they matter.
**A room-level history.** Every repair lands on the room it happened in, and stays there. This is the piece most properties skip, and without it the other three are guesswork.
**A scheduled floor.** Filters, batteries, caulk, and safety checks on a fixed cadence so the predictable failures never become tickets.
**An inspection rhythm.** Someone walks rooms on purpose, with a checklist, rather than only seeing a room when it breaks.
**A repeat-offender list.** A short list of units getting root-cause attention instead of another quick fix.
## An inspection cadence that holds up
| Cadence | What gets checked | Who |
|---|---|---|
| Every turn | Lights, remote batteries, drain flow, toilet flush, AC response, safe, door lock, visible damage | Housekeeping, as part of the clean |
| Weekly | Vacant and [out-of-order](/glossary/out-of-order-room) units, common-area lighting, pool and gym equipment | Maintenance |
| Monthly | HVAC filters, smoke and CO detectors, GFCI outlets, caulk and grout, water pressure, exterior doors | Maintenance |
| Quarterly | Deep HVAC service, water heater flush, appliance service, furniture and mattress condition, balcony rails | Maintenance, with a supervisor walk |
| Annually | Roof and gutters, exterior paint and seals, major appliance replacement planning, capex review | Property leadership |
The per-turn line does the heaviest lifting. Housekeeping is already in every room, every turn, so a short checklist there catches more than a quarterly walk ever will. The trick is giving them a way to log what they find in ten seconds, because a checklist that costs two minutes and a walk back to the desk doesn't get used.
## The room-by-room checklist
Run this on a monthly cycle, and the shorter version every turn.
**Bathroom**
- Toilet flushes fully and refills without running
- Sink and shower drain within a normal count, no standing water
- No leak under the vanity or behind the base of the toilet
- Grout and caulk intact around tub, shower pan, and vanity
- Exhaust fan pulls air, no rattle
- Hot water reaches temperature within a reasonable wait
**Climate and air**
- Thermostat matches actual room temperature
- Unit responds to a setpoint change within a few minutes
- Filter clean and dated
- No condensate pooling, no water stain on ceiling or wall below the unit
- Vents clear and quiet
**Electrical and electronics**
- Every lamp and fixture works, including closet and balcony
- Television powers on, connects, and holds signal
- Remote batteries fresh, remote actually paired
- GFCI outlets trip and reset
- Wifi reaches the far corner of the room
**Doors, locks, and safety**
- Door lock reads a key on the first try, closes and latches on its own
- Safe opens, closes, and resets
- Smoke and CO detectors test clean, batteries dated
- Balcony and window locks secure
- Peephole and door viewer clear
**Kitchen, where you have one**
- Fridge holds temperature, no ice buildup
- Dishwasher runs a full cycle without leaking
- Disposal runs clear
- Burners and oven reach temperature
- Under-sink connections dry
**Furniture and finish**
- Drawers and closet doors track properly
- Chair and bed frame joints tight, no exposed hardware
- Blinds open, close, and are all present
- No chipped paint or damaged drywall at guest height
## How to find your repeat maintenance issues
You need every repair attached to a room, and a way to sort by room.
Pull the last twelve months of repairs and count tickets per unit. Sort descending. The top of that list is your program. Take the worst few units [out of order](/glossary/ooo-oos) for long enough to fix the cause rather than the symptom, and use a [maintenance block](/glossary/maintenance-block) so the room isn't sold out from under the tech halfway through.
Then look at what those units have in common. Repeat offenders usually cluster: same wing, same HVAC unit age, same appliance model, same plumbing stack. One root cause often explains a dozen tickets across four rooms, and fixing it clears more of the queue than working faster on everything.
The rest of the [room inventory](/glossary/room-inventory) keeps the scheduled floor and mostly stays quiet. That's the whole point of separating the two.
## The part that breaks in practice
Logging every repair is exactly the step a busy team skips. A guest mentions the television in passing, someone swaps it, and it never becomes a record. The pattern never forms because half the data never got captured, and the problem unit keeps looking like a string of unrelated one-offs.
This is where guest messaging earns its place in an operations stack. When a guest texts "the TV in 214 won't turn on," Akia opens the maintenance task with the room already attached, then answers the guest while she's at it. Nobody stops to type it in, and the tech sees it in [Team Chat](/platform/team-chat) before the guest has put the phone down.
Multiply that across every message and every room and the log stops being half-kept. It becomes a complete history, which is the only kind that can tell you the unit was never really about the television.
## FAQ
### What is preventive maintenance in a hotel?
Preventive maintenance is scheduled work done before something fails, rather than repairs made after a guest reports a problem. In a hotel or vacation rental it usually covers HVAC service, plumbing checks, safety device testing, and appliance servicing on a fixed cadence, plus room inspections that catch wear before it becomes a complaint.
### How often should hotel rooms be inspected?
A short check every turn, run by housekeeping, catches the most because someone is already in the room. Layer a monthly maintenance inspection on top for filters, detectors, and plumbing, a quarterly deep service for HVAC and appliances, and an annual review for roof, exterior, and capital planning.
### What should a hotel preventive maintenance checklist include?
At minimum: toilet and drain function, leaks under fixtures, HVAC response and filter condition, every light and outlet, television and wifi, door lock and safe, smoke and CO detectors, and the condition of blinds, furniture, and finishes. Keep it short enough to run in a few minutes so it actually gets done.
### How do I find which rooms cost the most to maintain?
Count repair tickets per room over the last twelve months and sort by volume. Rooms only look like repeat offenders when their history sits in one place, so the first step is making sure every repair is logged against a specific unit rather than a date and a technician.
### What's the difference between preventive and reactive maintenance?
Reactive maintenance responds to something that already broke, usually while a guest is in the room. Preventive maintenance is scheduled ahead of failure. Most properties run almost entirely reactive without meaning to, because unlogged repairs make it impossible to see which rooms deserve planned attention.
---
See how [Tasks](/platform/tasks) keeps every repair on the room, so your problem units stop hiding in the log. It's the same [guest message](/agents/guest-messaging) Akia already answers, filed as it happens. For the mechanics of queues, assignment, and stages, start with our [guide to hotel task management](/blog/take-the-chaos-out-of-hotel-operations-master-task-management). Works the same across [hotels](/solutions/hotels) and [vacation rentals](/solutions/vacation-rentals).
---
# Guest Satisfaction Survey: 30 Questions and a Template You Can Copy
URL: https://www.akia.com/blog/guest-satisfaction-survey
Most guest satisfaction surveys fail for a boring reason. They're too long, they arrive too late, and they ask things the property already knows.
A good one is short, lands while the stay is still fresh, and asks about the moments a guest actually remembers. Below is a question bank you can pull from, a template you can copy as-is, and the timing that gets people to finish it.
## Key findings
We looked at 58,426 scored survey responses and 19,144 rated stays across Akia properties.
- **96% of guests who rate a stay do it within a day of checking out.** 72.6% rate on checkout day itself and another 23.5% the next day. The response window is about 48 hours wide.
- **Unhappy guests write, happy guests just tap.** 61% of 1- and 2-star raters left a written comment. Only 3.1% of 5-star raters did, a 20× gap.
- **14% of your responses produce 55% of your written feedback.** Scores of 1 to 3 are one in seven responses and more than half of everything anyone actually tells you.
- **Late responses skew negative.** Guests who rate more than a week after checkout average 3.76 stars, against 4.61 for same-day raters, and 32.8% of them give three stars or fewer.
## What a guest satisfaction survey is
A guest satisfaction survey is a short set of questions you send a guest about their stay, collected privately by you instead of publicly on a review site. It measures how the stay actually went, and it gives you the problems in writing while you can still do something about them.
That private part matters. A guest who tells you the shower ran cold has handed you a fix. The same guest, unasked, tells TripAdvisor.
## When to send it
Timing does more work than wording, and the data here is unusually clear.
Across 19,144 rated stays, almost every rating arrives in the first 48 hours:
| When the rating came in | Share of all ratings | Average stars |
|---|---|---|
| On checkout day | 72.6% | 4.61 |
| The day after | 23.5% | 4.60 |
| Two to three days later | 2.3% | 4.48 |
| Four to seven days later | 0.9% | 4.38 |
| More than a week later | 0.6% | 3.76 |
**Post-stay, same day or next morning.** 96.1% of guests who respond at all have responded by the day after checkout. Everything after that is a rounding error, so a survey that goes out on day three is mostly arriving after the audience has left.
**Mid-stay, for anything you can still fix.** A one-question check on the second morning catches the cold shower while the guest is still in the room. This is the version that protects your reviews, because you're finding the problem before the guest gets home and writes about it.
**Skip the arrival survey.** Guests have just walked in. There's nothing to rate yet.
One thing worth reading carefully in that table: the late responses are much harsher, averaging 3.76 stars against 4.61 for same-day. That's mostly selection rather than cause. Ten days after checkout, the only people still motivated to fill out your survey are the ones with something to complain about. Sending early doesn't make guests happier, it just means you hear from the ordinary ones too.
## Which questions matter most
If you only have room for a few, weight them toward the room itself.
When we analyzed one- and two-star reviews, room condition was the top complaint category at 21.8%, six times larger than the next one. Service, location, noise, and price each came in under 4%. Inside those 1,229 room complaints, cleanliness and plumbing dominated, followed by heating and cooling, broken fixtures, smells, and electrical problems. The full breakdown is in [the #1 reason guests leave a 1-star rating](/blog/the-1-reason-guests-leave-a-1-star-rating).
So a survey that asks four questions about your staff and one about the room is pointed at the wrong thing. Cleanliness, the bathroom, and whether everything in the room worked are the questions most likely to surface a complaint before it becomes a review.
## The question bank
Pick six to eight of these. Not all of them. A survey that takes more than a minute gets abandoned halfway, and a half-finished survey tells you nothing.
### Overall
1. How would you rate your stay overall? (1 to 5)
2. How likely are you to recommend us to a friend? (0 to 10)
3. Would you stay with us again? (Yes / No / Maybe)
4. Did the stay match what you expected when you booked? (Yes / Somewhat / No)
### Arrival and check-in
5. How easy was checking in? (1 to 5)
6. Was your room ready when you arrived? (Yes / No)
7. How long did you wait to be helped at arrival? (Under 5 minutes / 5 to 15 / More than 15)
8. Did you get everything you needed to settle in, like the wifi and parking details? (Yes / No)
### The room
9. How would you rate the cleanliness of your room? (1 to 5)
10. How comfortable was the bed? (1 to 5)
11. Was the room quiet enough to sleep? (Yes / No)
12. Did everything in the room work? (Yes / No, and what didn't)
13. How would you rate the bathroom? (1 to 5)
### Your team
14. How would you rate the staff you interacted with? (1 to 5)
15. Did anyone go out of their way for you? If so, who?
16. When you asked for something, how quickly did you get it? (1 to 5)
17. How easy was it to reach someone when you needed to? (1 to 5)
### Amenities and the property
18. Which of these did you use during your stay? (checklist: breakfast, pool, gym, parking, restaurant, bar, spa)
19. How would you rate the one you used most? (1 to 5)
20. Was there anything you looked for and couldn't find?
21. How would you rate the common areas? (1 to 5)
### Value
22. How would you rate the value for what you paid? (1 to 5)
23. Were there any charges that surprised you? (Yes / No, and which)
### Open-ended, and worth keeping
24. What was the best part of your stay?
25. What's one thing we could have done better?
26. Anything you'd want the next guest to know?
Question 25 is the one that earns its place, and the numbers say why. Across 58,426 scored responses, 61% of 1- and 2-star raters wrote a comment. Only 3.1% of 5-star raters bothered.
| Score given | Share of responses | Left a written comment |
|---|---|---|
| 1 star | 3.4% | 60.7% |
| 2 stars | 3.2% | 60.7% |
| 3 stars | 7.3% | 53.1% |
| 4 stars | 15.7% | 27.9% |
| 5 stars | 68.8% | 3.1% |
Happy guests tap five stars and leave. Unhappy guests want to be heard. Scores of 1 to 3 are only 14% of responses but produce 55% of every written comment you get, so the open question is doing almost all of its work for a small slice of your guests. That slice is the one about to write a public review.
### For vacation rentals specifically
27. How clear were the arrival instructions? (1 to 5)
28. Did the property match the listing photos? (Yes / Somewhat / No)
29. How easy was it to reach us during your stay? (1 to 5)
30. Was the kitchen stocked with what you needed? (Yes / No)
## A template you can copy
This is a full post-stay survey at seven questions. It takes about forty seconds to finish.
> **How was your stay at [Property Name]?**
>
> Thanks for staying with us. Seven quick questions, about forty seconds.
>
> **1.** How would you rate your stay overall?
> ☆☆☆☆☆
>
> **2.** How would you rate the cleanliness of your room?
> ☆☆☆☆☆
>
> **3.** How would you rate the team you interacted with?
> ☆☆☆☆☆
>
> **4.** How would you rate the value for what you paid?
> ☆☆☆☆☆
>
> **5.** Did everything in your room work as it should?
> ○ Yes ○ No, and here's what didn't: ____________
>
> **6.** What's one thing we could have done better?
> ____________
>
> **7.** How likely are you to recommend us to a friend? (0 to 10)
> 0 1 2 3 4 5 6 7 8 9 10
>
> That's it. Thank you.
Four rating questions, one diagnostic, one open, one score you can track over time. Every question maps to something a guest can answer without thinking hard.
## Which rating scale to use
**1 to 5 for individual questions.** Guests understand it instantly, and it maps onto the star ratings they already use on review sites. Anything finer than five points is false precision, because nobody meaningfully distinguishes a 6 from a 7 on a bathroom.
**0 to 10 for the recommend question only.** This is your Net Promoter Score. Nines and tens are promoters, sevens and eights are passives, zero through six are detractors. Subtract the detractor percentage from the promoter percentage and you have one number to watch month over month.
Keep the scale direction the same all the way through. Flipping it halfway ruins your data, because people stop reading and answer on autopilot.
## How many questions before people quit
Six to eight is the working range for a post-stay survey. One or two for a mid-stay check.
Every question you add costs you completions, and the questions you drop are usually the ones you weren't going to act on anyway. If you can't name what you'd change based on the answer, cut it.
## What to do with the answers
A survey nobody reads is a survey that annoys your guests for nothing.
**Route the bad ones the same day.** A low score with a written complaint is a service recovery window, and it closes fast. Getting to that guest before they get home is the whole point of asking privately.
**Watch the patterns, not the individual scores.** One person who found the room noisy is a data point. Eleven people in a month who found the room noisy is a maintenance ticket and a room you should stop selling until it's fixed.
**Ask your promoters for the public review.** Anyone who gives you a nine or ten has already written your review in their head. That's the moment to point them at Google.
**Close the loop out loud.** When you fix something a guest flagged, tell them. It's the cheapest loyalty you'll ever buy.
If reviews are the part you're worried about, our guide to [building a review management strategy](/blog/hotel-reputation-management) covers the public side of this, including how a private survey catches the bad review before it's written.
## Let Akia run it
Akia sends the survey over text after checkout and reads every answer that comes back. A bad score doesn't sit in a spreadsheet waiting for someone to notice. She files it to the right person while the guest is still reachable.
She knows which room they were in and what they asked for during the stay, so the survey doesn't ask them things you already know. Guests answer in the same thread they've been texting you in all week, which is why they answer at all.
[See how Akia handles surveys](/platform/surveys)
## Frequently asked questions
**What is a guest satisfaction survey?**
A short set of questions sent to a guest about their stay, collected privately by the property rather than posted publicly on a review site. It usually covers cleanliness, staff, value, and an overall rating, and it gives the property written feedback it can act on.
**How many questions should a guest satisfaction survey have?**
Six to eight for a post-stay survey, one or two for a mid-stay check. Completion rates fall with every question you add, so cut anything you wouldn't act on.
**When should you send a guest satisfaction survey?**
Within 24 hours of checkout. Across 19,144 rated stays, 72.6% of guests rated on checkout day itself and another 23.5% the next day, so 96% of all responses land inside a 48-hour window. Send a shorter mid-stay version on the second morning for anything you can still fix before the guest leaves.
**Do guests actually fill out post-stay surveys?**
The ones who respond do it fast. 96% of guests who rate a stay do so within a day of checkout, and response falls off sharply after that. Guests who respond more than a week later average 3.76 stars against 4.61 for same-day responders, because by then the only people still motivated to answer are the ones with a complaint.
**What rating scale should a guest survey use?**
Use 1 to 5 for individual questions, since it matches the star ratings guests already know. Use 0 to 10 only for the recommend question, which gives you a Net Promoter Score you can track over time.
**What's the difference between a guest satisfaction survey and a review?**
A survey is private and goes to the property, so problems arrive in time to fix them. A review is public and permanent. Surveys are how you keep problems from becoming reviews.
**What should you ask in a hotel survey?**
Cover the moments guests remember: check-in, room cleanliness, the bed, the staff, and value for the price. Include one open question asking what you could have done better, which is where the most useful detail comes from.
---
# Hotel Automation: What to Automate First (and What to Skip)
URL: https://www.akia.com/blog/hotel-automation
Most guides to hotel automation hand you a list of ideas. Very few tell you what other properties have already built.
So we looked. Across 770 properties, one pattern shows up almost everywhere.
## The starting point is the same everywhere
Two things are effectively universal. **98% automate guest messaging**, and **94% have built Mini Apps**, with the median property running 6 of them.
The messaging part won't surprise anyone. Guest messages are the loudest repetitive work in hospitality, so of course that's where automation starts.
The Mini Apps are the interesting half.
## What a Mini App actually is
A [Mini App](/platform/mini-apps) is a little app Akia tucks straight into the chat. The guest gets a text, taps once, and they're in. No app store, no login.
It arrives already knowing who they are and which stay they're on, so a registration form is half-filled before they touch it. And because it opens inside the conversation they were already having, there's no moment where they have to go and find something.
You build them yourself. Start from a template for the usual jobs like a registration card, a guidebook, or a checkout form, or lay one out from scratch with your own colours, logo, and photography. Properties end up building things nobody would have written on a feature list: a pet form, a shuttle request, a spa booking, a form for the one thing their guests always ask about.
The reason to care is engagement. Across 247,000 sessions this year, **more than half of guests who open a check-in or registration Mini App finish it**. It lands in a text people already read, and it takes one tap.
## A typical automation flow
Sorted by what properties actually build, the stack follows the guest journey almost step for step.
**Before arrival.** The registration card and the agreement come first. It's paperwork that has to happen and nobody wants to do it standing at a desk. Akia sends it ahead, the guest fills it in from bed, and your team gets a completed form instead of a clipboard. She chases the ones who haven't finished, so nobody on your side is checking a list. More on [digital check-in](/platform/digital-check-in).
**Arrival.** The check-in flow, with the door code or room number waiting at the end of it. One thing worth knowing from the check-in data: most guests who complete a digital check-in do it on the day they arrive, not days ahead. Send the reminder the morning of, not a week out.
**During the stay.** The [guidebook](/platform/guidebooks) is the most-built app of the whole lot. Properties keep making them because guests keep asking the same twenty local questions, and Akia answers those herself from what you've put in her [Knowledge Base](/agents/knowledge-base). Ask her about the pool hours or the pet policy and she knows, because you told her.
This is also where the automation stops being forms. A guest writes "the AC in 214 isn't working" and Akia reads it, recognises it as maintenance, and opens the task in the right queue with the room number already on it. Nobody transcribed anything. Your engineer sees it on their phone, and the guest gets told it's handled. See [Tasks](/platform/tasks).
**Checkout.** [Payments](/platform/payments) and the checkout flow, and often [tipping](/platform/tipping), which quietly matters to housekeeping teams more than almost anything else on the list. Akia can take the payment inside the same conversation, so there's no folio conversation at the desk.
**After the stay.** A [survey](/platform/surveys), catching the complaint while it's still fixable rather than reading it on Google the following week. When a score comes back low, she can flag it to a manager instead of filing it.
Underneath all of it, Akia is answering the messages that arrive at every stage. She knows which reservation she's talking about, so the answer's already right. More on how [guest messaging](/blog/guest-messaging-a-practical-guide-for-hotels-and-short-term-rentals) works across channels.
## What the flow tells you
Read it in order and the logic is plain. Properties automate paperwork and repeated questions first, because those tasks are identical every single time. Judgment comes last, or not at all.
Then there's [upsells](/platform/upsells), which sit in a category of their own. Everything above them buys your team time back. This is the step that brings money in. Akia will sell the early check-in while you're pouring coffee, right inside the conversation the guest is already having with her.
## What to leave alone
Three things are worth keeping human, and being straight about this is what separates automation that lasts from automation you switch off in a month.
Anything involving a refund decision. A guest who's already upset, where the first reply needs to come from a person. And a complaint mid-escalation, where handing it to software reads as a brush-off. Akia's good at spotting these and passing them over with the full thread attached, which is the part that matters.
## Where to start
1. **Guest messaging.** Nearly every property starts here, and it's the right call.
2. **Registration card and agreement.** The fastest win for your front desk.
3. **Guidebook.** It answers the questions that never stop.
4. **Payment and checkout.** Already standard almost everywhere.
5. **Survey.** Cheap to add once messaging is running.
6. **Upsells.** Where automation stops saving time and starts making money.
## FAQ
**What is hotel automation?** Software handling guest-facing and operational work without someone doing it by hand. In practice it covers messaging, registration, check-in, payments, guidebooks, requests, and surveys.
**What should a property automate first?** Guest messaging. Across 770 properties, 98% automate messaging before anything else, because it's the highest-volume repetitive work in hospitality.
**What is a Mini App?** A small app delivered inside a guest's text conversation. It needs no download or login, arrives knowing the guest's reservation, and can be built from a template or designed from scratch.
**Do guests actually use them?** Yes. More than half of guests who open a check-in or registration Mini App complete it.
**When do guests complete a digital check-in?** Most do it on their arrival day rather than in advance, so reminder timing matters more than the form design.
**Can automation create tasks on its own?** Yes. When a guest reports a problem, Akia can read the message, work out what it is, and open the task in the right queue without anyone retyping it.
**Does hotel automation replace front desk staff?** No. It clears repetitive work so the desk can handle guests who need a person. Refunds, escalations, and upset guests should stay with your team.
**Do vacation rentals automate differently than hotels?** Yes. Rentals lean on guidebooks and access codes, hotels on registration and front desk tasks. Messaging is universal to both.
---
# Which hotel upsells sell best: two offers take 90% of the revenue
URL: https://www.akia.com/blog/which-hotel-upsells-sell-best
Akia analyzed 4,729 paid upsells worth $370,625, sold across roughly two dozen hotel and vacation rental operators over the twelve months ending July 2026. Early check-in and late checkout accounted for 90% of all upsell revenue and 96% of every sale, and the most common price guests paid was $50.
Most properties approach upselling by building a catalog. A year of sales data says the catalog is two items.
## Key findings.
- **Two offers are the entire program.** Across 4,729 paid upsells sold over twelve months, early check-in and late checkout took 90% of upsell revenue and 96% of every sale. Early check-in alone accounted for 58% of revenue on 2,965 sales.
- **The most common upsell price was $50, with $100 the next most common.** The same early check-in sold for $20 at a budget motel and past $250 at a luxury boutique. Price tracked each property's own room rate rather than any industry benchmark.
- **Upsells raised effective ADR by as much as 15%** for a guest who bought one, with the strongest programs in the sample running between 10% and 13%.
- **Asking cost nothing on reviews.** At the same properties, guests who bought an upsell left a five-star review 76.7% of the time against 75.5% for guests who didn't, across 40,590 stays. The confidence intervals overlap, so the finding is no harm rather than a lift.
- **58% of upsells were purchased between 7am and 1pm** in the property's local time, with early check-in cresting near 10am and late checkout near 8am.
## What these terms mean.
[**Hotel upsell**](https://www.akia.com/platform/upsells)**.** A paid add-on sold to a guest after the reservation is already made. The four most common are early check-in, late checkout, an extra night, and a room upgrade.
**Attach rate.** The share of stays that include at least one paid upsell. Across properties running upsells on Akia over the twelve months ending July 2026, that number was 1.59%.
**Effective ADR.** The average daily rate a property actually realizes once ancillary revenue is counted against the room, rather than the rate published at booking.
## Which hotel upsells sell best?
Early check-in and late checkout are the best-selling hotel upsells. Across 4,729 paid upsells sold over twelve months, the two of them took 90% of all upsell revenue and 96% of every sale, and early check-in on its own accounted for 58% of revenue on 2,965 sales at a $59 median price.
The two offers tied to the edges of the stay carry the whole program, and there's a reason beyond guest demand. An early check-in is a room that's already clean, handed over three hours early. A late checkout is that same room, released three hours later. Neither costs a kitchen ticket or an extra turn, which is why the typical one sells for about $60 and stays close to pure margin.
Extend stay is the opposite shape. It sold 163 times over the year, 3% of all upsell volume, at a $192 average that's more than double any other offer. Room upgrade barely registered at 43 sales across the entire twelve months.
Operators usually take the wrong lesson from this and conclude they need more offers. The data says the opposite. Two offers, priced sensibly and sent at the right moment, are the program.
## What should a hotel charge for early check-in?
The most common price guests paid for an upsell across Akia's twelve-month sample was $50, with a median early check-in of $59, and the same early check-in offer ranged from $20 at a budget motel to past $250 at a luxury boutique.
There's no correct industry price, and any benchmark that hands you one is describing somebody else's property. Price tracked the room rate. Small boutiques priced between $150 and $300 and sold a handful. Large portfolios priced between $40 and $100 and sold in volume. Both worked.
What did hold across every property was the shape of the number itself. Guests bought at round figures, with $50 and $100 far ahead of anything else, and those bands held at every hour of the day. One sensible default price works whenever the guest happens to buy.
## When do guests buy upsells?
58% of hotel upsells are purchased between 7am and 1pm in the property's local time, measured across 4,729 paid upsells over twelve months, with early check-in peaking around 10am and late checkout around 8am.
That window isn't a coincidence, and it isn't good news for a front desk. The morning of arrival and the morning of departure are the two busiest hours in the building. A guest is deciding whether to pay for an early room at exactly the moment nobody has a hand free to answer them.
For when in the booking cycle these sales happen, rather than the hour of day, we covered that separately in [Early check-in and late checkout: when guests actually buy them](/blog/early-check-in-and-late-checkout-when-guests-actually-buy-them).
## How much do hotel upsells add to ADR?
Upsells raised effective ADR by as much as 15% for a guest who bought one, and the strongest programs in Akia's twelve-month sample ran between 10% and 13%.
The framing matters more than it sounds. A property that quotes $250 a night and sells that guest a $59 early check-in didn't earn $250 that night. On a two-night stay it earned 11.8% more per night than the rate card says. The revenue arrives after the guest has booked, after the rate is set, and after the OTA has taken its cut on the room.
That's why the number holds up under scrutiny. There's no new inventory and no rate increase behind it. It's the same room, sold to the same guest, for a few hours on either end.
## Who buys hotel upsells?
Upsell attach rate rises with booking lead time. Across properties running upsells on Akia, same-day arrivals bought an upsell on 0.89% of stays while guests who booked 31 to 60 days ahead bought on 3.66%, roughly four times as often, against a 1.59% average across all stays.
Booking channel splits the same way, and it splits by platform rather than by "OTA" as a category:
Booking platformAttach rateVrbo2.95%Airbnb2.76%Expedia0.87%Booking.com0.86%
Vrbo and Airbnb guests attached at nearly twice the 1.59% average. Expedia and Booking.com guests attached at roughly half of it. Treating "OTA guest" as one audience hides that split, and the vacation rental platforms behave nothing like the hotel OTAs.
## Does upselling hurt hotel reviews?
No. Across 40,590 stays at properties running upsells on Akia, guests who bought an upsell left a five-star review 76.7% of the time (n=1,229) against 75.5% for guests who didn't (n=39,361).
This is the objection that stops most upsell programs before they start, so it's worth stating precisely. The two 95% confidence intervals overlap, which means we won't claim that upselling raises your rating. What a year of data does rule out is the fear running the other direction. Offering a guest an early room, in the flow of a stay that's already going well, costs nothing on the review side.
## What this means for your property.
Three things follow directly from the numbers above.
Sell two offers rather than twelve. Early check-in and late checkout are 90% of the money. A bigger catalog mostly adds items nobody buys, and the 43 room upgrades sold across a full year make that case on their own.
Price to your own rate, then round it. If your ADR is $250, a $59 early check-in sits in the right band. If it's $600, $59 is leaving money on the table.
Don't staff the morning window manually. 58% of these sales happen in the six hours when your front desk has the least capacity to handle them, which is the practical case for automating the offer rather than assigning it. If you're weighing platforms to do that, [what to look for in hotel upsell software](/blog/hotel-upsell-software) walks through the six things worth checking before you sign anything.
[Akia sells upsells](/platform/upsells) inside the guest conversation. Before she quotes a price she reads the PMS calendar, so an early arrival or an extra night is never offered on a room that isn't actually free. When the guest says yes, she takes the payment and updates the PMS. Nobody gets pulled off the floor.
## The full report.
The numbers above are the findings. The full report, [Upsells lift effective ADR up to 15%](/papers/upsells-lift-effective-adr), has the working underneath them:
- Every property plotted individually, effective-ADR lift against property size, so you can find the shape closest to yours
- All 4,729 sales mapped by hour and price together, showing where the round-number bands hold and where they break
- Revenue by offer against length of stay, including why extend stay behaves nothing like the other three
- A calculator that takes your doors, occupancy, ADR, and length of stay and estimates what a well-run program earns at your property
## Where these numbers come from.
Every figure in this article comes from 4,729 completed, paid upsell transactions totalling $370,625, sold across roughly two dozen hotel and vacation rental operators running upsells on Akia, over the twelve months ending July 2026. Prices are what the guest actually paid, not what was listed. Attach rates are measured against all stays at properties running upsells over the same window. Review rates cover 40,590 stays at those same properties. Individual property names are never published alongside their figures.
## Frequently asked questions.
### Which upsells are most profitable for hotels?
Early check-in and late checkout. Across 4,729 paid upsells sold over twelve months, the two took 90% of upsell revenue and 96% of all sales. Both stay close to pure margin because they need no additional labor or inventory. The room is already clean or already occupied, and the only thing being sold is the hour.
### How much should a hotel charge for early check-in?
The median early check-in in Akia's twelve-month sample sold for $59, and $50 was the most common price guests paid for an upsell of any kind. Actual prices ranged from $20 at a budget motel to past $250 at a luxury boutique, tracking each property's own room rate. A workable starting point is roughly 20% to 25% of your nightly rate, rounded to the nearest $25.
### How much revenue can hotel upsells generate?
Across 4,729 paid upsells over twelve months, the average sale was $78 and total revenue was $370,625. At their best month, the strongest programs in the sample generated $50 to $100 per unit, at properties ranging from nine units to three hundred.
### What is a good upsell attach rate for a hotel?
Across properties running upsells on Akia over twelve months, 1.59% of stays included a paid upsell. Attach rate varies more by guest than by property. Same-day arrivals attach at 0.89%, guests booking a month ahead at 3.66%, and Vrbo guests at 2.95%.
### Does upselling annoy guests or hurt reviews?
No. Across 40,590 stays at properties running upsells, guests who bought an upsell left five-star reviews 76.7% of the time against 75.5% for guests who didn't. The difference isn't statistically significant, so the finding is that asking costs nothing, rather than that it helps.
### When is the best time to offer a hotel upsell?
58% of upsells are purchased between 7am and 1pm in the property's local time, with early check-in peaking around 10am and late checkout around 8am. Offers sent at booking, weeks ahead of arrival, miss the window in which guests actually decide.
### Which booking channels produce the most hotel upsells?
It depends on the platform rather than on OTA versus direct. Across properties running upsells on Akia over twelve months, Vrbo guests attached at 2.95% and Airbnb guests at 2.76%, both well above the 1.59% average, while Expedia guests attached at 0.87% and Booking.com guests at 0.86%.
### Where does this data come from?
4,729 completed, paid upsell transactions across roughly two dozen hotel and vacation rental operators running upsells on Akia, over the twelve months ending July 2026, totalling $370,625. Property names are never published alongside their figures.
---
# How to get your hotel found and booked by AI
URL: https://www.akia.com/blog/get-your-hotel-found-booked-by-ai
A growing number of guests will never see your website. They'll ask an AI where to stay and take the answer it gives them. Google's Ask Maps now [finds and prices hotels and hands you to a partner to book](/blog/agentic-hotel-booking-google-ask-maps), ChatGPT recommends properties outright, and the assistant does the comparing. So it comes down to one thing. The AI recommends whatever property it can read clearly and book directly, and you want that to be yours.
In our experience, you can rank first on Google and still get almost no clicks. AI pushes that further, because the guest gets the answer without ever reaching a list of links. Being found by AI is a different job from ranking on Google, and most properties haven't done either on purpose.
Here's how to do it, starting with what the words actually mean, because most of the advice out there gets this part wrong.
## Three words worth getting straight
People use these interchangeably and they describe completely different outcomes.
- **A mention** is when the AI says your name. You're in the answer, the guest reads it, you're in the running.
- **A citation** is when the AI links a page as a source it used to build that answer. That's a different thing entirely, because a mention is about you and a citation is about a *page*. And that page can be another website.
- **Share of voice** is how often you get named at all across a set of questions a real guest would ask. It's the closest thing to a rank tracker that exists in this world.
It's completely normal to be named in most of the answers about your market while being the source of almost none of them. It feels like winning, because your name is right there in the paragraph. But the citations are what the answer is built out of, and if none of them are yours, you're being described entirely by other people.
So when someone tells you they show up in AI, the useful follow-up is which one they mean.
## What this does to the SEO you already have
Your existing SEO still works. What changed is what it earns you.
Search engines now read the pages, write the answer themselves, and put it above everything else. The guest gets what they asked for and never scrolls. So a property can hold a strong position, keep every impression it had, and watch its actual visits fall, with nothing on the page having changed.
That's what catches teams out, because the dashboard still looks healthy. Position is stable. Impressions are stable. The visits quietly aren't.
Keep doing SEO. Ranking still matters, and a page that ranks is a page an assistant is more likely to have read. What's new is that ranking has become the input rather than the finish line, and the thing worth measuring on the other end is whether you're getting quoted.
## How an AI decides which property to recommend
An AI doesn't browse the way a person does. It reads. It pulls the facts it can parse, matches them against what the guest asked for, and shortlists the properties that fit. Clean, consistent, current information wins. Gaps and contradictions lose.
But there's a second mechanic underneath that, and once you see it you'll stop being surprised by any of this. There are two kinds of question a guest asks an assistant, and they get answered from completely different places.
**Superlative questions** sound like: best boutique hotels in Napa, nicest place to stay in Sedona, where should I stay for a couples weekend, top vacation rentals near Joshua Tree. For these, the assistant tend to cite third parties: Magazines, review sites, roundups, directories, forum threads.
**Factual questions** sound like: does this property allow dogs, what time is check-in, which places downtown have free parking and breakfast, what's the cancellation policy. Here the assistant will cite your own page, and readily, because now it needs a fact about you and you're the authority on facts about you. If that fact is written plainly, in readable text, on a page it can reach, it gets lifted straight into the answer.
## The assistants don't agree with each other
These systems don't behave identically. Some lean on a brand's own pages when the question calls for it. Google's AI answers weight third-party consensus much more heavily, which is consistent with how Google search has always worked. The same property, in the same week, with the same pages, can look strong in one assistant and thin in another.
Which means testing one and calling it your AI visibility is how people end up confidently fixing something that was never broken. Check them separately.
## Five things to do
### 1. Make your facts identical everywhere
When an assistant answers a question about your property, it's reconciling. It has your site, your Google profile, a few OTA listings, a directory entry somebody made years ago, and a blog post from a writer who stayed once, and it's working out what's true from all of it at the same time. Where those sources agree, it states the fact plainly. Where they disagree, it either hedges, which produces that "policies may vary, contact the property directly" answer that sends your guest off to compare you with someone else, or it picks whichever source it trusts more. That's frequently the OTA listing rather than you, because the OTA is structured, maintained, and has been consistent for years.
A contradiction makes the model less sure of you across every question anyone asks.
What to do:
- Write down everything in a document. Check-in and checkout times, pet policy and fee, parking and what it costs, breakfast and its hours, cancellation window, deposit hold, wifi, accessibility, pool hours, minimum age. Right now that truth lives in several people's heads, which is exactly why your listings disagree. This document can be used to update your [Knowledge Base](https://www.akia.com/agents/knowledge-base) in Akia that feeds your AI Agents to handle accurate and up to date information.
- Fix the places you control in order of weight. Google Business Profile first, then your own site, then every OTA listing, then Apple Business Connect and Bing Places.
- Add `LodgingBusiness` structured data to your site with your check-in time, checkout time, pet policy, amenities, and a `sameAs` list pointing at every profile you just fixed. That `sameAs` list is the underrated part. It tells a machine that the Booking listing, the TripAdvisor page, and the Google profile are all the same property, instead of leaving it to infer that and occasionally get it wrong.
- Reach out to the sites that mention you. This is the easiest outreach in marketing, because you're reporting a factual error rather than asking for a favor, and a wrong fact makes their page look bad too. Four lines: here's the page, here's the line, here's what's true, thanks for keeping it up.
### 2. Write your answers where a machine can lift them
Most properties assume their website already covers this. It usually says the right things. The question is whether it says them in a form that survives being pulled out.
An assistant doesn't read your page top to bottom. The page gets broken into chunks, those chunks get retrieved individually, and the one that comes back is whichever chunk answers the question by itself. So the unit that matters is the paragraph, and a paragraph that only makes sense because of the heading above it won't survive the trip.
What to do:
- Head each section with the question the way a guest would type it. "What time is check-in?" rather than "Arrival Information."
- Answer in the first sentence, and restate the subject inside the answer. Write "Check-in at the Wexley starts at 4pm," not "Check-in is at 4pm." It reads as redundant on the page, and it's the difference between a chunk that stands alone and one that's meaningless once separated.
- Find the facts that aren't text. Rates in a PDF, amenities baked into a photo, policies that only render inside a booking widget. The test takes ten seconds. Try to select the fact with your cursor. If you can't highlight it, nothing can read it.
- Pull the questions from your own inbox rather than guessing. The things your team answers forty times a week are the same things guests ask assistants, because it's the same guests. For most properties it's about twenty questions and it's the same twenty every week. Ask Akia connects to your PMS to answer any question you have around your guests and property. "What is our cancellation policy?" "What are inquiries guest are asking?"
- Put them on a real page with FAQ schema, and don't hide them inside a chat widget where nothing can crawl them.
### 3. Get onto the pages that already get cited
Every superlative question gets answered out of third-party pages, so if you want to be in those answers, the work isn't just only on our website. And you don't have to guess which pages matter, because the assistant will tell you.
What to do:
- Spend time on what's getting cited on AI. "Best boutique hotels in \[your city\]", "where to stay for a couples weekend", "hotels near the convention center in \[your city\]." Log every URL cited, then collapse the list by domain and count. What you get is a ranked list of the eight or ten sites that decide who gets recommended in your market, specific to your city and based on evidence rather than a generic best-practice list.
- **Listings you can just claim** are forms with no pitch involved. Google Business Profile, TripAdvisor, Yelp, your tourism board, the CVB, the chamber, Apple, Bing. That's a day of work most properties have half-finished.
- **Stale posts that already mention you** have the highest hit rate of anything here, because you're pointing out an error and they're re-touching the page while they fix it.
- **Roundups you're not on yet** need real pitching, written to the angle their post already has, with two or three pasteable sentences and a link to usable photos.
- **Press and community threads** need a genuine reason and honest participation. People really do ask on Reddit where to stay in a city, and those threads really do get cited.
### 4. Make reviews a system
Reviews picked up a second job and most properties haven't adjusted for it.
A review still persuades a person who's deciding. It's now also a source document, raw material for a machine writing an answer about you, and assistants lean on review sites heavily for exactly the superlative questions above, because a review is the closest thing they have to independent evidence about what staying with you is like. Your own site can say your rooms are quiet. A review is what makes that believable.
A property with a steady stream of recent reviews gives an assistant enough agreement to say something confident about it. A property sitting on fourteen reviews, most of them from 2023, gives it very little to go on, so it reaches for a competitor it can describe more surely. Volume is the part most properties under-invest in, because asking is awkward and easy to skip on a busy week.
What to do:
- Prompt for specifics, because specific beats glowing every time. "Amazing stay, highly recommend" has nothing in it to lift. "The front desk picked up at 2am when our flight moved," or "parking's free but it's two blocks away," is quotable, and those lines end up inside answers close to word for word. Asking "how was your stay" gets you "great." Asking "was there anyone on our team who made a difference?" gets you the sentence you want, with a name in it.
- Keep them current. A model describes your property the way its sources describe it now, so if your best reviews are three years old, you're being described as a property that hasn't existed since the renovation.
- Ask every guest, every stay, while they're still on property or right at checkout. A request that lands four days later gets ignored by everyone except the person who's annoyed. This only works if it's automatic, which is what Akia's [feedback and review capture](/platform/surveys) is for. She asks every guest in the thread they already have open, so the ask goes out whether or not anyone on your team remembered.
- Ask privately first, then route on the answer. A low score should reach your team while the guest is still in the building and the stay can still be fixed, which is worth more to you than the review was. A high score is when you point them at the public site.
- Spread across platforms rather than pouring everything into one, since the assistants pull from different places. And reply to reviews, including the difficult ones, because your replies are text on that page too and they get read along with everything else. There's more on this in our [reputation management guide](/blog/hotel-reputation-management).
### 5. Track citations alongside your rankings
Keep tracking rankings. They still tell you real things: whether a page is indexed and competitive, whether your commercial pages are gaining ground, whether the post you published in March actually landed. What rankings can't tell you anymore is whether you're in the answer. So citation tracking goes next to them on the same report, as a second column rather than a replacement.
What to do:
- Write down ten to twenty questions a real guest would ask, deliberately mixing the two shapes. Half superlative, half factual. Write them the way a guest types, which is messier and more specific than the way a marketer types. Type "somewhere nice in napa for an anniversary, walkable to restaurants."
- Run the same set monthly, on the same day, across ChatGPT, Google's AI answers, Perplexity, and Copilot. Do it signed out or in a temporary chat, otherwise you're measuring what the assistant knows about you personally rather than what it tells a stranger.
- Log three things per question. Were you named, were you cited, and what got cited instead.
- That last column is what turns this into a loop. Every URL in it is a page beating you in your own market, which means it belongs on the target list from step three. Your tracking generates next month's outreach for you.
- Know what good looks like so you don't panic early. Citations on factual questions should start appearing within a couple of months. Superlative presence is a two or three quarter project, and it's the part your competitors aren't doing, which is why it stays winnable.
## What kinds of content actually get cited
Worth naming plainly, because it's the fastest way to decide where to spend:
- **Roundups and best-of lists** are the single most cited shape for superlative questions.
- **Review platforms** carry enormous weight, which is why step four isn't optional.
- **Directories** get cited constantly and are mostly free to claim.
- **Community threads** get cited more than people expect.
- **Your own pages** get cited well, on factual questions, when the fact is plainly written.
Four of those five live on somebody else's domain. That's the whole argument for step three in one line.
## Being findable is half of it. Being bookable is the other half.
Everything above gets you into the answer. What happens next decides whether it turns into a reservation, and this is where agentic booking changes the stakes.
**Own a direct channel an assistant can act on.** A website an agent can't book against is close to invisible to it. Give the guest a channel that answers the question and takes the booking in the same place. A [web chat](/platform/web-chat) that resolves the question and moves the guest to a direct reservation is a front door the OTA doesn't own.
**Be answerable everywhere, including the phone.** Guests and their assistants reach out over messaging, web chat, and the phone, and an unanswered channel is a booking that went to the property that picked up. [AI Voice](/agents/voice) and [guest messaging](/agents/guest-messaging) mean the same answers show up on every channel, at any hour.
That last part matters more than it looks. The consistency you built in step one only holds if the answer a guest gets at 2am on the phone matches the one on your website.
## Where Akia fits
A lot of this comes down to giving the same true answer everywhere, every time, and making sure the guests who loved the stay actually say so somewhere it counts.
Akia holds your property's real information in her [Knowledge Base](/agents/knowledge-base) and answers from it across messaging, web chat, and the phone, so the version a guest gets at 2am is the version on your website. She's also the one who knows which twenty questions your guests actually ask, which is the list step two is built from. And her [surveys](/platform/surveys) make the review ask systematic instead of something your team gets to on a slow week, asking every guest in the thread they already have open, routing low scores to your team while there's still time, and pointing the happy ones at the review sites.
When a guest's AI comes shopping, Akia is the property's side of that conversation.
## How do I get my hotel to show up in AI search?
Make your facts identical across your website, Google Business Profile, OTA listings, and directories, since assistants reconcile all of those and hedge when they disagree. Write your key facts in plain readable text that can be quoted. Get your property onto the third-party roundups, directories, and review platforms that AI already cites for your market. Keep reviews recent, specific, and steady. Then track citations monthly rather than rankings.
## What's the difference between an AI mention and an AI citation?
A mention is when an AI names your property inside its answer. A citation is when the AI links a page as a source it used to write that answer. They're independent. A property can be mentioned in most answers about its market while being cited in almost none, because the sources the AI relies on usually belong to third parties like review sites, directories, and roundups.
## Why does my hotel rank on Google but get no clicks?
Search engines now generate an answer above the results, so a guest can get what they asked for without scrolling to any link. Position and impressions can stay steady while visits fall. That's the reason to start measuring whether you're being quoted in the answer instead of only measuring where you rank beneath it.
## Can my own website get cited by AI?
Yes, on factual questions about your property, like check-in times, pet policies, parking, or amenities, provided the fact is written plainly in text on a page an assistant can reach. On comparative questions like "best hotels in the city," AI generally cites third-party sources instead, because a property isn't treated as neutral evidence about how it compares to competitors.
## Does my hotel need to be mentioned on other websites for AI to recommend it?
For comparative questions, yes. AI assistants answer "best hotels in" style questions almost entirely from third-party pages, so reviews, directories, and local roundups decide what gets said about you. Getting listed on the right ones is as much of the job as your own pages are.
## How do I track AI visibility for my property?
Build a set of ten to twenty questions a guest would actually type, mixing comparative and factual ones. Run them monthly across ChatGPT, Google's AI answers, Perplexity, and Copilot while signed out. For each, record whether you were named, whether a page of yours was cited, and which URLs were cited instead. The list of URLs cited instead of you becomes your outreach target list.
## What is AEO for hotels?
Answer Engine Optimization, or AEO, is making your property easy for AI assistants to read, recommend, and quote, the way SEO made a page easy for Google to rank. In practice it means consistent structured facts across every source that describes you, plainly written answers on your own pages, presence on the third-party sites AI cites for your market, and current specific reviews.
## Bottom line
None of this is exotic. There's no trick and nothing you have to buy to start. It's careful, unglamorous work done deliberately, in a place where almost nobody is doing it deliberately yet, and that window closes eventually, the same way the SEO one did.
Get your facts consistent, write them where they can be read, get onto the pages that already get cited in your market, make reviews a habit, and track citations alongside your rankings. For the wider context on why this is happening now, read [what Google's Ask Maps means for hotels](/blog/agentic-hotel-booking-google-ask-maps).
---
# Agentic hotel booking and Google's Ask Maps: what it means for hotels
URL: https://www.akia.com/blog/agentic-hotel-booking-google-ask-maps
Ask Google Maps for a hotel and it does the work you used to do yourself. It reads what you want, then compares live rates and real availability across properties. It hands you a booking that is one tap away. You still tap through to the hotel or the OTA to finish and pay, for now.
In August 2026, Google gave its Maps assistant, Ask Maps, the ability to act on real tasks: order food, buy tickets, and shop for a place to stay. The hotel search is live as a limited US test, built with Amadeus. You describe the stay you want, in plain language, and Ask Maps does the finding.
## What Google just launched
- **Real answers, not ranges.** Ask Maps returns live prices and real availability, then compares them for you.
- **It handles a messy request.** A traveler can ask for "a decently priced, top-rated hotel with an artsy vibe, walkable to a gym and restaurants" for set dates, and get a shortlist back.
- **You still book on the partner's site.** Google has said it will not become an OTA. It compares and checks availability, then links you out to the hotel or the OTA to complete the reservation and pay. Booking Holdings, the parent of Booking.com, is one of the first partners, and its CEO confirmed some of their traffic already runs through this.
This is a step past what shipped last year. Booking.com and Expedia went [into ChatGPT for discovery](/blog/booking-com-expedia-integrate-with-gpt-5-what-it-means-for-hospitality). Ask Maps goes further and prices the whole shortlist against your request. The last step, paying without leaving the assistant, is the part Google is still building. It has already built the plumbing for it: the Agent Payments Protocol, announced in September 2025 with more than sixty partners, lets an AI agent authorize and complete a payment on a person's behalf. When that meets Ask Maps, the click-through disappears.
## What agentic hotel booking actually means
Agentic hotel booking is when a guest describes the stay they want and an AI agent searches, compares, and books it for them. Today the agent takes you right up to the reservation and you tap to finish. As the payment layer lands, the agent completes the whole thing, end to end.
## What it means for your property
**1. The agent reads your property before a human ever does**.An AI agent picks between hotels by reading machine-legible facts: rate, availability, location, amenities, reviews. If your details are thin or inconsistent across the web, the agent has less to work with and quietly ranks you lower.
**2. The agent's default path runs through the OTA**.Booking Holdings is a launch partner in Google's test, because that is where clean inventory and instant checkout already live. Left alone, agentic booking sends even more reservations through the OTAs, at their commission.
**3. The big brands are already answering with agents of their own**.Marriott launched Ask Bonvoy in June 2026. IHG and Wyndham opened apps inside ChatGPT this spring. The chains saw this coming and built their own front door. An independent property needs one too.
**4. Accuracy decides who the agent picks**.A wrong pet policy or a rate that does not match live data is not a small error anymore. It is the reason the agent chose the hotel down the street.
## How to stay in the guest's path
- Keep your public details accurate and current everywhere an agent might read them: rate, policies, amenities, photos, and [your reviews](/platform/reputation), which weigh heavily in what AI recommends.
- Run a [web chat](/platform/web-chat) that answers the questions shoppers ask and moves them toward a direct booking, so you own the guest instead of renting them from an OTA.
- Give your own agent the facts. Trained through her [Knowledge Base](/agents/knowledge-base), Akia answers rate, availability, and policy questions from live data, which is exactly what an AI shopper is checking.
- Extend it to the phone with [AI Voice](/agents/voice), so a caller becomes a booking instead of a missed call.
For the full playbook, read [how to get your hotel found and booked by AI](/blog/get-your-hotel-found-booked-by-ai).
## The shift worth sitting with
Guests are about to arrive with agents of their own. The property that wins is the one that meets them with an agent of its own.
Akia is a real AI agent for hospitality. She reads what a guest needs and handles it herself, in messaging and on the phone. She answers the rate and availability questions a shopper asks, then gets the direct booking. As agentic booking spreads, that is the difference between being a row in an OTA's inventory and being a property a guest chose to talk to.
## Can AI agents book hotels now?
Partly. Google is running a US test where Ask Maps finds a hotel, compares live prices, and checks availability, then links you to a partner to complete the booking and pay. It does the finding and comparing. You still finish on the hotel's or the OTA's site. Ask Maps cannot take payment itself yet, and the checkout inside the assistant is the part being built.
## What is Google Ask Maps?
Ask Maps is the AI assistant inside Google Maps. As of August 2026 it can order food, buy event tickets, and search hotels with live prices and availability, then hand you to a partner to complete the booking, answering plain-language requests instead of returning a list of links.
## Will agentic booking send more bookings to the OTAs?
It can, because the OTAs are Google's booking partners and hold the cleanest inventory. A property keeps direct revenue by owning a channel that answers questions and takes a booking in the same conversation, so the guest's agent has a direct option to choose.
## How should hotels prepare for agentic hotel booking?
Keep your property information accurate and consistent so agents read clean data, treat reviews as ranking signals, and run your own agent so a guest's AI is talking to your AI instead of routing everything through an OTA.
## Bottom line
Agentic hotel booking is not a forecast anymore. Google is testing it, the OTAs are the booking partners, and the big brands have already built their own agents. Properties that keep their information clean and run an agent of their own will still get the direct booking. Everyone else becomes inventory.
---
# Hotel Guest Communication Tips, Tested on 413,000 Messages
URL: https://www.akia.com/blog/hotel-guest-communication-tips
**TL;DR:** We looked at more than 400,000 automated guest messages sent across 36 properties over a year to see which ones guests actually answer. The biggest lever we found wasn't the wording or the timing. It was whether the message came from a name. Messages signed with one pulled about 1.7 times the replies of the same message sent unsigned.
**Key takeaways**
- Giving your automated messages a name lifted guest replies about 1.7x at the property that tried it, with the same copy at the same moment in the stay.
- Not every message should earn a reply. A booking confirmation is doing its job when it's read, not answered.
- The in-stay window is where guests are most willing to talk, and it's usually the thinnest part of a guest journey.
- You can name your own AI agent and set her tone of voice, so every scheduled message sounds like your property instead of a system.
## What we looked at.
We pulled every automated message sent to guests by four Akia customers between August 2025 and July 2026: a 24-property resort collection, a large Hawaii resort, a ski-town vacation rental manager, and a nine-property boutique group. That's 36 properties, about 2,800 rooms and units, and 413,551 automated messages across roughly 129,000 guest conversations.
For each message we asked one question: did the guest write back within 24 hours? Replies are credited to the last message that actually went out before them, so a guest answering a real person doesn't get counted as answering the automation. Marketing blasts were left out, since those aren't part of a guest journey.
Worth saying once: a reply means a guest treated the message as a conversation, not that they were delighted. We measure it because a guest who writes back is a guest you can help.
## Give your automated messages a name.
One resort in the study ran the same mid-stay message two ways.
The first version read: "We hope you're getting settled into your stay! If you need anything at all, feel free to text us."
The second read: "Hello, this is Akia at the front desk! We hope you're getting settled into your stay! If you need anything, text us here." (The resort uses its own name for her. We've used Akia's here.)
Same property. Same moment in the stay. Nearly identical wording. The signed version pulled about **1.7 times the replies**, across nearly 3,000 sends.
That's the whole finding, and it's a five-minute change. A guest reading the first message sees a notification from a building. A guest reading the second sees a message from someone at the front desk, and answering a person is a much smaller ask than answering a property.
Pick a name that suits the property. The resort in our study named theirs after the property itself, so she felt familiar to guests on first contact instead of like a stranger who works there.
## Not every message needs a reply.
Booking confirmations in our data draw very few replies, and that's correct. A confirmation exists so a guest can find it later, not so they'll write back. The same goes for a receipt or a "we got your registration card" acknowledgment. Judge those on whether they answer the question before it gets asked.
The messages where replies matter are the ones where you're genuinely offering help: the settling-in note, the mid-stay check, the departure message. Those are invitations, and an invitation from a name gets taken up more often than an invitation from a building.
## The in-stay window is the thinnest part of most journeys.
Across the portfolio operator in our study, the messages sent while a guest was on property drew far more replies than the ones sent before arrival. This wasn't consistent everywhere. The Hawaii resort saw its strongest engagement on a pre-arrival message, so treat this as a thing to check in your own data rather than a rule.
What was consistent is that most guest journeys are heavily front-loaded. Properties build careful pre-arrival sequences and then go quiet during the stay, which is exactly when the guest is standing in the room with a question about the pool.
If you add one message to your journey this month, make it a mid-stay note that opens the door, and sign it.
## How to set this up with Akia.
She answers to Akia, and she'll answer to anything else you like. When she works your guest messaging, you choose the name your guests see, so she can match the property. She can carry a different name at each property in a portfolio.
Tone of voice works the same way. You write how she should sound into her instructions, the same place you teach her your policies, and she'll hold that voice across every channel and every scheduled message. A beach resort and a mountain lodge shouldn't sound alike, and they don't have to.
The rest of the journey is built once. You set the moments you want covered, and [Akia](/agents/guest-messaging) runs them for every stay. She answers whatever comes back, and brings in your team when she should. She learns your property from your [Knowledge Base](/agents/knowledge-base), so when a guest writes back asking about late checkout, she actually knows.
If you're weighing up what an AI agent should be doing in a property at all, we wrote about that in [AI in hospitality](/agents/ai-in-hospitality).
## Common questions.
**What is the best way to communicate with hotel guests?**
Text messaging gets the highest engagement of any guest channel in our data, and guests reply to it without installing anything. The practical setup is a single thread per guest that carries SMS, email, web chat, and OTA messages, so your team sees one conversation instead of four inboxes. Sign the messages with a name, and make sure whoever is behind that name can actually answer.
**How often should you message a guest during their stay?**
Most properties in our study send one message shortly after check-in and one near departure. The check-in message consistently earns the most replies of anything sent during the stay. Adding a second mid-stay touch is reasonable for stays longer than three nights, and less useful for a single night.
**Should hotel messages be automated or personal?**
This is a false choice in practice. Every message in this study was automated, and the automated messages that read like a person came from a named sender with a consistent voice. Automation decides when the message goes out. The name and the tone decide whether the guest answers it.
**Does adding a name to automated messages actually work?**
In our data, yes: the same message signed with a name pulled about 1.7 times the replies of the unsigned version, over nearly 3,000 sends. That's one property's numbers rather than a law of nature, and it costs nothing to run the same test on your own guests.
**What should a mid-stay guest message say?**
Keep it short, name the sender, and make the offer specific enough to act on. "Hello, this is Akia at the front desk, let me know if you need anything" outperformed the unsigned version of the same line. Avoid asking a question the guest has to think about, and don't stack a survey onto a message whose job is to open a door.
---
# Hotel Chatbots: How They Work and How to Choose One
URL: https://www.akia.com/blog/hotel-chatbots
**TL;DR:** A hotel chatbot answers guest questions automatically over web chat, SMS, and OTA channels. The ones worth buying in 2026 do more than reply from a script. They read the reservation, book the room, take payment, and hand off to a human only when they should. Here is how they work and what to look for.
**Key takeaways**
- A rule-based chatbot follows a script. An AI agent reads what the guest needs and handles it, so the two behave very differently on the same question.
- The best hotel chatbots connect to your PMS, so answers about rate, availability, and arrival come from live reservation data.
- The features that separate a real agent from a reply bot are booking, payment in the conversation, and clean escalation to staff.
- [Akia](/platform/web-chat) is built as a full AI agent: she answers, books, upsells, and takes payment in the same thread, then resolves most conversations without the front desk.
## What a hotel chatbot is.
A hotel chatbot is software that answers guest questions automatically, in a chat window on your website or over [web chat, SMS, and OTA messaging](/agents/guest-messaging). Guests ask about rates, availability, check-in times, parking, and the pool hours, and the chatbot replies in seconds without staff. Older ones follow a fixed script. Newer ones use AI to understand plain language and act on it.
**Hotel chatbot.** Software that automatically answers guest messages across a hotel's channels, from a website widget to SMS and OTA inboxes.
**AI agent.** A chatbot that reads intent, pulls from live data like your PMS, and completes the task itself, so it can book a room or take a payment rather than just reply.
## The three types of hotel chatbots.
Hotel chatbots fall into three types, and the gap between them shows the moment a guest asks something off-script. A rule-based bot matches keywords to canned replies. A conversational AI bot understands plain language. An AI agent understands the question and finishes the task.
**Rule-based**
- **How it works:** Keyword matching, fixed menus.
- **What it can do:** Answers a set list of common questions.
- **Where it stalls:** Anything it was not scripted for goes to the front desk.
**Conversational AI**
- **How it works:** Understands natural language.
- **What it can do:** Answers open-ended questions in real conversation.
- **Where it stalls:** Often still hands off tasks like booking and payment.
**AI agent**
- **How it works:** Understands intent and acts on live data.
- **What it can do:** Books, upsells, takes payment, and resolves the conversation.
- **Where it stalls:** Escalates only when a question needs a person.
[Akia](/platform/web-chat) is a real AI agent for hospitality. She reads what a guest needs and handles it herself, from answering a rate question to confirming the booking and charging the card. That is the line to watch when you choose: a reply bot answers, an AI agent resolves.
## What to look for in a hotel chatbot.
The right hotel chatbot is judged on how many conversations it finishes on its own. Five things decide that:
- **PMS connection.** It should [connect to your PMS](/marketplace) and read live reservations, so answers about rate, availability, and arrival are right, not generic.
- **Real conversation.** It should understand plain language and follow-up questions, not force guests through a menu.
- **Booking and payment.** The strongest ones turn a shopper into a direct reservation and capture payment in the thread.
- **Channels.** One agent should work web chat, SMS, WhatsApp, and OTA messages, with every thread in one place.
- **Clean escalation.** When a question needs a person, it should hand off with the full context, not restart the conversation.
## Hotel chatbot examples.
A good way to judge a hotel chatbot is by the moments it handles on its own. Here are common ones:
- **A shopper asks about rates at midnight.** Akia answers the rate and availability questions, then gets the direct booking. No OTA commission.
- **An arriving guest asks where to park.** She answers from your property details, so the front desk phone stays quiet.
- **A guest wants an early check-in.** She [sells the early check-in](/platform/upsells), offers it, and charges the card, all in the chat.
- **A question needs a manager.** She hands it to your team with the full thread, so nobody repeats themselves.
## The best hotel chatbots, compared.
If you are weighing specific vendors, see our full breakdown of [the best AI guest communication software for hotels](/blog/best-ai-guest-communication-software-hotels), which compares the leading platforms by what each one does best.
## Frequently asked questions.
### What is a hotel chatbot?
A hotel chatbot is software that automatically answers guest questions in a chat window on your website or over SMS and OTA messaging. It replies in seconds without staff, covering things like rates, availability, check-in times, and amenities. The advanced ones use AI to understand plain language and complete tasks like booking a room.
### What is the difference between a hotel chatbot and an AI agent?
A rule-based hotel chatbot follows a script and matches keywords to canned replies, so it stalls on anything it was not programmed for. An AI agent understands the guest's intent, pulls from live data like the PMS, and completes the task, so it can book a room or take payment. [Akia](/platform/web-chat) is built as an AI agent, so she resolves conversations rather than only replying to them.
### Can a hotel chatbot take bookings and payments?
Yes. The strongest hotel chatbots in 2026 turn a website shopper into a direct reservation and capture payment inside the conversation. Akia answers the rate and availability questions, confirms the booking, and charges the card in the same thread, which keeps the reservation direct and off OTA commission.
### Do hotel chatbots work with my PMS?
The good ones do. A PMS connection lets the chatbot read live reservations, so answers about rate, availability, and arrival come from real data instead of generic scripts. Akia [connects to major property management systems](/marketplace) and answers from the live reservation.
### How much does a hotel chatbot cost?
Pricing varies by vendor and property size, and most are priced per property or per room per month. For Akia's current pricing, see [the pricing page](/pricing).
### Will a hotel chatbot replace my front desk?
No. A hotel chatbot handles the repetitive questions and routine tasks so your team spends its time on guests who need a person. Akia resolves most conversations on her own and escalates the rest, so the front desk spends its time on guests who need a person.
---
**See Akia resolve the whole conversation. [Book a demo](/demo).**
---
# Hotel Keyless Entry: How Mobile Room Keys Work
URL: https://www.akia.com/blog/hotel-keyless-entry
Hotel keyless entry lets guests unlock their room from their phone or a door code, with no plastic keycard and no stop at the front desk. It's a common upgrade for independent properties, and there are a few different ways to do it. Here's how keyless entry works and what to look for when you choose a system.
## What hotel keyless entry is.
Keyless entry replaces the metal key or plastic keycard with a digital credential. That credential can live on the guest's phone as a mobile key, or it can be a numeric code the guest types on a door keypad. Either way, the guest gets into their room without a physical key and without waiting for someone at the desk to hand one over. The term covers a range of setups, so it helps to know the main types before you compare products.
## The types of keyless entry.
Most hotel keyless entry falls into four groups.
- **Mobile key (Bluetooth).** The guest's phone talks to the lock over Bluetooth. She holds the phone near the door and it opens. It works right at the door, even if the wifi drops.
- **Wallet key (NFC).** The room key sits in Apple Wallet or Google Wallet, and the guest taps the phone to a reader. It's fast and familiar, though it needs newer locks.
- **PIN codes.** The guest gets a numeric code for their stay and enters it on a keypad. No phone needed, which suits guests who'd rather not use an app.
- **RFID cards and fobs.** The classic tap card. Still keyless in the sense that there's no metal key, but the guest still collects a card.
## How keyless entry works behind the door.
Two things make keyless entry work: the lock and the connection. Smart locks either connect to the internet through a small hub, or they talk directly to the guest's phone over Bluetooth. Internet-connected locks let you issue and cancel keys remotely, which is how a code can be waiting before the guest arrives. Bluetooth locks work at the door itself, so a wifi blip doesn't leave anyone standing in the hallway. Many properties run a mix, and the right setup depends on your building and your network.
## The trade-offs worth knowing.
Keyless entry solves the front-desk bottleneck, and it's worth going in clear-eyed.
- **Phones die.** A guest with a dead battery needs another way in, so a backup code or a card at the desk matters.
- **Not everyone wants an app.** Some guests prefer a keypad code or a card, so the best systems offer more than one method.
- **Connectivity counts.** Locks that depend on wifi need a reliable network, or keys can lag.
- **Older locks may need retrofitting.** You don't always have to replace every lock, but you'll want to check what yours support.
## How to choose a keyless entry system.
When you compare systems, a few things separate the ones that hold up:
- **Works with your existing locks.** Retrofitting beats replacing every door.
- **Connects to your PMS.** So keys issue automatically from the reservation, with no manual step.
- **Works offline at the door.** A network hiccup shouldn't lock a guest out.
- **Keys expire at checkout.** The credential should switch off on its own when the stay ends.
- **Has a backup method.** A code or a card for the guest whose phone isn't cooperating.
- **Keeps an access log.** So you can see who entered and when.
## How Akia does keyless entry.
Akia handles keyless entry as part of the arrival. A guest completes [Digital Check-in](/platform/digital-check-in) on their phone, and once their room is ready, Akia sends the code by message. It opens in a [Mini App](/platform/mini-apps), so there's nothing to download. Akia issues keys through platforms like RemoteLock and Salto, plus Device Hub, its own lock connection, and works with locks from August, Schlage, and Dormakaba among others. Each key is tied to the reservation, so it works only for the guest's dates and switches off at checkout. She checks the guest in, then hands them the key, before they reach the door. [See how Keyless Entry works.](/platform/keyless-entry)
## Hotel keyless entry, answered.
### What is hotel keyless entry?
Hotel keyless entry is a system that lets guests unlock their room without a metal key or plastic keycard. The guest uses a mobile key on their phone or a numeric door code instead. It removes the trip to the front desk to collect or replace a key.
### What are the types of keyless entry for hotels?
There are four common types: mobile keys that work over Bluetooth, wallet keys stored in Apple or Google Wallet using NFC, PIN codes entered on a keypad, and RFID cards or fobs. Many properties combine a mobile key with a backup code.
### Do guests need to download an app to use a mobile key?
It depends on the system. Some require a branded app, while others deliver the key through a web page or the phone's wallet. With Akia, the key opens in a Mini App inside the guest's phone, so there's nothing to download and no account to create.
### What happens if a guest's phone dies or they don't have a smartphone?
This is why a backup method matters. Good keyless entry systems also offer a keypad code or a card the front desk can issue, so a guest is never locked out over a dead battery or an older phone.
### Is hotel keyless entry secure?
Yes. Digital keys are tied to a single reservation and expire when the stay ends, so there are no lost cards to deactivate. Systems that keep an access log also let you see who entered and when. With Akia, each key works only for the guest's booked dates and switches off at checkout.
### What locks work with hotel keyless entry?
Keyless entry works with smart locks from brands including August, Schlage, Dormakaba, Kwikset, Nuki, and igloohome. Akia connects to them through lock platforms like RemoteLock, Salto, and FLEXIPASS, plus Device Hub, its own connection, so you keep the hardware you already have.
## Give your guests the key on their phone.
See how Akia checks guests in and sends the room key before they reach the door. [See Keyless Entry](/platform/keyless-entry).
---
# Hotel Email Marketing: Driving Repeat Stays and Direct Bookings
URL: https://www.akia.com/blog/hotel-email-marketing
## The short version.
Email is the one guest channel you actually own. No algorithm decides who sees it, and no OTA takes a cut when it books. Done well, hotel email marketing turns a one-time stay into a repeat guest and a repeat guest into a direct booking. This is what to send, when to send it, and how Akia drafts it for you.
## What hotel email marketing is, and what it isn't.
Hotel email marketing is the property reaching out with something worth money: a pre-arrival upgrade offer, a come-back rate for a past guest, a seasonal package before the calendar fills. It's promotional, and it's aimed at revenue.
That's different from your transactional email, the booking confirmations and receipts that just acknowledge something happened. Both matter. Only one of them fills rooms. This playbook is about the second kind.
## Why email is the highest-ROI channel you own.
Social reach depends on an algorithm. OTA bookings cost you commission every time. Email is neither. You own the list, you own the relationship, and every booking that comes back through it is a direct booking with no middle cut.
It's also where your best guests already are. Someone who stayed once and liked it is far likelier to open your email than a stranger is to find you on an OTA. Email markets to the people who already chose you once.
Circle Hotel Fairfield, an 80-room boutique hotel in Fairfield, Connecticut, made post-stay email its top revenue channel, generating over $125,000 in direct bookings in four months. One early-November win-back campaign brought in $20,000 on its own and filled rooms through the slow winter season. Because Akia syncs guest data from their Stayntouch PMS and captures an email from every guest at check-in, the hotel now markets to 100% of its guests, up from the days when more than 60% of bookings arrived through masked OTA addresses it couldn't reach. The plays were ordinary ones: a back-to-school push for the local universities, seasonal offers, a repeat-guest list, and automated win-backs and anniversary emails that run in the background.
## When guests book after a campaign.
Akia credits a booking to a campaign when the guest clicks it and books soon after. Across 3,222 of these click-attributed bookings, 41% book the same day they click and 71% book within a week. By three weeks, 94% of what a campaign will produce is already in, and the median guest books two days after clicking. You can read a send in days, so give a campaign about two weeks before the final tally.
**Does texting book faster than email?** Yes. On SMS, 53% of click-driven bookings land the same day, against 40% on email. Texting is the immediate nudge a guest reads within minutes, and email carries the longer, visual campaign. Most properties run both.
**When do past guests come back and rebook?** Among guests who rebook through a campaign, 85% had last stayed within the past year. About a third return within a month and two-thirds within six months. The window stays open for months, so a year-round re-engagement rhythm beats a one-off blast.
## The campaigns that actually drive revenue.
A few plays do most of the work:
- **Pre-arrival upsell.** Before a guest arrives, offer the early check-in, the room upgrade, the bottle of wine waiting in the room. They're already excited about the trip, so this is the moment they say yes.
- **Post-stay win-back.** A guest checks out happy, then hears nothing for a year. A warm note a few weeks later with a reason to rebook keeps you top of mind.
- **Ask why they're coming.** A guest here for an anniversary wants a different offer than one here for a conference. Capture the reason at check-in, and Akia tags the guest, so the couple gets the champagne package and the conference block gets a group rate.
- **Seasonal packages.** Fill the shoulder season before it arrives. A ski package in October, a summer rate in March.
- **Birthday and anniversary.** A small gesture on the right date books a lot of celebrations.
- **Review requests.** A short ask after checkout, sent to the guests who left happy, lifts your rating where future guests look first.
## Email fills the slow season.
The biggest wins in the data come from the quiet months. IMPRINT Hospitality, a group of boutique ski-town hotels, drove $75,000 in four months by re-engaging past guests through the fall, ahead of ski season, with a separate campaign matched to each property's brand so the rates stayed premium. WERFY, a Montreal rental manager on Cloudbeds, doubled its revenue in its slowest months by sending deeper discounts only in October and November, a Halloween offer and a nature-stay campaign among them. Both ran the same play. The discounts go out when occupancy dips, so you fill the quiet weeks without training guests to wait for a sale.
## Hotel email marketing examples.
The campaign is only as good as the email. A few that work:
- **Pre-arrival upgrade.** Subject: *Your room is ready. Want to make it the suite?* Body: one photo of the upgrade, the price for the nights they're booked, one button to say yes.
- **Post-stay win-back.** Subject: *We saved your favorite room.* Body: a warm line referencing their last stay, a return rate, a booking link.
- **Seasonal package.** Subject: *Ski season opens. So does the fireplace suite.* Body: the package, what's included, the dates.
- **The monthly newsletter.** Not a hard sell. What's new at the property, a local event worth the trip, one soft offer at the bottom. It keeps you in the inbox between stays so the win-back isn't cold.
The pattern holds across all of them: one clear offer, one photo of the thing being sold, one button. A guest reads it on a phone in ten seconds, so it earns the click by being simple.
## How Akia writes them for you.
Building these by hand is where most email programs stall. Akia is an AI-native marketing tool built for hotels and vacation rentals, so you ask her for the campaign in plain language and she drafts it.
Say "Create a pre-arrival upsell email for guests arriving this weekend." She writes the subject line, the copy, and pulls the offer, on your brand, ready for you to review and adjust. She reads your reservations from your PMS, so she can send the win-back only to guests who checked out last month, or the ski package only to past winter guests. You direct and approve. She does the drafting and the sending.
Ask her plainly:
- "Create a pre-arrival upsell email for guests arriving this weekend."
- "Write a win-back offer for guests who checked out last month."
- "Draft a ski-season package for last winter's guests."
Every campaign ties back to a real booking, so you see which sends made money and which audience they came from, direct or OTA.
[Faria Resorts](/case-studies/faria-resorts-drove-89k-in-post-stay-revenue-in-one-month), a lakefront vacation-rental collection on the Streamline PMS, drove $89,000 in post-stay revenue in a single month. With audiences syncing straight from their reservations, their marketing manager went from occasional blasts to shipping four campaigns in that month.
> I really like how it's integrated with everything so I can pull all the audiences from our reservations. It's pretty simple with the drag and drop, and I love that you can see exactly who booked it. **Jenelle Hostetter, Marketing Manager, Faria Resorts**
[See how Akia handles marketing.](/platform/marketing)
## Common questions.
**What is hotel email marketing?** Hotel email marketing is sending promotional email to past and upcoming guests to drive repeat stays, direct bookings, and on-property revenue. Common campaigns include pre-arrival upsells, post-stay win-back offers, seasonal packages, and a recurring newsletter. It's distinct from transactional email like booking confirmations, which are operational rather than promotional.
**Should hotels use email or SMS marketing?** Both, for different jobs. Email carries the longer, visual message: packages, newsletters, anything with a photo and a story. SMS is short and immediate, better for a time-sensitive nudge a guest reads within minutes. Most properties run them together. Our [hotel marketing](/blog/hotel-marketing-guide) playbook and [hotel SMS marketing](/blog/hotel-text-messaging-how-to-keep-guests-happy) guide cover each in depth.
**How do you know which emails actually made money?** Attribution ties each booking back to the campaign that drove it. [Revival Hotels](/case-studies/revival-hotels-generates-13k-in-post-stay-bookings-after-switching-to-akia) generated $13,500 in post-stay revenue across just two properties by tying every send to real reservations and capturing OTA guests' emails at check-in, so they could see exactly which campaign booked which guest and double down on what worked.
**Do hotels need guest consent to send marketing emails?** Yes. In the US, the CAN-SPAM Act requires a clear way to unsubscribe and an honest subject line. Guests in the EU and UK are covered by stricter opt-in rules under GDPR. The safe practice is to collect explicit consent when a guest gives you their email and honor unsubscribes immediately. Here are some [tactics for collecting guest emails](/blog/clever-tactics-for-collecting-guest-emails) the right way.
## See it in action.
Akia drafts your next campaign in the time it takes to ask. [**Book a demo.**](/demo)
---
# Hotel Reputation Management: A Complete Guide
URL: https://www.akia.com/blog/hotel-reputation-management
Hotel reputation management is the work of monitoring, responding to, and improving what guests say about your property online, across review sites like Google, Tripadvisor, Booking.com, and Expedia. Done well, it turns real guest experiences into a higher public rating, more direct bookings, and fewer bad surprises.
Here's the part most guides skip. The best review you'll ever manage is the one-star that never gets written. This guide covers the whole playbook, from watching your reviews to responding to earning new ones, and then the move that actually protects your rating: catching the unhappy guest while they're still on property.
## What is hotel reputation management?
Hotel reputation management is how a property tracks and shapes its online image. It comes down to three things:
- Watching every review and rating as it comes in.
- Responding to guests, the happy ones and the unhappy ones.
- Using what you learn to fix problems and earn more good reviews.
Your reputation lives in a lot of places at once. The same guest might rate you on Google, write it up on Tripadvisor, and score you on Booking.com, all for one stay. Reputation management pulls those scattered signals into a single view so nothing slips past your team.
## Why does hotel reputation matter?
Your next guest reads your last guest's review before they book. Ratings are the first thing a traveler sees on Google and the OTAs, and half a star can be the reason someone picks you or the property down the street.
There's a threshold effect worth knowing about. [BrightLocal's 2026 consumer survey](https://www.brightlocal.com/research/local-consumer-review-survey/) found 31% of people will only use a business rated 4.5 stars or higher. Sitting at 4.3 keeps you out of consideration for roughly a third of the market before you compete on anything else.
It shows up in your rate too. [Cornell's hotel school](https://sha.cornell.edu/wp-content/uploads/sites/4/2019/03/anderson-social-media.pdf) studied matched sets of properties and found a one-point gain in review score on a five-point scale lets a hotel charge about 11.2% more while holding the same occupancy. Your rating is a pricing input.
A strong reputation earns trust before a guest ever arrives, and it drives direct bookings that skip the OTA commission. A weak one quietly costs you both.
## Where do hotel reviews come from?
Guests leave reviews wherever they already are:
- **Google** is the first thing most travelers see when they search your name. Google is also what feeds [AI search](/blog/get-your-hotel-found-booked-by-ai) now, which is why Google reviews carry more weight than Tripadvisor.
- **Tripadvisor** is where researchers go deep before a trip.
- **Booking.com and Expedia** tie each review to a real, verified stay.
- **Airbnb and Vrbo** carry the reputation of vacation rentals.
Past those, Yelp, Facebook, Trustpilot and [Hotels.com](http://Hotels.com) all carry hotel reviews, and any one of them can be the top result for your property's name in a given market.
The tricky part is that each one is a separate dashboard with a separate login. Checking them one by one is how a review sits for days before anyone replies.
## How do you manage your hotel's reputation?
### 1. Monitor every review site in one place
You can't respond to what you can't see. Bring every review site into one feed, so a new rating on any platform reaches your team the moment it lands, tied to the guest and the stay it came from.
### 2. Respond quickly, to everyone
Thank the happy reviewers and fix things for the unhappy ones. A calm, specific reply to a tough review does more for the next reader than the complaint itself. Speed counts too. A same-day response reads as a property that's paying attention.
### 3. Ask your happy guests to review you
Most delighted guests would happily leave a review. They just never get asked. A short, well-timed nudge after checkout lifts your rating and your review count together. More on how to improve your review score below.
### 4. Learn from the patterns
One review is a data point. Twenty reviews naming the same slow check-in are a to-do list. Read your reviews for themes, then fix the thing guests keep mentioning. Your rating follows the fix.
Reviews only tell you about the guests who bothered to write one. A short [survey](/platform/surveys) after checkout, with a single NPS question asking how likely they'd be to recommend you, gets you the rest. That score moves before your public rating does, so it's the earlier warning of the two.
### 5. Catch the bad review before it's written
This is the one that actually protects your score. Most one-stars start as a small problem during the stay, like a cold shower or a question nobody answered. Catch the guest while they're still on property and you fix the stay and save the review at the same time.
That's where an agent like [Akia](/platform/reputation) comes in. She's already in the guest's messages, so when someone texts that the AC is broken, she files the fix with maintenance and checks back, all before checkout. The complaint gets handled in the [thread](/agents/guest-messaging) instead of on Google.
### 6. Watch the properties you compete with
Your rating only means something next to the property down the street. If you're sitting at 4.3 and everyone in your comp set is at 4.6, you're losing the click before a traveler reads a single word. Track their ratings next to yours, on the same sites, and a dip tells you something useful: whether it's your problem or the whole market's.
## How to build a hotel review management strategy
The six pieces above don't all arrive at once. Most properties try to do all of it in one week and quietly give up by the second. Build it in this order instead.
**Week one: see everything.** Pull every review site into one feed. You can't plan around a problem you're still logging into four dashboards to find. This alone tells you your real rating, your reply speed, and which site your guests actually use.
**Week two: fix your reply habit.** Answer every new review within a day, good ones included. Write three or four openers your team can adapt so nobody's staring at a blank box at 6pm.
**Week three: start asking.** One short message on checkout day, pointed at a single review site. This is the piece that moves your average, and it's the one most properties skip.
**Week four: read the pattern.** Sort the last ninety days of low scores by what they're about. Two or three issues will account for most of them. That list is your operations plan for the quarter.
**Then keep going.** Once those four are running, move upstream. A guest who mentions a cold room on Tuesday becomes a two-star review on Friday unless someone gets to it first. That's where reputation work stops being cleanup.
A review management strategy isn't a project you finish. It's four habits that run every week, and the properties with 4.7 ratings are just the ones who kept them.
## How to improve your hotel's review score
Your rating moves two ways: more reviews coming in, and fewer bad ones going out. Most properties put all their energy into the second one and then wonder why the average won't budge.
### Volume moves your average faster than perfection does
Sitting at 4.2 across 300 reviews, one more five-star barely registers. A steady flow of them pulls the average up week after week. Google and Tripadvisor both weight recent reviews heavily, and so do travelers, who read the last handful and stop.
### Ask every guest, and point them at one site
Plenty of guests would happily give you five stars and never do, because nobody asked. Send one short message after checkout, pointed at a single review site. Splitting the ask between Google and Tripadvisor gets you fewer reviews on both.
### Time it to checkout, while the stay is fresh
Ask on the day they leave, when the bed and the front desk are still in their head. The same message a week later gets a fraction of the replies. Akia sends it on the day, for every stay. She never forgets one.
### Make it two taps, not a login
A review that takes hunting for the right page doesn't get written. Send the guest straight to the review box on the site you picked, on the phone they're already signed in on. Every extra step costs you reviews.
## What are the most common reputation management mistakes?
- **Only replying to the bad reviews.** Future guests read your responses to the good ones too.
- **Copy-paste replies.** A generic response to a specific complaint reads worse than no response.
- **Waiting too long.** A review answered two weeks later looks like nobody's home.
- **Never asking.** If you don't invite happy guests to review you, your rating is built only on the guests motivated enough to post on their own.
## Do you need hotel reputation management software?
If you're getting more than a handful of reviews a week across more than one site, yes. Software brings every review into one place, tells you which ones need a reply, benchmarks you against your comp set, and asks your happy guests for reviews for you.
Good [hotel reputation management software](/platform/reputation) does all of that. Akia goes further. Because she's also the agent answering your guests, she catches problems in the thread before they ever become reviews.
## Frequently asked questions
### How do I improve my hotel's reviews?
Two things at once. Ask every guest for a review so fresh ones keep arriving, and fix the problem your reviews keep naming so you stop earning low scores. The asking moves your average in weeks. The fixing keeps it there.
### How do I get more hotel reviews?
Ask on checkout day, in one short message, pointed at a single review site. Most guests would leave you a review and simply never get asked.
### How do hotels respond to negative reviews?
Acknowledge the guest, apologize for the specific problem, say what you're doing about it, and offer to take the details offline. Keep it short and human. You're writing for the next reader as much as for the reviewer.
### How can a hotel get more positive reviews?
Ask. A brief message after a good stay, timed to checkout and pointed at one review site, is the single most effective thing you can do.
### What's the difference between reputation management and guest surveys?
Reviews are public and live on third-party sites. [Surveys](/platform/surveys) are private feedback you collect directly, like an NPS question after checkout. The best programs use surveys to catch unhappy guests privately and point happy ones toward public reviews.
### How often should you check your hotel reviews?
Daily. A new review should reach your team the moment it posts, so a reply goes out the same day and a complaint gets caught while you can still do something about it.
### **What role does reputation management play in a hotel's marketing strategy?**
It sits underneath the rest of it. Paid search, your website and your OTA listings all send travelers to the same place, and the rating they find there decides whether the click becomes a booking. Reputation work raises the return on every other channel you're paying for, which is why it belongs in the marketing plan and not only in operations.
## Let Akia keep your reviews at five stars
She watches every review site and your comp set in one place, asks your happy guests for reviews, and catches the unhappy ones in the thread before they ever go public. [See how Akia manages your reputation.](/platform/reputation)
###
---
# Hotel KPIs: 14 Metrics Every Property Should Track
URL: https://www.akia.com/blog/hotel-kpis
Every metric on this page is worked through the same property, so the numbers connect instead of floating free. Picture a 120-room hotel looking back at a 30-night month:
- 120 rooms across 30 nights, so **3,600 available room-nights**
- **2,880 room-nights sold**, from 1,200 bookings taken and 240 cancelled
- **$432,000 in room revenue**, plus **$180,000** from the restaurant, spa, and parking
- **$367,200 in operating expenses**, of which **$172,800** was the cost of servicing rooms
- A competitive set that ran 76% full at a $132.00 average rate
That single month is enough to produce all fourteen numbers below. If you'd rather put your own figures in, the [RevPAR calculator](/tools/revpar-calculator) sits inline further down.
## Room revenue metrics.
The three everyone quotes, and the three most often confused for each other.
### 1. Occupancy rate
How full you ran. It's the only one of the three with no price in it.
```
Occupancy = Rooms sold / Available room-nights
2,880 / 3,600 = 80%
```
Because occupancy carries no price, you can always buy more of it by charging less, which is why it's the easiest number to feel good about and the easiest to be misled by. A property that holds rate at 70% and $180.00 earns more per available room than one that discounts to 90% at $130.00.
The denominator is where mistakes happen. It counts every room for every night, not just the nights you were trying to sell. More detail in [occupancy rate](/glossary/occupancy-rate), or run your own figures through the [occupancy calculator](/tools/occupancy-calculator).
### 2. Average daily rate (ADR)
What you actually charged the guests who came.
```
ADR = Room revenue / Rooms sold
$432,000 / 2,880 = $150.00
```
ADR ignores empty rooms entirely, so a quiet month at a high rate looks excellent. Keep food, beverage, spa, and resort fees out of the numerator, and take complimentary rooms out of both halves. See [average daily rate](/glossary/average-daily-rate), or use the [ADR calculator](/tools/adr-calculator).
### 3. RevPAR
What every room you owned earned, whether it sold or not.
```
RevPAR = Room revenue / Available room-nights
$432,000 / 3,600 = $120.00
Or: ADR x Occupancy = $150.00 x 80% = $120.00
```
RevPAR is the one that notices both halves of the month, which is why it's the industry's default scoreboard. Its blind spot is everything that isn't a room. Full detail in [revenue per available room](/glossary/revenue-per-available-room).
Put your own month in:
{{revparcalculator}}
## Profitability metrics.
Revenue metrics can all rise while the business gets worse. These are the ones that catch it.
### 4. TRevPAR
Total revenue per available room, so every department counts.
```
TRevPAR = Total revenue / Available room-nights
($432,000 + $180,000) / 3,600 = $170.00
```
The $50.00 gap between TRevPAR and RevPAR is what the restaurant, spa, and parking contributed per available room. Comparing a full-service hotel to a limited-service one on RevPAR alone understates the first one badly. See [total revenue per available room](/glossary/total-revenue-per-available-room).
### 5. GOPPAR
Gross operating profit per available room. The closest of the common metrics to real profitability.
```
GOPPAR = (Total revenue - Operating expenses) / Available room-nights
($612,000 - $367,200) / 3,600 = $68.00
```
This is the number that notices cost. A property can lift RevPAR by buying occupancy through discounted OTA channels and watch GOPPAR fall, because the commission and the labor of servicing more rooms ate the gain. Two properties with identical RevPAR can be very different businesses. See [GOPPAR](/glossary/gross-operating-profit-per-available-room).
### 6. Cost per occupied room (CPOR)
What it costs to service one sold room for one night.
```
CPOR = Rooms department costs / Rooms sold
$172,800 / 2,880 = $60.00
```
CPOR is where your rate floor actually sits. A discounted room that still clears $60.00 contributes something; one that doesn't costs money to accept. See [cost per occupied room](/glossary/cost-per-occupied-room).
### 7. Flow-through
How much of a revenue gain survived to the bottom line.
```
Flow-through = Change in GOP / Change in total revenue
```
If revenue grew $50,000 and gross operating profit grew $20,000, flow-through is 40%. Anything under about 30% usually means the extra revenue arrived through an expensive channel or needed expensive labor to service.
## Benchmarking metrics.
Absolute numbers tell you what season it is. These tell you whether you're winning.
### 8. RevPAR Index (RGI)
Your RevPAR against your competitive set.
```
RGI = (Your RevPAR / Comp set RevPAR) x 100
($120.00 / $100.00) x 100 = 120
```
100 means you captured exactly your fair share. Our property took 20% more per available room than its comp set. This is the metric that survives a bad market: RevPAR falling 10% while the set falls 15% is a share gain. See [RevPAR Index](/glossary/revpar-index).
### 9. Market Penetration Index (MPI)
The occupancy version of the same idea.
```
MPI = (Your occupancy / Comp set occupancy) x 100
(80% / 76%) x 100 = 105
```
### 10. Average Rate Index (ARI)
And the rate version.
```
ARI = (Your ADR / Comp set ADR) x 100
($150.00 / $132.00) x 100 = 114
```
These three fit together, which is what makes them useful as a set. MPI multiplied by ARI, divided by 100, gets you back to RGI: 105 x 114 / 100 is about 120. That tells you *how* you won your share. This property beat its market slightly on volume and substantially on rate, which is the healthier of the two ways to do it.
## Demand and booking metrics.
Where the business came from, and what it cost you to get.
### 11. Average length of stay (ALOS)
```
ALOS = Room-nights sold / Number of bookings
2,880 / 960 = 3.0 nights
```
Longer stays are cheaper per night to run, because one arrival, one departure, and one deep clean spread across more nights. That's why accepting a lower nightly rate for a longer booking can still leave you ahead. See [average length of stay](/glossary/average-length-of-stay).
### 12. Booking window
The average days between booking and arrival. Our property books 34 days out.
A shortening window means guests are waiting, which usually means they expect a discount for waiting. A lengthening one gives you more room to hold rate. It's the earliest warning sign in this list, because it moves before occupancy does.
### 13. Cancellation rate
```
Cancellation rate = Cancelled bookings / Total bookings
240 / 1,200 = 20%
```
Cancellations quietly wreck forecasts, since a 20% rate means your on-the-books number is meaningfully softer than it looks. Worth tracking by channel, because OTA bookings usually cancel at a very different rate to direct ones.
### 14. Direct booking share
```
Direct share = Direct room-nights / Total room-nights sold
1,152 / 2,880 = 40%
```
The one on this list with the most upside. At a 15% commission, moving 5% of 2,880 room-nights from an OTA to your own site is worth roughly $3,240 in a single month, straight to the bottom line, with no extra rooms sold and no rate change. It shows up in GOPPAR rather than RevPAR, which is exactly why RevPAR-only reporting hides it.
## Guest satisfaction.
Guest satisfaction sits upstream of everything above it. Review score and search rank drive the traffic that fills the rooms in the first place.
Our property sits at 4.6 stars with an NPS of 52. The operational number underneath both is **response time**, because how fast a guest gets an answer moves review scores more reliably than almost anything else you can control. Private post-stay [surveys](/platform/surveys) catch the problems before they become public ones, and [reputation tools](/platform/reputation) handle what's already out there.
## The whole set at a glance.
| Metric | Formula | Our month |
|---|---|---|
| Occupancy | Rooms sold / available room-nights | 80% |
| ADR | Room revenue / rooms sold | $150.00 |
| RevPAR | Room revenue / available room-nights | $120.00 |
| TRevPAR | Total revenue / available room-nights | $170.00 |
| GOPPAR | Gross operating profit / available room-nights | $68.00 |
| CPOR | Rooms dept costs / rooms sold | $60.00 |
| Flow-through | Change in GOP / change in revenue | 40% |
| RGI | (Your RevPAR / comp RevPAR) x 100 | 120 |
| MPI | (Your occupancy / comp occupancy) x 100 | 105 |
| ARI | (Your ADR / comp ADR) x 100 | 114 |
| ALOS | Room-nights / bookings | 3.0 nights |
| Booking window | Average days booking to arrival | 34 days |
| Cancellation rate | Cancelled / total bookings | 20% |
| Direct share | Direct room-nights / total room-nights | 40% |
## Which of these actually matter.
Fourteen metrics is a reference list, not a dashboard. Tracking all of them weekly is how a revenue meeting turns into a recital.
A workable split: **RevPAR and RGI weekly**, because they tell you whether you're winning and they move fast enough to act on. **GOPPAR monthly**, once expenses close, because it's the only one that answers whether the month was actually profitable. **Booking window and direct share monthly as leading indicators**, since both move before revenue does and both are things you can influence directly.
The rest are diagnostics. You reach for CPOR when you're arguing about a rate floor, ALOS when you're setting stay restrictions, and ARI against MPI when you want to know whether you won on rate or on volume.
For short-term rentals the arithmetic is identical with unit-nights in place of room-nights. The one thing that changes is availability: owner stays, seasonal closures, and a listing that was only live for part of the month all have to come out of the denominator, or occupancy reads artificially low.
## Getting the numbers without the spreadsheet.
Most of this arithmetic already exists in your PMS; the work is pulling it out and lining it up. Akia is plugged into your property management system, so your team can ask her where the month landed instead of exporting it. [Ask Akia](/agents/ask-akia) answers from live occupancy, rate, and room revenue, and she'll tell whoever asks, not just whoever has the reporting login.
And a note on the metric most worth moving: [direct booking share](/platform/web-chat) responds faster than the others, because it doesn't need a single extra room sold to show up in profit.
---
# The Best AI Guest Communication Software for Hotels in 2026
URL: https://www.akia.com/blog/best-ai-guest-communication-software-hotels
Guests message from everywhere now. SMS, WhatsApp, web chat, email, the OTA inbox, and the phone at the front desk. Plenty of software promises to handle all of it, but the tools fall into very different buckets and the labels have gone fuzzy. Some are chatbots. Some are copilots that draft a reply for a human to send. A few are real AI agents that read what a guest needs and handle it start to finish.
This guide sorts the platforms hoteliers are actually shopping for, grouped by what each one is genuinely best at. Before the list, the distinction that decides everything in 2026.
## Chatbot, copilot, or agent. Know which one you're buying.
Most "AI guest communication" tools are one of three things, and the gap between them is bigger than the marketing suggests.
- **[Chatbot](/blog/hotel-chatbots).** Scripted flows and FAQ deflection. It answers what it was told to answer and hands off the rest. Fast to break the moment a guest phrases things their own way.
- **Copilot.** Drafts a suggested reply and waits for a staff member to approve and send. Helpful, but a person is still in every loop, so it saves keystrokes, not headcount.
- **Agent.** Reads the message, understands the reservation, decides what to do, and does it. It books the room, sells the early check-in, answers the pet policy, and takes the payment, then only pulls in a human when it should.
Akia is the agent. That single difference is why we grouped the field the way we did below.
## The 2026 comparison at a glance.
| Platform | Best for | What it really is | Voice AI |
| --- | --- | --- | --- |
| **Akia** | Autonomous guest communication | Agentic AI agent | Yes, answers and acts on calls |
| Canary Technologies | Upsells and contactless | Guest journey suite | Added recently |
| Medallia Concierge (Zingle) | Enterprise CX teams | Messaging + CX platform | No |
| Duve | Guest apps and upsells | Guest experience platform | No |
| ALICE by Actabl | Concierge and service requests | Operations platform | No |
| Kipsu | Human real-time service | Staffed messaging | No |
## What actually matters when you compare them.
A few criteria separate a tool that saves your team real hours from one that just adds another inbox.
- **How much does it resolve on its own.** The whole point is fewer messages reaching a person. Ask any vendor for the share of conversations closed without staff, not the number of channels they connect.
- **Does it cover the phone too.** Messaging is table stakes. The front desk phone is where most tools stop and most guests still call.
- **How deep the PMS connection runs.** Reading a reservation is the difference between a generic reply and the right one.
- **How long it takes to sound like you.** Some tools need weeks of scripting. Others learn your property in an afternoon.
## The best AI guest communication platforms, by what they're best at.
### Akia. Best for hotels that want the work actually done.
Akia is a real AI agent for hospitality. She reads what a guest needs and handles it herself, across every channel a guest might use, and she is the same agent whether the guest texts, opens [web chat](/platform/web-chat), or calls.
That last part is the wedge. [AI Voice](/agents/voice) answers the phone, books the room, sells the upgrade, and takes the payment on the call, so it never lands on the front desk. Most tools treat voice as a separate product or a voicemail catcher. For Akia it is the same agent that runs [guest messaging](/agents/guest-messaging), engineered to speak.
She learns your property fast. Point her at your policies and docs through the [Knowledge Base](/agents/knowledge-base) and she answers pool hours and pet questions in your real words. Build [Skills](/agents/skills) for the workflows you run every day, and drop [Mini Apps](/platform/mini-apps) into a text so guests [check in](/platform/digital-check-in), browse the menu, or settle up without a download or a login. She plugs into the [major PMS platforms](/marketplace), so every reply already knows the reservation.
### Canary Technologies. Best for upsell revenue and contactless flows.
Canary built its name on contactless check-in, digital authorizations, and upsells, and it added AI messaging and a voice product more recently. It is a polished suite with strong revenue tooling, aimed squarely at hotels. If your first goal is capturing upsell revenue and running contactless arrivals, it is a serious option. The AI layer is newer than the operational one, so weigh how much you need the agent to resolve on its own versus assist your team.
### Medallia Concierge (formerly Zingle). Best for enterprise CX teams.
Zingle now lives inside Medallia as Medallia Concierge, and it shows. It is a mature, widely deployed messaging platform with deep two-way SMS, WhatsApp, and Messenger, sitting next to Medallia's broader customer experience and survey stack. That makes it a fit for large brands that already run Medallia and want messaging in the same house. It leans toward staff-assisted messaging and analytics rather than an agent that closes conversations by itself.
### Duve. Best for guest apps and pre-arrival upsells.
Duve is a guest experience platform strong on the branded guest app, online check-in, and upsell offers before and during the stay. It does a nice job making the guest-facing surface look sharp. Its messaging is more of a supporting layer around the app and journey than an autonomous agent, so pair it mentally with "guest app first, conversation second."
### ALICE by Actabl. Best for concierge and service requests.
ALICE, now part of Actabl, is an operations and concierge platform, and hoteliers voted Actabl the top concierge software in the 2026 HotelTechAwards. Its heart is service request management, task routing, and staff coordination, with guest messaging around it. If your priority is running housekeeping, maintenance, and concierge requests cleanly, ALICE is built for that world. Guest-facing AI is not its center of gravity.
### Kipsu. Best for human real-time service.
Kipsu is built around real-time messaging handled by your staff, with a service-quality philosophy that favors a human touch over automation. Luxury and service-forward hotels like it for exactly that reason. The trade-off is in the name: it is designed to help people message well, not to hand the conversation to an agent, so it scales with staff rather than instead of them.
## Guest messaging by property type
**Boutique hotels**\
A boutique property runs on a small team, and there's often nobody at the desk overnight. Guests still text at 2am. Akia is the fit here because she answers then, and she knows the guest's reservation while she does it.
**Resorts**\
Resorts have more to sell and more to coordinate. A guest asking about spa availability is also a guest who might book dinner. Look for a tool that answers and books in the same conversation, which is what Akia does.
**Aparthotels and serviced apartments**\
Longer stays mean fewer touchpoints and guests who prefer to self-serve. They want the door code and the laundry situation without calling anyone. Akia keeps that in her Knowledge Base and answers on whatever channel they already use.
**Vacation rentals and villas**\
There's no front desk, so the message thread is the property. Guests judge the whole stay on how fast someone replies. Akia covers every channel they book through and flags the ones that need a person.
**Urban and business hotels**\
Short stays and high turnover, with guests landing late off a flight. Most questions are the same twenty, arriving at every hour. Akia takes them so the desk can look after whoever's standing in front of it.
## Frequently asked questions.
**What is AI guest communication software**? It is software that handles the conversations between a hotel and its guests across channels like SMS, WhatsApp, web chat, email, and the phone. The 2026 versions range from scripted chatbots to AI agents that read a guest's message, understand the reservation, and resolve the request on their own.
**What is the difference between a hotel chatbot and an AI agent**? A chatbot follows scripted flows and deflects anything outside them. An AI agent understands the guest and the reservation, decides what to do, and does it, from answering a policy question to booking a room and taking payment. The agent resolves conversations. The chatbot mostly routes them. For a closer look at the chatbot side, see [how hotel chatbots work](/blog/hotel-chatbots).
**Can AI answer phone calls, not just messages**? Some can. [Akia answers the phone](/agents/voice) as the same agent that runs messaging, and can book, upsell, and take payment on the call. Many platforms handle only text channels, and a few added voice recently as a separate layer, so confirm whether voice is a real agent or a voicemail catcher.
**Will it connect to my PMS**? The stronger platforms integrate with the major property management systems so replies are grounded in the real reservation. If a tool cannot read your PMS, its answers stay generic. Akia [connects to the major hotel PMS platforms](/marketplace).
**What's the difference between a guest communication platform and a PMS**? Your PMS holds the reservation: rates, room assignments, folios. A guest communication platform handles the conversation around it. The two need to talk to each other, which is why the depth of the PMS integration is worth checking closely before you buy.
**Do I need a guest communication platform if my PMS already sends emails**? Most PMS email is one-way and on a fixed template. It confirms the booking, then goes quiet. A guest communication platform picks up when the guest writes back, on whatever channel they chose. That's where the questions actually arrive.
**How much does it cost**? Pricing ranges from per-room subscriptions to usage-based plans, and most vendors quote based on your size and channels. The better comparison is value: how many conversations the tool closes without a staff member. Book a demo to see it against your own volume.
**Can AI guest messaging software hand off to a human**? Yes, and you decide when. Akia Supervision lets you set what Akia handles on her own and what she passes to staff. Anything outside her lane lands in the inbox with the full conversation attached.
**Can AI guest messaging software modify a booking**? Akia handles stay extensions end to end. A guest asks to stay another night, she quotes the price from live availability and takes the payment in the thread. The charge posts to the folio in your PMS. Whether she can rewrite arrival and departure dates on an existing reservation depends on your PMS integration.
**Can AI turn a guest request into a task for staff**? Yes. When a guest asks for extra towels, Akia creates the task and routes it to housekeeping. Your team sees the request without anyone retyping it.
**Does AI guest messaging software support multiple languages**? Akia replies in the language the guest writes in. A guest texting in Portuguese gets Portuguese back, without anyone on your team switching anything on.
## See the agent handle it.
The fastest way to tell a chatbot from an agent is to watch one work. Book a demo and see Akia read a real guest message, pull the reservation, and finish the job herself.
---
# How to Respond to Negative Hotel Reviews (and Prevent More)
URL: https://www.akia.com/blog/negative-reviews-chatgpt
Review sites like TripAdvisor and Google weigh how often you respond to reviews, so replying to the negative ones matters twice over. It moves the algorithm in your favor, and it tells the guest they were heard.
The hard part is finding the words after a long day. You're smiling through gritted teeth, your feet are sore, and your hair smells like the breakfast buffet. A tactful reply is the last thing you have energy for, and putting it off just lets the review sit there working against you.
## Responding to a review with AI.
You can prompt a general AI tool like ChatGPT to draft a reply. Explain the situation the way you'd tell a friend, then paste the review in. A prompt to start with:
**Respond to the following review like a hotel general manager. Format it as an email. Do not offer any incentives.**
Skip the incentives on purpose. You don't want to hand a dishonest reviewer a reason to leave a bad review just to get something for it. If you want to make good with a real guest, do it privately over [chat](/agents/guest-messaging) or email.
A few things to watch with a general tool: give it your brand voice or it sounds generic, keep it under 200 words or it rambles, and check any claim it makes before you post. It doesn't know your pet policy or your check-in time unless you tell it every single time.
## Or let Akia write it, grounded in your property.
Akia already knows your property, so she drafts the reply in your voice with your real policies built in. She sees the reservation behind the review and hands you a response that's ready to post. Nothing to prompt, nothing to fact-check. You read it, approve it, and it's live.
## Better yet, keep the bad review from happening.
That's one piece of a bigger picture. Here's the whole guide to [hotel reputation management](/blog/hotel-reputation-management).
The best reply is the one you never have to write. Most one-star reviews start as a problem the guest would have told you about, if you'd asked while they were still there. Akia asks.
**Start the moment they book.** [Reputation](/platform/reputation) doesn't begin at checkout. Akia greets guests before arrival and asks about special requests, so the [whole experience](/platform/guest-experience) starts right.
**Check in during the stay.** Akia messages guests mid-stay to see how it's going. A guest who mentions a cold room on day one is a fix you can make, instead of a review you read a week later.
**Catch the unhappy ones with a survey.** A quick in-stay [survey](/platform/surveys) puts a number on the stay. Anyone who rates below a 5 gets flagged to your team while the guest is still on property, so you can make it right before they get home to a keyboard.
**Send the happy ones to Google.** At checkout, Akia routes the happy guests to your public review pages and keeps the private feedback coming to you. Your best stays turn into five-star ratings.
Handled well, a rough moment becomes a loyal guest and a better rating. See how Akia [manages your reputation](/platform/reputation) start to finish.
The same AI tools travelers use to read your reviews are the ones recommending hotels. Here is [how to get your hotel found and booked by AI](/blog/get-your-hotel-found-booked-by-ai).
---
# How Dylan Hotel Climbed 300+ Ranks on TripAdvisor
URL: https://www.akia.com/blog/climb-300-ranks-on-tripadvisor
## How Dylan Hotel NYC climbed 300+ ranks on TripAdvisor.
Dylan Hotel NYC went from #390 to #63 out of 515 New York City hotels on TripAdvisor in a little over three years. Same building, same rooms. What changed was how they managed their [reputation](/platform/reputation).
Before Akia, Dylan sat at #390 of 515. The reviews coming in didn't match the stays guests were actually having. The happy guests weren't leaving reviews, and the unhappy ones were.
## Timing is the whole game.
Akia fixes the timing. She [messages guests](/agents/guest-messaging) at the right moment and asks the happy ones to review right after a memorable stay, while the good feeling is still fresh. Guests who leave a low survey score get routed to the team instead, so problems get solved privately before they ever reach a public page.
More positive reviews, left at the right time, moved Dylan up the rankings stay after stay. A higher TripAdvisor rank puts the hotel in front of more travelers, which turns the reviews they were already earning into more bookings.
[Read the full Dylan Hotel story.](/case-studies/climb-300-ranks-on-tripadvisor)
---
# Why Google Reviews Beat TripAdvisor
URL: https://www.akia.com/blog/google-reviews-are-becoming-more-important-than-tripadvisor-reviews
You're not alone if you chose the restaurant with 4.5 stars over the one with 2.5 stars. Shoppers lean hard on reviews before they spend, and for a local business the numbers are stark ([BrightLocal](https://www.brightlocal.com/research/local-consumer-review-survey/)):
What guests do with reviewsShareRead reviews before choosing a local business82%More likely to use a business with positive reviews91%Turned away by a negative review82%Won't consider a business rated under 4 stars53%
## AI is reading your reviews now.
Travelers aren't the only ones reading your reviews anymore. When someone asks Google's AI Overview or ChatGPT for the best boutique hotel in town, the answer is built from the same review signals: your rating and what recent guests actually said. Reviews are only one input. Our guide covers [everything that decides whether AI recommends your property](/blog/get-your-hotel-found-booked-by-ai).
It's tempting to write AI search off as a niche. The numbers say otherwise. OpenAI put ChatGPT at 900 million weekly active users in early 2026, and it crossed a billion users soon after. Google is bigger still, and it now runs AI Overviews across its results for roughly a billion people. Here's the scale side by side:
Where people searchReach (2026)Google search\~13.7 billion searches a dayGoogle AI Overviews / AI Mode\~1 billion usersChatGPT\~1 billion users, 900 million weekly active
Google still dwarfs everything on raw volume, and that's exactly the point. The AI-generated answer now sits on top of those billions of daily searches, above the old blue links. Whether a traveler asks ChatGPT or just Googles your city, an AI is often the first thing that answers, and it's pulling from your reviews to do it. Strong, fresh reviews mean the AI names your property. A thin or dated profile means it gets skipped.
It's probably no surprise that most travelers also use reviews to decide which hotel to book with. After all, [76% of people trust online reviews as much as personal recommendations, and people read an average of 10 reviews before making a purchase decision](https://www.brightlocal.com/research/local-consumer-review-survey/#positive-reviews). Your last ten reviews are the first thing a prospective guest sees. Having good reviews for your hotel is undoubtedly important in this review-driven world, but what you might not know is that reviews can make or break your hotel profits. According to a study, 76% of travelers are willing to spend more on a hotel if it has higher reviews. If a hotel can increase their rating by 1-star, **they can charge 11.2% more while maintaining the same occupancy and market share**.
Let's break this down together. Assume that a hotel has a 67% occupancy for a 100-room hotel. It has a 3-star rating, and it charges $100 per night. Over the course of 30 days, the hotel would be making $201,000. Now, if the hotel could increase their rating to 4-stars, it could make an additional $22,512 every month, and they're only missing out on that revenue because of their ratings.
It's clear that reviews matter for hotels, but it's also important to focus your reputation management on the platform that can make the greatest impact. No, we're not talking about TripAdvisor. We're talking about Google.
With Google taking up almost [87% of the global search engine market](https://www.statista.com/statistics/216573/worldwide-market-share-of-search-engines/#:~:text=Google%20has%20dominated%20the%20search,mobile%20devices%20and%20other%20ventures.), it's not hard to imagine that Google's review system is constantly growing, and even outgrowing TripAdvisor. Google dominates the search engine market, and their review system is integrated into their search engine and maps. When the majority of people take that first step in searching for a local business, Google has just about everything they need to see on the Google My Business page: location, hours, phone number, website, rates, and reviews. There's little reason to look anywhere else when it's all in one place.
There's no question that Google is a very powerful company. Not only is the company a leader in technology, but it also has a very widespread reach. Google reviewers are verified by their Google accounts and their location service to ensure that they've actually been to the business, so people can trust that there won't be as many fake reviews to skew ratings one way or the other. Google's algorithm also prioritizes reviews left directly on Google over reviews from 3rd-party websites like TripAdvisor, and having more direct reviews on Google influences how a business ranks in the local search results. The logic is simple: **Get more direct reviews → Show up higher on local search → Get more bookings.**
With all of this in mind, hotels need a plan to keep their Google reviews strong and their rating above four stars.
## How to get more Google reviews.
Getting more reviews comes down to asking the right guests at the right moment. Happy guests will leave a review when you make it easy and you catch them while the stay is fresh. The full guide to [improving your hotel's review score](https://www.akia.com/blog/hotel-reputation-management).
**Ask right after a good moment.** Akia watches the [stay](/agents/guest-messaging) and asks for the review right after a high point, not weeks later when the glow has faded.
**Send only the happy ones.** A quick [survey](/platform/surveys) sorts the happy guests from the unhappy ones. Akia sends the happy guests to your Google page and quietly routes the rest to your team instead.
**Make it one tap.** Akia drops the direct Google review link right in the guest's chat, so leaving a review takes seconds.
Do this every stay and your Google rating climbs, with your AI-search visibility and bookings right behind it. See how Akia [manages your reputation](/platform/reputation).
---
# Why Your Hotel Needs a Reputation Management Strategy
URL: https://www.akia.com/blog/why-your-hotel-needs-a-reputation-management-strategy
Online reviews have a significant impact on consumers’ decision making process for using a business.
[Studies](https://www.brightlocal.com/research/local-consumer-review-survey/#positive-reviews) have shown that 76% of people trust strangers’ online reviews as much as they would trust personal recommendations. Interestingly enough, [66% of Americas](https://gatherup.com/online-review-statistics/) trust strangers’ online reviews more than recommendations from an ex-partner.
In a world where the internet is a vast and accessible resource, people don’t need to know someone who has tried that specific restaurant or stayed in a particular hotel and ask them what they think. It can take a long time to actually find someone in your social circles who’s had experience with a certain business.
Instead of that process, all people need to do is a quick search for what past customers have to say about the business to get the social proof they need.
Of course, the actual rating matters. If a business were to receive a 1 star rating, people researching that business would likely be wary of going there or using that business. Unless a business makes a huge turnaround in their service and communicates that, people could anticipate similarly bad experiences as others in the past.
In fact, [57% of people](https://gatherup.com/100-online-review-statistics/) will not consider a business if it has less than 4 stars. Even though reviews are inevitably subjective, ratings give a feeling of an objective numerical variable to use for comparisons. Expectations are high, and businesses need to adapt to those expectations.
For a hotel, low ratings could lead to fewer bookings and a loss in profits. Prospective guests can be turned away by complaints from past guests and look for other hotels to book with.
On the other hand, positive reviews can lead to [more hotel bookings](https://www.brightlocal.com/research/local-consumer-review-survey/#positive-reviews). Stories of positive experiences from past guests can help prospective guests feel at ease about making a reservation.
Hotels can also utilize their higher ratings to increase their revenue. It’s estimated that a 1-star increase in ratings can give hotels the opportunity to charge 11.2% more for reservations, without much change in occupancy. Over time, that additional revenue can increase.
[Reputation management](/platform/reputation) is an increasingly important part of marketing strategies, and it should be integrated into your hotel marketing plan. Having a lot of positive ratings can help your hotel get more attention and be more competitive. Learn more [here](https://www.akia.com/blog/google-reviews-are-becoming-more-important-than-tripadvisor-reviews) about where to prioritize getting more positive reviews.
While TripAdvisor is a well-known review website for hotels, there are also other platforms to consider. Platforms like Google My Business, Facebook, Trustpilot, and Yelp host reviews for a variety of different businesses. Others like Hotels.com, Expedia, and Booking.com are more focused in the hotel industry.
Managing your hotel reputation on the most popular review websites can be a worthwhile investment of your time. Start with [how to improve your hotel's reviews](/blog/hotel-reputation-management).
In an ideal world, everyone would give you a 5-star rating on every platform, but the harsh reality is that doesn’t happen. At some point, people will have issues with your hotel.
How many times have you read a negative review for a hotel that could have easily been prevented, had the hotel known about the issue? How would you know how to fix the issue if there’s not an accessible channel for guests to communicate through?
Don’t get blindsided by a bad review after a guest leaves your hotel. You can create opportunities to address guest complaints during their stay by [utilizing service recovery](/platform/surveys), so they can have a better perception of your hotel by the time they leave. Improve hotel reviews by stopping the issue at the root.
[Hotel guest surveys](/platform/surveys) can help you improve the guest’s experience during their stay, and it can also be a preventative way to stop the same issues from arising for future guests.
## How Akia keeps the bad review from happening.
The best reputation strategy is fixing the problem while the guest is still under your roof. Akia reads every [guest message](/agents/guest-messaging) as it lands, so when a guest mentions a cold room or a slow check-in, she catches it and routes it to your team right away. The issue gets solved during the stay instead of showing up in a one-star review a week later.
She works the whole [guest experience](/platform/guest-experience) the same way. A quiet check-in on how the stay is going, and a friendly nudge to the happy guests to post a public review. Akia turns your best stays into five-star ratings and keeps the rough moments off the internet.
With Akia's [reputation management system](/platform/reputation), you will only receive positive reviews from happy guests. Take charge of your hotel reputation, and let those positive reviews reflect the excellent service you have to offer.
---
# What Does "Comped" Mean?
URL: https://www.akia.com/blog/what-does-comped-mean
**Comped** (short for *complimentary*) means given for free. When a hotel, casino, or restaurant comps a room, meal, or upgrade, the guest pays nothing for it. Businesses comp to reward a loyal or high-value customer, smooth over a problem, or take care of a VIP.
You'll hear it as a verb ("they comped our parking") and as an adjective ("we got a comped night"). The forms are *comp, comped, comping*. Below is what the word means in each place you'll run into it, plus how people actually get comped.
## Comp vs. discount vs. on the house
These get mixed up, so here's the quick version. A **comp** is fully free, nothing is charged. A **discount** just lowers the price, so you still pay part of it. **On the house** is the restaurant and bar way of saying an item is comped, covered by the business. The line that matters: comped means the charge is zero, not smaller.
## Where "comped" comes from
"Comp" is short for *complimentary*. It was first used around 1885 to mean a **complimentary ticket**, then stretched to mean a **nonpaying guest** by the 1930s and **anything given free** by the 1960s. The verb "to comp" showed up by 1974 ([Etymonline](https://www.etymonline.com/word/comped)). One thing to keep separate: "comp" can also be short for *compensation* (as in workers' comp), which is a different word entirely.
## What "comped" means at a hotel
At a hotel, a comp is something added to your stay at no charge. Common ones:
- A **comped night**, often to make up for a problem or reward a loyal guest
- A **room upgrade** waiting at check-in
- **Late checkout**, a welcome amenity, or breakfast on the house
- A **waived resort fee** or parking charge
Who tends to get comped: loyalty-program members, repeat and VIP guests, guests who booked direct, and anyone whose stay hit a genuine snag the property wants to fix. A comp lands on your folio (your itemized bill) and gets zeroed out, usually with a note on who approved it.
For a property, a well-timed comp is one of the cheapest ways to turn a rough stay into a good review. That only works if you catch the problem while the guest is still on-site. Akia reads guest messages the moment they land and loops in the front desk when someone's unhappy, so the comp happens while it still matters. [See how Akia handles guest messages](https://www.akia.com/agents/guest-messaging).
## What "comped" means at a casino
The casino sense is the one most people picture, and it works differently. Casinos comp rooms, meals, drinks, show tickets, and free play to reward gambling. Here's the mechanic worth understanding:
1. You **join the players club** and get a rewards card.
2. Your card tracks your play, bet size and time, on slots and video poker (table play is tracked by the pit).
3. Comps are based on your **theoretical loss**, sometimes called "theo" or average daily theoretical, not what you actually won or lost. Wager $1,000 on a slot that returns 90%, and the casino expects to keep about $100, so your comps are calculated off that $100 ([American Casino Guide](https://www.americancasinoguidebook.com/casino-comps/casino-comps-how-the-comp-sysytem-works.html)).
Most casinos run **loyalty tiers** (often Silver, Gold, Platinum, Diamond). The higher your tier, the better your comp rate, plus perks like faster check-in, lounge access, and a personal host. So a "comped Vegas room" isn't really free. You earned it through tracked play.
## What "comped" means at a restaurant
In a restaurant, comping a dish or a round means taking it off the check. Servers and managers comp to fix a mistake (a wrong order, a long wait), to welcome a regular, or as a small courtesy for a special occasion. When a server says an item is "on the house," it's comped.
## How to get comped
Comps aren't only for high rollers. A few things that genuinely help:
- **Join the loyalty or players club.** Most comps flow to members, and enrolling is free.
- **Book direct.** Properties reward guests who skip the OTA, since it saves them commission.
- **Be a repeat guest and build rapport.** Staff take care of the people they recognize.
- **Speak up politely about a real problem.** A calm, specific heads-up gives a manager the room to make it right.
- **Mention a milestone.** Anniversaries and birthdays often earn a small comp.
- **At a casino, play tracked and ask the host.** Comps only count the play on your card.
## Comped vs. related terms
| Term | What it means |
|---|---|
| **Complimentary** | The full word "comp" is short for. Free as a courtesy. |
| **On the house** | Restaurant and bar phrasing for a comped item. |
| **Upgrade** | A better room or seat at no extra charge. |
| **Waived** | A fee that would normally apply is dropped. |
| **Discount** | A lower price, not free. You still pay part. |
| **Gratis / freebie** | Casual words for something given free. |
## Frequently asked questions
**Does comped mean free?**
Yes. A comped item is given at no charge. The business either removes the charge or never adds it.
**Is a comped hotel or casino room really free?**
The room itself costs you nothing. At a casino, though, you typically earned it through tracked play, so it's less "free" than "already paid for" with your time at the tables.
**Do you tip on a comped meal?**
It's good manners to. Tip on what the meal would have cost, since your server did the same work whether or not you paid for the food.
**How do casinos decide who gets comped?**
On your theoretical loss, the amount they expect to win from your play over time, tracked through your players-club card. More tracked play at higher stakes means more comps.
**What's the difference between comped and complimentary?**
None, really. "Comp" is just the shortened, everyday form of "complimentary."
**Is a comp taxable?**
Everyday hotel and restaurant comps aren't something you'd report. Large casino comps and prizes can carry tax implications depending on how they're issued, so keep records if you play often and check with a tax professional.
## The short version
Comped means free, given as a courtesy or a reward. At a hotel it's a night, an upgrade, or a waived fee for a loyal guest or to fix a problem. At a casino it's rooms and meals earned through tracked play. At a restaurant it's a dish on the house. However you run into it, the word means the same thing: you don't pay.
---
# Hotel vs Resort: What's the Difference?
URL: https://www.akia.com/blog/hotel-vs-resort
Travelers use "hotel" and "resort" as if they mean the same thing. They don't. Both give you a room and a front desk, but the kind of trip each is built for is different, and knowing which is which saves you money and disappointment. Here's the plain-English difference, what a resort actually is, what those resort fees cost in 2026, and how to pick the right one.
## Hotel vs resort: the short answer
A hotel is somewhere you stay overnight, usually for convenience. A resort is a self-contained destination you travel to for the experience. Hotels sit in cities and near transit and suit short stays. Resorts sit in scenic places, bundle dining, activities, and amenities on-site, and are built for longer, leisure-driven trips where you rarely need to leave the property.
| | Hotel | Resort |
|---|---|---|
| **Purpose** | A place to stay | A destination in itself |
| **Location** | Cities, business districts, near airports | Beaches, mountains, islands, scenic spots |
| **Length of stay** | A night to a few days | Several days to a week or more |
| **Amenities** | Room, front desk, sometimes a pool or gym | Pools, spa, activities, entertainment, kids clubs |
| **Dining** | A restaurant or two, room service | Multiple restaurants and bars, often all-inclusive |
| **Activities** | Few, so you head out to explore | Extensive and on-site, so you stay put |
| **Typical guest** | Business and short-stay travelers | Vacationers, families, couples |
| **Pricing** | Room rate, extras à la carte | Packages or all-inclusive, often a resort fee |
| **Best for** | Convenience and a base for exploring | Relaxation with everything in one place |
## What is a hotel?
A hotel is an establishment that provides short-term lodging, usually in private rooms, along with services like housekeeping, a front desk, and food and beverage. The whole point of a hotel is a comfortable, convenient place to sleep, often as one piece of a bigger trip. Hotels cluster in city centers, business districts, and near airports and attractions, where being close to everything matters more than the property itself.
### Types of hotels
- **Boutique:** small, design-forward, and independent, with a strong sense of place.
- **Chain:** consistent, branded properties you'll recognize city to city.
- **Business:** built for corporate travelers, with meeting space and fast wifi.
- **Luxury:** high service ratios, fine dining, and premium everything.
- **Extended-stay:** kitchenettes and laundry for longer work or relocation trips.
- **Motel and inn:** roadside, budget-friendly, drive-up rooms.
- **Airport:** convenience stays for early flights and long layovers.
Hotels are also ranked on a **star scale from 1 to 5**, a rough shorthand for service and amenity level. One and two stars cover the basics, three adds on-site dining and more service, and four and five signal full-service luxury with concierge, spa, and multiple restaurants.
## What is a resort?
A resort is a self-contained vacation property that provides most of a guest's needs on-site: lodging, dining, entertainment, and recreation like pools, spas, golf, or a private beach. Guests come for the property itself, not as a stop on the way to something else, and often stay for days without leaving. Resorts sit in scenic, recreational settings and are built around relaxation and things to do.
### Types of resorts
- **All-inclusive:** one price covers room, meals, drinks, and most activities.
- **Beach:** oceanfront, built around sun, sand, and water sports.
- **Ski and mountain:** slope-side lodging with lifts, gear, and après-ski.
- **Golf:** championship courses at the center of the stay.
- **Spa and wellness:** treatments, fitness, and healthy dining as the draw.
- **Family:** kids clubs, pools, and programming for every age.
- **Adults-only and luxury:** quiet, high-service escapes for couples.
- **Eco:** low-impact stays in natural settings.
- **Destination and mega-resorts:** sprawling properties with dozens of venues, common in Las Vegas and Orlando.
## Hotel vs resort: the key differences
Both are hospitality, but they diverge on a handful of things that actually shape your trip.
**Location.** Hotels go where the demand is: downtowns, business districts, transit hubs. Resorts go where the scenery is: coastlines, mountains, islands.
**Amenities and facilities.** A hotel covers the essentials, maybe with a pool or gym. A resort is amenity-led, with multiple pools, a spa, activities, and entertainment as the reason you booked.
**Dining.** A hotel might have a restaurant and room service. A resort usually runs several restaurants and bars, and many fold meals into the room price.
**Activities and entertainment.** At a hotel you leave the building to find things to do. At a resort the things to do are the building.
**Length of stay.** Hotels see one-night and few-night stays. Resorts are booked for longer, since it takes days to enjoy what you're paying for.
**Guest and experience.** Hotel guests want comfort and a convenient base. Resort guests want to arrive, unpack once, and not think about logistics again.
**Cost and fees.** This is where it gets interesting, and where a lot of travelers get surprised.
## What resort fees actually cost in 2026
A resort fee (sometimes a "destination fee" or "amenity fee") is a mandatory daily charge on top of your room rate, meant to cover things like the pool, gym, wifi, and local calls. The catch is that these fees historically showed up late in booking, so the price you saw was not the price you paid.
The average US resort fee runs [around $42 a night](https://www.nerdwallet.com/travel/learn/hotel-resort-fees), with most properties landing between $15 and $50 and luxury spots in Las Vegas, Miami, and New York charging $50 or more. Over a week, that quietly adds a few hundred dollars to a "cheaper" rate.
Here's the 2026 change worth knowing. The FTC's rule on unfair or deceptive fees [took effect on May 12, 2025](https://www.ftc.gov/news-events/news/press-releases/2024/12/federal-trade-commission-announces-bipartisan-rule-banning-junk-ticket-hotel-fees), and it requires hotels, resorts, and booking platforms to show the **all-in total price upfront**, resort fees included, before you check out. It does not ban the fees, it just [forces them into the open](https://www.cnbc.com/2025/05/12/resort-fees-must-be-disclosed-what-to-do-if-youre-charged-one.html) so you can compare honestly. And worth clearing up: resort fees are not a resort thing. Plenty of city hotels charge them too, so read the total either way.
## Is all-inclusive the same as a resort?
Not quite. All-inclusive is a pricing model, and a resort is a property type. Most all-inclusives are resorts, but a resort can also charge à la carte for dining and activities. When people picture "an all-inclusive," they're usually picturing a beach resort where the buffet, drinks, and activities come baked into one nightly rate.
That model is having a real moment. The global all-inclusive resort market was worth [about $67 billion in 2025 and is projected to roughly double by 2034](https://dataintelo.com/report/all-inclusive-resort-market), growing around 8% a year. Demand is following: in a 2026 survey, [87% of travelers said they'd stayed at or considered an all-inclusive](https://skift.com/2026/03/12/new-research-why-all-inclusive-travel-is-having-a-moment/), and most expect to spend more on travel this year than last. The appeal is simple. One price, no math at dinner, no surprise line items.
## Can a hotel become a resort?
Yes, and the line between the two is blurrier than it used to be. A hotel that adds a spa, real dining, and enough on-site activities to keep guests around starts to function like a resort, and many reposition themselves exactly that way. The rise of "resort-style" city properties, rooftop pools, wellness floors, curated experiences, is hotels borrowing the resort playbook to earn longer stays and higher rates. A resort, in turn, can sit inside a hotel brand. The label follows what the property actually delivers, not the other way around.
## Which should you book?
A quick gut check:
- **Book a hotel** if you're traveling for work, exploring a city, passing through, or you just need a clean, well-located base and plan to be out all day.
- **Book a resort** if the trip *is* the destination, you want to unpack once, and you'd rather have the pool, the dining, and the activities a few steps from your room.
- **Families and couples** on a real vacation usually get more from a resort. **Solo and short-stay travelers** usually get more from a hotel.
## For hoteliers: should you call your property a hotel or a resort?
This guide helps hospitality professionals position their property effectively. It starts with the label, which sets a guest's expectations before they arrive. Call yourself a resort and guests expect the pool and the dining to back it up. Position around what you actually deliver: your location, your amenities, the stay length you want to attract, and the pricing model that fits. A downtown property with a great bar and a rooftop is a hotel that punches above its weight. A beachfront property with three restaurants and a spa is a resort, and should be priced and marketed like one.
Whichever you are, the guest experience is what earns the review. Akia handles the messaging, requests, and well-timed upsells for hotels and resorts alike, so a guest gets a fast answer whether they're staying one night downtown or a week on the water. [See how Akia sells upsells](https://www.akia.com/platform/upsells).
## Frequently asked questions
**Is a resort more expensive than a hotel?**
Often, but not always. Resorts bundle in meals, activities, and amenities, so the nightly rate looks higher. A budget all-inclusive can work out cheaper than a hotel once you add up separate meals and excursions.
**Do all resorts charge resort fees?**
No, and plenty of non-resorts do. All-inclusive resorts usually fold everything into one rate, while many city hotels tack on a daily resort or destination fee. Since May 2025, the total including those fees has to be shown upfront.
**Is all-inclusive cheaper than paying as you go?**
It depends on how you travel. If you'll eat most meals on-site, drink, and use the activities, all-inclusive usually wins. If you plan to explore and eat out, à la carte can cost less.
**Is a motel a hotel?**
Sort of. A motel is a budget, roadside form of hotel with rooms that open to a parking lot, built for drive-up convenience rather than on-site experience.
**Can any hotel call itself a resort?**
There's no strict legal bar, but guests notice. A property that markets itself as a resort without the amenities to match tends to collect disappointed reviews, so the label should follow the experience.
## The bottom line
The difference between a hotel and a resort comes down to purpose. A hotel is built for convenience and short stays and puts you close to a city or a route. A resort is built to be the whole trip, with dining, activities, and relaxation on-site for a longer, slower stay. Match the choice to the trip you actually want, read the all-in price now that fees have to be disclosed, and you'll book the right one.
---
# What is RevPAR?
URL: https://www.akia.com/blog/what-is-revpar
Revenue per available room, or RevPAR, is one of the most cited numbers in the hotel industry. It's also one of the most misunderstood. Whether you run a 25-key boutique property in Palm Springs or a regional portfolio, knowing how to read RevPAR is key to spotting where revenue is hiding.
This guide breaks down what RevPAR means, how to calculate it, what it looks like heading into 2026, and where it quietly falls short.
## What is RevPAR?
RevPAR stands for **Revenue Per Available Room**. It measures how much room revenue you earn for every room you could have sold, whether or not it was occupied. It folds occupancy and average daily rate (ADR) into a single number, so you see at a glance how well you're filling rooms and at what price.
**The formula is simple:**
**RevPAR = Rooms Revenue / Available Rooms**
Or, the same thing a different way:
**RevPAR = Occupancy Rate x ADR**
So if you have 100 rooms, 75% occupancy, and a $200 ADR, your RevPAR is $150. To run your own numbers, use the [RevPAR calculator](/tools/revpar-calculator).
## Why RevPAR matters
RevPAR is popular because it gives operators a fast read on how efficiently inventory is being monetized. ADR alone ignores occupancy. Occupancy alone ignores rate. RevPAR balances both.
For a GM or director of operations, it surfaces things like:
- How pricing and promotions are moving room revenue
- Whether a dip in occupancy is being offset by higher rates
- How the property is tracking against its comp set
It's most useful over time: week over week, month over month, and year over year.
## Where RevPAR stands in 2026
Context makes the number mean something, and the last two years have been a real turn.
- **2025 was the first full-year decline since 2020.** US RevPAR slipped 0.3% to **$100.02**, as occupancy fell to 62.3% and ADR edged up 0.9% to $160.54, [according to CoStar's STR data](https://www.costar.com/products/str-benchmark/resources/press-releases/us-hotels-report-first-full-year-occupancy-revpar).
- **2026 came back strong.** Q1 2026 RevPAR was [the highest on record](https://www.hoteldive.com/news/costar-tourism-economics-hotel-revpar-forecast-2026/821683/), and CBRE clocked [Q1 RevPAR up 3.8% year over year](https://www.cbre.com/insights/figures/q1-2026-us-hotel-figures) on a mix of higher rate and occupancy.
- **The forecast got upgraded mid-year.** CoStar and Tourism Economics opened 2026 expecting just 0.6% growth, then [raised the full-year outlook to 2.8%](https://www.hoteldive.com/news/costar-tourism-economics-hotel-revpar-forecast-2026/821683/) after the strong first half, with the FIFA World Cup adding lift in host markets.
The big brands tell the same story, and it's a rate-led recovery. Marriott's CEO Anthony Capuano said [global RevPAR "increased over 4 percent, exceeding the high end of our expectations, driven by gains in both average daily rate and occupancy"](https://www.prnewswire.com/news-releases/marriott-international-reports-first-quarter-2026-results-302763318.html). Hilton's Christopher Nassetta guided [full-year system-wide RevPAR growth to 2% to 3%](https://www.theglobeandmail.com/investing/markets/stocks/HLT/pressreleases/1568281/hilton-hlt-q1-2026-earnings-call-transcript/). Wyndham's Geoff Ballotti struck a similar note: [US economy and midscale RevPAR is "recover(ing) ahead of expectations," heading into peak summer "with increasing optimism"](https://www.prnewswire.com/news-releases/wyndham-hotels--resorts-reports-strong-first-quarter-results-302757605.html).
The through-line for 2026: most of the majors are guiding to low-single-digit RevPAR growth, with rate doing the heavy lifting while occupancy holds roughly flat.
## When RevPAR falls short
RevPAR is handy, but it isn't the whole picture. A high RevPAR doesn't guarantee profit.
- You can push rates to lift RevPAR and quietly grow cancellations or dent guest satisfaction.
- A sold-out hotel with a healthy RevPAR can still lose money if operating costs run too hot.
That's why operators increasingly pair it with **GOPPAR** (Gross Operating Profit Per Available Room) and **TRevPAR** (Total Revenue Per Available Room), which fold in other revenue and expenses for a truer read.
## The 2026 shift: from RevPAR to total profit
Here's what's changing in how the industry thinks about this. As rate growth gets harder to come by, the conversation is [moving from top-line RevPAR toward total profit](https://mavrev.co.uk/advice/the-rise-of-agentic-ai-from-total-revenue-to-total-profit/): GOPPAR, TRevPAR, and the full picture of what a room actually earns after costs.
Two forces are driving it. Labor costs remain stubbornly high, so [margin defense is front of mind](https://www.hotelnewsresource.com/article138931.html). And revenue management is going agentic. The marquee 2026 shift is [always-on AI that scans demand and adjusts pricing and distribution within a hotelier's guardrails](https://mavrev.co.uk/advice/the-rise-of-agentic-ai-from-total-revenue-to-total-profit/), rather than a revenue manager rebuilding a spreadsheet every morning. AI-driven dynamic pricing has quietly become table stakes.
## RevPAR strategies that actually work
Moving RevPAR comes down to balancing occupancy and rate without hurting the guest experience. A few that hold up:
- **Dynamic pricing.** Adjust rates to real demand signals, not last year's calendar.
- **Minimum length-of-stay rules** on your highest-demand dates.
- **Direct-booking incentives** that add value instead of slashing rate. Personalized booking flows are [lifting direct conversion 5 to 8%](https://rategain.com/blog/how-to-increase-hotel-direct-bookings/), and every direct booking dodges an OTA commission.
- **Upselling and ancillary revenue.** Early check-in, room upgrades, F&B credits, and experiences all lift the revenue a room earns. Hotels attributing ancillary revenue well report [8 to 12% uplift](https://dataintelo.com/report/ancillary-revenue-attribution-for-hotels-market).
This is where Akia quietly helps the occupancy and ancillary side of the equation. She answers the rate and availability questions shoppers ask and gets the direct booking, no OTA commission. And she sells the early check-in or the upgrade at the right moment, while your front desk is busy with someone else. [See how Akia sells upsells](https://www.akia.com/platform/upsells).
## Wrapping it up
RevPAR is one of the most useful numbers a hotel operator has, but it works best as a pulse check, not a final diagnosis. Read it alongside GOPPAR and TRevPAR, watch it over time, and treat every move as a question. When it climbs, ask why. When it dips, ask what changed. Either way, it starts the conversation that leads to sharper pricing, smarter staffing, and a better stay.
---
# International Housekeepers Week 2026: Dates, Ideas, and Ways to Thank Your Team
URL: https://www.akia.com/blog/international-housekeepers-week
## When is International Housekeepers Week 2026?
International Housekeepers Week 2026 runs **September 13 to 19**. It always lands on the second full week of September, so it moves a day or two each year. The week has been around since 1981, when the International Executive Housekeepers Association (IEHA) set it aside to spotlight the people who keep every property running.
You'll also see it called National Housekeeping Week, or just Housekeeping Week. In healthcare it runs as Environmental Services Week. Same week, same people, different name on the flyer.
For a boutique hotel or a vacation rental, that spotlight matters more than it used to. A spotless room is still the first thing a guest notices and one of the most mentioned things in reviews. The team behind it deserves a real week, not a card in the break room.
## What's the theme for Housekeepers Week 2026?
There's no official theme from IEHA this year, so the slogans you'll see on banners and mugs are gift-vendor copy, mostly recycled from past Septembers. That leaves the theme up to you, which is the better outcome anyway.
A few that work on any property:
- **Behind Every Great Stay.** Ties the week to the thing guests actually notice.
- **The Detail Crew.** Good for a property that competes on how sharp the rooms look.
- **Room 100 Club.** Name it after a milestone and hand out something real when someone hits it.
- **Everything You Touch.** Short enough for a door sign, a shirt, or the back of a name badge.
Pick one on Monday and let it run all week. A theme your team recognizes beats a slogan off a mug, and it costs nothing.
## Why the week hits differently in 2026
Housekeeping is the hardest role in hospitality to fill right now, and it isn't close. In AHLA's latest survey, [65% of hotels reported staffing shortages, and 38% named housekeeping their single most difficult department to staff](https://www.ahla.com/news/65-surveyed-hotels-report-staffing-shortages). Turnover across hospitality still runs [roughly 70 to 75%](https://tumihospitality.com/hotel-housekeeping-staffing-challenges-solutions/), several times the rate of most other industries.
The job is also physically punishing. In peer-reviewed research on hotel housekeepers, [61% reported job stress](https://pubmed.ncbi.nlm.nih.gov/39475436/). When the people doing the hardest job feel unseen, they leave, and every departure costs you weeks of recruiting and training.
That's the real reason to take this week seriously. Recognition isn't a nicety. For a property where service quality is the whole product, keeping your best housekeepers is a competitive advantage.
## Housekeeping Week ideas, day by day
Properties that plan ahead tend to get more out of the week than ones that improvise. A theme a day keeps the energy up and gives everyone something to look forward to.
### Monday: Welcome and appreciation
Open with a celebratory breakfast and a recognition board where staff can leave notes for one another. Small welcome gifts, like reusable bottles, tote bags, or branded gear, set the tone.
### Tuesday: Creativity day
Run a towel-art contest or a themed room-design challenge, and let guests vote on their favorites. Prizes can be gift cards, extra time off, or a fun experience.
### Wednesday: Taste of the city
Bring in a local food truck or cater lunch from a neighborhood favorite. Add music or a quick cooking demo and the day feels like an event, not a shift.
### Thursday: Team connection
Let housekeepers swap roles with the front desk or sales for a couple of hours. It builds empathy fast. Close the day with trivia or a team game.
### Friday: Celebration and recognition
End with an awards ceremony for service milestones and standout work. Fun categories land well: Best Bed Maker, Most Creative Towel Artist, Team Spirit Champion.
Playful competitions have become a favorite. A "Housekeeping Olympics" with bed-making, towel-folding, and detail-inspection heats lightens the workload with a bit of fun and builds real pride in the craft.
*Gamifying recognition: an idea for Housekeeping Olympics where departments compete in bed-making, towel-folding, and detail inspections (source: r/AskHotels).*
## Recognition and wellness perks
Appreciation goes further when it feels personal. Many properties use the week to offer perks that ease real life:
- Wellness vouchers, like a massage or a spa treatment
- Gift cards to local restaurants or shops
- Personalized items that honor years of service
- Extra paid time off or flexible scheduling for the week
One idea worth stealing: some hotels gift staff a [home cleaning service](https://www.nivati.com/blog/housekeeping-appreciation-week-ideas) so the people who clean all day come home to a clean house too. It's small, and staff never forget it.
If your budget allows, the strongest signal of all is financial. A one-time bonus, or timing a raise to land on the week, says more than any themed lunch can.
*Example of how a 1,600-room convention property celebrated Housekeeping Week with daily activities and recognition events (source: r/AskHotels).*
## Let guests do the thanking, too
Here's the shift worth making this year. Guests want to tip housekeeping, they just never carry cash anymore. Digital tipping closes that gap: a guest scans a code, leaves a little extra, and it reaches the person who earned it. Hoteliers have been [steadily rolling it out](https://www.travelweekly.com/Travel-News/Hotel-News/Hoteliers-slowly-test-digital-tipping), and the industry increasingly sees [2026 as the year it goes mainstream](https://www.hospitalitynet.org/opinion/4132499/the-tipping-point-why-digital-tipping-has-stalled-and-how-2026-changes-everything). For housekeepers, who rarely meet the guest face to face, it can mean real extra income and one more reason to stay.
Akia makes it a two-tap moment. A guest scans a code in the room, leaves a tip, and it lands with the right person. No app, no cash, no awkward envelope. [See how Akia handles tipping](https://www.akia.com/platform/tipping).
## Recognition that lasts past Friday
The best-run properties treat the week as a start. Consistent appreciation lowers turnover, and well-recognized employees are [45% less likely to have left their job two years later](https://www.gallup.com/workplace/650174/employee-retention-depends-getting-recognition-right.aspx).
Some of that recognition is just respecting people's time. In 2026, the industry is [leaning hard into AI and automation for housekeeping ops](https://www.exploretech.io/en/blog/the-future-of-hotel-technology-30-key-trends-for-2026), where a guest request or an early checkout reroutes the board automatically instead of landing as a shouted hallway favor. Route and schedule optimization hands those hours back, and it means less chaos for the people you already have.
Akia sits right there. When a guest messages for fresh towels or a late checkout, Akia files the task and sends it to the right person, so nothing gets lost and your team isn't chasing paper. [See how Akia handles tasks](https://www.akia.com/platform/tasks).
## Your Housekeepers Week checklist
- **Plan ahead.** Set a budget, line up vendors, and coordinate with department heads.
- **Communicate.** Share the schedule early so the team can look forward to it.
- **Host daily activities.** Blend recognition, friendly competition, and good food.
- **Celebrate milestones.** Call out tenure, promotions, and standout contributions.
- **Gather feedback.** Ask what landed and what you'd do differently next year.
## The takeaway
International Housekeepers Week 2026 runs September 13 to 19. It's the clearest chance all year to tell the team that carries your guest experience that you see them. Plan a real week, let guests join in with a tip, and carry the appreciation into how you run every day after. Your reviews, and your retention, will thank you.
## FAQ
### Is Housekeepers Week the same as Environmental Services Week?
They overlap. Hospitality calls it International Housekeepers Week, and healthcare facilities run the same week as Environmental Services Week or HSK/EVS Week for their cleaning and sanitation teams. Same dates, different industry, and the recognition ideas travel fine between them.
### When is Housekeepers Week 2027?
September 12 to 18, 2027. The week always lands on the second full week of September, so you can put it on next year's calendar now.
---
# Motel vs Hotel: What's the Difference?
URL: https://www.akia.com/blog/motel-vs-hotel
Motels and hotels look almost the same on a booking site: a room, a bed, a nightly rate. But they were built for different kinds of trips. One is designed for a quick stop off the highway. The other is designed to keep you comfortable for days. Once you know what separates them, choosing is easy.
**The short version:** a motel is a smaller, cheaper roadside property where your door opens right onto the parking lot. A hotel is a larger property with interior hallways, more amenities, and rooms for every kind of stay.
## What is a hotel?
A hotel is a lodging property, usually several floors, where guest rooms open onto interior hallways. Hotels run the range from budget chains to luxury resorts, but they share a few traits: a staffed front desk, indoor common areas, and a menu of amenities that often includes a restaurant, pool, gym, room service, and a concierge. Rooms come in tiers, from a standard queen to a multi-room suite.
Hotels sit where people gather: downtowns, near airports, and at destinations. They're built for everything from a one-night business trip to a week-long vacation.
## What is a motel?
Motel is a blend of "motor" and "hotel," coined in the 1920s for drivers who needed a bed along the highway. The design still reflects that. A motel is typically one or two stories arranged around a parking lot, with each room's door opening straight to the outside, so you can park a few steps from your bed.
Motels keep it simple: a clean room, free parking, and wifi. They cluster along highways, on the edges of town, and in rural areas where a road-tripper needs to stop for the night. The appeal is speed and price. You pull in, sleep, and get back on the road.
## Motel vs hotel: the 6 real differences
| | Motel | Hotel |
|---|---|---|
| **Layout** | Exterior doors opening to the parking lot | Interior hallways |
| **Price** | Lower, basics only | Higher, more included |
| **Amenities** | Parking, wifi, maybe a small pool | Restaurant, pool, gym, room service, concierge |
| **Size** | One or two floors, few room types | Multiple floors, standard rooms to suites |
| **Location** | Highways, town outskirts, rural routes | City centers, airports, destinations |
| **Typical stay** | A night or two on the way somewhere | A night to a full week |
### 1. Layout and access
The clearest tell. At a motel, your door opens straight onto the parking lot, so you can unload the car in ten seconds. At a hotel, you park or valet, walk through a lobby, and reach your room down an interior hallway. Exterior access is convenient for a quick overnight. Interior access is quieter and more secure for a longer stay.
### 2. Price
Motels almost always cost less. You're paying for a clean bed and little else, which is exactly what a road trip calls for. Hotels charge more because the rate bundles in the pool, the gym, the restaurant, and the staff to run them. Whether that's worth it depends on how much of the building you'll actually use.
### 3. Amenities
Motels keep the list short: free parking, wifi, sometimes a small pool or a continental breakfast. Hotels compete on amenities, so you'll often find on-site dining, a fitness center, room service, and a concierge who can book your dinner. If the property is part of the trip, a hotel delivers more. If you just need to sleep, a motel's basics are plenty.
### 4. Size and rooms
Motels are compact, usually one or two floors with a handful of room types. Hotels run larger, with multiple floors and a range of rooms from a standard double to a suite with its own living room. More room types means more flexibility for families, business travelers, and longer stays.
### 5. Location
Motels follow the road. You'll find them along highways, at freeway exits, and on the edges of town, right where a driver needs them. Hotels follow the crowd, clustering downtown, near airports and convention centers, and at vacation destinations. Where you're headed often decides which one is even an option.
### 6. Length of stay
Motels are built for the quick stop, a night or two while you're passing through. Hotels flex to fit the trip, from a single business night to a week-long holiday, which is why they invest in the comforts that make a longer stay pleasant.
## Which one should you book?
It comes down to the trip. Book a motel when you're driving through, watching the budget, and mostly need a safe, clean place to sleep with easy parking. Book a hotel when the property is part of the experience, when you want amenities on site, or when you're staying more than a night or two. Neither is better in the abstract. They're built for different journeys.
## For operators: same guest, different expectations
Run a motel and a hotel, and the guests want different things, but the questions they text you are surprisingly alike. What time is check-in? Is there parking? Can I get a late checkout? Both kinds of property win the same way: answer fast, at any hour, without tying up the front desk.
That's what Akia does. She answers [guest messages](/agents/guest-messaging) the second they land, day or night, whether you run six roadside rooms or a downtown high-rise. She handles [check-in](/platform/digital-check-in), shares the wifi, sells the [late checkout](/platform/upsells), and knows each guest's reservation before she replies. Motel or hotel, she gives every guest a front-desk answer without the front-desk wait.
## Frequently asked questions
**Is a motel cheaper than a hotel?**
Usually, yes. Motels offer fewer amenities and a simpler build, so nightly rates run lower. You're paying for a clean room and parking rather than a pool, restaurant, and room service.
**Are motels safe?**
A well-run motel is perfectly safe. The main difference is that motel rooms open to the outside rather than an interior hallway, so many travelers prefer a hotel for late arrivals or longer stays. Reviews are your best guide to any specific property.
**What does "motel" stand for?**
It's a blend of "motor" and "hotel," coined in the 1920s for travelers driving between cities who needed a place to stop overnight.
**Can you stay long-term in a motel?**
You can, and some motels offer weekly rates, but they're designed for short stays. For anything beyond a few nights, a hotel or an extended-stay property is usually more comfortable.
**What's the difference between a motel and an inn?**
An inn is typically a small, older lodging property, often with a restaurant or bar and more character, while a motel is a roadside property built around a parking lot. Both are usually smaller than a hotel.
---
# The night shift: 1.4 million guest messages reveal the after-hour demand.
URL: https://www.akia.com/blog/guest-messages-after-hours
**TL;DR:** Across a 30-day sample of 1.4 million guest messages, about 4 in 10 arrived outside 9-to-5. The late evening is when problems spike, and after midnight lockouts are the only thing that gets more likely rather than less.
**Key findings**
- About 4 in 10 guest messages arrive outside 9-to-5
- Between 9pm and midnight, wifi problems run 1.9× their normal share and lockouts 1.7×. Complaints move less than you'd expect, at 1.3×.
- Lockouts peak between 11pm and 2am, and after midnight they're the only topic still running above normal.
Once the front desk goes home for the night, the guests don't. Somewhere around 1am you get the worst version of it: a guest stuck at the door with a code that won't work, nobody awake to help, and a message that just sits in the inbox until morning. By the time someone finally answers, the guest's been locked out for ages and the one-star review is already half-written.
We wanted to see how common that overnight scramble really is, so we looked at 1.4 million guest messages over 30 days, converted every one to the property's local time, and sorted them by what the guest was actually asking.
[Our last report](https://www.akia.com/blog/what-900000-guest-messages-revealed-about-how-properties-actually-run) went through 900,000 guest messages and found roughly 80% are the same repeatable questions over and over. That was what guests ask. This one's about when they ask it, because the message landing at 1am is nothing like the one that comes in at 1pm.
## When do guests message the most?
[Guest messaging](/agents/guest-messaging) runs around the clock, and about 4 in 10 messages arrive outside 9-to-5. During the day, the inbox is mostly logistics: check-in times, arrival questions, where to park. After dark, the mix tilts toward the messages you least want to miss. Wifi problems and lockouts climb hardest in the late evening, and maintenance is the odd one out, running above normal first thing in the morning instead.
## Late at night, it's lockouts.
When a guest is standing at the door at 1am with a code that won't work, every minute is a guest getting angrier and a review getting written. That's why lockouts are the message to watch overnight.
And they cluster exactly when no one's around to help. Lockouts and "the code isn't working" messages peak between 11pm and 2am. At 1am, lockouts run about twice their normal share of the inbox.
## How Akia covers the overnight shift.
Akia is the AI Agent for hospitality, and overnight is exactly the window it's built for: the hours when a guest still needs an answer and no one's awake to give it.
### Akia answers using your property's knowledge and the guest's reservation.
A guest messages at 1am and Akia already knows who they are, what unit they're in, and what their stay looks like. Akia pulls the right entry steps for that specific unit and walks the guest through them on the spot, in whatever channel they messaged from.
### Example on how to instruct your Agent with step-by-step instructions.
**Title:** Room Access Troubleshooting
**Instructions:** When a guest says they cannot enter their room or their code/key is not working, help them troubleshoot step by step.
1. First, confirm the **room/unit name or number** and ask what happens when they try to enter.
2. Ask them to verify they are at the **correct door**.
3. Ask them to **re-enter the code slowly and carefully**.
4. If relevant, remind them to press any **confirm/unlock button** after entering the code.
5. Ask them to **try the handle after entering the code**.
6. If it still does not work, ask them to wait **30 seconds** and try again.
7. If available, ask them to send a **photo of the keypad/lock** or describe any lights, sounds, or error messages.
8. If the issue still is not resolved, apologize and **escalate to staff immediately**.
Agents handle issues around [door codes](/platform/keyless-entry), wifi, devices like TVs and air conditioners within the room as well.
### A lockout is the clearest case.
Akia confirms the guest and their reservation, checks whether a valid code exists for that stay, and reissues the code or triggers door access right there in the conversation. A lot of overnight access problems get solved before anyone has to be woken up or sent out to the property. See the [door locks](https://www.akia.com/marketplace) Akia works with.
### You decide how far Akia goes.
Akia can complete the action on its own, ask a staff member to approve it first, or prep the handoff with the full context attached. You set that per question type, and move things from supervised to agentic as your confidence grows.
### Anything that needs a person gets escalated with the context already there.
A real complaint, a safety issue, anything Akia isn't sure about, will notify your team with the guest, the reservation, and the full conversation attached. Your on-call staff gets woken up for the things that actually need them, not for a door code.
### Akia covers every channel from one inbox.
SMS, WhatsApp, Airbnb, Booking.com, Vrbo, web chat, and email all run through the same place, so a guest who switches from Airbnb to a text at midnight gets the same answers without re-explaining anything.
### Where AI Voice fits.
The 2am problem is a person who can't get into their room. They'll use whatever reaches someone fastest, and for plenty of guests that's the phone. AI Voice picks up already knowing which stay they're on, and resolves most calls without waking anyone. It's the same Akia who answers your texts. She just picks up the phone too.
## FAQ
### What percentage of guest messages arrive after hours?
About 4 in 10 guest messages arrive outside 9-to-5. Daytime volume skews to logistics like check-in times, arrival questions, and parking. After dark the mix tilts toward wifi, lockouts, and complaints, which are the messages a property least wants to leave sitting until morning.
### What time do guest lockouts peak?
Lockouts and "the code isn't working" messages peak between 11pm and 2am. At 1am they run about twice their normal share of the inbox, and after midnight they're the only topic still running above their all-day average.
### Which guest requests spike overnight?
Measured against each topic's own all-day normal, wifi problems run 1.90x between 9pm and midnight, lockouts 1.73x, and complaints 1.31x.
### What happens to a guest message when no one is awake?
A [hotel answering service](https://www.akia.com/agents/voice) takes the message and passes it to staff in the morning, which means a guest locked out at 1am waits until someone opens the office. An AI agent answers in whatever channel the guest used, already knowing the reservation and the unit, and resolves it on the spot by reissuing a door code or walking them through wifi setup. Anything it can't finish gets escalated with the full conversation attached.
---
# How to get direct bookings for your vacation rental (and stop paying OTA fees every time)
URL: https://www.akia.com/blog/direct-booking-vacation-rental
## A guest books through Airbnb, has a great stay, and books through Airbnb again next year.
A family finds a beach house on Airbnb, books a week, gets a friendly welcome message, checks in early because the host arranged it, and leaves a five-star review. Twelve months later they want to go back. They don't remember the property's own website. They don't have the owner's email. What they have is an Airbnb search history, so they open the app and book the same house through the same channel, and the operator pays the same 3% host fee they paid the first time. Nothing went wrong here. The stay was good, the guest was happy, and the operator still lost a chunk of the booking to a platform that did nothing the second time except show up in a search.
This is the default outcome for most [vacation rental operators](/solutions/vacation-rentals), and it compounds. Every returning guest who rebooks through the OTA is a guest the operator already earned the loyalty of and still pays a toll on.
---
## What "getting direct bookings" actually means.
Having a booking website is not the same as getting direct bookings. Plenty of operators have one and still see most of their repeat guests cycle back through Airbnb or Vrbo, because a website only works if the guest remembers it exists and has a reason to use it instead of the app already on their phone.
Getting direct bookings means three things happening together: capturing a guest's real contact information even when the reservation started on an OTA, knowing which guests are OTA-sourced versus already direct so you can treat them differently, and giving OTA guests a specific reason and moment to book direct next time. Skip any one of those three and the website alone won't move the number.
---
## Why this is worth fixing.
OTA commissions are not small. Airbnb's split-fee model runs about 3% to hosts, its single-fee model runs 14% to 16%, and Vrbo charges roughly 5% plus 3% payment processing. Hotel-facing OTAs like Booking.com and Expedia typically take 15% to 25%. On a $2,000 weeklong stay, that is real money leaving the business on every booking, including the ones from guests who already know and like the property.
Direct guests also behave differently once they're direct. 2026 U.S. booking data shows direct reservations running 45% longer stays and 51% longer booking windows than OTA reservations, meaning direct guests plan further ahead and stay longer once they arrive. And the opportunity is wide open: about 70% of short-term rental operators already have a direct booking website, but nearly two-thirds of them still generate less than 25% of bookings through it, and 18% get none at all. The website exists. The conversion mechanism usually doesn't.
None of this means dropping OTAs. They still account for roughly 55% of hotel bookings and remain the primary discovery channel for new guests who've never heard of a property. The goal is converting the guests OTAs already found for you into guests who come back on your terms.
---
## Five ways operators actually pursue direct bookings.
Not every tactic here does the same job. Know which gap you're closing before picking a tool.
**1. Direct booking website builders.** Tools like Lodgify, Hospitable, and CraftedStays give a property its own bookable site with live availability. This solves discoverability for guests who already intend to book direct. It does nothing for guests who don't know the site exists.
**2. OTA guest data capture.** Requiring an email address during [digital check-in](/platform/digital-check-in), ID verification, or a pre-arrival form, even on OTA-sourced reservations, is what turns an anonymous Airbnb booking into a real contact record. Without this step, there's no one to market a direct booking to later.
**3. Post-stay win-back campaigns.** [Automated email or SMS sequences](/platform/marketing) sent after checkout, specifically to guests whose stay originated on an OTA, inviting them to book direct next time. This only works once step 2 has produced a real contact to send it to.
**4. Direct-booking incentives.** A waived early check-in fee, a small discount, or a perk offered only to guests who book direct. This gives the guest an actual reason to change behavior instead of defaulting to the app they used last time.
**5. Unified guest tracking.** A system that tags every reservation by source and follows the guest across stays, so an operator can see who's OTA-only, who's converted to direct, and which campaigns are driving the switch. Without this, the first four tactics run blind.
---
## Six practices that move the direct-booking number.
**1. Require an email at check-in, every time.** OTAs mask guest contact details by design. A digital check-in or ID verification step that asks for an email address, even on an Airbnb or Vrbo reservation, is the single most effective move available. No contact info, no way to invite anyone back.
**2. Give direct bookers something OTA guests don't get.** Ski Country Resorts waives early check-in fees specifically for guests who book direct, which gives returning guests a concrete incentive to skip the OTA next time instead of a vague appeal to loyalty.
**3. Segment the post-stay campaign by booking source.** A guest who already books direct doesn't need a "book direct" pitch. A guest who arrived through Expedia does. Sending the same message to both wastes the message on people who don't need it.
**4. Exclude guests with upcoming reservations from win-back offers.** Someone who already has a return trip booked doesn't need a discount to book again. Filtering them out keeps the incentive budget pointed at guests who actually need a reason to switch.
**5. Match the direct site to the OTA listing experience.** Same photos, live availability, and instant confirmation. A direct site that requires a phone call or a 24-hour wait for confirmation will lose to the one-tap Airbnb checkout every time.
**6. Track booking source on every guest profile.** Without it, "are we getting more direct bookings" is a guess. With it, it's a number you can watch move.
---
## Five mistakes that quietly cap direct-booking revenue.
**1. Building the website and stopping there.** A direct booking site with no guest data capture and no follow-up campaign is a page that only converts guests who were already going to book direct anyway.
**2. Treating every guest the same regardless of source.** OTA guests and direct guests are at different points in the relationship. A single generic newsletter to both misses the entire point of segmentation.
**3. Competing on price alone.** Undercutting the OTA rate on the direct site starts a race to the bottom that erodes margin faster than the commission did. Convenience, recognition, and a direct-only perk work better than a discount war.
**4. Letting OTA contact data sit unused.** Collecting an email at check-in and never using it for anything is the same as not collecting it.
**5. No follow-up after checkout.** The moment loyalty is highest is right after a great stay. Waiting weeks, or never following up at all, means the window closes before the next trip gets planned.
---
## Why this gets harder as portfolios grow.
A single-property host can remember that the Johnsons stayed last July, came through Airbnb, and loved the hot tub. That memory is the entire win-back strategy, and it works fine at one unit.
At ten units it starts slipping. At fifty or two hundred, no one on staff can carry that much guest history in their head, turnover erases whatever institutional memory existed, and OTA-sourced guests blend into a pile of reservations with no name attached to a face. The operators who keep converting OTA guests to direct at scale are the ones who moved that memory out of a person's head and into a system that tracks it automatically.
---
## How Akia handles OTA guest conversion.
Akia is the AI Agent for hospitality. OTA guest conversion is one of the things Akia handles autonomously, built into Akia's CRM rather than run as a separate win-back campaign tool.
**Akia captures real contact info from OTA guests automatically.** During digital check-in, Akia requires an email address regardless of booking source, so an Airbnb or Vrbo reservation stops being an anonymous booking and becomes a real, addressable guest record.
**Akia builds one profile per guest across every channel.** PMS data, messaging, web chat, sign-up forms, and booking history all feed the same record. A guest who booked through Expedia on one stay and texts the front desk on the next is recognized as one person, not two disconnected entries.
**Akia ties every campaign back to the reservation it produced.** Email and SMS sends are attributed directly to bookings, so an operator can see exactly which OTA-sourced guests converted to a direct stay and how much revenue that campaign generated, split by direct versus OTA.
**Akia filters and rewards based on booking behavior.** Guests with upcoming reservations can be excluded from win-back offers automatically, and properties can configure direct-booking perks, like the waived early check-in fees Ski Country Resorts uses, without building custom logic by hand.
> "It has also been a nice way to regain some of those commissions we pay to third parties. The way you can customize so many aspects of reservation has made our life so much easier. I can't imagine how we'd be functioning if we had not set up this automation."
>
> — Shannon Sinnard, Sales & Marketing Director, [Ski Country Resorts](https://www.akia.com/case-studies/generate-2x-revenue)
Ski Country Resorts, a 160-unit vacation rental company in Breckenridge, Colorado, used Akia's integration with Escapia to waive early check-in fees for direct bookers and automate payment collection, generating 2x extra revenue and regaining commission dollars previously lost to OTAs.
> "Akia made tracking success so much easier. Because it ties directly into our booking system, we see exactly which guests booked from every campaign."
>
> — Owen Wexman, Marketing Strategy Manager, [Revival Hotels](https://www.akia.com/case-studies/revival-hotels-generates-13k-in-post-stay-bookings-after-switching-to-akia)
Revival Hotels generated over $13,500 in post-stay revenue across two properties in under four months, with full visibility into which guests converted from OTA to direct through each campaign.
---
## Getting started: three steps before you build anything.
**1. Audit how many current bookings are OTA-sourced and whether you capture real contact info for them.** If most OTA reservations have no usable email or phone number on file, that's the gap to close first, before spending on a booking website redesign.
**2. Test one direct-booking incentive on your next batch of OTA arrivals.** A waived fee, an early check-in perk, or a small discount, offered specifically to guests who switch to direct next time. Measure who takes it.
**3. Confirm your system can tag booking source per guest.** Before investing heavily in traffic or website work, make sure you can actually answer "how many of our repeat guests came from an OTA the first time and booked direct the second." Most operators can't answer that today, and it's the number that matters most.
---
Properties that convert OTA guests into direct bookers aren't necessarily getting more traffic. They're getting more out of guests they already earned. The email captured at check-in, the campaign that reaches the right guest at the right moment, and the perk that makes switching worth it all point toward the same outcome: a repeat guest who books direct instead of paying the toll a second time.
[See how Akia converts OTA guests into direct bookers](https://www.akia.com/solutions/crm), or [book a demo](https://www.akia.com/demo) to see it running on your properties.
---
# Hotel guest experience: how to design every touchpoint to earn 5-star reviews and repeat stays
URL: https://www.akia.com/blog/hotel-guest-experience
## The front desk agent couldn't answer.
A guest texts at 9 PM asking whether the pool closes before their check-in is even complete. No one's at the desk. The message sits. By morning, the guest has assumed the worst, composed a mental note about poor communication, and started evaluating other options for their next trip. Nothing went catastrophically wrong — and the experience still cost the property a repeat stay.
[Guest experience](/platform/guest-experience) failures are rarely dramatic. They're usually a slow accumulation of small moments where the property didn't show up: a question that went unanswered, an amenity that wasn't explained, a check-in process that felt like a DMV line. By the time a guest leaves a 3-star review, half a dozen of those moments have already stacked up.
---
## What hotel guest experience actually means.
Hotel guest experience is the sum of every interaction a guest has with a property, from the moment they book to the moment they leave a review. It is not just service quality during the stay. It includes the pre-arrival message they received (or didn't), how long it took to answer a question, whether check-in felt frictionless, how a complaint was handled, and what checkout felt like.
Operators sometimes narrow this to "service" or "hospitality standards," but the full definition matters because guests evaluate the entire arc. A smooth in-stay experience doesn't erase a frustrating check-in. A warm welcome doesn't fix the unanswered text from two days before arrival. Guest experience is cumulative, and every gap shows.
---
## Why getting it right matters.
Cornell University's Center for Hospitality Research found that a one-point increase in a hotel's guest satisfaction score (on a five-point scale) can produce an 11.2% increase in [RevPAR](/tools/revpar-calculator) without adding room inventory or changing pricing strategy. The mechanism is direct: guests who have good experiences book directly more often, return more reliably, and refer more consistently than guests who booked through OTAs and forgot the property name.
The inverse is equally measurable. Research from Medallia found that 61% of guests who had a poor experience shared it publicly, either through a review or word of mouth. A negative TripAdvisor or Google review doesn't just reflect lost satisfaction; it actively suppresses future bookings as prospective guests compare properties before they commit. Properties with average satisfaction scores of 4.0 or below on Google lose bookings to nearby competitors without ever knowing why.
---
## Five components of a strong hotel guest experience.
Not all guest experience work is equal. These five components cover the full arc from booking to post-stay and represent the areas where most operators have the clearest room to improve.
**Pre-arrival communication.** What guests receive before they arrive sets the frame for everything that follows. A pre-arrival message that confirms the stay, answers the three questions guests always ask (parking, check-in time, Wi-Fi), and surfaces relevant amenities or offers reduces friction on arrival and lowers the chance of a complaint rooted in unmet expectations. Properties that automate pre-arrival outreach report fewer day-of questions and higher satisfaction scores at check-in, not because the property changed, but because the guest arrived knowing what to expect.
**Check-in experience.** The first ten minutes on property disproportionately shape a guest's overall perception. A long line, a missing reservation, or a confused handoff between systems creates an impression that can take multiple positive interactions to overcome. Properties that reduce check-in friction — through [digital registration](/platform/digital-check-in), clear communication about the process in advance, or both — consistently see better overall satisfaction scores, even when nothing about the room itself changed.
**In-stay responsiveness.** Guests ask questions during their stay. How fast and how accurately those questions get answered is the primary driver of in-stay satisfaction. The gap isn't usually staff willingness; it's capacity. A front desk covering multiple responsibilities can't respond to every text in under two minutes. Properties that close this gap see measurably fewer complaint-driven reviews, regardless of how they close it.
**Consistency across the team.** A guest who interacts with one staff member and receives a helpful, warm response, then reaches a different team member and gets something slower and less complete, registers the gap. Guest experience consistency is an operational problem as much as a culture problem. It requires that every team member has access to the same information, the same policies, and the same ability to respond accurately. Training alone doesn't get there; the systems underneath have to support it.
**Post-stay follow-up.** Most operators end the guest experience at checkout. The ones who recover their reputation faster ask about it. A [post-stay message sent within 24 hours](/platform/surveys) of departure gives dissatisfied guests a private channel to raise concerns before they write a public review, and gives satisfied guests a prompt to leave the review they meant to write and forgot. Post-stay outreach is one of the highest-leverage, lowest-cost improvements available to most properties.
---
## Six best practices for improving hotel guest experience.
**1. Send a pre-arrival message every time.** Not just for bookings that came through your website. Every reservation, regardless of channel, should receive a pre-arrival touchpoint 24–48 hours before arrival. If you're sending more than ten reservations a week, automate this; it won't happen consistently otherwise.
**2. Answer guest messages within five minutes during business hours.** Five minutes is the threshold above which satisfaction on in-stay communication begins to drop. A guest who texts about a noise complaint and waits two hours for a reply is far more likely to document the experience in a review than one who gets a resolution in under five minutes.
**3. Give every guest access to property information, not just the guests who ask.** Most guests don't know to ask about amenities they'd enjoy. A [digital guidebook](/platform/guidebooks) sent on arrival, covering pool hours, restaurant options, local recommendations, and parking, reduces questions at the front desk and increases the likelihood guests use what the property offers.
**4. Create a clear escalation path for complaints.** [Akia's analysis of 1- and 2-star reviews](https://www.akia.com/blog/the-1-reason-guests-leave-a-1-star-rating) found that room condition is the top complaint category at 21.8% — six times larger than the next. Most of those complaints surface first as a guest message, not a front desk confrontation. Map an explicit path: guest texts a complaint, front desk receives an alert, response and resolution happen within a defined window. Properties with explicit escalation workflows handle complaints faster and earn better recovery reviews.
**5. Personalize around the reservation data you already have.** The reservation record contains information most operators never use for guest communication: number of guests, room type, special requests, booking source, length of stay. A family staying five nights in a suite has different relevant information than a solo traveler checking in for one night. Start with what's already in the PMS before reaching for additional data.
**6. Track satisfaction scores the same way you track RevPAR.** Guest satisfaction is not a soft metric. Properties that review satisfaction scores weekly by channel and stay date identify service gaps before they accumulate into review patterns. Build it into the same operational review where you look at occupancy and ADR.
---
## Five mistakes that undercut hotel guest experience before the stay even starts.
**1. Treating pre-arrival communication as optional.** Guests who arrive without having received any communication from the property have higher expectations for flawless in-person service, because they have no context. Properties that skip pre-arrival messaging spend more time during check-in answering basic questions that a message could have addressed.
**2. Letting guest messages queue behind desk calls.** Phone calls get prioritized because they're immediate. Texts wait because they feel asynchronous. The guest who texted doesn't experience it that way. Treat every channel on the same timeline: a message that came in needs a response as urgently as a ringing phone.
**3. Training staff on hospitality without training them on the tools.** A team member who knows exactly how to handle a guest's complaint but can't find the reservation in the PMS, or doesn't know how to update a booking, provides worse service than the training would suggest. Guest experience depends on operations working. Both need investment.
**4. Reviewing guest feedback quarterly instead of weekly.** Quarterly review means you're looking at service patterns that are already two months old. By the time you identify the issue, hundreds of guests have experienced it. Weekly review catches problems early enough to fix them before they become review patterns.
**5. Leaving post-stay communication to chance.** A guest who had a genuinely good stay and doesn't hear from the property again has no particular reason to return. Post-stay is where loyalty gets built: a follow-up message, a direct booking offer, a simple thank-you. Properties that let guests leave without a follow-up touchpoint are handing their best prospects back to OTAs for the next booking.
---
## Why this gets harder as you scale.
A single-property operator who handles most guest communication personally can maintain consistency through proximity. They know their regulars, remember the complaints from last weekend, and can catch a slow response before the guest notices.
Add a second property and that personal knowledge doesn't transfer. Add staff turnover, which runs at 70–80% annually across hospitality, and the consistency that lived in one person's head disappears with the next hire. Add five or ten properties and the only way to deliver consistent guest communication is to take it out of the individual staff workflow entirely.
This is where guest experience strategy and guest experience operations diverge. Most properties have strong opinions about what good guest experience looks like. Fewer have built the systems that make it happen without depending on any single person being on shift, having a good day, and knowing all the right answers. At that point, the goal isn't to motivate the team harder. It's to build a communication layer that doesn't depend on any one person.
---
## How Akia handles hotel guest experience.
Akia, the AI Agent for hospitality, handles guest communication across the full stay: pre-arrival through post-stay, across every channel a guest might use to reach a property.
**Akia answers guest questions 24/7.** When a guest texts at 9 PM asking about pool hours, Akia responds immediately, drawing from the property's own policies and information. Staff don't have to watch the inbox for after-hours questions to get answered. Akia [handles SMS, WhatsApp, web chat](/agents/guest-messaging), email, OTA inboxes (Airbnb, Booking.com, Vrbo, Expedia), and social from a single place.
**Akia routes to staff when human judgment is needed.** Not every guest question should be handled by AI alone. When a situation requires a real decision — a complaint that warrants a comp, a special request that needs confirmation, a guest who wants to speak with someone directly, Akia routes the conversation to the right team member with context already attached. Staff see what the guest asked and what Akia already communicated, so the handoff is invisible to the guest.
**Akia learns from how staff respond.** When a staff member handles a message in a way Akia hadn't been trained for, Akia auto-suggests that response as a future reference. Properties don't have to schedule training sessions to keep Akia current. The Agent improves from the work the team is already doing.
**Akia sends pre-arrival and in-stay touchpoints on schedule.** Pre-arrival messages go out on the timeline the property sets: confirming the stay, sharing check-in instructions, surfacing relevant amenities. In-stay messages check in, invite feedback, or surface offers at the right moment in the stay. No manual trigger required.
> "Loyalty and returning guests are what make our smaller hotels truly succeed. You need frictionless, memorable experiences to keep them coming back year after year — and Akia helps us achieve that."
>
> — Greg Williams, EVP Operations, [Revival Hotels](https://www.akia.com/case-studies/revival-hotels-is-pioneering-invisible-hospitality-with-akias-guest-journey-platform)
Revival Hotels built its Invisible Hospitality™ model around the principle that great guest experiences don't depend on large, always-on teams. With Akia handling 70% of guest communication automatically, Revival reduced operating costs by over 50% while increasing guest satisfaction scores 24% above its competitive set.
> "Before Akia, we spent hours customizing different information in emails for our guests based on different criteria like day of week or condo unit. Now Akia handles all of this automatically, and it really saves time so we can really take care of our guests."
>
> — Maren Trader, Office Manager, [Fairfield Plantation Resort](https://www.akia.com/case-studies/staying-connected-no-matter-the-distance)
Fairfield Plantation Resort, a 2,500-acre resort community in metro Atlanta, now sees 75% guest engagement on its automated pre-arrival and in-stay messaging. The time that used to go into manually customizing each guest's email by unit and arrival day now goes into the guests themselves.
---
## Getting started: three steps toward a better guest experience.
**1. Map every guest touchpoint from booking to post-stay.** List every moment a guest interacts with your property: the confirmation, the pre-arrival message, check-in, in-stay questions, checkout, and the follow-up after departure. Mark which ones happen consistently and which ones depend on someone remembering to do them. The gap between "happens every time" and "when we get to it" is where guest experience breaks down.
**2. Fix the highest-friction moment first.** For most properties, the biggest gap is either pre-arrival communication (guests arriving without context) or in-stay responsiveness (messages going too long without a reply). Pick the one generating the most complaints or the most staff time, and close that gap before moving to the next.
**3. Automate the repetitive, protect the human.** The questions every guest asks (Wi-Fi password, parking instructions, check-in time, pool hours) don't need a person to answer them. The conversations requiring judgment, empathy, or a real decision do. Build a communication layer that handles the former so staff can show up fully for the latter.
---
Guest experience doesn't have to depend on everyone being on shift, carrying full knowledge, and executing perfectly every time. The properties guests return to and recommend have built systems underneath the experience so it runs without heroics.
Guest experience and public rating move together, which is why [hotel review management](/blog/hotel-reputation-management) belongs in the same plan.
[See how Akia's guest services skill works](https://www.akia.com/skills/guest-services), or [book a demo](https://www.akia.com/demo) to see how it runs on your property type.
---
# Early Check-In and Late Checkout: when guests actually buy them
URL: https://www.akia.com/blog/early-check-in-and-late-checkout-when-guests-actually-buy-them
## **Key Findings**
- **Early check-in is an arrival-day impulse.** 42% of early check-in purchases happen on the day the guest arrives, and about 82% land within the final week before arrival.
- **Late checkout is a departure-day impulse.** 49% of late checkout purchases happen on the day the guest leaves.
- **Bigger parties buy more and spend more.** Solo travelers buy an upsell on 1.5% of bookings; groups of seven or more buy on 5.3%. And the large-group basket ($144 per buyer) is more than double the solo one ($57).
- **Both of these moments fall on your busiest mornings** — arrival-day and departure-day turnovers — which is exactly why so many of these sales come down to something reaching the guest automatically.
## Early check-in and late checkout are last-minute buys, not booking-time ones.
Purchase decisions are more likely to be made last minute than during booking. Here's when early check-in actually sells:
*CHART: bar chart of early check-in purchases by timing, peaking hard on arrival day. Most early check-in sales happen on arrival day itself.*
Late checkout is the same story from the other end of the stay:
*CHART: 49% of late checkout purchases happen on departure day itself.*
Clear pattern: [the two upsells](/platform/upsells) nearly every property sells are decided at the bookends of the stay. The guest buys early check-in the morning they show up, and late checkout the morning they leave. Sending either offer at booking, weeks out, misses the moment the guest is actually thinking about it.
## Bigger parties are your targets to sell to.
Bigger parties are more likely to buy an upsell, and they spend more when they do.
A solo traveler and a couple spend about the same when they buy (\~$57). The jump happens at three or more people: the basket climbs to $84 for small groups and $144 for large ones, and the conversion rate more than triples from solo to large group.
## What this means for operators.
Set up an automated journey of communications throughout their stay, including offering early check-in before arrival and late checkout before they leave.
Second, for the guest who shows a slight interest, Akia's AI handles [upsells](https://www.akia.com/solutions/upsells) in the moment by reading the request, understanding the context, and either completes it or sends a link for the guest to pay, without pulling anyone off the floor.
### How AI Agents Upsell:
1. Guest shows interest in early check-in.
2. Akia's AI Agent reviews your policies and PMS data to check availability.
3. Automatically send a payment link or confirm the order.
*An Akia AI Agent handling an early check-in request end to end — it checks availability against PMS data, offers the upsell with a $50 fee, charges the guest, updates the PMS, and notifies staff immediately, with no staff member touching it.*
---
# AI for hotels: the tools operators are actually deploying in 2026 (and what each one does)
URL: https://www.akia.com/blog/ai-for-hotels
## The night manager's message backlog.
A resort property manager checks her phone at 6am. Fourteen messages came in overnight: three guests asking about pool hours, two asking about parking, four about early check-in availability, two about the wifi password, one about restaurant recommendations near the property, and two asking what time checkout is. Each one needs a real answer, personalized to the property's actual policy, delivered to the right channel.
Before AI: she starts working through them at 6am and is still going at 8. After AI trained on her property's references: all fourteen are answered accurately, on brand, while she was asleep.
That's the operational reality driving AI adoption in hospitality. Not robots at the front desk. Not revenue forecasting algorithms. Guest communication volume that outpaces what any team can handle manually across SMS, WhatsApp, Airbnb, Booking.com, Vrbo, and email simultaneously.
---
## What "AI for hotels" actually means.
AI in hospitality has become a catch-all phrase that covers everything from robotic room service delivery to dynamic pricing engines. Those exist, but they aren't what most independent hotels, boutique properties, and short-term rental operators are implementing right now.
What's being deployed is narrower and more useful: AI that handles guest interactions. Answering questions. Routing service requests. Timing upsell offers. Managing the communication volume that arrives at all hours across every channel the property uses.
The specific workflows:
- Answering routine guest questions (check-in times, wifi passwords, amenity hours, local recommendations)
- Handling pre-arrival communication and digital check-in flows
- Sending automated upsell offers based on reservation data
- Converting guest service requests into internal tasks routed to the right department
- Escalating complex or sensitive conversations to staff
None of that requires robotic hardware or data science infrastructure. It requires a trained AI that knows your property specifically, connected to your communication channels and your PMS.
---
## Why AI handles guest communication better than a static FAQ page does.
The traditional alternative is a static FAQ page on the property website that guests rarely find and staff rarely update. AI handles the same information in a fundamentally different way: it surfaces answers in the channel where the guest is already asking.
A guest who texts "do you have early check-in?" gets an answer in seconds, not "please visit our website." A guest messaging via Airbnb at 11pm about parking availability gets an accurate response drawn from the property's current policies, not a morning reply after the question has compounded into an anxious call.
Guests notice when questions go unanswered for hours, particularly when those questions affect their arrival plan. Consistent fast response across multiple channels and overnight hours isn't achievable manually for most hotel teams. AI closes the gap.
The catch: generic AI gets this wrong. A general-purpose AI doesn't know that your property has a 3pm check-in and charges $45 for early arrival, or that parking requires a permit, or that the pool closes at 9pm. Untrained AI gives plausible-sounding answers that don't match reality, and guests who act on them arrive frustrated.
Hospitality AI that performs is trained on the property's own references: the specific policies, room configurations, fees, and local knowledge that make one property's answers different from the hotel two miles away.
---
## Five AI applications hotels are actually deploying.
**1. [Guest messaging automation](/agents/guest-messaging).** AI that answers incoming messages from a structured knowledge base, across all channels simultaneously. Staff review conversations in a unified inbox. Routine questions resolve without intervention; anything complex flags for human response. Consistent coverage, around the clock, across every platform the property uses.
**2. [Digital check-in flows](/platform/digital-check-in).** AI-guided pre-arrival sequences that collect registration information, verify payment methods, explain the property's arrival process, and capture special requests before the guest travels. Arrival moves faster. The PMS is already updated. Staff spend check-in time on hospitality rather than paperwork.
**3. [Pre-arrival upsell automation](/platform/upsells).** AI that reads the reservation, checks available inventory, and sends a personalized upgrade or add-on offer at the highest-conversion timing window (typically 24–72 hours before arrival). Payment is embedded in the message. PMS updates automatically when a guest accepts.
**4. Service request routing.** AI that converts in-stay guest messages into tasks assigned to the right team. A guest who texts "the TV remote isn't working" gets a confirmation message while the task routes to maintenance. A housekeeping request routes to housekeeping. The front desk sees the conversation and its resolution status without carrying the task themselves.
**5. [Reference-based AI training](/agents/knowledge-base).** The knowledge layer that makes the other four applications work. A structured set of property-specific references (room types, fees, policies, local recommendations, custom handling rules) that the AI draws from when answering questions. When staff update a policy, the AI answer updates with it. When a staff member corrects an AI response, the correction becomes part of the reference.
---
## Six practices that determine whether hotel AI actually performs.
**1. Train on your property's actual policies before going live.** Don't launch AI on a blank slate and let it learn from guest interactions. Load your check-in time, checkout time, parking information, pet policy, amenity hours, cancellation terms, and the ten questions your guests ask most often. Do all of this before the first message is handled automatically.
**2. Start in supervised mode.** Supervised mode lets the AI draft responses that staff review and approve before sending. Run supervised mode for 30–60 days to build confidence in the AI's accuracy. Move to agentic mode (where the AI replies autonomously) only on question types where you've verified the responses are consistently correct.
**3. Connect to your PMS before anything else.** AI that doesn't have access to live reservation data will give wrong answers for availability questions and send upsell offers for inventory that isn't available. PMS integration is the foundation everything else depends on.
**4. Set response rules by channel.** A guest messaging via WhatsApp at 10pm has different expectations than a guest sending an email. Configure response timing, escalation thresholds, and auto-reply behavior separately per channel rather than applying a single ruleset across all platforms.
**5. Review flagged conversations weekly.** Every question the AI couldn't answer confidently is a gap in the reference library. A 30-minute weekly review of flagged conversations, followed by adding the missing answers to the knowledge base, consistently improves accuracy over time.
**6. Keep human touchpoints where they matter.** Arrival greetings, complaint escalation, and anything a guest has flagged as emotionally significant should route to staff. AI handles volume; people handle the moments that become a guest's story about their stay.
---
## Five mistakes that make hotel AI worse than the status quo.
**1. Deploying before training.** A general-purpose AI launched without property-specific references will give answers that don't match reality: check-in times, fees, and policies the property doesn't actually have. Guests who act on incorrect information arrive frustrated, and recovery costs more than the time saved.
**2. Using a generic AI tool not built for hospitality.** General-purpose AI assistants can write fluent responses, but they don't understand OTA message formats, PMS integration requirements, or the guest communication workflows specific to hotel operations. Hospitality AI is purpose-built for this context. The same gap shows up when properties reach for a generic [hotel chatbot](/blog/hotel-chatbots).
**3. Skipping the supervised-to-agentic progression.** Setting AI to auto-reply everything from day one, before any quality review, removes the staff feedback loop that makes the AI improve. The supervised phase is how the AI learns your property's specific answers.
**4. Treating AI as a cost-cut rather than a quality improvement.** Properties that deploy AI primarily to reduce headcount typically see worse outcomes than those that deploy it to improve response coverage and quality. Staff who remain in the loop, reviewing conversations, maintaining references, and handling escalations, are what separate AI that improves [guest experience](/platform/guest-experience) from AI that generates complaints.
**5. Running AI across some channels but not others.** AI that handles Airbnb messages but not SMS creates a two-tier guest experience. Guests who message through the uncovered channel wait longer, and staff don't have unified visibility into what guests have already been told. AI works best when it covers every channel the property uses, in a single system.
---
## Why AI gets harder to manage without a reference layer.
A single-property operator can often run AI well with informal knowledge management. The owner knows the answers; the AI learns from corrections; inconsistencies surface quickly.
Multi-property operators, seasonal properties, and high-turnover teams face a compounding problem: the AI's knowledge base only stays accurate if someone maintains it. When the cancellation policy changes, the AI needs to know. When a new staff member joins, they shouldn't be learning the property's policies from AI responses that are three months out of date. When the pool closes for maintenance, the AI needs that information before a guest asks.
Properties that run AI reliably treat the reference library as infrastructure, not initial setup. It's updated when policies change, reviewed between seasons, and extended when new question types appear. Without that maintenance, the AI drifts from the property's actual reality, and the gap between AI response and front desk response is where guest trust breaks down.
---
## How Akia handles AI for hotels.
Akia is the [AI Agent for hospitality](/agents/ai-in-hospitality). The AI training layer is the foundation of how Akia handles every guest interaction: the system that makes responses accurate and property-specific rather than generically correct.
**Akia trains on your property's own references.** Policies, room configurations, pricing rules, local recommendations, and custom handling logic are structured as references that Akia draws from when answering any guest question. The answers are specific to your property, not generically hospitality-adjacent.
**Akia supports supervised and agentic modes for progressive trust-building.** In supervised mode, Akia drafts a response and staff approves before it sends. In agentic mode, Akia replies directly for question types where the reference coverage is solid. Properties move specific question types from supervised to agentic as confidence develops. There's no single on/off switch applied across everything.
**Akia learns from every staff correction.** When a team member edits an Akia draft or answers a question the AI flagged as uncertain, Akia surfaces a suggestion to add the new answer to the reference library. One correction becomes a permanent improvement across every future instance of that question, on every channel, at any hour.
**Akia covers every channel from one inbox.** SMS, WhatsApp, Airbnb, Booking.com, Vrbo, Expedia, web chat, social, and email all route through Akia's unified inbox. The AI's training applies consistently across all channels, so a guest who switches from Airbnb messaging to a text the next day gets the same accurate answers without re-explaining the context.
> "Before Akia, we spent hours customizing different information in emails for our guests based on different criteria like day of week or condo unit. Now Akia handles all of this automatically, and it really saves time so we can really take care of our guests."
>
> — Maren Trader, Office Manager, [Fairfield Plantation Resort](https://www.akia.com/case-studies/staying-connected-no-matter-the-distance)
> "We definitely would be in a worse situation if not for Akia. With a team of only two, we'd probably need to hire at least 2 more people for answering phones and emails separately if we didn't invest in Akia's platform. This system has greatly helped in keeping our operational costs at bay."
>
> — Justin Jurist, VP/Portfolio Manager, [Coastal Maine Vacations](https://www.akia.com/case-studies/cut-operational-cost-with-centralized-communication)
---
## Getting started: three steps before you evaluate any AI vendor.
**1. List the ten questions your guests ask most often.** Check your inbox, your team's notes, and your reviews for patterns. This list is the starting dataset for any AI reference library and the benchmark for evaluating whether the AI is actually answering correctly during a demo.
**2. Map which channels those questions arrive through.** Some questions come via Airbnb messaging; some come via text; some come through web chat late at night. Mapping this before you demo any tool tells you which channels the AI must cover and which integrations are non-negotiable for your operation.
**3. Ask every vendor to demonstrate supervised mode during the demo.** Supervised mode is how you verify the AI's answer quality before trusting it to reply autonomously. If a vendor doesn't offer a supervised stage, the only way to catch wrong answers is after they've been sent to guests.
---
Guest communication volume doesn't decrease as properties add booking platforms and communication channels. The question is whether that volume gets handled by AI that knows the property or by an overextended team handling it inconsistently at 2am.
[See how Akia's AI training works](https://www.akia.com/platform/ai-training), or [book a demo](https://www.akia.com/demo) to see how a trained Akia handles your property's most common questions.
---
# Hotel marketing: a practical playbook for filling rooms and building direct-booking loyalty
URL: https://www.akia.com/blog/hotel-marketing-guide
## The front desk knows which guests are worth targeting. The marketing stack usually doesn't.
A general manager at a 60-room independent hotel can tell you which guests book direct, which ones stayed three times last year, and which OTA reservations cost $90 in commission each. All of that data lives in the PMS. The email newsletter she sends before peak season treats every name on the list the same: same offer, same subject line, same discount percentage. The email tool has no idea what the PMS knows.
The gap between what a property knows about its guests and what it does with that information is where most hotel marketing breaks down. Not because the intention is wrong. Because the systems don't connect.
---
## What hotel marketing actually means.
Hotel marketing is every deliberate effort a property makes to attract new guests, convert browsers into bookers, and bring past guests back for a second stay. It spans paid channels (Google Ads, metasearch, OTA placements), owned channels (email, SMS, the direct-booking website), and retention channels (post-stay follow-up, loyalty offers, anniversary promotions).
What hotel marketing is not: a single campaign, a social post calendar, or an OTA listing. Each of those is a tactic. Hotel marketing as a system means those tactics reinforce each other: a guest who searched Google and clicked an ad gets a different follow-up than one who booked direct three times before. The goal is a direct-booking mix high enough that OTAs are one channel in the portfolio, not the whole strategy.
---
## Why direct-booking loyalty is worth fighting for.
OTA commissions average 15–25% of the booking value. A property generating $2 million in annual room revenue with a 50% OTA mix pays $150,000 to $250,000 per year in channel costs, before any other marketing spend. Shifting even 10 percentage points of that volume to direct bookings recovers $30,000 to $50,000 a year.
Repeat guests compound that advantage. Acquiring a new guest through paid advertising or OTA placement costs five to seven times more than retaining one who has already stayed. Properties with structured post-stay email programs see measurably higher return rates; those without them largely cede the second stay to whichever OTA the guest finds next. Guest data fragmentation (OTA-masked emails, siloed PMS records, no channel attribution) is what prevents most operators from acting on this math.
---
## Five categories of hotel marketing.
There is no single channel that does the whole job. Hotel marketing works when these five categories operate together.
**Search advertising.** Paid search and metasearch (Google Hotel Ads, TripAdvisor, Kayak) intercept guests actively looking for a room. Google Hotel Ads puts your direct-booking rate head-to-head with OTA rates on the results page. Properties that run these campaigns consistently see a measurable shift in direct-booking share versus those that don't.
[**Email marketing**](/platform/marketing)**.** The owned channel with the highest ROI in hospitality. Pre-arrival sequences, post-stay follow-up, and re-engagement campaigns all run through email. The limiting factor is list quality: an email list full of OTA-masked addresses cannot be meaningfully segmented. Properties that capture direct-booking emails build a compounding asset; each stay adds a contact the property actually owns.
[**SMS marketing**](https://www.akia.com/blog/hotel-text-messaging-how-to-keep-guests-happy)**.** SMS gets read. Open rates for hospitality text messages consistently run above 85%, versus 20–30% for email. Pre-arrival texts with [upsell offers](/platform/upsells), day-of check-in updates, and post-stay review requests are the highest-performing use cases. SMS works because the channel is immediate. Guests don't treat a text as marketing the way they treat a promotional email.
**Content and social.** Blog content and social media build brand visibility at the top of the funnel, particularly for properties with a differentiated story around design, location, or experience. These channels rarely close a booking directly, but they shorten the consideration window for guests who find the property through other means. A strong Instagram presence can make the difference between a guest who bounces and one who spends 20 minutes on the direct-booking site.
**Loyalty and retention.** Post-stay emails, return offers, and structured re-engagement campaigns are the highest-ROI marketing spend a property can run. The acquisition cost is zero. The guest already stayed; the only question is whether they book direct next time or go back to the OTA. Properties with active retention programs consistently outperform comparable properties on repeat visit rate and direct-booking mix.
---
## Six practices that separate hotel marketing programs that compound from ones that stall.
Run every approach through this checklist.
**1. Your PMS data actually informs your campaigns.** Segmenting guests by stay history, booking channel, or spend is only possible if your email and SMS tools connect to the PMS. Sending the same offer to every name on the list wastes budget and conditions engaged guests to ignore you because the content feels generic. Integration is the prerequisite for personalization.
**2. Attribution tells you what's actually working.** Knowing which campaigns drove bookings (not just opens or clicks) is the only way to allocate budget correctly. Properties that track campaign-to-booking attribution consistently find that 20% of their campaigns produce 80% of the attributed revenue. The other 80% can be cut or reworked.
**3. Direct booking has a consistent advantage in your price presentation.** Best-rate guarantees, direct-booking perks (free parking, late checkout, a welcome credit), and Google Hotel Ads rate matching are the mechanics that make direct booking the obvious choice for guests already considering your property. Without them, the OTA wins on convenience alone.
**4. You own your email list.** This means capturing real email addresses at checkout, through web chat, and during the direct-booking flow, not through OTA-passed emails the platform can revoke or obscure. A list you own grows in value with each stay. A list you borrow disappears when the platform changes its policy.
**5. Post-stay follow-up runs automatically.** The window to influence a guest's next booking is the 48–72 hours after checkout, when the experience is fresh. Properties that send a post-stay email within that window, with a direct-booking incentive for the return trip, see measurably higher re-booking rates than those that wait a week or don't follow up at all.
**6. Paid and owned channels work as a system, not in isolation.** Google Ads and metasearch bring in new guests; email and SMS retain them. Properties that treat these as a single system, using paid channels to fill the top of the funnel and owned channels to convert and retain, build a marketing program that gets more efficient over time. Those that treat each channel separately tend to overspend on acquisition and underinvest in retention.
---
## Five marketing mistakes that cost operators real bookings.
These patterns show up across properties at every scale.
**1. Treating the OTA as the marketing strategy.** OTAs are a distribution channel, not a marketing program. Properties that rely on OTA listings as their primary demand source pay commission on every stay, hold no guest data to market against, and are one algorithm change away from a significant occupancy drop. OTAs belong in the mix; they should not be the mix.
**2. Running email campaigns without list segmentation.** Sending the same promotion to a guest who stayed twice last year and one who booked through an OTA three years ago produces very different results and trains the engaged guest to ignore your emails because the offers feel irrelevant. Segment by stay recency, booking channel, and spend before sending anything promotional.
**3. Measuring paid search by clicks instead of bookings.** Click-through rate and cost-per-click are inputs. Revenue attributed to the campaign is the output. Properties that measure success by clicks alone, without closing the loop to bookings, often find they're spending heavily on keywords that attract browsers rather than bookers.
**4. Leaving post-stay follow-up to chance.** A guest who had a good stay is the most convertible prospect in the funnel. Failing to send a timely post-stay email with a direct-booking incentive means that same guest books through whichever OTA appears first in their next search. This is recoverable revenue that most properties simply leave behind.
**5. Starting a loyalty program without a mechanism to recognize returning guests.** A points program requiring manual enrollment works for large chains with the marketing budget to promote it. For independent operators, the higher-return version is simpler: trigger a personalized offer whenever the PMS shows a guest has stayed before. No app download, no points balance — just a message that says the property noticed they came back.
---
## Why hotel marketing gets harder to run well as a portfolio grows.
A single-property operator can handle hotel marketing with a reasonable amount of manual effort. One email newsletter, a few Google Ads campaigns, a post-stay follow-up sequence. It's not perfect, but it's manageable.
Add a second property and the channels start to fragment. Each property has its own email list, its own ad campaigns, its own attribution records. Adding five properties means five lists, five ad accounts, five sets of campaign data that don't talk to each other. The GM who was running all of it at one property now needs a full marketing function to maintain consistency across the portfolio.
The structural problem is that most marketing tools were built for businesses with a single customer list and a single product. Hospitality operators have multiple properties, multiple guest segments, multiple booking channels, and a PMS that none of the standard tools are built to connect with. The work compounds; the tools don't keep up.
---
## How Akia handles hotel marketing.
Akia is the AI Agent for hospitality. The marketing skill is one of the things Akia runs autonomously: building segments, writing campaigns, managing Google Ads, and attributing revenue back to each send, all connected directly to the guest record and the PMS rather than running as a separate system the team has to populate by hand.
**Akia builds audience segments from PMS and booking data.** Rather than managing lists manually, Akia reads the property's guest records and builds segments based on stay history, booking channel, spend, and communication history. A re-engagement campaign for guests who haven't returned in 12 months stays current automatically, because the segment updates as new stays come in.
**Akia writes and schedules email and SMS campaigns.** With the audience defined, Akia drafts campaign copy, sets the timing, and sends across email or SMS. Properties running a direct-booking offer for past guests, a pre-arrival upsell sequence, or a post-stay review request can configure those programs once and let Akia run them.
**Akia manages Google Ads.** For properties running paid search, Akia handles bid management and budget allocation, adjusting for occupancy and seasonal demand rather than running fixed bids regardless of what's happening at the property.
**Akia attributes revenue back to campaigns.** When a guest who received an email books direct, Akia records the attribution. Properties can see which campaigns drove bookings, which drove opens without bookings, and where budget is actually producing returns.
> "Before Akia, we spent hours customizing different information in emails for our guests based on different criteria like day of week or condo unit. Now Akia handles all of this automatically, and it really saves time so we can really take care of our guests."
>
> — Maren Trader, Office Manager, [Fairfield Plantation Resort](https://www.akia.com/case-studies/staying-connected-no-matter-the-distance)
> "We definitely would be in a worse situation if not for Akia. With a team of only two, we'd probably need to hire at least 2 more people for example for answering phones and emails separately if we didn't invest in Akia's platform. This system has greatly helped in keeping our operational costs at bay."
>
> — Justin Jurist, VP & Portfolio Manager, [Coastal Maine Vacations](https://www.akia.com/case-studies/cut-operational-cost-with-centralized-communication)
---
## Getting started: three questions before building the program.
**1. Identify which guest segment has the highest return potential.** Past direct bookers who haven't returned in 6–18 months are typically the highest-ROI starting point. The acquisition cost is zero, the conversion rate on a relevant offer is higher than any paid channel, and the data is already in the PMS. Start there before building out to new guest acquisition.
**2. Establish your direct-booking advantage.** Before running any campaign driving guests back to the property, confirm the direct-booking value proposition: a rate that matches or beats OTA rates, a booking-direct perk, and a booking flow that doesn't require more steps than the OTA. Without a clear reason to book direct, the campaign drives awareness but the OTA closes the booking.
**3. Connect marketing to the PMS before adding more channels.** The single decision that creates the most long-term leverage is getting email, SMS, and ad campaigns reading from the same guest record the PMS holds. Once that connection exists, every campaign gets more relevant with each new stay. Without it, adding channels adds complexity without producing better results.
---
The properties that build lasting direct-booking loyalty all do the same thing: they treat every post-stay as the opening move in the next booking, and they use what they already know about a guest to make the next offer worth taking.
[See how Akia's marketing skill handles campaigns, Google Ads, and attribution](https://www.akia.com/skills/marketing), or [book a demo](https://www.akia.com/demo) to walk through it on your property type.
---
# Hotel front desk software: what the best properties use (and why a unified inbox changes everything)
URL: https://www.akia.com/blog/hotel-front-desk-software
## The front desk was running five apps at once.
A guest sends a WhatsApp message asking about parking. A Booking.com inquiry comes in about a late arrival. A third guest calls the desk asking whether housekeeping can come early. The agent handles all three — but across three separate apps, three separate logins, and three separate notification streams. By the time WhatsApp gets a reply, the guest has already figured out parking on their own, and the chance to sell a guaranteed spot is gone.
This is the daily reality at most independent and mid-scale properties. The problem isn't that the front desk is understaffed. The problem is the tools don't talk to each other, so every conversation requires a context switch. Hotel front desk software exists to close that gap — but the category covers a lot of ground. Knowing which piece of the stack matters most for your operation is the first decision to get right.
---
## What hotel front desk software actually does.
"Hotel front desk software" is a catch-all term for the tools that run day-to-day property operations — from managing reservations and room assignments to handling every message a guest sends between booking and checkout.
The category includes property management systems, communication platforms, [task management tools](/platform/tasks), [check-in systems](/platform/digital-check-in), and revenue software. Most properties run some version of all five. The question isn't which category to buy. The question is which layer of the stack is creating the most friction right now, and which upgrade will actually be used by the people at the front desk every day.
---
## Why the communication layer matters more than operators expect.
Guests contact properties across more channels now than at any point in the history of hospitality. SMS, WhatsApp, web chat, Airbnb, Booking.com, Vrbo, Expedia, email, social — a mid-size property might receive guest messages across six or more of these in a single day. Most property management systems were not built to consolidate these channels. They handle room state, billing, and reservations. They were not designed to replace a messaging inbox.
The result: front desk agents monitor the PMS for reservation data and then switch to a separate set of tools to actually talk to guests. When those tools aren't consolidated, response times slow down, messages get missed, and the quality of communication varies by whoever happens to be at the desk. Research from the hospitality industry consistently shows that response time is one of the strongest predictors of guest satisfaction scores — and satisfaction scores drive review volume.
---
## Five categories of hotel front desk software.
Every piece of software sitting at (or behind) the front desk falls into one of these categories. Know the job each one does before evaluating any vendor.
**1. Property management systems (PMS).** The system of record for reservations, room assignments, housekeeping status, and billing. The PMS holds the data; it does not handle guest communication.
**2. Unified inbox and [guest messaging tools](/agents/guest-messaging).** Platforms that pull all guest channels into a single screen so front desk staff aren't switching between apps. The best ones include AI assistance so routine questions get answered automatically, and escalation routing so anything complex goes to the right person without falling through the cracks.
**3. Digital check-in and mobile key platforms.** Tools that let guests complete the check-in process from their phone before arrival, receive a [digital key](/blog/hotel-keyless-entry), and skip the front desk line entirely. Reduces queue pressure on high-arrival days.
**4. Task management and housekeeping tools.** Work order and ticket systems that route maintenance requests, housekeeping schedules, and service requests to the right department. Often triggered by guest messages: when a guest texts "the AC isn't working," someone needs to create a ticket.
**5. Revenue management systems.** Dynamic pricing and forecasting tools that adjust room rates based on demand, competitor rates, and historical patterns. Typically used by revenue managers, not front desk staff.
---
## Six things to look for when evaluating hotel front desk software.
These criteria apply regardless of which category you're evaluating.
**1. What channels does it actually cover?** For communication tools, coverage matters. If a platform handles SMS but not Airbnb messages, your front desk still needs a second tab. Confirm the full channel list before demoing.
**2. Does it connect to your PMS?** Any front desk tool that doesn't share data with your PMS creates a reconciliation problem. Ask vendors to show you a live PMS sync during the demo, not a slide about one.
**3. How fast can it actually be deployed?** "Enterprise onboarding timelines" measured in months are a deal-killer for most independent operators. Ask for average time-to-live from signed contract to first production message.
**4. Does it include AI assistance for routine questions?** If your front desk is still manually answering "what's the Wi-Fi password" and "what time is check-in," that's recoverable time. Look for tools where AI drafts responses and staff approves — rather than staff writing every reply from scratch.
**5. Can it route tasks to housekeeping and maintenance?** Guests report problems via message. If the tool can't convert that message into a task routed to the right department, someone has to do that manually. Look for native task creation.
**6. Is it something your staff will actually use?** Feature count is less important than daily usability. Ask to observe a demo with the workflow your busiest front desk shift would actually run. If it takes more steps to handle a guest message than the current approach, adoption will be low.
---
## Five mistakes that slow down front desk operations.
Operators who've been through a front desk software evaluation recognize these quickly.
**1. Treating the PMS as the communication layer.** The PMS is the source of truth for reservation data. It is not a messaging inbox. Expecting PMS-native messaging features to replace a dedicated communication tool is the most common source of ongoing front desk inefficiency.
**2. Evaluating by feature count instead of daily workflow.** A platform with 40 features that front desk staff use two of is a training problem waiting to happen. Evaluate based on the five most common tasks your team runs every shift, not on a vendor's feature matrix.
**3. Picking a tool that covers only one channel.** A pure-SMS platform leaves your WhatsApp messages unanswered. A web chat tool doesn't touch your OTA inbox. Any communication tool that covers fewer than four channels creates a second inbox your team has to check separately.
**4. Skipping the AI question entirely.** Front desks at independent properties field the same 20 questions every day. Any tool that doesn't have a credible answer for how it reduces that volume is leaving real labor time on the table. Ask every vendor you evaluate: "What percentage of incoming messages does the AI handle without staff intervention?"
**5. Adding tools without removing others.** Every platform you add without consolidating is a tab, a login, a notification stream, and a training conversation. The goal of a front desk software evaluation should be fewer tools, not more. If a new platform doesn't replace at least one existing tool, question whether it belongs in the stack.
---
## Why the communication problem gets harder as properties scale.
At a single property, a front desk team learns the channels, builds workarounds, and manages. It's inefficient, but it holds.
Add a second property and the workarounds don't transfer. The manager at property two has different habits. OTA messages go to a different inbox. The SMS tool isn't connected to the same PMS. Each property ends up with its own communication stack, and the GM trying to review performance across both properties has no consistent data to look at.
Add five properties and staff turnover starts degrading communication quality. When the agent who knew how to handle Vrbo inquiries leaves, that knowledge leaves with them. The properties that build their communication stack around people rather than systems lose consistency every time someone gives notice.
At that point, a unified communication layer stops being a convenience and becomes an operational requirement. The message needs to get answered whether the front desk is staffed by a ten-year veteran or someone on their third shift.
---
## How Akia handles hotel front desk communications.
Akia is the AI Agent for hospitality. Handling guest messages across every channel, at every hour, is one of the core jobs Akia does.
**Akia consolidates all guest channels in one inbox.** SMS, WhatsApp, Airbnb, Booking.com, Vrbo, Expedia, web chat, social, and email all route into a single screen. Front desk staff see every incoming message without switching apps or checking separate platforms.
**Akia answers routine questions automatically.** In Supervised Mode, Akia drafts a response and staff reviews before it sends. In Agentic Mode, Akia replies directly for questions that match established references. Either way, the staff time required per message drops significantly.
**Akia learns from every staff response.** When a front desk agent answers something Akia didn't know, Akia suggests adding that answer to its knowledge base. When the same question comes in from a different guest on a different channel at 2am, Akia already has the answer.
**Akia creates tasks and routes them to the right team.** When a guest reports a maintenance issue or requests housekeeping, Akia files a task and routes it to the appropriate department without staff intervention. The front desk doesn't carry the message; they see it resolved in the same inbox.
> "Before Akia, we spent hours customizing different information in emails for our guests based on different criteria like day of week or condo unit. Now Akia handles all of this automatically, and it really saves time so we can really take care of our guests."
>
> — Maren Trader, Office Manager, [Fairfield Plantation Resort](https://www.akia.com/case-studies/staying-connected-no-matter-the-distance)
> "We definitely would be in a worse situation if not for Akia. With a team of only two, we'd probably need to hire at least 2 more people for example for answering phones and emails separately if we didn't invest in Akia's platform. This system has greatly helped in keeping our operational costs at bay."
>
> — Justin Jurist, VP/Portfolio Manager, [Coastal Maine Vacations](https://www.akia.com/case-studies/cut-operational-cost-with-centralized-communication)
---
## Getting started: three steps before you evaluate any vendor.
**1. List every channel your guests currently use to contact the property.** SMS, WhatsApp, Airbnb messages, Booking.com inquiries, email, phone — write them all down. If you can't produce that list, any tool you evaluate will leave at least one channel unaddressed.
**2. Count how many apps your front desk opens during a typical shift.** If the number is four or more, the problem isn't any single tool — it's the fragmentation. Any evaluation should be oriented around reducing that number, not adding to it.
**3. Ask every vendor you demo to show you the live PMS integration.** Not a screenshot, not a slide about supported integrations — the actual sync, live, with a test reservation. If they can't demo it live, the integration requires more setup than the sales deck suggests.
---
The front desks that run on fewer tools, with better AI coverage, outperform the ones that have more software but more fragmentation. Fewer tabs. Fewer missed messages. Fewer handoffs that rely on one person knowing where to look.
[See how Akia's unified inbox works](https://www.akia.com/platform/unified-inbox), or [book a demo](https://www.akia.com/demo) to see it running across your property's channels.
---
# Hotel upsell software: how to choose a platform that turns check-in into a revenue moment
URL: https://www.akia.com/blog/hotel-upsell-software
## The front desk was the wrong place to sell upgrades.
A guest texts two days before arrival: "Will there be any availability for early check-in?" The front desk agent reads it, figures they'll circle back later. By the time they do, the guest has stopped thinking about it. The early check-in slot went to someone who called the phone. The upgrade never happened — not because the guest didn't want it, and not because the room wasn't available. The offer just didn't get made at the right moment.
Most operators already have something worth upselling. Early check-in, late checkout, room upgrades, the chance to extend the stay, activities and attractions, parking. The hard part is getting those offers in front of guests when they're ready to say yes, collecting payment without adding a manual step, and making sure the PMS reflects what sold. [Hotel upsell software](/platform/upsells) exists to close that gap.
---
## What hotel upsell software actually does.
Hotel upsell software surfaces the right offer to the right guest at the right moment and handles the transaction. That's the core job. Vendors label it differently. Upsell software, upselling platform, and upselling tool all describe the same category, so compare on capability rather than on what it's called.
What it is not: an upsell tab inside your PMS, a script for front desk staff, or a form that someone has to remember to email. Dedicated upsell software is built so that timing, delivery, and payment collection happen without manual intervention. The best platforms connect to your property management system so they know what's available before sending any offer. They deliver through a channel the guest is already using: text, WhatsApp, or a mobile-friendly link. When the guest buys, the PMS updates automatically. No staff follow-up required.
---
## Why timing matters more than the offer itself.
Most upsell attempts fail not because the offer was wrong, but because it arrived at the wrong moment. The highest-conversion window is 24–72 hours before arrival. Guests are engaged with the trip, their credit card is already mentally committed, and they have time to evaluate an upgrade without the pressure of standing at a check-in desk after a flight. Hotels using automated pre-arrival upsell messaging see 20–30% more ancillary revenue per guest compared to those relying on front-desk pitches alone.
Akia's own sales data puts a finer point on the window. Across a year of paid upsells, [58% were bought between 7am and 1pm local time](/blog/which-hotel-upsells-sell-best), with early check-in peaking around 10am and late checkout around 8am. Those are the six hours when your front desk has the least capacity to answer, which is exactly why the offer is worth automating.
Non-room revenue (F&B, upgrades, activities, packages) can reach 40% of total hotel revenue at properties that manage it well. At most independent and mid-scale hotels, that number is far lower, not because the inventory is missing, but because the offers are inconsistent. Staff forget. Email goes unread. The inventory exists; the delivery doesn't.
---
## Five types of hotel upsell software.
Not all upsell tools work the same way. Before evaluating vendors, know which category fits your operation.
**1. Pre-arrival upgrade tools.** Purpose-built to send room upgrade and amenity offers before guests arrive. These tools typically connect to PMS inventory to verify availability and deliver the offer via email or text. Works well for properties where room upgrades are the primary upsell.
**2. In-stay ancillary tools.** Focused on F&B, spa, activities, and service add-ons during the stay. Often delivered via in-room tablet, QR code, or a link in a mid-stay message. Better suited for resorts and full-service hotels where on-property spend potential is high.
**3. Messaging-integrated upsell.** Upsell offers embedded directly inside the [guest messaging layer](/agents/guest-messaging) — so when a guest texts "can I check in early?", the system responds with a payment link in the same thread. No separate platform for the guest to navigate, no handoff between systems.
**4. PMS-native upsell modules.** Some property management systems include upsell functionality. Convenient, but these often have limited delivery options (email only, no conversational interface) and minimal timing controls. Most suited for large hotel groups that want upsells consolidated in one place.
**5. AI-driven upsell platforms.** The system reads the reservation, guest history, and available inventory, then drafts and sends a personalized offer: early check-in for the guest who always asks, a suite upgrade for the anniversary stay, a parking hold when a late flight is on file. Timing, personalization, and PMS updates happen automatically.
---
## Six things to look for when evaluating hotel upsell software.
Run every vendor through this checklist before signing.
**1. Real-time PMS integration.** The platform should check live inventory before sending any offer. A tool that sends room upgrade offers without verifying availability will oversell rooms — and that's harder to recover from than missing an upsell entirely.
**2. Delivery via text or WhatsApp.** Email open rates for pre-arrival messages typically run 20–30%. SMS and WhatsApp are consistently higher. Look for platforms that treat text messaging as a primary delivery channel, not a bolt-on to an email-first tool.
**3. In-flow payment collection.** Any gap between "yes, I want the upgrade" and completing the transaction kills conversion. The best tools present a payment link inside the same message thread so guests finish in under 60 seconds. Offers that require calling the front desk or clicking through to a separate portal close at a fraction of the rate.
**4. Automated offer timing across the stay journey.** Pre-arrival, day-of, in-stay, and pre-checkout windows each capture different offers and different guests. Look for scheduling rules that send the right offer at each stage without manual queuing.
**5. Availability suppression rules.** Confirm the platform lets you suppress offers when inventory is unavailable — not just globally, but by date and room type. An early check-in offer sent on a sold-out arrival day isn't an upsell; it's a complaint.
**6. Revenue-focused reporting.** Volume of offers sent is not the number that matters. Look for reporting that surfaces revenue per available room impact, conversion rate by offer type, and which timing windows close best for your property.
---
## Five mistakes that cut upsell revenue before it starts.
Operators who've run upsell programs for a while recognize these quickly.
**1. Running upsell software as a standalone tool.** A platform that isn't connected to your guest messaging layer creates a disjointed experience. Guests receive an upsell text from one system and a check-in message from another, with different branding and no shared history. They notice the seams.
**2. Waiting until check-in to make the offer.** The front desk pitch has a structural disadvantage: the guest is tired from travel, standing in a line, and not in the mindset to weigh an upgrade. The same offer sent via text two days earlier, when the guest is home and thinking about the trip, closes at a measurably higher rate.
**3. Pricing upgrades based on cost instead of demand.** Once the room is clean and the key is active, an early check-in costs you nothing in labor. Guests flying in from across the country will still pay $30–$75 for it. Price based on what guests would reasonably pay, not on your operating cost. Across [4,729 paid upsells sold in a year](/blog/which-hotel-upsells-sell-best), the most common price guests paid was $50. The same early check-in sold for $20 at a budget motel and past $250 at a luxury boutique, tracking each property's own room rate rather than any industry benchmark.
**4. Skipping integrated payment.** Offers that say "reply YES and we'll get you confirmed" create staff follow-up work and depress conversion. Offers with an embedded payment link close themselves.
**5. Choosing a pure-play upsell tool when the real gap is delivery.** Some properties don't need more upsell inventory — they have early check-in, packages, and room upgrades that nobody buys because the offers never get made consistently. Fix the delivery problem first.
---
## Why upsell programs get harder to manage as you scale.
A single-property operator can make upselling work manually. Track who's arriving tomorrow, send a few texts, process payments by phone. It's not efficient, but it's manageable.
Add a second property and the manual tracking breaks down. Add staff turnover and the upsell workflow lives in one employee's head. Add five or ten properties and the only way to run a consistent upsell program is to take it out of the staff workflow entirely.
At that point, dedicated upsell software stops being a convenience and becomes a revenue protection mechanism. Properties that rely on staff consistency for upsells see revenue swing with every hiring cycle. Properties that automate offer delivery and payment collection decouple revenue from headcount — the offers go out whether the team is new, stretched thin, or buried at check-in on a busy Saturday.
---
## How Akia handles hotel upsells.
Akia is the [AI Agent for hospitality](/agents/ai-in-hospitality). Upsell automation is one of the things Akia handles autonomously, built into the guest communication layer rather than running as a separate tool.
**Akia reads the reservation and determines what to offer.** Before any message goes out, Akia checks inventory, reviews guest history, and identifies the most relevant upsell for that specific stay: a suite upgrade for an anniversary reservation, early check-in for a guest who requested it last visit, a parking hold when a late flight is on file.
**Akia delivers offers through text, WhatsApp, or a [Mini App link](/platform/mini-apps).** Guests receive the offer in the same thread as their pre-arrival information. Payment is embedded in the message. No redirect or phone call. The Mini App doubles as the guest portal for in-stay upsells, so a guest can buy a late checkout or extend the stay without downloading anything.
**Akia schedules offers across the full stay journey.** Pre-arrival, day-of, in-stay, and post-checkout windows can each be configured with their own offer logic. A guest who didn't buy early check-in pre-arrival might still buy a late checkout mid-stay. Akia sends the appropriate offer at each stage without a manual trigger.
**Akia updates the PMS when a guest accepts.** When an upgrade or add-on is purchased, Akia writes the update back to the PMS automatically, so the front desk sees the correct room assignment on arrival without a separate reconciliation step.
> "Before Akia, we had a hard time promoting items that we offered. Now, we automatically send out our order forms during pre-arrival and their stay to increase exposure."
>
> — Mike Kelly, Director of Operations, [Cedar Lakes Estate](https://www.akia.com/case-studies/read-how-cedar-lakes-estate-did-20k-in-upsell-revenue)
Cedar Lakes Estate, a 500-acre Hudson Valley retreat offering activity packages and curated experiences, went from manually emailing upsell forms with low open rates to $20K per month in upsell revenue after automating offer delivery through Akia.
> "Before, almost every guest asked about early check-in. Now, it's automated. Guests who want it can just purchase, and I don't have to keep answering the same question over and over."
>
> — Ashley Cornwell, Owner, [The Villa Toscana](https://www.akia.com/case-studies/villa-toscana-bed-breakfast-cuts-constant-interruptions-and-drove-revenue)
The Villa Toscana now averages $1,153 per month in upsell revenue from early check-in and late checkout alone. Neither offer was being made consistently before.
---
## Getting started: three steps before you pick a platform.
**1. List every upsell you currently offer.** Early check-in, late checkout, room upgrades, parking, packages, activities, F&B. If you can't produce a clear list, the software will have nothing to work with. Upsell automation amplifies what's already there — it doesn't invent it. Then check which ones actually sell. In [that same year of upsell data](/blog/which-hotel-upsells-sell-best), early check-in and late checkout took 90% of the revenue and 96% of every sale. Most of the rest of the catalog is decoration.
**2. Map the timing window for each offer.** Pre-arrival (24–72h before check-in), day-of, in-stay, and pre-checkout are the four primary windows. Assign each upsell type to the window where it closes best before you demo any vendor. This will make the demo evaluation much faster.
**3. Confirm PMS integration before committing.** Ask every vendor to demonstrate a live PMS sync during the demo — not a slide about one. If the PMS update requires manual reconciliation or runs on a significant delay, every upgrade sale creates a front desk problem.
---
Properties that automate upsell delivery consistently capture revenue from offers that used to go unmade: early check-ins, room upgrades, package add-ons. No extra staff time, no training new hires on a sales pitch. The offers go out, guests buy when they're ready, and the PMS reflects it.
## Frequently asked questions
### What features should I look for in hotel upselling software?
Six things. Live PMS inventory checks before any offer goes out, delivery by text or WhatsApp rather than email only, payment collected inside the same message thread, timing rules for each stage of the stay, availability suppression by date and room type, and revenue reporting broken out by offer type. The checklist above covers each one in detail.
### How can hotels increase upsell revenue through AI?
An AI agent reads the reservation, checks live inventory, and picks the offer most likely to land for that specific stay. Then it sends at the hour that offer actually converts and takes payment in the thread. Akia's own sales data shows 58% of paid upsells happen between 7am and 1pm, which is exactly when a front desk has the least time to sell anything.
### How do you automate hotel guest upsells?
Connect the upsell tool to your PMS so it can see live availability, assign each offer to a timing window (pre-arrival, day-of, in-stay, pre-checkout), and embed payment in the message. After that the offers send themselves. The manual version works at one property and breaks at two.
### What is the best hotel upsell software?
There's no single answer, because the five categories solve different problems. Pre-arrival upgrade tools fit properties whose money is in room upgrades. In-stay ancillary tools fit resorts with spa and activity spend. Messaging-integrated upsell fits properties where guests already text. Pick the category that matches your inventory, then compare vendors inside it.
### Is a front desk upselling tool enough?
Usually not. The front desk pitch lands when the guest is tired from travel and standing in a line. That same early check-in offer, sent by text two days earlier, reaches them at home while they're still planning the trip. A front desk upselling tool also adds a step for staff who are already busy.
### Should upsell offers go out by email or text?
Text. Email upselling for hotels runs a 20% to 30% open rate on pre-arrival messages, and SMS and WhatsApp sit consistently higher. An email-first platform with a text feature bolted on will underperform one built around messaging from the start.
[See how Akia's upsell automation works](https://www.akia.com/solutions/upsells), or [book a demo](https://www.akia.com/demo) to see it running on your property type.
---
# Hotel Text Messaging: How to Automate Guest SMS
URL: https://www.akia.com/blog/guest-messaging-a-practical-guide-for-hotels-and-short-term-rentals
# Guest messaging: a practical guide for hotels and short-term rentals.
A short, operator-to-operator look at what [guest messaging](https://www.akia.com/agents/guest-messaging) actually means, what to send, what to skip, and how to make it scale without doubling the front desk's workload.
## What "guest messaging" actually means now
A guest checks in. The AC in 312 isn't blowing cold. Instead of walking back down to the front desk, they pull out their phone. They text. They expect an answer in minutes.
That moment is exactly what a great [guest experience](https://www.akia.com/platform/guest-experience) means in 2026 — every conversation a property has with a guest before, during, and after a stay, on the channels guests already use. SMS, WhatsApp, web chat, the Airbnb inbox, the Booking.com inbox, the Vrbo inbox. Email is still in the mix, but it's not where the time-sensitive stuff happens.
Most operators already do guest messaging. The hard part is getting messages to show up at the right moment, channel, and info, without making the front desk answer "what's the Wi-Fi?" forty times a shift.
## Why guest messaging works.
Text-based messaging beats every other channel on the metrics operators care about:
- **Open rate.** SMS sits around 98%, against about 20% for marketing email ([Avochato](https://blog.avochato.com/hospitality-text-messaging-guide)).
- **Read time.** Most texts are read within three minutes of delivery ([CartBoss](https://www.cartboss.io/blog/sms-marketing-open-rates-guide-98pct-message-engagement/)).
- **No friction.** Guests don't download anything. They reply when they can.
- **Easy to automate.** PMS data — room number, stay dates, booking source, VIP status — can trigger the right message without a human pressing send.
[Hotel Technology News reported](https://hoteltechnologynews.com/2025/07/five-hotel-messaging-trends-that-define-guest-communication-in-2025/) messaging now connects every stage of the stay, from booking to post-stay follow-up — and properties that lean into it see fewer front-desk calls, faster service recovery, and stronger direct-booking rates.
## SMS for hotels and short-term rentals
Guests already have a texting app open. That's the whole case for SMS.
No download, no login. A text lands on the lock screen and gets read in about three minutes, which is why SMS for hotels and short-term rentals still beats every newer channel on plain reach.
**Where SMS earns its keep**
- **Anything time-sensitive.** Room's ready, code's changed. If it has to land in the next ten minutes, text it.
- **Guests who never open the app.** Most of them, honestly. SMS reaches anyone with a phone number on the reservation.
- **Short back-and-forth.** A question and an answer. Nobody wants to log into a portal to ask about parking.
**Where it doesn't**
- **Long-form anything.** Six-step directions, or a check-in form with half a dozen fields. Send a [Mini App](/platform/mini-apps) and let them tap instead.
- **Promotional sends to people who didn't opt in.** Get consent at booking. If you're texting to fill rooms rather than answer a guest, that's [hotel SMS marketing](/blog/hotel-text-messaging-how-to-keep-guests-happy) and it plays by different rules.
Akia handles [guest messaging](/agents/guest-messaging) the same on SMS as she does on WhatsApp or an OTA thread. She reads the message, checks the reservation, and answers. The channel is just where the guest happened to be.
## The messages guests actually want.
Most properties send too many generic messages. The five categories that actually earn replies and reduce inbound calls:
**1. Pre-arrival info.** Sent 1-3 days before check-in. Confirmation, arrival instructions, parking details, the link for [digital check-in](/platform/digital-check-in) if you offer one. One short message beats a long email.
**2. Check-in updates.** "Your room is ready." Sent the moment housekeeping marks the room clean. Cuts lobby pile-ups and gets guests to their rooms faster than any other operational change you can make.
**3. In-stay service requests.** Wi-Fi password, extra towels, restaurant hours, the gym's location, a maintenance issue. These are the questions every property answers a hundred times a week. A guest texts; the answer comes back in seconds. [When we analyzed 900,000 guest conversations, roughly 80% were repetitive questions like these](https://www.akia.com/blog/what-900000-guest-messages-revealed-about-how-properties-actually-run) and they're the kind an AI agent can handle on day one.
**4. Operational alerts.** Valet is ready, the table is set, the food's on its way up. Texts here are usually the difference between "good service" and "wow, that was fast."
**5. Post-stay follow-up.** Folio delivery, review request routed to the right platform (Google for direct guests, Booking.com for OTA guests), and a win-back offer for guests who didn't rebook. The most-skipped category — and the one that compounds the most over time.
## Best practices
A handful of rules separate guest messaging that works from messaging that gets ignored or marked as spam:
- **Get opt-in consent at booking.** No exceptions. This is a legal requirement in most jurisdictions and a trust requirement everywhere else.
- **Keep it short.** One or two sentences. If you need three, you should probably call.
- **Personalize from PMS data.** Use the guest's name. Reference their room number, their arrival time, their reservation. Generic messages get ignored.
- **Match the moment, not the calendar.** "Your room is ready" sent the second it's clean beats "Your room will be ready by 3pm" sent at 11am.
- **Don't over-message.** Five touches across a four-night stay is plenty. Ten is harassment.
- **Detect the guest's language.** International guests reply in their native language. About 39% of conversations at properties with international guests happen in something other than English. If your system can't translate, you're losing those conversations.
## Common mistakes
The patterns that turn guest messaging from an asset into a liability:
- **No segmentation.** Sending the same welcome message to a returning VIP and a first-time OTA booker is a missed signal.
- **Robotic tone.** Even automated messages should sound like a person wrote them — and like someone who works in hospitality, not in a call center.
- **Channel sprawl.** SMS in one tool, Airbnb in another, WhatsApp in a third. Front-desk staff burn fifteen minutes a shift just switching tabs.
- **Promo-heavy.** A daily upsell isn't messaging. It's spam.
- **Privacy slip-ups.** Card numbers, reservation details, full guest names — all of it has to be treated like the regulated data it is.
## Why this gets harder as you scale
A single property with 30 rooms can run guest messaging from a phone and a spreadsheet. A property with 200 rooms can't. A portfolio of 20 properties absolutely can't.
The wall most operators hit is the same: the messages are getting sent, but they're not connected to live reservation data. A guest gets a "your room is ready" text — except they checked in two hours ago. A VIP gets the same generic check-in message as someone who booked a discounted weekend rate. International guests get English templates and don't reply.
Connect the messaging layer directly to the PMS, so every message is triggered by what's actually happening in the booking system — not by a calendar reminder a human set up three weeks ago.
## How Akia handles guest messaging
[Akia, the AI Agent for hospitality](https://www.akia.com/agents/ai-in-hospitality), automates the full guest conversation against live PMS data. Four things make it different from a standalone SMS tool:
**1. PMS-triggered automation.** Akia connects to your PMS and syncs reservations, guest profiles, and room status in real time. A "your room is ready" message fires the moment housekeeping flips the status — not on a timer, not when a staff member remembers to send it.
**2. Conditional logic.** One journey handles every scenario. If the booking is direct, send a loyalty offer. If it came from an OTA, send a direct-booking promo for the next stay. If the guest is VIP, send a concierge intro. If the stay runs longer than five nights, send a [mid-stay survey](/platform/surveys). The conditions are set once and run forever.
**3. Auto-translation across 90+ languages.** A guest writes in Spanish; Akia replies in Spanish. The front desk doesn't need to speak the language. Akia handles the translation inside the same conversation, so nothing about the experience feels different to either side.
**4. Every channel in one inbox.** SMS, WhatsApp, Airbnb, Booking.com, Vrbo, Expedia, web chat, social, email — they all land in the [unified inbox](https://www.akia.com/platform/unified-inbox), so staff stop tab-switching and start seeing the full conversation in one place.
The outcomes operators see:
> "Before Akia, we spent hours customizing different information in emails for our guests based on different criteria. Now Akia handles all of this automatically."
>
> — Maren Trader, Office Manager, [Fairfield Plantation Resort (75% guest engagement after launch)](https://www.akia.com/case-studies/staying-connected-no-matter-the-distance)
> "With a team of only two, we'd probably need to hire at least two more people. This system has greatly [helped in keeping our operational costs at bay](https://www.akia.com/case-studies/cut-operational-cost-with-centralized-communication)."
>
> — Justin Jurist, VP & Portfolio Manager, Coastal Maine Vacations
## What to look for in a hotel text messaging system
Most guest messaging software can send a text. The difference shows up around message two hundred, when your team is tired and the questions haven't stopped.
**It knows who's texting.** The system should pull the reservation off the phone number, which means it has to be [connected to your PMS](/marketplace). Without that, every reply starts with "what's your last name," and guests can tell.
**One thread per guest, not per channel.** Someone who texts on Tuesday and messages through Airbnb on Wednesday is one conversation. Software that splits them makes your team the integration.
**It answers without you.** Auto-replies aren't the same as answers. Ask what share of messages get resolved end to end before anyone opens the thread. Akia answers from a [Knowledge Base](/agents/knowledge-base) you fill in once.
**It speaks their language.** The reply should come back in whatever language the guest wrote in, without anyone pressing a translate button.
**It's honest about after hours.** Most guest questions arrive when the desk is thin. A hotel texting service that only works nine to five is a queue with extra steps. Akia covers the overnight on text and on [the phone](/agents/voice).
## Getting started
If you're new to guest messaging, don't try to launch twelve touchpoints at once. Start with three:
1. Booking confirmation and a 24-hour pre-arrival reminder.
2. A "your room is ready" notification keyed to housekeeping status.
3. A post-stay thank-you with a review request routed to the right platform.
Add the next layer — segmentation by booking source, in-stay service responses, language detection — once the first three are running cleanly. The properties that get this right don't do it all in week one. They build the system one touchpoint at a time and let the replies tell them which message to add next.
See [how Akia's messaging works](https://www.akia.com/skills/guest-services) end to end, or [schedule a demo](https://www.akia.com/demo) to walk through how it would fit your property.
## Common questions
### What is hotel text messaging?
Texting guests from a number your property owns, with the reservation attached, so the answer's right the first time. Most properties use it for [check-in details](/platform/digital-check-in), requests during the stay, and follow-up after checkout.
### Do guests actually read hotel messages?
They do. SMS open rates sit around 98% and most texts get read within three minutes. Email is closer to 20%.
### Is hospitality text messaging different from SMS marketing?
The intent is. Operational texting answers a guest who's mid-stay. Marketing texting goes out to a list to fill rooms. Same channel, different job. The consent rules are different too.
### What do I need before I can text a guest?
A phone number on the reservation and consent to contact them. Collect it at booking so it's on file before they arrive.
### Can hotel guest text messaging work across Airbnb and [Booking.com](http://Booking.com)?
It should. Guests message wherever they booked, and your team shouldn't have to check four inboxes. Akia [connects to both](/marketplace) and pulls every channel into one thread per guest.
### How many messages does a property actually get?
More than most people expect. Akia looked at 900,000 guest conversations and about 80% were the same repetitive questions.
---
# Ask Akia: the same AI handling your guests, now works for your team
URL: https://www.akia.com/blog/ask-akia-the-same-ai-handling-your-guests-now-works-for-your-team
It's 9am. A new hire is at the front desk alone. A guest says her door code stopped working. The GM isn't picking up. There's no binder section for this.
So she types into Ask Akia: "Issue a new door code for the guest in room 312. Hers isn't working."
Ask Akia finds the reservation, generates the code, and shows her exactly what it's about to send. She taps to confirm. The new code goes to the guest.
That's what Ask Akia does. Ask Akia is built into Akia, and it works for your staff the same way Akia works for your guests: find the answer, take the action, move on.
### It knows your property.
Ask Akia runs on your actual property data. Your [knowledge base](/agents/knowledge-base). Your PMS. Your guest records. Your training manuals. Akia's own product documentation.
Staff ask it anything.
"What's our noise complaint procedure?" It pulls from your uploaded SOP.
"What's our occupancy this week?" It runs the number.
"Does unit 202 have a washer/dryer?" It checks the knowledge base.
"Why didn't the booking confirmation send to John Smith?" It traces the event log and explains what happened.
The more you've built in Akia, the better it gets.
### It acts, not just answers.
Tell Ask Akia to send a guest message. It drafts the message, shows you what it's about to send, and waits for your approval. One tap and it's done.
Tell it to [create a task for housekeeping](/platform/tasks). Done.
Tell it to check a guest out of the PMS early because they're leaving now. Done.
Anything Akia's automations can do, your team can now request in plain language. The approval step is always there. Ask Akia does the work of finding, drafting, and queuing. Staff confirms.
Front desk agents use it to send review requests the moment a guest checks out. Shift managers use it to coordinate maintenance without picking up a phone. Ops teams use it to [issue door codes](/platform/keyless-entry) when a guest calls in with an access issue.
### It builds things too.
The [Mini App builder](/platform/mini-apps) is one of those features that takes 20 minutes the first time and never quite gets revisited.
Ask Akia builds it from a sentence. "Create a Mini App to collect early check-in requests." It builds the form, you review it, you launch it.
Same for [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty)s. Describe the sequence you want, and Ask Akia puts it together.
### Try it out today.
To get access, reach out to your account manager or email help@akia.com.
---
# The #1 reason guests leave a 1-star rating.
URL: https://www.akia.com/blog/the-1-reason-guests-leave-a-1-star-rating
## **Key findings**
- 21.8% of 1- and 2-star reviews are about the room itself. Room condition is 6× the size of any other complaint category.
- Across thousands of Survey responses, 74% of 1-star raters provided additional feedback. Only 0.04% of 5-star raters did.
- Properties that send a Day 1 "checking in" message see Survey response rates 2.4× higher than properties that skip it. It surfaces the unhappy guests who would have otherwise stayed silent until the public review, and doubles the 5-star ratings.
## **Definitions**
**In-stay survey.** A short rating prompt sent to a guest during their stay or just before checkout to surface complaints privately before they become public reviews.
**Day 1 check-in message.** An automated message sent to a guest within the first 24 hours of arrival, "how is everything?" prompt that opens feedback from them.
**AI Agents.** Reads guest messages, figures out what they actually want, and answers them or creates a task for your team. For reviews, that means catching complaints in the moment and routing them before they end up online.
## What guests complain about.
In Akia's analysis of one- and two-star reviews, room condition was the top complaint category at 21.8% — six times larger than the next category. Service, location, noise, and price each accounted for under 4% of complaints.
*Figure 1: Across one- and two-star reviews, room condition accounts for 21.8% of complaints — six times more than the next category (service, \~4%). Location, noise, price, and check-in process each fall under 4%.*
Room condition is 6× the size of any other complaint category. Everything else is a rounding error in comparison.
## Inside the room complaints.
The 1,229 room-condition complaints fall into six sub-categories: cleanliness, plumbing and water, HVAC and temperature, broken fixtures, smells, and electrical issues.
*Figure 2: The 1,229 room-condition complaints break into six sub-categories: cleanliness, plumbing, HVAC, broken fixtures, smells, and electrical. Cleanliness and plumbing dominate, together accounting for the majority of complaints.*
## Happy guests rate. Unhappy guests explain.
Guests who had a great stay tap five stars and leave. Guests who had a bad stay want to be heard, and if you don't give them a place, the review site becomes that place.
[A short survey sent before checkout](/platform/surveys) asking the guest to rate their stay from 1 to 5 with an optional comment gives you the opportunity to address potential concerns before they are posted online. Across thousands of responses, 74% of 1-star raters added a comment. Only 0.04% of 5-star raters did.
Collecting ratings allows properties to fix issues before they get posted online.
## Start the conversation earlier.
We pulled reservations across multiple months and found that **Survey response rates doubled** whenever a "Just checking in" message was sent within a few days of arriving, leading to more 5-star ratings. Identify the guests who were happy with their stay and make it easier for them to leave a review by automatically linking [your online review site](/platform/reputation).
## Quick changes to reduce 1 star reviews.
The three operational changes that reduce 1-star reviews fastest are: training your AI to recognize complaints, [auto-creating tasks from flagged messages](/platform/tasks), and tracking which complaints repeat across units.
**Train your AI to recognize complaint keywords.** The vocabulary of a room-condition complaint is clear: *broken, dirty, no hot water, smells, shower, leaking, won't work, can you send someone*. [An AI agent that scans inbound messages](/agents/guest-messaging) for these patterns can flag the conversation to housekeeping (or other departments).
**Auto-create tasks from messages.** Every flagged complaint provides a documented task in your system, timestamped, of the guest, with the room number.
**Identify repeated issues**: Single stays get fixed. The bigger payoff is what shows up after a few hundred Tasks — which complaints repeat, which units keep hitting the same problem, where to spend the next maintenance dollar. Akia surfaces that pattern across the portfolio.
Everything above keeps a bad review from getting written. Getting more good ones is the other half, and the [hotel reputation management guide](/blog/hotel-reputation-management) covers that.
---
# Two things that make Akia work: Knowledge Base and Skills
URL: https://www.akia.com/blog/two-things-that-make-akia-work-knowledge-base-and-skills
Every AI agent makes two kinds of decisions: what to say, and how to act. Those are different problems, and they deserve different controls.
That's the idea behind how we've restructured Akia's AI Agent configuration. Your settings are now organized around two core concepts: the **Knowledge Base** and **Skills**. Understanding the difference between them is the fastest way to get more out of your agent and the first place to look when something needs to be adjusted.
Here's what each one does.
## Knowledge Base: What Akia Knows
The Knowledge Base is Akia's internal reference library. When a guest sends a message, Akia searches here to find the right information to include in her response. Think of it as the context she pulls from: your check-in process, parking instructions, pet policy, restaurant recommendations, frequently asked questions, and anything else that helps her answer a guest accurately.
You organize it into categories (like Pre Arrival, Nearby Attractions, or House Rules) and add sub-sections within each one. The more content you provide, the more confident and accurate Akia's responses will be. If Akia is struggling to answer a type of question, the Knowledge Base is almost always where the fix lives.
One thing you don't need to duplicate here: anything already stored in your PMS or Akia custom fields. Akia pulls that data automatically. The Knowledge Base is for everything else.
## Skills: How Akia Behaves
[Skills are a different kind of input entirely](/agents/skills). They don't tell Akia what to say. They tell Akia what to do.
This is where you define her standard operating procedures: when to escalate, when to stay silent, how to handle sensitive requests, and what tone to use with guests. A skill might look like:
- "Always notify staff if a guest reports an issue in their room"
- "If a guest sounds upset, notify staff immediately and do not respond"
- "When the guest replies 'Checkout,' send this message and escalate to the team"
Skills can be set globally across all your properties, or customized per property if your locations operate differently. If one property is a traditional full-service hotel and another runs contactless, they can have different Skills while sharing the same Knowledge Base.
## Why the Distinction Matters
Before this update, setup guidance often blurred the line between these two things. Teams would add operational rules to the Knowledge Base, or try to teach tone of voice through factual content. Neither worked well.
Now the separation is explicit. If you want Akia to know something, [put it in the Knowledge Base](/agents/knowledge-base). If you want Akia to do something or act a certain way, put it in Skills. That single distinction makes setup faster, troubleshooting cleaner, and onboarding a new team member significantly easier.
## Nothing About Akia Has Changed
If your agent is already configured and running, she will continue to operate exactly as before. This is a structural update to the configuration experience, not a change to how Akia processes or responds to messages.
Head to your AI Agent settings to explore the new layout. If you want help reviewing your current setup, reach out to [help@akia.com](mailto:help@akia.com) or visit the help center.
---
# What 900,000 guest messages reveal about how properties actually run
URL: https://www.akia.com/blog/what-900000-guest-messages-revealed-about-how-properties-actually-run
## Key Findings
A first-party look at AI agents vs. chatbots in [guest messaging](/agents/guest-messaging), based on 900,000 real messages.
- Across a 30-day sample of inbound guest messages on Akia, most are routine such as wifi codes, parking, check-in times, breakfast hours, late-checkout requests, and policy questions. The AI Agent handles these the day you turn it on.
- **Messages get sharper with training** — multi-step requests, edge cases, property-specific judgment calls. This is where an Agent earns its name. A chatbot can't do this work. An Agent that learns your property, your policies, and your tone can.
- **A few stay with your team on purpose** — active complaints, refund disputes, sensitive escalations. When reputation, safety, or money is on the line, the right answer is a human voice.
### Definitions
**AI Agent vs. chatbot.** A [chatbot](/blog/hotel-chatbots) pattern-matches keywords against canned responses. An [AI Agent](https://www.akia.com/platform/ai-training) reads live context from the PMS, reservation, and [property knowledge base](/agents/knowledge-base), takes multi-step actions (creates housekeeping tasks, applies upcharges, updates the PMS), and escalates with a full handoff summary when it can't resolve a request.
## How much of your staff's day is spent answering things AI could handle in seconds.
Roughly 80% of inbound [guest messages](https://www.akia.com/blog/guest-messaging-a-practical-guide-for-hotels-and-short-term-rentals) at the average property are repetitive, factual questions such as wifi codes, parking, gate codes, check-in times, that have a single correct answer already written down somewhere. Here's what that looks like in practice.
A guest texts at 9:47pm asking for the wifi password. Three minutes later, another guest asks where to park the rental car. At 11:14am, two minutes after a front-desk agent finally sat down, a third person asked for the gate code.
None of these messages needed a person. Each one has a single correct answer, written somewhere in a binder, a PMS field, or the property's website.
When we looked across a 30-day sample of inbound guest messages flowing through Akia, four out of five were asking for information that already exists. Routine questions with a single right answer and what they needed at the moment.
## How we categorized messages.
We classified the 900,000 guest messages along two axes: whether a single correct answer exists in the property's knowledge base or PMS, and whether the stakes of getting it wrong are low or high. Those two axes produce four quadrants — three handled by AI, one reserved for humans. We call this the **Akia Message Tier framework**.
> *Figure 1: The 2x2 classification framework — factual vs. judgment on the horizontal axis, low vs. high stakes on the vertical. Three of the four quadrants are AI work; only high-stakes judgment stays with humans.*
1st is whether a single correct response exists somewhere in a knowledge base, policy doc, or PMS field, or judgment-based, meaning the right response depends on context, history, or the specific guest in front of you.
2nd is the stakes: low (no real downside if the response is wrong) or high (reputation, safety, money, or a guest who is already upset).
Those two axes give you four quadrants. Three of them, anything factual at any stakes, plus low-stakes judgment calls that can be resolved with a clear policy, are AI work. One of them, high-stakes judgment, is human work.
What we saw was the same thing everywhere we looked. Across thousands of properties, most of what guests are asking are the same questions, over and over.
But "AI handles it" isn't one thing. It splits into two tiers: the work that's ready on day one, and the work that gets sharper as the Agent learns your property.
> *Figure 2: Volume distribution across the three tiers. Most guest messages are ready-on-day-one (Tier 1: logistics, service requests, compliments, time-flex, amenities, local recs). Some require a trained agent (Tier 2: multi-step requests, property-specific exceptions, context-dependent decisions, edge cases). A few stay human on purpose (Tier 3: active complaints, refund disputes, sensitive escalations). Source: Akia inbound message data, 30-day sample.*
## Better: *Tier 1: Guest messages AI handles on day one (\~80% of volume).*
AI Agents handle four categories of guest messages on day one: logistics and arrival, service requests, compliments and thanks, and time-flex requests. These cover roughly 80% of inbound volume.
Information from your PMS or website - automatically available.
**Logistics and arrival**: Check-in times, addresses, gate codes, wifi passwords, parking. Every property's knowledge base has the answer.
**Service requests**: Extra towels, more pillows. These are tasks to route to housekeeping. An AI Agent can read the request, [create the housekeeping task](/platform/tasks), and confirm with the guest in the time it takes a human to glance at their phone.
**Compliments and thanks**: "Loved our stay." "Perfect weekend." None of these need a person, but if no one responds, the guest feels ignored. Freeing staff from typing "we're so glad!" forty times a week isn't a small recovery.
**Time-flex requests**: Early check-in, late checkout, and extra night. The answer is often "yes, for a fee." A well-configured AI Agent quotes the policy, applies the upcharge, and [closes the upsell](/platform/upsells) while the guest still has their phone in their hand.
Other categories include **amenities, local recommendations, booking policy, and pet and kid logistics.**
## Tier 2: Multi-step requests that need an Agent trained on your property.
The middle tier is where the difference between an FAQ bot and an AI Agent actually shows up.
Message like: *"We had a really late night. Any chance we can stay until 2pm before heading to the airport?"*
A chatbot pattern-matches on "checkout" and either replies with the standard 11am checkout time (missing the request entirely) or gives a flat "yes/no" without checking anything.
**An AI Agent reads the reservation, checks whether the room is booked again that afternoon, applies the property's late-checkout policy (free until 1pm, $30 after), confirms with the guest, and updates the housekeeping schedule so the room isn't flagged for an 11am turn.**
The Agent has to learn your property's specific policies and team's escalation patterns.
A few examples of what lives in this tier:
- *"We're running 30 minutes late, will the kitchen still be open?"* (Reads the F&B hours, checks against ETA, offers an alternative if the kitchen will close, holds a reservation if it won't.)
- *"My partner has a peanut allergy. Is breakfast safe?"* (Looks up dietary information, confirms with kitchen contact if uncertain, escalates if the answer isn't definitive.)
These messages can quietly eat up most of your front desk's time, because they require pulling information from three different systems and making a small judgment call. But this is what an *Agent* does that a *chatbot* doesn't.
## Tier 3: Guest messages that should always escalate to a human.
The last tier is where you should lean on your team. Active complaints, refund disputes, in-progress room issues, and any message that names a staff member or describes how a guest was made to feel, these aren't knowledge-based questions. A bot fumbling is how you end up with angry reviews and refunds you didn't need to give.
Akia's view: this should escalate to a human. And when it does, the staff knows exactly what's been said, who said it, and what they need next.
## What an AI Agent does that a chatbot can't.
A true AI Agent does four things a chatbot can't: it pulls live context from the PMS and reservation in real time, executes multi-step work across systems, distinguishes between similar-sounding messages with different intentions, and escalates to a human with a full handoff summary.
**Pulls live context.** It reads the PMS, the reservation, the property's website, and the room status in real time.
**Handles multi-step work.** Agents can read a reservation, check housekeeping availability, apply a policy, execute a PMS update, and reply to the guest.
**Knows the difference between similar messages.** "What is my door code" is a different question than "I'm at the door and the code isn't working." Same words, different intentions, different actions. An Agent reads the situation; a chatbot reads the keywords.
**Escalates with full context.** When a human is needed, it hands them off with a summary, the steps already taken, and what the human needs to do next. It's understanding "when the AI hands off, does my team have what they need to be useful?"
> *Figure 3: How an Akia AI Agent answers a late-checkout request. The guest asks "Can we stay until 2pm before our flight?" — the Agent reads the PMS (Room 207 vacant at 1pm), the reservation (Smith, party of 2), the late-checkout policy ($30), and the calendar (next arrival 3:30pm), then composes a single response that confirms the time, applies the charges, and wishes the guest well.*
## What operators should do.
When deciding which guest messages to automate first, start with the most repetitive question types regardless of where they currently land, typically logistics, amenities, and policy questions. Then evaluate vendors specifically on how they hand off escalated messages to your team.
**Start with the most repetitive questions.** Automate the *type of question* that comes up most, regardless of where it lands. Start with logistics and amenities (wifi, parking, check-in times). Then layer in policy questions like early check-in and late checkout. That order gets you most of the time savings in the first few weeks.
**Keep humans on the messages that need them, and judge AI by how it hands them off.** Configure the system so complaint language, refund language, and health-and-safety always escalate to a human, no matter how confident the AI's response is. When you're evaluating vendors, ask "when you escalate, what does my team see?"
## Frequently Asked Questions.
- *What's the difference between an AI agent and a chatbot for hotels?* — A chatbot pattern-matches keywords to canned replies; an AI agent reads live context from the PMS and reservation, takes multi-step actions, and escalates with a full handoff summary.
- *What percentage of guest messages can AI handle?* — Across a 30-day sample of 900,000 guest messages on Akia, roughly 80% are repetitive questions an AI agent handles on day one.
- *Which guest messages should always go to a human?* — Active complaints, refund disputes, and safety issues should always escalate to a person.
- *Should hotels automate guest messaging?* — Start with the most repetitive question types (logistics, amenities, policy), then judge any vendor by how cleanly it hands escalations to your team.
---
# Akia UI Updates: April 2026
URL: https://www.akia.com/blog/akia-ui-updates-april-2026
### Updates:
- Mini App Wizard (new guided creation)
- [Mini Apps](/platform/mini-apps) layout + Submissions tab (new + visual refresh)
- [Knowledge Base](/agents/knowledge-base) relocation + tab structure
- Orders tab layout refresh
## Mini App Wizard
We introduced a new **Mini App creation wizard** to make it faster to set up Mini Apps without starting from scratch.
Previously, properties created Mini Apps manually by adding each component step by step. Now, you can begin by selecting a **Mini App type** such as:
- Registration Card
- Arrival Guide
- Checkout Flow
- Tipping Form
- Commerce Store
After selecting a type, the wizard automatically suggests a starting structure based on that Mini App. Standard components are pre-selected depending on the template. For example, a Digital Check-In Mini App may already include fields like arrival date, departure date, room type, and check-in time.
## Coming soon: Knowledge Base
Previously, Knowledge Base content lived inside Automation → Agents. Now it has its own dedicated space in the left navigation under Knowledge Base. **No content was removed — existing entries remain available in the new layout.**
The Knowledge Base is separated into 4 sections:
- **General -** Property-wide information your Agent should reference when answering guest questions.
- **Unit specific -** Details that vary between rooms, units, or buildings.
- **Internal -** Staff-facing guidance that helps the Agent decide how to respond or escalate situations.
- **Resources -** Links and documents your Agent can reference when answering questions.
## Mini App Editor
We updated the layout of the **Mini Apps section** with a refreshed design and added a new **Submissions** tab.
The Mini Apps area now includes:
- Mini Apps
- **Submissions (new)**
- Collections
- Assets
The updated layout introduces a cleaner top navigation across these sections.
The new **Submissions** tab allows you to review responses from Mini Apps in one centralized view. You can filter submissions by **Mini App** and **specific date** when reviewing responses.
## Orders Tab
We updated the layout of the **Orders tab**.
You can now toggle between **Orders** and **Archive** at the top of the page. Filters such as **department selection** and **sorting options** are grouped together in the top left.
Order sections like Incoming, In Progress, and Done remain the same. No functionality changed. This is a visual layout update.
## New Anatomy of Navigation Bar
You’ll now see clearer tab-style navigation, a dedicated account switcher when viewing account-specific data, and predictable locations for create and edit actions so moving between views feels more intuitive.
**That's a wrap on April's updates. Stay tuned for what's next!**
---
# Lost in translation: hotels are turning language barriers into 5-star reviews
URL: https://www.akia.com/blog/lost-in-translation-hotels-are-turning-language-barriers-into-5-star-reviews
International travel to the United States hit record levels in early 2026. For independent hotels and vacation rentals, that means more guests messaging in languages staff don't speak. Most properties have no plan for it. The ones that do are turning that gap into a competitive advantage.
### What happens when language barriers go unmanaged.
A guest books through a European OTA, sends three pre-arrival questions in German, and gets no response. They arrive frustrated and primed to write about "unhelpful staff,” even if your team would have been happy to help in English.
These failures rarely look like failures at the moment. They look like a guest who asked fewer questions and left a three-star review citing "communication issues." The underlying cause, a language gap that was never addressed, goes undiagnosed.
### How hotels are closing the gap.
The most practical solution isn't hiring multilingual staff but it's building multilingual communication into the [guest messaging layer](/agents/guest-messaging). AI-powered platforms can detect a guest's preferred language from OTA or PMS data and respond automatically before they even arrive. Pre-arrival messages, check-in instructions, and FAQ responses all go out in the guest's native language, without a staff member touching a translation tool.
Akia's [messaging](https://www.akia.com/solutions/messaging) handles this across OTA inboxes, SMS, [web chat](/platform/web-chat), and email. Properties using it have been able to [respond to guests in their native language](https://www.akia.com/case-studies/akia-enables-easy-communication-in-foreign-languages) automatically, removing manual burden from staff and eliminating the lag that causes frustration.
### What good multilingual guest service actually looks like.
It doesn't require fluency across your team — just consistency at a few high-impact moments:
**Pre-arrival -** Send check-in instructions and arrival logistics in the guest's language before confusion sets in.
**In-stay FAQ responses -** Automate answers to common questions like Wi-Fi, checkout, and amenities in the languages your guests actually speak.
**OTA inbox management -** Respond to foreign-language inquiries in the guest's language. This alone improves pre-stay sentiment and reduces front desk slowdowns at check-in.
**Review solicitation** - A post-stay message in the guest's own language outperforms a generic English email every time.
---
# Why 65-87% of hotels are chronically short-staffed at the front desk — and what automation is doing about it
URL: https://www.akia.com/blog/why-65-87-of-hotels-are-chronically-short-staffed-at-the-front-desk-and-what-automation-is-doing-about-it
The hotel staffing shortage isn't a temporary hiring problem. It's a structural one, and the numbers are catching up faster than most operators expected. [Sixty-five percent](https://lodgingmagazine.com/ahla-survey-hotel-owners-cite-rising-costs-and-staffing-challenges-as-main-concerns/) of hotel owners named labor costs their top business pressure in 2026. The industry faces a projected [8.6 million worker shortfall](https://wttc.org/news/wttc-report-shows-travel-and-tourism-set-to-support-91mn-new-jobs-by-2035) by 2035. And right now, more than one in four hotels are running their front desks below sustainable staffing levels on a regular basis.
Properties still treating this as a "we just need to hire more people" problem are solving for the wrong constraint. The ones pulling ahead are asking a different question: what does the front desk actually need to be?
## Why the shortage keeps getting worse.
The hospitality labor market hasn't recovered evenly since 2020, and in many markets, it hasn't recovered at all. Wages are higher, but applicant pools are smaller, turnover remains elevated, and the training load on existing staff keeps compounding.
The structural driver is generational. Hospitality has struggled to replace an older workforce exiting the industry with younger workers who have more alternatives, shorter tenures, and different expectations for what work looks like. Customer-facing shift work is one of the harder roles to fill and retain.
Meanwhile, guest contact volume hasn't dropped. If anything, it's increased. Guests message more than they call, ask more pre-arrival questions, and expect faster responses than a stretched team can reliably deliver.
## What front desk automation actually handles.
The instinct to resist automation usually comes from a misread of what it does. It doesn't replace hospitality. It absorbs volume.
The category of tasks that genuinely requires a trained, present human is narrower than most teams assume. Handling a distressed guest. Resolving a complex service failure. Delivering the personal moment that earns a five-star review. Those need people.
What doesn't: answering "what time is checkout" for the forty-third time this week. Sending check-in instructions. Collecting a signed rental agreement. [Processing a credit card authorization](/platform/third-party-authorizations). [Routing a housekeeping request](/platform/tasks). Responding to a 2am WiFi question.
That's what front desk automation handles, and at most properties, it represents the majority of daily contact volume.
## The ROI case is no longer speculative.
Hotel automation ROI used to be hard to quantify because deployments were narrow: one chatbot for FAQs, one tool for [digital check-in](/platform/digital-check-in). Time savings were real but fragmented.
What's changed is scope. Properties deploying full [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty) automation, covering pre-arrival, check-in, [in-stay messaging](/agents/guest-messaging), and post-stay follow-up through a unified system, are seeing measurable impact on labor cost, review scores, and revenue.
[Revival Hotels](https://www.akia.com/case-studies/revival-hotels-is-pioneering-invisible-hospitality-with-akias-guest-journey-platform) automated their entire guest communication workflow using Akia's AI agents, reducing front desk call volume and freeing their team to shift from reactive inquiry-handling to proactive guest service. The result: a 50% reduction in variable operating costs, with the same team, not a smaller one.
That framing matters. The strongest ROI case isn't headcount reduction. It's workload absorption: letting a team that can't grow do more, without burning out the people you have.
## Where to start if you're short-staffed now.
If your property is operating below ideal staffing levels today, automation isn't a future investment. It's immediate triage.
Start with the highest-volume, most repeatable contact points: check-in instructions, pre-arrival FAQs, and post-stay review requests. These three sequences alone can eliminate a significant portion of daily handling time and are deployable in days, not months.
Then look at what's driving reactive inbound volume during your hardest-to-staff hours. A guest messaging at midnight about a noisy neighbor doesn't need a human to acknowledge them. They need a fast response and a follow-up. That's a workflow automation handles well.
The staffing shortage isn't going away by 2027 or 2030. Properties building automation into their operating model now, not as a contingency but as a deliberate structure, will be better positioned when the 8.6 million worker gap arrives in full. The front desk of the future has fewer repetitive tasks and more meaningful ones. Getting there requires deciding the current model isn't the only one.
---
# 40% of hotel bookings happen within a week.
URL: https://www.akia.com/blog/40-of-hotel-bookings-happen-within-a-week
Research from Key Data and Skift shows that 35–40% of US hotel bookings now happen within seven days of check-in. This isn’t temporary. It’s driven by hybrid work, economic uncertainty, and booking platforms that have trained travelers to wait.
If your setup assumes guests plan weeks ahead, you're leaving revenue behind.
## Why booking windows are shrinking.
Three things are driving it.
Hybrid work makes travel more spontaneous. Economic uncertainty shortens planning. And platforms reinforce the habit. For example, a guest searching on Monday for a Friday stay often sees plenty of inventory and occasional price drops, so they learn to wait.
These guests aren’t distressed. They’ve decided to travel. They just need a quick reason to book with you.
## The pricing mistake most teams make.
The biggest mistake is dropping rates too early.
Example: You see empty rooms for a Thursday arrival on Monday and lower prices. But demand typically shows up Tuesday or Wednesday. You end up filling rooms at a lower rate than necessary.
The opposite also happens. Holding rates too long can leave rooms unsold when a small adjustment earlier would have filled them.
The key is pacing, not reacting to an empty calendar.
## How to win last-minute bookings.
Late bookers need fast, frictionless confirmation. Three things matter most:
- **Accurate availability.**\
If a guest sees a room on Booking.com but it’s unavailable on your site, they move on immediately.
- **Flexible cancellation.**\
A 24–48 hour cancellation window often converts better than strict non-refundable rates for this segment.
- **Instant communication.**\
Example: A guest books at 10:30pm and doesn’t get confirmation until morning. That creates uncertainty or even cancellations. [Immediate messaging](/agents/guest-messaging) removes that risk.
Automation fixes this. With Akia, a guest who books late at night gets confirmation, check-in details, and next steps instantly, no staff required.
## What pre-arrival should look like.
Last-minute guests don’t need a long sequence. They need:
- Confirmation within minutes
- Check-in details within 24 hours
- Key info like parking, access codes, and WiFi before arrival
Upsells still work, but timing matters. For example, [offering early check-in right after booking](/platform/upsells) or the next morning converts better than waiting days.
---
# Train it once. Let it work forever.
URL: https://www.akia.com/blog/train-it-once-let-it-work-forever-
## Meet the self-training AI Agent built for hospitality teams.
In hospitality, speed matters. Accuracy matters. Consistency matters even more.
But your team? They’re answering the same Wi-Fi questions. The same pet policy questions. The same early check-in requests. Over and over again.
Akia’s AI Agent changes that.
This isn’t a generic chatbot. This is a fully trainable, property-specific AI assistant that learns directly from your team and your PMS, and gets smarter every day.
## Your AI Agent learns from you.
Unlike off-the-shelf chatbots that rely on canned scripts, Akia’s AI Agent is trained using your real operational knowledge.
You build a [dynamic internal knowledge base](/agents/knowledge-base) using:
- **Reference material** (Wi-Fi, Pet Policy, Parking, Check-in instructions, etc.)
- **Uploaded documents** (PDFs, SOPs, house manuals)
- **Message history from your inbox**
- **Custom PMS fields and reservation data**
Akia automatically suggests references based on how your team already answers guests. You can accept, edit, or reject them — meaning your AI Agent is continuously shaped by your best responses.\
**The result:** Your tone. Your policies. Your rules. Delivered instantly.
We’ve seen teams replace months of onboarding with this approach because the AI learns directly from how they already operate. [Learn how AI Agents replace months of onboarding.](https://www.akia.com/blog/hand-it-your-property-handbook-ai-agents-replace-months-of-onboarding)
### Built for real operations, not just Q&A.
The Agent doesn’t just “answer questions.” It understands context.
- If a guest is **in-house**, it can send different messaging.
- If a guest is **arriving soon**, it can adjust instructions.
- If a guest booked via **OTA vs direct**, it can change how it responds.
- If data already lives in your PMS, the Agent pulls it automatically.
And if a guest asks for a follow-up? The Agent uses the full context of that conversation to respond appropriately.
### Control how it behaves.
Beyond references, you define **Instructions** — your AI’s [standard operating procedure](/agents/skills).
For example:
- “ALWAYS notify staff if a guest reports an issue.”
- “Never offer early check-in.”
- “[Create a task for Housekeeping](/platform/tasks) if a guest requests extra towels.”
- “Don’t respond if a guest confirms an upgrade — notify staff instead.”
This is where automation becomes operational intelligence.
Your AI doesn’t guess what to do. It follows your playbook.
### Start in Supervised Mode.
Not ready to go fully autonomous? No problem.
By default, the Agent operates in **Supervised Mode**, suggesting responses instead of sending them automatically. Your team can:
- Approve instantly
- Edit before sending
- Reject
- Or respond manually
You see exactly how it thinks before giving it full control.
When you’re ready, switch to Agentic Mode and let it respond automatically whenever it’s confident.
### What this means for your team.
- Faster response times
- Fewer repetitive questions
- Reduced inbox overload
- [Consistent messaging across platforms](/agents/guest-messaging) (SMS, WhatsApp, Email, Airbnb, Web Chat)
- Staff notified only when human intervention is actually needed
It’s not about replacing your team. It’s about protecting their time. Train it once. Let it handle the repetition. Let your team focus on what actually moves the needle.
---
# Hand it your property handbook. AI Agents replace months of onboarding.
URL: https://www.akia.com/blog/hand-it-your-property-handbook-ai-agents-replace-months-of-onboarding
Think about the last time you answered "What time is check-in?" Over text. Then again over the phone. Then again at the front desk. Now multiply that across in-room amenities, parking instructions, pool hours, pet policies, and late checkout requests.
*Can someone else handle the questions we answer a dozen times a day?*
## Auto-responses are just the starting line.
Most messaging tools can send canned responses. But here's where it breaks down: a pre-templated response treats every guest the same.
"Early check-in is at 1pm." “The gym opens at 7 am.” “Dining is available on Thursday - Monday.”
What if the room they're in isn't available for early check-in because someone's still checked in?
A static auto-response just fires the same line to every guest.
**AI Agents go further.** Akia's AI Agents connect directly to your Property Management System for reservation data like what room they're in, and whether the room is occupied or vacant. So instead of "Check-in is at 4pm," the guest gets an answer unique to them.
**AI doesn't make responses less personal. It makes them more personal.** Generic auto-response is the same for everyone, but an AI Agent reading real-time PMS data gives an answer based on that specific guest's situation.
As Alessandro, Director of Data Strategy and Analytics at Lark Hotels, put it in a previous Mews x Akia Webinar:
> “It gets the answers to their guests quicker. It doesn't matter if a machine or a human tells you the wifi, but it’s important that guests get the answers they need.”
## **"Training" sounds harder than it is. Here's what it actually looks like.**
The word "training" sounds intimidating but it's closer to handing a new employee your property's one-pager on their first day.
**Example 1: Point it to your website.**
If your FAQs, policies, amenities, and local recommendations already live on your website, then you give Akia the URL. The AI Agent [reads the entire page](/agents/knowledge-base) and can respond to guest questions based on what's already there.
**Example 2: Give it a few house rules.**
- Check-in is at 4pm. Offer early check-in if it’s available and a link to purchase.
- If a guest reports something broken, create a maintenance task and let them know someone will follow up within 30 minutes.
You're telling the AI the same things you'd tell a new hire during their first shift.
## **How the Agent actually learns.**
When guests send an inquiry, and you approve the AI generated response, tweak it, or dismiss the suggested response, you are automatically telling the Agent how to respond next time.
It picks up tone, phrasing, and the way your team talks to guests. You don't need to train a staff member to speak a certain way. It mirrors the communication style.
### **The Agent doesn't just answer. It acts. A leap from chatbot to agent.**
When a guest texts asking for towels, the AI Agent [creates a task and assigns it](/platform/tasks) to the right staff member automatically.
When someone asks about early check-in, the Agent checks PMS availability in real time. If the room is ready, it [offers early check-in at your set rate](/platform/upsells), and updates the reservation. If the room isn't available, it suggests available rooms.
## **The Chanler Hotel**
[The Chanler Hotel](https://www.akia.com/case-studies/the-chandler-hotel-24-7-coverage-with-ai-agents) operates with AI Agents automating 90% of their guest communications and their team can manage the property remotely for significant portions of the day without guests noticing any difference in service quality.
## **The staffing reality isn't changing. Your tools should.**
Make existing teams more effective and give them tools that handle the repetitive 80% so staff can focus on the 20% that actually requires a human being.
---
# Your AI Agent isn’t just support. It’s a revenue engine.
URL: https://www.akia.com/blog/your-ai-agent-isnt-just-support-its-a-revenue-engine
Most chatbots reduce workload.
Akia’s AI Agent increases revenue.
Because when a guest messages your property, that’s not just a support interaction.
It’s a buying signal.
And your AI Agent knows how to act on it.
### Turn questions into bookings.
When a prospective guest texts or uses [Web Chat hosted on your booking site](/platform/web-chat), asking: “Do you have availability next month?”
Your AI Agent can:
- Ask for dates and party size
- Check availability
- Provide booking options
- Generate a custom booking link to immediately book
- Redirect them to available room types
All in real time. No waiting for staff. No missed opportunities.
Travelers can ask about availability and property information, and Akia will present options and direct links to book.
This is conversational commerce built directly into your messaging.
### Add visual selling power.
When guests ask about availability, they want to see options, and not just generate links. Your AI Agent automatically shares room photos and details during the conversation, helping guests visualize their stay without leaving the chat. The Agent presents available rooms in real time so they can decide faster.
### Intelligent upselling during their stay.
Revenue doesn’t stop at booking.
Your AI Agent can:
- Evaluate eligibility for early check-in or late checkout
- Suggest room upgrade options
- Notify staff when a guest confirms an upsell
- Offer relevant add-ons (based on your references and instructions)
Because the Agent has access to your data in your Property Management System, it understands:
- Reservation details
- Arrival status
- Unit type
- Booking channel
This enables [personalized upselling at scale](/platform/upsells).
### Automate operational follow-through.
Upselling only works if operations execute smoothly. The Agent [integrates directly with Tasks](/platform/tasks). When a guest requests:
- Extra towels
- A crib
- A room refresh
- Maintenance assistance
The Agent can automatically create tasks and assign them to the appropriate department. This closes the loop between revenue and operations.
### Protect margin while scaling revenue.
The Agent will:
- Never offer early check-in if you instruct it not to
- Check eligibility before responding
- Escalate to staff when needed
- Follow your operational rules
You stay in control of pricing and policy.
### Why this changes the game.
Akia’s AI Agent focuses on monetization:
- Converts Web Chat visitors into direct bookings
- Reduces OTA dependence
- Captures after-hours revenue
- Upsells intelligently
- Automates fulfillment
It’s not just reducing response time. It’s increasing revenue per guest.
### The future of guest messaging.
[Guest messaging is no longer just service](/agents/guest-messaging).
It’s sales, operations, and a revenue strategy.
And with Akia’s AI Agent, it becomes one unified system.
Train it. Configure it. Set your conditions. Then let it sell, support, and scale — automatically.
---
# Reduce guest inquiries with AI that reads your website.
URL: https://www.akia.com/blog/reduce-guest-inquiries-with-ai-that-reads-your-website
## The answers already exist. Guests just ignore or don’t look for them.
Most properties already have this information on their website:
- Check-In information
- Cancellation policies based on booking site
- Amenities based on reservation
But when a question comes up, guests don’t search or scroll. They ask and expect an immediate response, which is why teams still get pulled into conversations even when the answers already exist.
## What makes AI Agents different from basic Autoresponders.
Akia’s [AI Agent](/agents/ai-in-hospitality) goes beyond keyword-based or scripted responses.
Instead of classifying a question and replying with a generic answer, the AI **dynamically selects and references the most relevant website content** based on what the guest is asking.
## Questions the AI Agent can respond to, beyond basic classification.
Pull information that is unique to the reservation data.
- “Can I cancel my reservation if I booked through Booking.com?”
- “Does my rate include breakfast?”
- “Are pets allowed in rooms with balconies?”
## What changes when AI has website context?
When guests ask questions, it’ll pull information on your page and respond without needing someone to jump in and respond.
That means:
- The AI knows your amenities, policies, and offerings
- Guests get accurate, reservation specific answers instantly
- Staff stop repeating themselves
## How it works
There’s no extra AI training required. It’ll [read and learn from your website](/agents/knowledge-base) immediately. Add the URL, and within minutes the AI pulls in the information and uses it as live reference material. As long as your webpage is updated, your AI responds accurately.
See how she reads your website: [Knowledge Base →](/agents/knowledge-base)
Comparing options? Here is [how hotel chatbots work and how to choose one](/blog/hotel-chatbots).
## What can the AI agent read?
The AI Agent can answer anything from the webpage, but most commonly:
- Amenities
- Dining
- House rules and policies
- Hours and availability
- Activities and experiences
---
# Akia customers featured in the MICHELIN Key list of top hotels
URL: https://www.akia.com/blog/15-akia-customers-featured-in-the-michelin-guides-list-of-top-hotels
## How do hotels get on the MICHELIN Guide’s List?
Earlier this year, MICHELIN introduced its hotel “Keys,” recognizing properties that stand out for design, service, and experience.
Inspectors stay anonymously and rate hotels on five factors:
1. Quality and consistency of service
2. Personality and character
3. Interior design and architecture
4. Value for the experience
5. A lasting impression that makes guests want to return
## Michelin Key Hotels in the USA.
This year, **Akia-powered properties** earned their spot on the MICHELIN Guide’s list of key hotels in the US:
[86 Cannon (Charleston, SC)](https://www.86cannon.com/) - A beautifully restored Charleston home that feels more like staying with stylish friends than at a hotel. One guest shares:
> “The inn’s texting system allowed me to converse with the manager throughout my stay as easily as texting a friend.”
*Courtesy of 86 Cannon*
[AWOL (Kennebunkport, ME)](https://www.larkhotels.com/hotels/awol-kennebunkport) - Under Lark Hotels, a stylish coastal retreat with modern cabins and boutique charm.
*Courtesy of AWOL*
[Blind Tiger (Asheville)](https://www.larkhotels.com/hotels/blind-tiger-asheville) - A guest house that feels lived-in, not staged.
> “Check-in was easy, and everything we needed was already waiting in the room — snacks, wine, and fireplace logs ready to go.”
>
*Courtesy of Blind Tiger*
[Faraway (Martha’s Vineyard)](https://www.farawaymarthasvineyard.com/gallery-marthas-vineyard) - A collection of historic Edgartown homes with a lively courtyard and all-day café.
*Courtesy of Faraway (Martha's Vineyard)*
[Blind Tiger (Burlington, VT)](https://www.larkhotels.com/hotels/blind-tiger-burlington) - An 1880s mansion on a quiet hill with views of Lake Champlain.
*Courtesy of Blind Tiger*
[The Cliffside Inn (Newport, RI)](https://www.larkhotels.com/hotels/the-cliffside-inn) - A Victorian mansion on Bellevue Avenue.
*Courtesy of The Cliffside Inn*
[Le Petit Pali (Brentwood)](https://www.lepetitpali.com/locations/brentwood)
> “They texted when fresh pastries were out and remembered our coffee order from the day before. It felt personal without being fussy.”
*Courtesy of Le Petit Pali*
[Mollie Aspen (Aspen, CO)](https://mollieaspen.com/) - A 68-room stay off Main Street with a rooftop spa pool and Nordic-inspired interiors.
*Courtesy of Mollie Aspen*
[Palihouse (Hyde Park Village)](https://www.palisociety.com/hotels/tampa) - Apartment-style suites above Tampa’s open-air shops and restaurants.
*Courtesy of Palihouse*
[Palihouse (West Hollywood)](https://www.palisociety.com/hotels/west-hollywood) - An urban inn near Melrose Place with full kitchens and vintage-inspired rooms.
*Courtesy of Palihouse*
[Rancho Caymus Inn (Napa Valley)](https://www.ranchocaymusinn.com/) - Spanish-style inn surrounded by Rutherford’s vineyards and tasting rooms.
> “Positively surpassed all our expectations: Amazing, extremely friendly and helpful staff. Superb rooms with a charming architecture.”
*Courtesy of Rancho Caymus Inn*
[San Luis Creek Lodge (San Luis Obispo)](https://sanluiscreeklodge.com/) \- Bright, cottage-style rooms near downtown SLO and California Polytechnic.
*Courtesy of San Luis Creek Lodge*
[The Brant (Narragansett, RI)](https://www.thebrantnantucket.com/) - A 31-room beach retreat steps from the water, with cruiser bikes for guests.
*Courtesy of The Brant*
[The Crawford Hotel (Denver, CO)](https://www.thecrawfordhotel.com/) - Inside Denver’s Union Station, rooms are designed around the station’s historic architecture.
*Courtesy of The Crawford Hotel*
[The Menhaden (Greenport, NY)](https://themenhaden.com/) - A 16-room Greenport hotel with a rooftop deck and self-serve pantry for guests.
> “We were very warmly welcomed and attended to … All of our requests regarding room location, extra towels, and pillows were acknowledged and provided.”
*Courtesy of The Menhaden*
[Guild House Hotel (Philadelphia, PA)](https://guildhousehotel.com/) - Beautifully restored 1855 row-house in the heart of Philadelphia
*Courtesy of Guild House*
[The Post Oak Hotel (Houston, TX)](https://www.thepostoakhotel.com/) - Houston’s only Forbes Five-Star hotel, with a private art collection and on-site Rolls-Royce service.
*Courtesy of The Post Oak Hotel*
---
# Automate after-hours support for your team.
URL: https://www.akia.com/blog/automate-after-hours-support-ai-agents
[AI Agents](https://www.akia.com/blog/ai-for-hotels) cover you for late-night assistance and inquiries when you have minimal to no staff. And now, you can control exactly when Agents operate and what they need to complete.
## More controls with Conditional Agents.
With Conditional Agent Setup, you can schedule your AI Agents to respond automatically at specific hours and days and choose which tasks they can perform.
You can set rules based on:
- **Time** (example: 11 PM - 5 AM, the agent can take over when the front desk is closed or when no one is onsite)
- **Day of week** (weekends vs weekdays)
- **Agent mode**
- *Supervised*: staff approves before sending
- *Agentic*: replies & actions sent automatically
- **Capabilities** (what the AI is allowed to do)
### Door access: lock, unlock, and key reissues.
After-hours access issues can be stressful. Staff have to step in, guests end up waiting, and on-call coverage drives costs. Conditional Agent Setup decides how AI Agents handle these situations instead. A scripted [hotel chatbot](/blog/hotel-chatbots) cannot make that call, which is the whole difference.
- **Unlock or lock [smart doors](/platform/keyless-entry) for verified guests -** Guests can request access by text, and the door will unlock/lock.
- **Reissue a new access code automatically -** When a code fails, the Agent can regenerate and resend a new code.
The system checks the reservation automatically before taking action. [Matt Chandler, at The Chandler Hotel, runs remotely and shares how AI Agents have helped tremendously on troubleshooting door codes, driving upsells, and handling 90% of their guest messages on their own.](https://www.akia.com/case-studies/the-chandler-hotel-24-7-coverage-with-ai-agents)
### Control more agent capabilities.
Decide which responsibilities the AI can take independently and which still need a human review.
- **Tasks -** [Create tasks for maintenance or housekeeping](/platform/tasks) when guests report an issue **Review Management -** Follow up with guests about their stay, escalate negative feedback, or reply automatically
- **Upsells -** Offer upgrades, late checkout, or paid add-ons
**Fun fact**: AI Agents respond to all messages, including OTA channels, and Akia’s [Web chat](/platform/web-chat) on your website.
## More flexibility on AI management.
Conditional Agent Setup gives you full control over how automation supports your property. Decide exactly when AI Agents step in, what they can do, and when staff approval is required. This flexibility helps minimize wait times, reduce after-hours labor needs, and ensure guests still receive immediate assistance
---
# AI Agents troubleshoot issues step by step to reduce maintenance calls.
URL: https://www.akia.com/blog/ai-agents-troubleshoot-issues-step-by-step
Even when guests tell you there’s an issue (“the fan isn’t working,” “the lock isn’t unlocking”), you never know what they’ve already tried. [Step-by-step troubleshooting](/agents/skills) changes that. The AI guides them through the right steps, notes what worked, and hands the staff a clear summary.
## Create a prompt to set up troubleshooting steps.
To get reliable step-by-step troubleshooting, the AI needs a reference to pull from. Write your instructions in a clear sequence and include any details the guest may need (like where a device is located or what lights to look for). The Agent will read this, break it into steps, guide the guest through each one, and log the results. A well-written reference = better fixes and fewer unnecessary escalations.
### **Example: “TV Showing 'No Signal’”**
1. Ask the guest to confirm the TV is powered on and showing the “No Signal” message.
2. Have them press the Input/Source button on the remote and select HDMI 1 (or the input labeled for the cable box/streaming device).
3. Ask them to check that the cable box or streaming device has a power light on.
4. If not, ask them to unplug the device for 10 seconds and plug it back in.
5. If the TV still shows “No Signal,” have the guest gently re-seat the HDMI cable on both ends (TV + device).
6. If the issue continues, escalate to staff.
## **Walking guests through each step at a time.**
Instead of dumping a long list of fixes, the AI breaks the reference into simple, conversational steps. It waits for the guest to confirm each one, then decides the next step based on what happened.
**Guest:** “The light is off.”
**AI:** “Got it — unplug the router for 30 seconds and plug it back in.”
**Guest:** “It’s green now, but still not working.”
The Agent knows to move to the next step and keeps guests from getting overwhelmed, skipping steps, or giving up.
## **Fewer mistakes and faster resolution**
When instructions are sent all at once, guests often do them out of order or miss key details. A step-by-step sequence:
- checks each step before moving on
- keeps guests on track and helps them resolve the issue
## **Staff instantly see whether the issue is real or a user error**
This is one of the biggest operational wins. After a guided sequence, staff know:
- If it was user error (and already fixed)
- If it was a minor issue that needs quick attention
- If something is actually broken
It removes the guesswork staff deal with today, like when someone says “the AC is broken,” but it was set to “fan only.”
## **Dramatically fewer unnecessary maintenance dispatches.**
Maintenance calls can be preventable: an unplugged router, a lock that wasn’t fully unlocked, a thermostat on fan mode, or a TV on the wrong input.
## **When it's time to step in, staff get the full story.**
If the issue still isn’t resolved, it escalates to staff with a full record of the steps the guest has already taken. Staff don’t restart the conversation. They pick up exactly where the guest left off, making the resolution faster and smoother.
---
# AI Agents reference your Guest Book to answer guest inquiries.
URL: https://www.akia.com/blog/ai-agents-reference-your-guest-book-to-answer-guest-inquiries
## Mini Apps: Digital Guest Books that hotels can send through text.
[Mini Apps are digital guides](/platform/mini-apps) that you can send directly to guests via text. They can cover almost anything, including:
- Property details
- Amenities + neighborhood info
- Parking policies
- Restaurant menus, upsells, and orders
- Spa services
- Arrival instructions
Anything you want to design. These are fully customizable and can be automated at any time throughout the [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty).
Mini Apps are tied to your Property Management System, pulling in reservation details so they can be room-specific. That means a guest in Room 44 automatically sees different information than a guest in Room 1.
*AI Agents will respond to the guest with the appropriate Mini App.*
## Difference between automated responses and AI Agents.
Autoresponders are great at handling simple FAQs like Wi-Fi passwords, check-in times, or parking details. They help save time from having to answer inquiries and provide immediate responses to the guests.
But sometimes, guest messages aren’t so straightforward. A basic autoresponder can’t always tell the difference between:
- *“What’s the Wi-Fi?”* (needs the password)
- *“The Wi-Fi is broken.”* (needs troubleshooting help)
That’s where AI Agents step in.
## Smarter responses with Mini Apps.
Now, Akia’s AI Agents can “read” those Mini Apps. Instead of just relying on keywords, they reference the actual content in your guides to respond more accurately.
If a guest asks about details included in a Mini App (like check-in policies, parking rules, or a digital menu), the AI Agent instantly pulls the right information and responds to them.
## Examples of instructing your AI Agents.
In Akia, it’s as simple as writing an instruction like:
> *“If a guest asks about dining options, you can refer to the Mini App: Food Guide to help answer their questions.”*
## The value of AI Agents reading Mini Apps.
- **Faster staff onboarding**: New team members don’t have to memorize every policy, amenity, or upsell immediately. The AI grabs information and consistently responds from your Mini App.
- **Better context understanding**: AI Agents know when to send an answer, and when to flag an issue that needs staff.
- **Less manual setup**: No need to build endless references — the AI uses the Mini Apps you’ve already created.
- **Stronger [guest experience](/platform/guest-experience)**: Guests always get accurate, instant responses, even if they skipped your pre-arrival email.
- **Built-in upsells**: Mini Apps can include [offers like late checkout](/platform/upsells), spa treatments, or room service. AI Agents surface these naturally in conversation, so guests see them when they’re most relevant.
- **Why this matters**: Hotels we’ve spoken with found that offering add-ons only at booking or checkout wasn’t as effective. Instead, reminding guests during their stay, like when they’re already thinking about extending, relaxing, or ordering services, drove noticeably higher conversions.
## Conclusion
Autoresponders handle the basics. AI Agents take it further. By pulling details directly from your Mini Apps, they give guests accurate answers, surface upsells at the right time, and cut down the questions that usually reach your staff.
---
# Booking.com & Expedia integrate with GPT-5: What it means for hospitality
URL: https://www.akia.com/blog/booking-com-expedia-integrate-with-gpt-5-what-it-means-for-hospitality
## **What’s new**
- **Apps in ChatGPT:** You can now ask ChatGPT to pull real-time travel data from Booking.com or Expedia.
- **Conversational booking:** Instead of browsing sites, travelers can say "Find me a hotel in San Francisco," and will get options immediately to select.
- **Click-to-Book:** Results link back to the OTA to finish the booking.
## **What does it mean for hotels & vacation rentals**
**1\. OTAs just got stronger
**Guests can discover and book without ever leaving ChatGPT. That means more reliance on Booking.com and Expedia.
**2\. Less visibility for direct bookings
**If travelers are chatting with ChatGPT + OTAs, they may skip your website entirely. There are ways to [get your hotel found and booked by AI](/blog/get-your-hotel-found-booked-by-ai) directly.
**3\. Review scores & listings carry more weight**
AI recommendations are driven by OTA data, so properties with better photos, reviews, and details will surface first.
**4\. Guest expectations rise
**ChatGPT makes travel planning instant. Guests will expect the same speed and personalization during their stay.
## **How properties can respond**
### **Optimize OTA profiles
**
- Keep photos fresh and professional.
- Highlight amenities that matter (Wi-Fi, parking, pet-friendly, etc.).
- [Monitor and improve reviews](/platform/reputation), as they decide your ranking.
### **Strengthen direct booking strategies
**
- Offer perks only available via direct bookings (early check-in, welcome gift, loyalty discounts).
- [Capture guest emails during check-in](/platform/marketing) for future offers.
- Use SMS/email to stay in touch post-stay.
## **Bottom line**
Now that Booking.com and Expedia are in GPT-5, travelers will lean on OTAs even more. For hotels and vacation rentals, the smart move is to cover both fronts: keep OTA listings fresh, but also push for direct bookings and stay in touch with guests so you don’t lose the relationship.
---
# An AI Agent that keeps teaching itself.
URL: https://www.akia.com/blog/an-ai-agent-that-keeps-teaching-itself
## The problem with autoresponding to only general FAQs.
Guests often ask the same questions like Wi-Fi, parking, directions, amenities, and staff spend extra time repeating themselves. Most AI tools only provide canned replies to questions like *“What’s the Wi-Fi?”* or *“Do you have early check-in?”* These systems rely on basic classification, so if a guest asks *“What is the Wi-Fi?”* or *“My Wi-Fi isn’t working,”* they’ll get the same answer, even though those are two very different needs.
# What is Agentic AI?
With [**Agentic AI**](/agents/guest-messaging), it goes further. It understands context, remembers past interactions, and can even take action, from troubleshooting issues to suggesting alternatives, instead of just firing off a static response.
## References are AI’s knowledge bank
[References](https://www.akia.com/blog/how-akias-ai-agent-works-and-why-its-so-simple-to-use) are the AI’s knowledge bank. They let the Agent handle repetitive FAQs but also support smarter actions like suggesting [room upsells](/platform/upsells), assisting with access issues, or following up on maintenance issues, making responses unique to each guest.
### Example of References
Not only can Akia’s AI Agents handle the basics like Early Check-In, Pet Policies, Arrival Instructions, or Local Recommendations, but they can also expand into a wide range of use cases unique to your property.
- **Dynamic Policies**: Cancellation rules that differ by booking source (OTA vs direct).
- **Operational Requests**: Responses to maintenance issues (e.g., AC broken, towels needed, late-night noise).
- **Upsells & Availability**: Suggesting another room type when early check-in isn’t available.
- **Amenities in Context**: Directions to the pool *and* towel pickup location, not just “yes, we have a pool.”
- **Check-Out Guidance**: Tailored instructions based on room type or guest profile (e.g., key drop vs smart lock code expiration).
## What happens when the AI Agent cannot answer a guest?
When the Agent doesn’t know the answer, a staff member will step in. But instead of the conversation ending there, Akia turns that staff reply into training fuel so the Agent can handle it next time.
## Clone your best employee with AI Agents.
This is where Self-Learning makes things simple. Many properties assume training an AI is a massive project, but it’s actually easier than onboarding a new hire. It’s basically like cloning your best employee. The Agent shadows your team (feeding it prompts on how to respond to guests appropriately), learns from real conversations (picking up on preferred or approved messages), and will gradually take more off your plate.
## Automatically create References based on staff replies.
With Self-Learning, Akia’s AI Agents automatically build their own [knowledge base](/agents/knowledge-base). Anytime your staff answers a guest question that the AI couldn’t, the system creates a **suggested reference.** Staff can then approve, edit, or dismiss it, teaching the AI to respond better in the future.
The results so far:
- **75% of all guest requests are now resolved by AI**, up more than 15% from last month.
- Even as guest message volume rose more than 30% month-over-month, accuracy improved with **approval rates increased by 5%.**
## How AI Self-Learning works.
1. A guest asks something the AI doesn’t know *(e.g., “The AC is broken.”)*
2. Staff replies as usual *(e.g., “Thanks for letting us know. Please try rebooting the AC by turning the thermostat off for 60 seconds and then back on. If it’s still not working, we’ll send a maintenance team member right away.”)*, and Akia auto-creates a **suggested reference**, shown in the **References** page (and a suggested response in the message).
3. You **approve/edit/dismiss** the suggestion in the reference page. Once approved, it’s saved to the Agent’s reference library so the next time, the AI knows how to respond immediately.
And it keeps getting sharper: staff edits have dropped by **4%**, rejections are down **1%**, and each Agent picks up about **five new approved responses every week** — expanding coverage without any extra work.
## How Self-Training AI improves guest messaging over time
With Self-Learning, properties don’t need to worry about technical setup or long training cycles. The Agent simply learns from staff replies, turning everyday conversations into future answers. Over time, that means fewer repetitive questions for staff, quicker responses for guests, and an AI that continues to improve on its own.
---
# AI Agents respond to OTA messages
URL: https://www.akia.com/blog/ai-agents-respond-to-ota-messages
# **AI Agents can now respond to OTA messages.**
For many hotels and vacation rentals, OTAs are the lifeline of new bookings. In fact, studies show that 60–70% of bookings for independent properties come through OTAs like Airbnb, Booking.com, Vrbo, and Expedia. That means a huge share of your guest communication is happening outside of your website, often buried inside OTA platforms.
And when those guest messages pile up? Delayed responses can quickly turn into missed bookings, unhappy guests, or negative reviews.
That’s why we’re excited to announce: Akia’s AI Agents can now [respond to OTA messages](/agents/guest-messaging) directly from your Akia inbox.
## **“Don’t OTAs already have auto-replies?”**
Most platforms offer templated, trigger-based messages (e.g., send check-in info the day before arrival, auto-reply with check-in times). Helpful, but limited.
Akia’s difference: Agents aren’t templates. They’re contextual responders that can understand the actual question, reference your property and Property Management System data, and take the next best action.
## **Real-world examples of how Akia’s AI Agents work.**
- Chandler messages on Airbnb that he is locked out at 11:47 PM:
Agent verifies reservation details, pulls the right [lockbox/entry steps](/platform/keyless-entry) for that **specific unit**, and sends the steps or a code. If the issue continues to persist, the AI Agent can notify staff.
- Monica inquires on VRBO if a unit has a heated pool: Auto-reply with the available property amenities.
- Joey reports an issue with the bathroom on the Booking.com extranet: [Create a maintenance task](/platform/tasks) and notify staff.
## **OTAs are about to get even bigger.**
In our recent blog, we talked about how [**Booking.com and Expedia are now integrated directly into ChatGPT 5**](https://www.akia.com/blog/booking-com-expedia-integrate-with-gpt-5-what-it-means-for-hospitality). That means travelers can simply *ask* ChatGPT for a place to stay and book it instantly through an OTA.
OTA bookings are only going to rise. And if that’s where the guests are, that’s where the conversations will be too. Properties need a way to keep up.
## **Manage OTA messages inside Your Property Management System.**
For properties that already use [Akia Everywhere Chrome Extension](https://mkt.akia.com/guest-messages-in-your-pms-chrome-extension), this update is even more powerful.
With the extension, you can:
- See notifications in your PMS and respond to guests instantaneously
- View reservation information alongside messages
- Reduce the clutter from tabs opened on your screen
## **The takeaway.**
By enabling Akia’s AI Agents to respond to OTA messages, we’re making sure properties stay ahead:
Faster responses → happier guests.
Less platform-switching → less staff stress.
Unified Inbox → total visibility and control.
---
# Hotel Revenue Management Tips for Outside Lands
URL: https://www.akia.com/blog/hotel-revenue-management-tips-for-outside-lands
Outside Lands, held annually in Golden Gate Park (usually around mid-August), brings hundreds of thousands of attendees to San Francisco—making it one of the city’s [busiest hospitality weekends](https://www.cbsnews.com/sanfrancisco/news/outside-lands-generates-billion-dollar-benefit-san-francisco/). [Recent years have seen attendance topping 225,000](https://abc7news.com/post/outside-lands-san-francisco-festival-golden-gate-park-economic-impact/13633386/), with roughly half of attendees traveling from outside the Bay Area.
Events like this offer a prime opportunity to boost hotel revenue management strategies—including dynamic pricing, inventory control, OTA visibility, direct booking incentives, and [contextual upsells](/platform/upsells).
### 1\. Why Outside Lands Is a Hotel Revenue Management Opportunity
#### Event-Driven Demand Spike
A cascade of large music shows across consecutive weekends—including Dead & Company (Aug 1–3), Outside Lands (Aug 8–10), and other acts on Aug 15—[are expected to bring **over 450,000 attendees** into Golden Gate Park within three weeks](https://www.sfchronicle.com/sf/article/outside-lands-grateful-dead-zach-bryan-safety-20796227.php). This unprecedented sequence yields **near-100% occupancy** across the city for multiple weekends, challenging hotel revenue management teams to stay ahead of real-time shifts.
#### Rising ADRs and RevPAR
STR data shows hotel demand jumped 135% year over year for Dead & Company weekend, and [ADR climbed 40% to about $280/night](https://www.sfgate.com/travel/article/deadheads-save-san-francisco-tourism-again-20791906.php). Meanwhile, [CBRE forecasts San Francisco RevPAR to reach ~$151 in 2025 and further increase in 2026](https://therealdeal.com/san-francisco/2025/05/28/san-francisco-hotel-market-recovery-predicted-for-2025/)—nearly double its low point of under $75 during 2020–21.
### 2\. How Hotels Should Adjust Their Revenue Strategy
#### Embrace Dynamic Pricing
San Francisco’s seasonal flux and event-driven demand make dynamic pricing a cornerstone of hotel revenue management. [Adjust rates across distribution channels in real time to reflect fluctuating booking curves, lead times, and secondary demand spikes](https://www.wired.com/2015/05/pricemethod-airbnb).
#### Optimize Inventory Tilt
Set aside room-blocks for event travelers with flexible cancellation options. Consider tiered inventory buckets—full rate sealed packages, partially refundable uplift packages, and guaranteed stays for last-minute bookers to support better hotel revenue management control.
#### Balance OTAs vs Direct Bookings
While OTA exposure helps capture early booking traffic, hotels need to push direct booking incentives—like loyalty points, guest perks or complimentary local transportation—to lower commission costs and align with hotel revenue management goals.
#### Package With On-Site Amenities
Add value with themed packages—think local Uber credits, welcome snacks, branded water bottles or pop-up activities. These contextual offerings support premium rate justification and enhance the [guest experience](/platform/guest-experience) while driving incremental revenue under hotel revenue management.
### 3\. Tactical Playbook for Pricing and Promotions
To sharpen hotel revenue management across compressed booking windows, operators can apply the following pricing and promotion strategies:
- **Weekend-based pricing tiers**: Set your highest rates for Friday through Sunday nights. Use early-week discounts to attract overflow bookings and drive midweek occupancy.
- **Lead time segmentation**: Apply premium pricing for early bookings or those seeking guaranteed inventory. Use flash sales or special rates to fill last-minute gaps efficiently.
- **Multi-day “festival packages”**: Bundle Friday–Monday stays with unique extras, such as local snacks, in-room amenities, or early check-in privileges, to increase perceived value.
- **Corporate and leisure differentiation**: Maintain dedicated corporate rate codes during the week to preserve rate integrity for business travelers, without affecting your festival weekend yield.
- **Geo-pricing awareness**: Monitor OTA behavior to avoid regional pricing bias. [Guests booking from local IPs (e.g. SF-based attendees) have reported higher rates](https://abc7news.com/post/outside-lands-san-francisco-festival-golden-gate-park-economic-impact/13633386/). Use direct booking channels and messaging to reduce rate leakage.
These tactics build a more agile hotel revenue management playbook during high-pressure demand periods like Outside Lands.
---
# Why Guests Remember the Room—and Write About It
URL: https://www.akia.com/blog/why-guests-remember-the-room--and-write-about-it
# The Hotel Room Is Your Brand
### Why Boutique Hotels Win When Operations Think Like Designers
When a guest steps into their room, they’re not just entering a space—they’re experiencing your brand. Every choice—from lighting and scent to layout and ritual—conveys intention, care, and identity. In a boutique or lifestyle hotel, where charm and personality matter, the room becomes your most refined marketing asset.
This isn’t a tactics list. It’s a mindset shift: operations as curatorial practice, the room as a brand moment, and guest expectation as your executive board.
### Redefining the Room as the Core Expression of Service
Boutique hotels excel by creating intimacy and meaning through design-forward spaces. While the lobby or bar might catch a guest’s eye, it is the room that stays with them—through memory, review, and intent to return.
#### Why this matters:
- **Cleanliness and condition** are key drivers of satisfaction. According to the [**2025 J.D. Power North America Hotel Guest Satisfaction Index**](https://www.jdpower.com/business/press-releases/2025-north-america-hotel-guest-satisfaction-index-nagsi-study), guest room condition, cleanliness, and amenities like working smart TVs are the top influences on perceived value.
- [**Luxury and upper upscale hotels consistently lead**](https://www.hoteldive.com/news/hotel-amenities-technology-boost-guest-satisfaction/753036/) in satisfaction scores, outperforming limited service segments [even as rates have climbed](https://www.travelweekly.com/Travel-News/Hotel-News/JD-Power-guest-satisfaction-index-2025).
Every hotel room element—from spotless bathroom tile to intuitive lighting controls—is operationally controlled but emotionally interpreted. When anything fails, the cumulative experience feels misaligned.
### Emotional Design: From Utility to Identity
Design isn’t decoration. It’s messaging. A thoughtful layout, accessible outlets, curated minibar items, and signature scents signal that details matter. When everything works, guests see that as respect—not just service.
Teams that think like designers anticipate needs and evoke character—making a room feel local, not generic.
### The Room and the Brand Are Not Separate
A beautiful headboard or locally made ceramic mug does more than decorate—it says: “Someone cared.” That message resonates deeper than any scripted greeting at check-in.
Inside the room you shape the [guest experience](/platform/guest-experience) directly. Unlike check-in or concierge interactions, you control what guests see, smell, hear, and touch once the door closes—making the room a scalable and reliable extension of your brand.
The guest room is where expectations meet reality—and where guests decide whether they’ll leave a five-star review, a quiet complaint, or nothing at all. Most guests won’t write about your lobby, but they will absolutely mention dusty vents, noisy A/C units, or the surprising delight of a curated minibar.
### Strategic Alignment: Room Experience Drives Revenue
Satisfaction fuels loyalty and pricing power. [A Cornell analysis found each one-point rise in reputation score](https://ecommons.cornell.edu/items/44e075b1-94fa-4024-8640-bedae6973071) (on OTA review platforms) leads to a more than 11% room rate increase without affecting occupancy. Another regression found a 1% uptick in reputation translates to up to a 1.42% increase in RevPAR.
Simply put: quiet consistency—not marble lobbies—moves the needle. Spotless rooms, natural materials, working fixtures, and guest-forward tech create value perception. Behind the scenes, operations teams unite around clarity and reliability—not just speed.
### Operations as Brand Curators
When operations think like designers, guest experience becomes intentional and elegant:
- **Room readiness as choreography**: every step signals thoughtful preparation.
- **Housekeeping as brand assurance**: it’s not just dusting—it’s delivering trust.
- **Maintenance as storytelling**: working fixtures speak louder than “sorry for the inconvenience.”
This shift involves a mindset change:
- From reactive fixes to proactive consistency
- From functional checklist to sensory outcome
- From "clean" to "feels clean"
- From "tech-enabled" to "guest-enhancing"
Boutique hotels already value detail. Now, align those details across departments. A room isn’t truly clean until it **smells clean**. It isn’t tech-forward until it’s intuitive. It isn’t local until it surprises.
### Guest Reviews Mirror Operational Choices
Reviews don’t just assess—they describe. That means operational decisions show up verbatim in public comments:
- “Impeccably clean, not a speck of dust anywhere.”
- “The lighting was awful—I couldn’t even read in bed.”
- “Such a cozy vibe. Loved the local coffee and artwork in the room.”
These lines aren’t accidents. They’re emotional reactions to sensory design. When operations prioritize intention and consistency, positive reviews become more specific, authentic, and powerful.
### Use Reviews as a Mirror, Not a Metric
The most valuable feedback isn’t your average star rating—it’s the words guests use to describe your rooms. If people consistently praise your scent, layout, or light switches, you’re telling a cohesive story. If they mention moldy smells, burnt-out bulbs, or “dated” furnishings, it’s time to revisit your in-room brand.
Operational leaders should [review guest feedback](https://mkt.akia.com/responding-to-guest-reviews-with-ai) weekly—not just to correct issues, but to understand which details create emotional resonance.
### Brand Magic = Guest Memory
Guests won’t remember your software, workflow or hotel meetings—but they will remember how it felt to close the door behind them. That emotion—calm, welcomed, inspired, cared for—is brand, not marketing.
Boutique hotels succeed when the room delivers brand clarity at every sensory layer. That is your most powerful product, why guests return, and ultimately what they’re willing to pay more for.
### Further Reading
- [What your reviews are telling you, sorted by theme](/blog/hotel-reputation-management)
- [Cornell: Impact of online reputation on pricing and RevPAR growth](https://ecommons.cornell.edu/items/44e075b1-94fa-4024-8640-bedae6973071)
- [J.D. Power: How room condition and cleanliness shape guest satisfaction and perceived value](https://www.jdpower.com/business/press-releases/2025-north-america-hotel-guest-satisfaction-index-nagsi-study)
---
# The White Lotus Effect: How Pop Culture is Driving Hotel Bookings
URL: https://www.akia.com/blog/the-white-lotus-effect
In the competitive world of hospitality, visibility is everything. While traditional marketing strategies still matter, an emerging phenomenon is reshaping how travelers select their destinations: the powerful influence of television shows and pop culture. This cultural impact on travel decisions has been dramatically illustrated by what industry insiders now call "the White Lotus effect."
## When Fiction Drives Real-World Tourism
When HBO's dark comedy-drama "The White Lotus" debuted, few could have predicted its profound impact on the luxury travel sector. The show, which satirizes wealthy guests at fictional five-star resorts while exploring the complex dynamics with staff, has become a kingmaker for the properties featured as filming locations.
The numbers tell a compelling story:
- The Four Seasons Resort Maui at Wailea (Season 1 location) reported a staggering 425% increase in website visits and a 386% surge in availability checks
- The Four Seasons San Domenico Palace in Taormina, Sicily (Season 2 location) remained fully booked for six months after filming wrapped
- Following the announcement that Thailand would host Season 3, the Four Seasons Resort Koh Samui experienced an immediate 40% spike in booking interest, with airlines like Finnair adding additional flights to Phuket to meet demand
What's particularly remarkable about this phenomenon is its speed. In today's digital ecosystem, the announcement of a filming location alone can trigger measurable changes in travel behavior—before a single episode even airs.
## Beyond White Lotus: A Broader Cultural Shift
This trend extends well beyond a single show. Screen tourism specialist Seren Welch notes that while approximately 20% of visitors to Britain in 2015 cited film or television influences in their travel decisions, that figure has skyrocketed to 90% today. The explosion of streaming platforms has fundamentally changed how we consume content and, consequently, how that content shapes our real-world choices.
Major travel brands are taking notice. Executives at British Airways reportedly monitor Netflix trends to help explain sudden spikes in bookings to specific destinations. The immersive nature of binge-watching creates deeper connections between viewers and locations, transforming fictional settings into must-visit destinations.
## Strategies for Boutique Hotels
While massive chains like Four Seasons benefit enormously from these high-profile productions, independent boutique hotels aren't necessarily excluded from the phenomenon. Here's how smaller luxury properties can leverage cultural currents without multimillion-dollar production partnerships:
### 1\. Create "Inspired By" Experiences
You don't need to be the actual filming location to capitalize on pop culture trends. Develop specially curated experiences that capture the essence of popular shows. A boutique hotel in Thailand might offer a "White Lotus Weekend" package featuring similar activities seen in the show—minus the murder mystery, of course.
### 2\. Embrace the Trends
Today's travelers are increasingly influenced by trends and topics that remind them of their favorite shows. Design Instagram-worthy spaces that evoke popular cultural references, or infuse trending language in your [SMS and Email Marketing](https://www.akia.com/modules/marketing) campaigns. Recognizing trends in a playful manner goes a long way in securing memorable stays.
### 3\. Partner with Content Creators
While your boutique hotel might not land a major TV production, collaborating with influential travel bloggers, YouTubers, or Instagram personalities can generate compelling content that reaches millions. Look for creators whose aesthetic aligns with your property and whose audience matches your target demographic.
## Recognize and Respond to Pop Culture Trends in Real-Time
Boutique hotels can gain significant visibility by monitoring entertainment and pop culture trends and responding to them quickly and cleverly on social media. When a show like "The White Lotus" begins trending, properties that react with timely, relevant content can insert themselves into viral conversations:
- Create playful social media posts that reference trending shows or movies without infringing on copyrights
- Develop "if our hotel was in \[trending show\]" comparisons that showcase your property's unique features
- React to major pop culture moments with special offers or themed content within 24-48 hours of a trending episode or cultural event
- Monitor entertainment news for upcoming releases with travel themes that might present opportunities for your property
- Ensure your [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty) platform is easy to edit and equipped to offer [dynamic upsells](https://www.akia.com/solutions/prearrival-upsells) to guests based on trending topics
The Betsy Hotel in Miami Beach exemplified this approach when they quickly created a social media series comparing their art deco aesthetic to elements from "The Queen's Gambit" during that show's peak popularity, generating significant engagement despite no direct connection to the show.
## Preparing for Next Season
The relationship between pop culture and luxury travel is only becoming more intertwined. For boutique hotels, success will increasingly depend on understanding these cultural currents and finding creative ways to participate in them. Akia’s dynamic guest journeys connect with guests on their own terms, all while being easy to update, so you can hop from trend to trend.
---
# Take the chaos out of hotel operations: master task management
URL: https://www.akia.com/blog/take-the-chaos-out-of-hotel-operations-master-task-management
## What is Task Management?
[Task management in hotels](/platform/tasks) refers to the process of organizing, assigning, and tracking the various tasks needed to ensure smooth hotel operations. It involves managing tasks related to housekeeping, maintenance, guest requests, front desk activities, and other operational duties.
Managing a million different things can mean anything can slip, resulting in slower operations and possibly unsatisfied guests. Imagine if a guest requested a room to be cleaned, and your housekeeping team forgot to do so.
## Less chaos, more control - Why Task Management is a must
1. **Housekeeping on auto-pilot.
**Nobody loves the scramble of cleaning rooms at random times. When a guest checks out, a task gets automatically assigned with a housekeeping checklist.
1. **Guest requests handled like a pro
**. Ever have a guest need more towels, extra pillows, or a quick fix for their AC? No more sticky notes or lost messages—it’s all tracked in one place, making sure every guest feels taken care of in record time.
2. **Stop chasing down your staff to get the job done.** Task management sends tasks directly to the right team or staff, ensuring everything gets handled on time.
Everything’s centralized, with real-time updates that keep everyone connected and eliminate miscommunication. Updates happen in real time, so if a task is completed or delayed, everyone knows.
4. **Faster Responses, Happier Guests.
**Guests don’t like waiting, and with task automation, they won’t have to. Whether it’s getting fresh towels delivered or fixing a leaky faucet, tasks are assigned and tracked instantly, leading to quicker resolutions and better reviews.
## Key features of task management for your property include:
1. **Task Queue**: A Task Queue acts as a category or classification of the task, which can be department-based (like housekeeping, front desk, or maintenance) or type based (such as guest requests or room checks).
- Example - Room Readiness (Housekeeping + Front Desk): This queue could handle tasks related to ensuring a room is guest-ready, where housekeeping manages cleaning and front desk confirms room availability.
2. **Task Assignment**: Assigning tasks to specific staff members based on their role or department. You will also see a section that is filtered for all tasks that you are responsible for.
3. **Automation task**: Schedule and set up recurring tasks such as room cleanings, maintenance requests, housekeeping requests, or check-in reminders.
4. **Task tracking**: Monitoring task completion statuses by setting up stages and tracking the progress. Ensure that your team stays on top of their duties.
5. **Prioritization**: Prioritizing tasks, such as how urgent they need to be completed and addressed in a timely manner.
6. **Creating a task via mobile**: Visiting rooms and juggling a million things? No need to wait until you’re back at your desk. You can easily create tasks on the go right from your phone.
## How to set up a task in Akia
1. Click the + next to Tasks in the header
2. Within the Task screen, fill in the required information such as selecting the queue, what the task is about, who it is assigned to, status, what room is it for, and when it needs to be completed.
3. Click OK to create the task, and visit the task page to see it’s on the top of your list.
---
# New Airbnb Rental Policy: How Akia Helps Your Property Stay Compliant
URL: https://www.akia.com/blog/new-airbnb-rental-policy-how-akia-helps-your-property-stay-compliant
Recent updates to Airbnb's policies have left many vacation rental managers wondering how to maintain quality guest communication while staying compliant. Among the first solutions to offer [native integration with Airbnb messaging](/agents/guest-messaging), Akia's [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty) platform helps with compliance, so your property can continue business as usual.
# What This Policy Update Means for Your Property
Airbnb’s new [Off-Platform and Fee Transparency Policy](https://www.airbnb.com/help/article/2799) introduces several restrictions that impact how hosts interact with guests and manage their reservations. However, with the right disclosures and a technology partner that will help you automate your guest journeys within the boundaries of the Airbnb guidelines, property managers can still communicate with guests, offer rich experiences, and handle all of their operational needs.
# How Akia Helps You Stay Compliant
Akia is uniquely positioned to help vacation rental managers navigate these new restrictions while enhancing the [guest experience](/platform/guest-experience). As the leading guest journey platform to offer native integration with Airbnb messaging, Akia provides compliant solutions that work within Airbnb's ecosystem.
### Using Akia and Airbnb Together
With Akia, you don't have to choose between policy compliance and guest satisfaction. Our platform is designed to work within Airbnb's messaging and the software-connected host ecosystem while enhancing the guest experience at every touchpoint. Akia's platform ensures your property can:
- Confirm necessary contact information without violating any new policies
- Deliver [rich guest experiences through Mini Apps](/platform/mini-apps) that are Airbnb compliant
- Provide added amenities while still adhering to Airbnb's payment requirements
- Use approved communication channels throughout the guest journey
- Enhance your property’s reputation by collecting reviews in a compliant manner
And Akia’s direct integration with Airbnb ensures that you stay connected with your guests along their entire journey, through the ease of a single messaging platform.
## Frequently Asked Questions
### Q: Can I still use Akia to communicate with Airbnb guests?
**A:** Yes. Akia's native integration with Airbnb provides compliant communication directly through Airbnb messaging. Additionally, guests may elect an alternative preferred communication method (like SMS or Email) after booking.
### Q: Can I still send Mini Apps to Airbnb guests?
**A:** Yes. Akia's Mini Apps don't require installation or account creation, so they can be offered as optional tools to enhance the guest experience. They fall under the exception for "apps that facilitate a guest's experience during the stay" as long as they remain optional for guests.
### Q: Can I capture photo IDs for Airbnb guests?
**A:** Yes. Under Airbnb's policy, you can collect government ID photos prior to arrival, as long as this requirement is stated in the listing. When using Akia for [ID verification](/platform/digital-check-in), ensure you clearly state these requirements up front so guests understand this step is necessary before arrival.
### Q: Can I capture emails and phone numbers for Airbnb guests?
**A:** Yes, but with limitations. After booking confirmation, you can collect necessary contact information for legal or compliance reasons, provided you disclose these requirements in your listing. Airbnb's policy prohibits soliciting contact information prior to booking or for marketing purposes. However, you can use Akia to confirm the best contact information and method after booking.
### Q: Can I collect security deposits or mandatory Airbnb fees using Akia?
**A:** Yes. As long as all mandatory fees including security deposits are disclosed in the Airbnb fee field at the time of booking and you are a software-connected host, you can still collect these payments using Akia.
Examples include:
- Parking fees
- HOA fees
- Resort fees
- Early check-in fees
- Late checkout fees
### Q: Can I collect fees for Airbnb reservation changes using Akia?
**A:** No. Additional fees which change the reservation itself must use Airbnb's "Change reservation" tool to process payments. These payments cannot be captured using a third-party like Akia.
Examples include:
- Stay extension
- Unit changes
- Number of guest changes
- Pet count changes
### Q: Can I offer upsells to Airbnb guests through Akia?
**A:** Yes. Optional amenities not related to the reservation itself may still be paid for within Akia. These transactions do not fall under the jurisdiction of Airbnb, and incentivizing them does not violate any new policies.
Examples include:
- Spa packages
- Experiences
- Groceries
- Equipment Rentals
### Q: Can I ask Airbnb guests to leave an external review through Akia?
**A:** No. Airbnb's policy explicitly prohibits soliciting guests to review their Airbnb-stay on a non-Airbnb website or complete surveys regarding their Airbnb stay outside the platform. Instead, Akia will help capture positive reviews directly on the Airbnb platform to boost your property’s reputation.
### Q: What happens if I violate Airbnb's Off-Platform policy?
**A:** Repeated or severe violations may result in suspended or deactivated listings. Akia's compliant workflows help you avoid these penalties while maintaining effective guest communication.
## **Conclusion**
By partnering with Akia, vacation rental managers can navigate Airbnb's new policies with confidence, ensuring compliance while delivering exceptional guest experiences. Our native Airbnb integration provides the tools you need to thrive in this evolving landscape. If you’re interested in connecting your Airbnb property, [schedule an Akia demo](https://www.akia.com/demo) today.
# **Advice for Current Akia Customers**
Check the following to make sure you’re compliant with Airbnb’s Off-Platform policy:
- Connect Airbnb to Akia to send automated messages directly on the Airbnb platform here: [https://sys.akia.ai/integrations/apps/airbnb](https://sys.akia.ai/integrations/apps/airbnb)
- Include your mandatory and reservation-related fees in your Airbnb listings (like security deposits, resort fee, HOA fee, additional guest fee, early check-in fee, parking fee, optional pet fee, optional pool heat fee)
- Use display rules in your Mini Apps to hide or show sections relevant to Airbnb guests
- Update your phone number and email inputs within the Mini App to ask if either is their desired communication platform
- Leverage variants to send different automated messages or Mini Apps to Airbnb guests
If you have any further questions about this new Airbnb policy or need guidance ensuring your Akia guest journey is compliant, please reach out to [help@akia.com](mailto:help@akia.com) for assistance.
---
# How Akia’s AI Agent works (and why it’s so simple to use)
URL: https://www.akia.com/blog/how-akias-ai-agent-works-and-why-its-so-simple-to-use
[AI in hospitality](/agents/ai-in-hospitality) can sound intimidating. But in practice, setting up Akia’s AI Agent is less about coding and more like [training a new team member](/agents/knowledge-base). You give it the same information you’d hand to staff on their first day, with policies, FAQs, and guidelines, and the agent takes it from there. Within minutes, your property has a 24/7 digital concierge answering questions, [creating tasks](/platform/tasks), and helping guests without any extra effort from your team.
### 1\. Training your AI like a new staff member
Think of [Akia’s AI Agent](/agents/guest-messaging) setup as onboarding. Instead of teaching a person where the Wi-Fi router is or what your pet policy looks like, you add that information once to Akia. From then on, the AI knows how to respond whenever a guest asks.
**References**
References are like a cheat sheet your AI leans on. You load it up with the stuff guests ask about all the time such as parking details, pool hours, local coffee spots, or shuttle times. Once it’s in there, the AI can answer those questions on its own, no staff interruption needed.
**Instructions**
These are basically the house rules for your AI. You tell it what to handle and what to pass along. For example:
> *“If someone says they lost something, loop in staff right away,”*
or
> *“Never handle billing questions and always send those to the front desk.”*
It’s your way of setting the boundaries so the AI knows when to step in and when to step back.
**Tone**
This is where you give your AI some personality. Want it to sound warm and friendly? Or short and professional? You can even add your property’s flair, like casual greetings, local sayings, or sign-offs so that every message feels on-brand.
### 2\. Start safely with Supervised Mode (review before sending)
Worried about handing the reins to AI? Akia makes it safe to start with **Supervised Mode.** In this mode, the AI drafts a response, but your team has the option to review, edit, or approve it before anything is sent. Once you’re confident, you can take off the training wheels and switch to Standard Mode, where the AI responds automatically.
### 3\. Real examples: From guest question to AI action
Here’s what it looks like in practice:
### 4\. Why properties love it
**The result?**
- Guests get answers instantly, any time of day.
- Staff save hours by avoiding repeat questions.
- Tasks never slip through the cracks.
- Every interaction adds context to the guest profile, making future stays even more personalized.
## Conclusion
AI doesn’t have to be complicated. With Akia, setting up an AI Agent is as simple as giving it the same policies and processes you already use. From there, it learns, acts, and responds so your team can focus on other high-priority tasks.
###### Curious how an AI Agent would fit into your property? [See it in action →](/demo)
---
# 6 properties that capture feedback before checkout.
URL: https://www.akia.com/blog/6-properties-that-capture-feedback-before-checkout
## Boosting hotel ratings with Smart Review
Guests check reviews before they book. One bad comment can stick around and scare off future travelers, even if most of your guests are happy.
[Smart Review](https://www.akia.com/solutions/reputation-management) flips that script. Before checkout, guests get a quick “How was your stay?” message. Happy guests are nudged to [leave a review on Google or OTAs](/platform/reputation), while less-satisfied guests are given a chance to [share feedback privately](/platform/surveys).
### We pulled data from six properties that are using Smart Review.
**We reviewed six properties between Jan 1 – Apr 30, 2025, with key metrics:**
**Avg. Rating** – Guest rating out of 5 during the period.
**Coverage %** – Share of guests who submitted a rating.
**Total Ratings** – Number of responses received.
**Ratings/Month** – Average ratings per month.
## Smart Review - How it works
Standard flow that most properties find successful:
1. **Pre-checkout message** – Guests get a text the day before checkout asking how they’d rate their stay (1–5).
*Send a text to your guest before they checkout.*
2. **Happy guests go public** – Those who give a top score receive a direct link to Google, TripAdvisor, or other review sites. The convenience drives more completed reviews.
3. **Unhappy guests get recovered** – Lower scores trigger a follow-up asking why, giving staff the chance to fix it before the guest leaves a negative review online.
## Spotlight example with Valley Forge Inn
Valley Forge Inn, a 170-unit property on Innroad, carried the weight of negative reviews. With more than 1,600 Google reviews and 1,100 Tripadvisor reviews, their reputation had a direct impact on visibility and bookings.
After adopting Smart Review, the property saw a surge in positive testimonials and a dramatic improvement in its online reputation.
> *"Guests easily share feedback, and we’ve seen a* ***huge lift*** *in positive reviews, which led to an increase in leads and conversions."* – Brian Hansen, President at Hansen & Dale Resorts
## Properties that are ranked on TripAdvisor
If a property consistently collects recent 4–5 star reviews, it has a strong chance of being ranked #1 or near the top in its area on TripAdvisor.
- Valley Forge Inn ranked #5 of 100 hotels in Pigeon Forge
- The Inn on Fall River ranks as the #1 inn in Estes Park
- La Posada Hotel ranks as the #1 hotel in Winslow
## What to do about negative guest reviews aside from Akia’s Smart Review.
- **Show you care** – Travelers notice when management replies thoughtfully.
- **Spot patterns** – Track guest feedback and review tasks that are created to prevent repeat issues.
- **Remember** – Smart Review helps, but great stays start with great service.
Catching feedback before checkout is one piece of a wider [review management strategy](/blog/hotel-reputation-management).
---
# ChatGPT prompts every hotelier should try in 2025
URL: https://www.akia.com/blog/chatgpt-prompts-every-hotelier-should-try-in-2025
### **Why hoteliers are using ChatGPT**
AI isn’t here to replace hospitality’s human touch, it’s here to give hoteliers more time to focus on guests. When used well, ChatGPT can simplify staff training, improve marketing, and even inspire new [guest experience](/platform/guest-experience)s. The key is asking smart, specific questions.
### **1\. Guest personalization**
- **Prompt**: “Act as a concierge. Create a three-day cultural itinerary for a couple visiting for the first time, including local dining, attractions, and one hidden gem.”
- **Prompt**: “Write a warm note for a family celebrating a birthday during their stay. Suggest a small amenity we could offer.”
### **2\. Staff training and operations**
- **Prompt**: “Draft a 10-minute training script for front desk staff on handling late check-ins with empathy and efficiency.”
- **Prompt**: “Provide a step-by-step housekeeping checklist that prioritizes both cleanliness and speed for a mid-size property.”
### **3\. Marketing inspiration**
- **Prompt**: “Generate five headline ideas for a seasonal package promoting winter stays.”
- **Prompt**: “Write three Instagram captions for a sunrise photo taken from our rooftop bar.”
### **4\. Sustainability and storytelling**
- **Prompt**: “Create guest-facing tips encouraging eco-friendly behavior in a friendly, non-preachy tone.”
- **Prompt**: “Draft a short blog post sharing our hotel’s commitment to reducing waste while keeping the guest experience premium.”
### **5\. Crisis-ready communication**
- **Prompt**: “Write a staff announcement explaining a temporary elevator outage and how to reassure guests.”
- **Prompt**: “Craft a short email to guests whose flights were canceled, offering flexible check-in and extra assistance.”
### **Best practices for hoteliers using ChatGPT**
1. **Give context** — mention guest type, trip length, or season.
2. **Set a role** — tell ChatGPT to act like a concierge, trainer, or marketer.
3. **Adjust tone** — ask for professional, warm, or casual wording.
4. **Iterate** — refine the first draft instead of accepting the first try.
### **Final thought**
Hospitality has always been about connection. Tools like ChatGPT simply take the repetitive work out of the day so hoteliers can spend more time creating memorable guest moments.
---
# Quick hacks that cut check-in costs in half
URL: https://www.akia.com/blog/quick-hacks-that-cut-check-in-costs-in-half
Behind the charm of boutique hotels, silent killers lurk: staffing costs, fraud, OTA restrictions, and missed upsells. These challenges are even sharper for lifestyle properties where margins are tight, teams are lean, and every guest interaction matters. [Digital check-in is quickly becoming the answer](/platform/digital-check-in), streamlining operations while creating a smoother arrival experience.
Digital check-in adoption across independent and boutique hotels has grown significantly, with hoteliers seeing gains in efficiency, cost reduction, and guest satisfaction. So why are so many properties making the switch?
## 1\. Speed up arrivals and reduce lobby congestion
Traditional check-in times create a bottleneck. Guests often arrive at the same time, late afternoons, weekends, after flights, and lines form at the desk. For small hotels with only a few front desk staff, this creates stress and impacts first impressions.
With digital check-in, guests receive a form by text or email before arrival. They confirm their identity, expected arrival time, and any special details in advance. Once verified, they can head directly to their rooms with access codes or instructions, skipping the lobby altogether.
## 2\. Cut fraud and protect revenue
Fraudulent bookings remain a growing issue for independent hotels. Fake IDs, stolen credit cards, and bad actors can slip through when verification happens manually at a busy front desk.
Digital check-in reduces that risk. Hotels can [collect credit card details securely](/platform/third-party-authorizations), verify IDs before arrival, and capture signed terms and conditions. By validating guests early, properties prevent fraudsters from slipping through on check-in day.
This also ensures compliance with local regulations. Proper ID verification and recordkeeping protect properties from legal headaches down the road.
## 3\. Unlock guest data hidden by OTAs
Online travel agencies (OTAs) continue to dominate booking channels, but they hold back valuable guest information, most importantly, direct email addresses. Without this, hotels struggle to build their own marketing lists and drive repeat business.
Digital check-in solves this by requiring guests to confirm their personal contact details. This gives hotels direct access to guest emails and preferences, fueling loyalty campaigns and personalized offers. Over time, this reduces reliance on third-party booking platforms.
## 4\. Reduce front desk staffing costs
Boutique hotels often operate on thin margins, and labor is one of the largest expenses. By shifting routine check-in tasks online, [hotels can operate with fewer staff members at the desk](https://www.youtube.com/embed/F99VEJKAWXU?si=q8gssBDi6-krYkVB). Instead of manually checking IDs, entering credit cards, and explaining terms, staff can focus on higher-value guest interactions.
This doesn’t mean removing the human element. Staff are still available for concierge-style support, personal welcomes, and special requests. But they no longer waste time on paperwork that could have been done before arrival.
## 5\. Drive upsells and increase revenue
Digital check-in creates opportunities to capture revenue that would otherwise be missed. Guests filling out arrival forms can be [prompted with upgrade offers](/platform/upsells), late check-out options, or add-ons like breakfast packages. This moment is powerful. Guests are already planning their stay, so they’re more likely to purchase enhancements.
Instead of trying to upsell during a rushed check-in at the desk, hotels can plan in advance and present offers in a more natural, stress-free way.
### The bigger picture: A smoother [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty)
Digital check-in isn’t just about saving money, it’s about creating a modern guest journey that matches travelers’ expectations. Guests don’t want to stand in line at 8 PM while staff shuffle papers at the desk. They want speed, convenience, and personalization.
For boutique hotels, this is a chance to combine efficiency with charm. Staff can spend more time on tailored welcomes and memorable touches, while digital tools handle the routine.
**Bottom line:** Digital check-in reduces costs and delivers smoother arrivals. The hotels that adopt it today are not just keeping up with big chains, they’re setting themselves apart with a guest journey that’s faster, smarter, and more personal.
---
# How to keep hospitality human with digital check-in
URL: https://www.akia.com/blog/how-to-keep-hospitality-human-with-digital-check-in
# **Can Digital Check-In Be Both High-Tech and High-Touch?**
**Balancing automation with authentic guest connection**
Picture this. A couple arrives at your boutique hotel after a long flight. Instead of waiting in a line, juggling their bags, and filling out forms, they pull out their phone, complete a quick check-in, and head straight to their room. They’re smiling, relaxed, and impressed.
But here’s the real question. In making things this smooth, did you just lose a chance to connect with them? Or can you still give them that warm, personal welcome that keeps guests coming back year after year?
The good news is, you don’t have to choose between high-tech and high-touch. In fact, the best [guest experience](/platform/guest-experience)s now combine both.
## **What Digital Check-In Really Means for Boutique Hotels**
When we talk about [digital check-in](/platform/digital-check-in), we’re simply talking about giving guests the ability to register and get access to their room without standing at the front desk. This could be through a mobile app, a text link, or a web portal.
For many GMs and Directors of Ops, the fear is that going digital makes the hotel feel less personal. But the reality is, it’s not about replacing people with screens. It’s about giving your team more time to do the things that really matter, like recommending the best local café or helping a guest plan a surprise proposal.
## **The “High-Tech” Side: Meeting Modern Guest Expectations**
Today’s travelers have grown used to ordering groceries, booking rides, and checking in for flights from their phones. They don’t want to stand in a lobby line after a day of travel.
According to [Hospitality Technology](https://hospitalitytech.com/new-check-experience), nearly **64% of guests** want to check in using their mobile devices, and over half say they’re satisfied with self-service options like kiosks. This shows that speed and control at arrival are no longer nice-to-have features—they’re becoming standard guest expectations.
Robert Stevenson, CEO of Intelity, explains it this way:
“Digital services are no longer being seen as a perk but are becoming increasingly expected by hotel guests.”
([Hospitality Technology](https://hospitalitytech.com/new-check-experience))
That shift means digital check-in is not a competitive advantage on its own—it’s the baseline.
## **The “High-Touch” Side: Why Human Connection Still Matters**
Even if guests skip the front desk, they still crave a sense of welcome. That doesn’t have to happen during the transaction of check-in. In fact, moving that step to a digital format can open the door to warmer, more personal moments.
As [Hoteza](https://hoteza.com/news/top-10-trends-shaping-digital-guest-journey-2025-and-beyond) puts it:
“Guests don’t want to be impressed by technology; they want to feel understood and looked after without having to ask.”
Imagine your guest arrives to find a handwritten welcome note on the bed, or gets a quick text from the GM saying, “Welcome to The Willow House, Sarah. I’m here if you need anything.”
That’s the magic combination—convenience and care.
## **Finding the Balance in Daily Operations**
For boutique hotels, the balance comes from intentionally designing the [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty). A few practical ways to make it work:
- **Train your team for lobby engagement**: Instead of being stuck behind a desk, staff can greet guests in the lobby, offer a drink, or walk them to the elevator.
- **Use guest data to personalize interactions**: If you know from their profile that it’s their anniversary, have champagne ready in the room.
- **Create check-in “touchpoints”**: Even if it’s digital, follow up with a quick welcome text or in-person hello later in the stay.
## **Challenges to Watch Out For**
No system is perfect. Technology can fail, and when it does, guests notice. Here are a few things to keep in mind:
- **Don’t make it feel cold**: If the first staff interaction is at checkout, you’ve missed your chance to create loyalty.
- **Have a plan for glitches**: Keep a quick manual process ready if Wi-Fi drops or an app is slow.
- **Train for flexibility**: Some guests still prefer the desk. Make sure the traditional option is still warm and efficient.
## **Real-World Examples**
- **The Seaside Inn**: Guests check in digitally, then are invited to the lounge for a welcome cocktail. Staff use that time to make local recommendations.
- **Urban Loft Hotel**: Guests complete check-in online, but a guest service manager sends a [personal message via WhatsApp](/agents/guest-messaging), offering help with dinner reservations.
These hotels aren’t losing personal connection. They’re shifting *where* it happens.
## **The Takeaway for Boutique Hotel Leaders**
Digital check-in isn’t the end of hospitality as we know it. It’s an opportunity to reimagine it. By automating the transactional parts, you can focus on the moments that make your property memorable.
Your guests get speed and convenience. You get the chance to surprise and delight them in new ways. That’s what turns a one-time booking into a loyal guest who tells their friends, “You have to stay there.”
---
# How to use ChatGPT to draft the perfect hotel welcome card
URL: https://www.akia.com/blog/how-to-use-chatgpt-to-draft-the-perfect-hotel-welcome-card
## **The power of the welcome**
A well-crafted welcome message sets the tone for a guest’s entire stay. **61% of consumers are willing to spend more with companies offering customized experiences**, yet only about **23% of hotel guests report experiencing high levels of personalization**. That gap is an opportunity.
By using AI tools like ChatGPT, boutique hotels can quickly create personalized, on-brand welcome messages that bridge this gap while keeping a human touch.
## **1\. Key ingredients every welcome message needs**
A strong welcome message should include:
- **Friendly greeting**, using the guest’s name.
- **Trip-specific personalization** (occasion, loyalty status, booking details).
- **Practical details**: check-in/out times, Wi-Fi, amenities.
- **Local touch**: a quick tip or recommendation to spark excitement.
Personalization in guest communication drives both satisfaction and loyalty, often leading to better online reviews and repeat visits.
## **2\. Setting up ChatGPT for the right output**
### **a) Define your brand voice**
Start with a short descriptor. Example: *“We’re a cozy, romantic boutique hotel by the sea, friendly, relaxed tone.”*
### **b) Add guest context**
Provide guest type and context, such as “honeymoon couple,” “solo business traveler,” or “loyal returning guest.”
### **c) Feed ChatGPT the essentials**
Include:
- Guest name and stay dates
- Occasion or loyalty level
- Room type or known preferences
- Fun local details (sunset spot, coffee shop, etc.)
**Sample Prompt (Luxury tone)**
You are writing for \[Hotel Name\], a romance-focused boutique. Write a warm, elegant welcome email for \[Guest Name\], who’s arriving \[Date\]. They’re celebrating their honeymoon. Include check-in time, breakfast hours, Wi-Fi, and one local recommendation. Tone: refined but intimate.
## **3\. Step-by-step: Drafting with AI**
1. **Gather guest context**, name, occasion, preferences.
2. **Define tone**, elegant, casual, adventurous, modern.
3. **Write prompt** with brand details and guest info.
4. **Generate with ChatGPT**.
5. **Edit** for accuracy, warmth, and style.
## **4\. Real ChatGPT generated examples**
Here are realistic examples for three guest types, based on a boutique hotel setting.
### **Example A: Honeymoon couple**
**Prompt:**
Write a friendly yet refined welcome note for Stephanie and Ryan, honeymooning from August 20–24. Mention check-in at 3 pm, complimentary Wi-Fi, breakfast hours (7–10 am), and the best sunset spot nearby.
**Output:** Dear Stephanie and Ryan,
Welcome to \[Hotel Name\]! We’re truly delighted to host you during your honeymoon from August 20 to 24. Your room will be ready at 3 pm, and you can enjoy complimentary Wi-Fi throughout your stay. Breakfast is served in the lounge each morning, from 7 to 10 am. For a romantic moment, we recommend the bluff just around the corner at sunset, it’s breathtaking. Should you need anything, just let us know. Wishing you the sweetest start to married life,
\[Your Name\] and the \[Hotel Name\] Team
### **Example B: Business traveler**
**Prompt:**
Write a warm, concise welcome for Jordan Smith, arriving Sept 5 for work, staying three nights. Include check-in at 2 pm, Wi-Fi info, business lounge access, and one coffee spot nearby.
**Output:** Hello Jordan,
Welcome to \[Hotel Name\], we’re glad you’re here! Your room will be ready by 2 pm. Enjoy fast, free Wi-Fi in your room and our business lounge, open 6 am–10 pm daily. For great coffee, try “Brew & Read” just down the street, perfect for a quick meeting or quiet start. Wishing you a productive stay,
\[Your Name\] & Team
### **Example C: Returning loyalty guest**
**Prompt:**
Write a friendly, personalized welcome for Evan Chen, our repeat guest (3rd stay), arriving October 10–12. Mention check-in at 3 pm, Wi-Fi, breakfast hours, and that we remembered her favorite chamomile tea.
**Output:** Dear Evan,
Welcome back to \[Hotel Name\]! We’re thrilled to have you for your third stay. Your room will be ready at 3 pm, with complimentary Wi-Fi and breakfast from 7–10 am. We’ve left your favorite chamomile tea by the window table to help you unwind. If you’d like new local suggestions, we’re here. Here’s to another lovely visit!
Warmly,
\[Your Name\] & the team
## **5\. Tips for reviewing AI output**
- **Accuracy check**: Verify all details.
- **Tone alignment**: Adjust to match brand personality.
- **Privacy**: Use guest details respectfully.
- **Cultural sensitivity**: Avoid assumptions about customs or habits.
## **6\. Why this matters for your business**
- **Boosts guest satisfaction**: Guests feel welcomed and valued from the first touchpoint.
- **Drives loyalty**: Recognizing returning guests increases repeat stays.
- **Increases revenue**: Guests are willing to spend more when the experience feels personal.
## **7\. What’s next: AI in guest communication**
- **Pre-arrival offers**: AI can suggest upgrades or experiences.
- **Tailored local recommendations**: Context-aware AI can adapt suggestions by season or occasion.
- **Post-stay personalization**: Automated thank-you messages and targeted return offers.
AI-driven personalization significantly improves guest satisfaction, especially when guests trust how their data is used.
## **Putting it all together**
With this framework, you can:
- Collect guest context
- Write clear prompts
- Generate AI drafts
- Review for accuracy and brand tone
Done right, ChatGPT becomes a creative partner, helping you deliver a welcome message that is warm, personal, and memorable, setting the stage for a great [guest experience](/platform/guest-experience).
---
# Hotel SMS Marketing: A Playbook for More Direct Bookings
URL: https://www.akia.com/blog/hotel-text-messaging-how-to-keep-guests-happy
Text message marketing turns a guest's phone number into revenue. A text gets read within minutes, which makes SMS the fast lane for time-sensitive offers: upgrades, soft-date deals, and reasons to come back. It works best alongside email, not instead of it.
This is a playbook for the revenue side of texting: the campaigns that drive bookings and upsells, the messages that work (with templates you can copy), the opt-in rules that keep you compliant, and how to run it all without adding to your team's plate.
## What is Hotel SMS Marketing?
- [**Hotel SMS marketing**](https://www.akia.com/platform/marketing) is outbound, permission-based texts that drive revenue: upsells, offers, direct-booking nudges, and win-back campaigns.
- It is a different job from **guest messaging**, which is the two-way service conversation. Both use SMS. Only one is a revenue channel, and this guide is about that one.
- The biggest earner is direct-booking win-back to past guests.
- Marketing texts need express opt-in and an easy way to stop. That is what keeps them legal.
- AI makes campaigns effortless. You describe the offer in plain language and Akia drafts it, targets it from your PMS, and you approve.
## What text message marketing is (and what it is not)
Text message marketing is the hotel reaching out with something worth money: an upgrade offer before arrival, a spa promotion mid-stay, a "book direct next time" nudge to a past guest.
That is a different job from guest messaging, which is the two-way service conversation where a guest asks about parking and you answer. Both live on SMS, but one drives revenue and one handles support. If you are looking for the service side, our [guest messaging guide](/blog/guest-messaging-a-practical-guide-for-hotels-and-short-term-rentals) covers it. This playbook is about revenue.
## What SMS adds to your marketing mix
SMS is not a replacement for email, it is the fast lane next to it. Email carries your newsletters, receipts, and richer campaigns. SMS handles the time-sensitive moments where being read in minutes is the whole point, and the two do their best work as a pair.
**Guests read it fast.** A text is usually opened within minutes, so a same-day upgrade offer actually lands in time to convert.
**The offer is one tap from booked.** A single text carries a link straight to the upgrade, the package, or the direct-booking page. No inbox digging, no login.
**It reaches guests you already own.** Your past guests and your opt-in list are the cheapest audience you have. Texting them a reason to come back beats paying an OTA commission to reach them again.
## The five revenue plays
The strongest programs are a handful of well-timed campaigns, each tied to a moment where a guest will spend.
1. **Pre-arrival upsells.** Offer the early check-in or the room upgrade while the guest is still excited about the trip. This is the highest-converting text you can send.
2. **On-property offers.** A guest already staying is your warmest buyer. Text the spa slot, the dining special, or the late checkout.
3. **Direct-booking win-back.** Reach past guests with a seasonal reason to book direct again, and keep the OTA commission for yourself.
4. **Seasonal and package campaigns.** Fill soft dates with a timed offer to the right segment, like a midweek package or a shoulder-season rate.
5. **Review generation.** A well-timed post-stay text lifts your rating, and a better rating fills more rooms. Revenue, one step removed.
## Hotel marketing text templates
Copy these, swap the placeholders, and you have a working campaign. Keep each under 160 characters and sign with your property name.
**1. Pre-arrival upgrade offer**
> Hi \[First name\], a \[suite\] just opened up for your stay at \[Property\]. Want it for \[$X/night\]? Reply YES and it's yours. — \[Property\]
**2. Early check-in upsell**
> Hi \[First name\], your room can be ready early tomorrow. Check in at \[1pm\] for \[$X\]? Reply YES and we'll have it waiting. — \[Property\]
**3. On-property offer**
> Enjoying \[City\], \[First name\]? Tonight only: \[two-for-one at the rooftop bar\]. Reply BOOK and we'll hold a table. — \[Property\]
**4. Late checkout upsell**
> Hi \[First name\], want a slower morning? Late checkout until \[2pm\] is \[$X\]. Reply YES to add it. — \[Property\]
**5. Direct-booking win-back**
> Hi \[First name\], \[City\] is lovely in \[spring\]. Book direct by \[date\] for \[15% off\] your next stay: \[link\] — \[Property\]
**6. Seasonal package**
> Hi \[First name\], our \[Fall Escape\] package is back: \[2 nights + dinner from $X\]. Book direct: \[link\] — \[Property\]
**7. Review request**
> Thanks for staying with us, \[First name\]. It would mean a lot to hear how it went: \[review link\] — \[Property\]
## Best practices for hotel SMS campaigns
- **Get express opt-in.** Marketing texts need clear, recorded consent, more so than service texts. A booking checkbox or a reply-to-join keyword both work.
- **Segment before you send.** Pull the right audience from your PMS: past guests for win-back, arriving guests for upsells. A relevant offer converts, a blast annoys.
- **Time it to the moment.** Send in the guest's local time and tie it to their stay. A pre-arrival upsell lands two days out, not at 2am.
- **Lead with a real offer.** Every marketing text should carry something worth the interruption: a price, an upgrade, a reason to book now.
- **Make stopping easy.** Include "Reply STOP to unsubscribe" and honor it instantly.
- **Measure revenue, not sends.** Track bookings and upsell dollars per campaign, then send more of what earns.
## Is hotel SMS marketing legal?
Yes, with permission. Promotional texts are governed by rules like the TCPA in the United States and GDPR in Europe, and marketing messages need a higher bar of consent than service ones: express opt-in, clear sender identity, and an easy opt-out.
In practice:
- Collect explicit marketing consent (a booking checkbox, a keyword sign-up) and keep the record.
- Do not text a number a guest gave you only for their reservation unless they also opted into marketing.
- Identify your property and include "Reply STOP to unsubscribe."
This is general guidance, not legal advice. Check the rules for the regions your guests come from, and when in doubt, ask your counsel.
## How to run hotel SMS marketing without the busywork
Building, segmenting, and timing campaigns by hand is where most programs stall. This is where Akia comes in.
Akia is an AI-native marketing tool for hotels and vacation rentals, running email and SMS from one place. You ask her for a campaign in plain language, like "Send an upgrade offer to everyone arriving this weekend," and she drafts the message, pulls the audience from your PMS, and sets it to send at the right moment. You review and approve. She does the heavy lifting fast, and you stay in control of every send.
*"Sold three late checkouts while you were in the staff meeting."* That is the kind of morning she is built for.
## The results are real
Hawaiian Hotels & Resorts ran SMS campaigns with Akia as Hawaii reopened for travel. The texts returned **17.8x on spend** at a **12.45% click-through rate**.
> "We think text-messaging is an important, new channel to stay connected with our guests. We are thrilled to see that text-messaging can drive such high returns for us." — Taylor Shumate, Digital Marketing Director, Hogan Hospitality Group
It compounds across the whole marketing suite. Circle Hotel Fairfield turned post-stay outreach into **$125K in four months**, once Akia synced their guest data from the PMS so every guest could be marketed to.
Read the [Hawaiian Hotels story](/case-studies/leveraging-sms-marketing-to-drive-more-bookings) and the [Circle Hotel Fairfield story](/case-studies/circle-hotel-fairfield-drives-125k-in-4-months-with-marketing-suite).
## SMS marketing or guest messaging: which do you need?
If your goal is revenue, upsells, and direct bookings, this playbook and Akia's [Marketing](/platform/marketing) tool are the fit. If your goal is answering guests and handling requests around the clock, that is [guest messaging](/agents/guest-messaging), a separate job on the same channel. Most properties run both, and Akia handles both from one place, so a guest who replies "YES" to your upgrade gets it confirmed in seconds.
## FAQ
**Does SMS marketing actually drive direct bookings for hotels**?Yes. Because texts get read fast, time-sensitive offers like upgrades and last-minute packages convert well, and win-back campaigns recover bookings you would have paid an OTA to reach.
**What is an example of a hotel marketing text**?A pre-arrival upsell is the classic: "A suite just opened up for your stay. Want it for $40 a night? Reply YES." See the templates above for more.
**Is hotel SMS marketing legal**?Yes, with express opt-in, a clear sender name, and an easy opt-out. See the compliance section above.
**Should I use SMS or email for hotel promotions**?Both, together. Email is built for newsletters and richer campaigns, and SMS is built for short, time-sensitive offers. They work best as a pair, which is why Akia's Marketing tool runs email and SMS from one place.
**How do I get guests to opt in**?Ask at booking with a simple checkbox, and give a reason: early access to upgrades, member rates, or first dibs on packages.
## See it in action
The fastest way to understand hotel SMS marketing is to watch Akia build a campaign from a plain-language request. Book a demo and see her draft, target, and time a text campaign for your property.
---
# Mapping a guest journey that wins loyalty
URL: https://www.akia.com/blog/mapping-a-guest-journey-that-wins-loyalty
The hotel [guest journey](/glossary/guest-journey) is the full path a guest travels with your property, from the first search to the review they leave after checkout. It runs through six stages:
- Booking
- Pre-arrival
- Arrival and check-in
- The stay
- Check-out and departure
- Post-stay and reviews
Map those stages and you can meet guests at the moment they need something, instead of hoping they find their own way. Here's what each stage looks like and how to make it win loyalty.
## **Why understanding the full guest journey matters**
Imagine someone browsing accommodations, feeling curious, then choosing your property, enjoying their stay, and finally writing a glowing review. That path, from first glance to heartfelt recommendation, is the guest journey. When you trace it carefully, you can spot moments where visitors feel delighted or frustrated and use that insight to build loyalty. Guest journey mapping is more than a process. It is a [powerful tool to create memorable experiences](https://www.questionpro.com/blog/hotel-guest-journey-map/) that lead to repeat stays.
Recent industry discussions point to a shift in traveler values. Guests now expect flexibility, autonomy, and experiences that feel like home. In 2025, [many properties are reimagining check-in to be remote and seamless](https://www.cntraveler.com/story/the-biggest-travel-trends-to-expect-in-2025), favoring informal, personal interactions over formality.
At the same time, technology remains a key part of the equation. Hoteliers are looking to AI, personalization, and data to [shape each guest's experience without losing warmth](https://www.duettocloud.com/press-releases/duetto-reveals-key-hospitality-trends-for-2025).
This post walks through each stage, from the moment someone considers your hotel to the review they leave, and shows how small improvements can lift loyalty.
## **Stage 1: Booking**
**Why it matters**
Booking is the first moment a guest moves from imagining a stay to choosing your property. It is when trust begins to form, and the tone for the entire guest journey is set. A smooth, reassuring booking experience not only increases conversions, it also builds confidence that their stay will be just as seamless.
**What works**
- Make your website mobile friendly, with real-time availability.
- Keep room descriptions accurate and policies clear.
- Send a prompt, friendly confirmation after reservation, as outlined in [UX Matters'](https://www.uxmatters.com/mt/archives/2025/01/mapping-the-hotel-guest-journey-to-optimize-the-customer-experience.php) guide to optimizing the hotel guest journey.
**Pro tip**
Think of the confirmation email as your first personal welcome. Use warm language such as "We are excited to host you" rather than a purely transactional tone. Consider including a short note about what makes your property unique, a weather tip for their arrival dates, or a friendly suggestion for a local activity. Small touches like these can make guests feel connected before they have even packed their bags.
## **Stage 2: Pre-arrival**
**Why it matters**
The time between booking and arrival is full of potential. Guests are looking forward to their stay and may be gathering details to plan their visit. Thoughtful pre-arrival communication can strengthen their excitement, answer questions before they are asked, and make them feel cared for before they ever set foot on your property.
**What works**
- Send a friendly message that includes check-in details, parking information, and any steps they may need to take before arrival.
- Share local recommendations that match the spirit of your property, such as a nearby farmers market, a scenic walking path, or a favorite neighborhood cafe.
- Offer optional upgrades or add-ons in a way that feels like a service rather than a sales pitch.
Many hotels are now combining technology and human warmth to deliver pre-arrival messages that feel both personal and practical. This might mean using guest data to suggest activities they will love or including a short note from the general manager to welcome them personally.
**Pro tip**
Keep the tone friendly and approachable. A simple question like "Are you celebrating anything special during your stay?" invites connection and gives your team valuable insight. When guests respond, acknowledge their answer in a meaningful way, whether that is a congratulatory note in their room or a suggestion for a special outing. These small gestures can turn anticipation into loyalty.
## **Stage 3: Arrival & Check-in**
**Why it matters**
The moment a guest steps through your doors, they are making dozens of silent judgments about your service, your space, and whether they will want to come back. Arrival is more than just a logistical step. It is the emotional "handshake" that sets the tone for the rest of their stay. For boutique hotels, where personality and charm are part of the brand promise, this stage can turn first-time visitors into loyal advocates.
**What works**
- Provide streamlined check-in options such as [mobile check-in](/platform/digital-check-in) or a quick in-person process to reduce wait times and travel fatigue.
- Use clear, well-placed signage so guests feel oriented without having to ask repeatedly.
- Focus staff touchpoints on warmth by using the guest's name, making eye contact, and offering a sincere welcome.
Even in an age of automation, the most memorable stays happen when guests feel genuinely seen and valued.
**Pro tip**
Imagine a guest arriving late after a long day of travel. Instead of a scripted "Welcome to our hotel," greet them with: "We are so glad you made it safely. Can I get you some water before we check you in?" That moment of care stays with them far longer than the speed of the process alone.
## **Stage 4: The Stay**
**Why it matters**
This is where the majority of the [guest experience](/platform/guest-experience) takes place. Every interaction, from room comfort to service response times, shapes how guests feel about their stay. For boutique hotels, this stage is the heart of the relationship, where your unique character and attention to detail can truly shine.
**What works**
- Make amenities easy to discover, whether that is through a printed in-room guide, a digital tablet, or a friendly staff introduction at check-in.
- Offer multiple ways for guests to connect with your team, such as phone, text, or an in-person chat at the front desk.
- Balance privacy with availability so guests feel independent but supported when needed.
Guests value both autonomy and authentic human connection. Technology can be an asset here, but only if it enhances rather than replaces personal service. Digital room controls or in-room messaging can add convenience, but a warm smile and a genuine conversation still create the most lasting memories.
**Pro tip**
Share thoughtful local suggestions that go beyond the usual tourist spots. Recommend a quiet park for morning coffee, a hidden boutique, or a favorite spot to watch the sunset. When these tips feel personal and well-matched to the guest, they not only enrich the stay but also reinforce the feeling that your hotel understands them.
## **Stage 5: Departure & Check-out**
**Why it matters**
The final moments of a stay often shape how guests remember the entire visit. A smooth, thoughtful check-out process can leave them feeling cared for and respected, even as they prepare to leave. For many boutique hotels, this stage is the last opportunity to reinforce brand warmth and encourage a return visit.
**What works**
- Offer express check-out for guests in a hurry, as well as a relaxed in-person option for those who enjoy conversation.
- Handle billing with accuracy and clarity so there are no last-minute frustrations.
- End with a genuine farewell that makes guests feel appreciated and valued.
Hospitality professionals know that the goodbye can be just as important as the welcome. A kind word, a smile, or a helpful travel tip can be the final touch that encourages future loyalty.
**Pro tip**
When requesting feedback, frame it as a valued opportunity for the guest to help shape future stays rather than as an obligation. A friendly remark such as "We would love to hear your thoughts so we can make your next visit even better" makes the request feel collaborative. Provide an easy way to share input, such as a simple online form or a follow-up email they can answer at their convenience.
## **Stage 6: Post-stay & Reviews**
**Why it matters**
The relationship with a guest does not end at check-out. A thoughtful follow-up can transform a positive stay into a lasting connection and inspire guests to share their experience with others. Reviews, whether on booking platforms, social media, or your own site, influence future travelers and build your hotel's reputation.
**What works**
- Send a short, sincere thank-you message that reflects the personality of your property.
- Invite feedback in a way that feels personal and genuine, drawing on guidance from [UX Matters](https://www.uxmatters.com/mt/archives/2025/01/mapping-the-hotel-guest-journey-to-optimize-the-customer-experience.php).
- Let guests know that their input is valued and that it will be used to improve future stays.
Mapping the guest journey is about recognizing that [feedback can be a bridge to future stays](https://www.questionpro.com/blog/hotel-guest-journey-map/).
**Pro tip**
When you receive feedback, respond promptly and with warmth. If a guest points out a challenge, thank them for the insight and share how you plan to address it. When they leave a glowing review, acknowledge it publicly and express your gratitude. Consider sending a loyalty note with a small discount or a welcome-back offer as a tangible way of showing appreciation.
## **Bringing it together: The full journey map**
A guest journey map does not just list stages. It highlights emotions and key points where thoughtful care turns into delight.
Scholars and hospitality experts note that hotels which actively manage guest journeys see strong gains in referrals, [personalized upsells](/platform/upsells), and operational clarity. [SoftwareSuggest](https://www.softwaresuggest.com/blog/hotel-customer-journey-mapping-guide/) reports that in 2025, the most successful hotels combine tech with a human core.
Mapping starts with defining stages and guest needs. Then identify where guests feel pain, such as long lines, confusion, or lack of options, and where they can feel special. Prioritize changes that matter. Build in staff empathy, real follow-through, and check the map regularly.
## **Final thoughts**
Mapping your guest's journey from booking to review is not just an operational exercise. It is an ongoing practice that allows you to see your property through the eyes of each visitor. Every stage offers opportunities to exceed expectations, whether through the clarity of your booking process, the warmth of your welcome, or the way you listen after the stay.
Hotels that succeed at this approach often find that loyalty is not built through one extraordinary gesture, but through a consistent thread of care from start to finish. In an era where travelers have endless choices, that reliability can be the difference between a one-time booking and a lifelong advocate.
By looking at the guest journey as a living map, and refining it with both technology and genuine hospitality, boutique hotels can position themselves as destinations guests return to and recommend with enthusiasm.
---
# Hotel marketing strategies that boost guest satisfaction
URL: https://www.akia.com/blog/hotel-marketing-strategies-that-boost-guest-satisfaction
### **Introduction**
Marketing in hospitality is more than filling rooms, it is about shaping the [guest experience](/platform/guest-experience) from the moment they discover your property until long after check-out. For boutique and lifestyle hotels competing on uniqueness rather than scale, the way marketing connects to guest satisfaction can be the difference between a one-time booking and long-term loyalty. This guide provides tactical hotel marketing strategies that not only increase visibility but also deliver satisfaction at every stage of the [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty).
### **1\. Align visuals and messaging across platforms.**
Guests often start their journey on Google, social media, or an OTA. The consistency of your branding sets expectations.
- **Strategy:** Use quality photos of actual rooms, amenities, and experiences. Ensure your website, OTAs, and social media all carry the same tone and visual identity. Highlight guest stories and authentic experiences.
- **Impact:** Guests arrive expecting what they saw online, reducing disappointment and increasing satisfaction.
### **2\. Optimize for long-tail SEO.**
Search is a major entry point for hotel discovery, but broad terms like “hotels in Miami” are crowded. Long-tail keywords bring in more qualified guests.
- **Strategy:** Target niche keywords like “romantic boutique hotel in Charleston near waterfront” or “eco-friendly boutique hotel in Austin.” Publish blog posts and landing pages that match these queries.
- **Impact:** Attracts guests whose expectations align with your property, boosting the chance of satisfaction.
### **3\. Personalize communication before arrival.**
Personalization is a growing guest expectation, and marketing is the first opportunity to deliver it.
- **Strategy:** Use CRM data to send tailored pre-arrival emails. Suggest add-ons like spa treatments or local tours based on guest profiles. Acknowledge returning guests by referencing past stays.
- **Impact:** Personalized experiences make guests feel valued, leading to higher satisfaction and loyalty.
### **4\. Build local partnerships for marketing content.**
Boutique hotels stand out when they showcase their community.
- **Strategy:** Partner with local restaurants, wellness providers, or artists. Create packages or co-marketing campaigns that highlight these connections. Share blogs, reels, or guides featuring local recommendations.
- **Impact:** Enhances guest experience through authentic community immersion, often leading to glowing reviews.
### **5\. Create social and sensory experiences.**
Hotels that engage multiple senses create lasting memories and shareable moments.
- **Strategy:** Develop Instagrammable spots such as rooftop lounges or murals. Introduce subtle scent branding in common areas. Encourage guests to share content with branded hashtags by offering small incentives.
- **Impact:** Emotional engagement turns into free marketing and stronger loyalty.
### **6\. Host experiences that spark connection.**
Modern travelers often seek more than a bed, they want moments of connection.
- **Strategy:** Organize social hours, themed dinners, or wellness activities. Promote these events in booking confirmations, pre-arrival emails, and [digital guides](/platform/guidebooks).
- **Impact:** Guests remember experiences where they connected with others, creating deeper satisfaction.
### **7\. Upsell as a form of service.**
Upselling does not have to feel transactional when framed as guest care.
- **Strategy:** Offer curated upgrades such as private airport transfers, personalized welcome gifts, or in-room dining experiences. Train staff to identify needs and suggest thoughtful add-ons.
- **Impact:** Guests who accept upsells often report higher satisfaction because the offers improve their stay.
### **8\. Collect feedback in real time.**
Feedback is not just operational data, it is also a marketing tool that shapes future communication.
- **Strategy:** Use [short surveys](/platform/surveys), QR codes, or apps to capture satisfaction during the stay. Train staff to ask for feedback directly.
- **Impact:** Resolving issues in real time prevents negative reviews and shows guests that their opinions matter.
### **9\. Turn reviews into marketing assets.**
Reviews are one of the most trusted forms of marketing.
- **Strategy:** Feature positive reviews in campaigns, highlight them on your website, and use quotes in email newsletters. Segment reviews by theme (service, location, design) to target specific audiences.
- **Impact:** Builds credibility and attracts guests who value the aspects previous guests enjoyed most.
### **10\. Collaborate across teams.**
Marketing cannot operate in isolation. Guest satisfaction requires collaboration between operations, revenue, and marketing.
- **Strategy:** Share guest feedback across teams. If reviews mention slow check-in, operations can streamline the process, marketing can communicate improvements, and revenue can adjust packages.
- **Impact:** Ensures marketing promises are consistently delivered, which builds long-term trust.
### **Final thoughts.**
Hotel marketing strategies are not just about visibility and bookings, they are directly tied to how satisfied guests feel throughout their journey. By aligning visuals with reality, optimizing for intent-driven searches, personalizing communication, building community ties, and ensuring cross-department collaboration, boutique and lifestyle hotels can market more effectively while creating experiences that guests will rave about.
Satisfied guests are not only more likely to return, they also become brand advocates who extend your marketing reach far beyond what a campaign alone can achieve.
---
# Your Smartest 24/7 GPT Concierge
URL: https://www.akia.com/blog/your-smartest-24-7-gpt-concierge
## 24/7 GPT-Concierge that reasons, acts, and handles multiple requests.
When people hear [AI in hospitality](/agents/ai-in-hospitality), they usually think of a [chatbot](/blog/hotel-chatbots) that spits out scripted answers to guest questions.
> *“What time is check-in?” → “Check-in is at 3 PM.”*
That’s a digital FAQ. An [AI Agent](https://www.akia.com/features/ai-agents) **is smarter.** It doesn’t just respond, but it reasons, acts, and handles multiple requests at once, something staff can’t really realistically keep up with at times.
**Imagine five guests messaging your property at the same time:**
- What is Wi-Fi?
- The AC is broken.
- Can I purchase early check-in?
- What are the gym hours?
A staff member would have to juggle these one by one.
**A GPT Agent handles all five instantly:**
- Responds with the Wi-Fi password and gym hours
- [Files a maintenance task](/platform/tasks) for the AC, and notifies the team
- Checks availability and offers [early check-in as an upsell](/platform/upsells)
No guest is left waiting. No task is forgotten.
## Agentic AI does more than answer FAQ.
A guest asks:
> *“Can I check in early?”*
A chatbot might say “No” or “It depends.” A staff member has to check availability, weigh priorities, and maybe upsell.
**A GPT Agent does it in seconds:**
1. Checks availability in your PMS.
2. Offers an **early check-in upsell** if possible.
1. If it’s not available, recommends alternatives such as another room that has early check-in availability.
It’s not just responding, but also making decisions and creating revenue opportunities.
## Agentic AI understands intent and provides recommendations to your guests.
Take this message:
> “I need recommendations for dinner at 7 PM to celebrate my anniversary with my husband.”
A chatbot returns a generic restaurant list. A staff member might pick up on the occasion, but might not log it.
**Agentic AI does more:**
- Detects the context: anniversary dinner, couple, special occasion.
- Tags the guest as a couple celebrating an anniversary in your CRM.
- Stores that info for future marketing (e.g., send them an offer for a return anniversary stay next year).
That’s [CRM enrichment happening automatically](/platform/marketing), without extra data entry from your team that could be missed.
## AI Concierge detects and resolves problems automatically.
When a guest texts:
> *“The AC isn’t working in my room.”*
A regular chatbot would say something like, “We’ll let staff know.”
A staff member pings maintenance, but the issue may never get tracked.
**A GPT Agent:**
- Instantly detects it as a maintenance issue.
- Files a task in your system.
- Assigns the task to the right staff member.
- Can even follow up once it’s resolved.
There’s a motion of it getting fixed, but it also [automatically documents guest issues](https://www.akia.com/features/teamspace) so that managers can review patterns of complaints, issues, etc., to be more proactive.
## Hotel CRM: Detects more about guests and enriches their profiles.
Human staff can’t log every guest request into your CRM. That’s why preferences and occasions get lost.
GPT Agent automatically captures it:
- Early check-in → tagged to profile.
- Dinner anniversary → stored for future [marketing campaigns](/platform/marketing).
- Maintenance complaints → logged for managers to spot patterns.
It doesn’t just respond, but also learns and builds better guest data every single time.
## [AI messaging software](https://www.akia.com/) that can multitask for hotels and vacation rentals.
Hospitality will always need people, but no person can:
- Handle 20 guest conversations at once.
- Remember every preference and log it.
- File and route tasks instantly, 24/7.
**A GPT Agent can.** Think of it like upgrading from a paper map to GPS: the destination is still the same, and you’re still driving, but now you can get there faster, avoid wrong turns, and focus on the journey instead of the directions.
---
# How Self Check-In Technology Drives Hotel Profitability
URL: https://www.akia.com/blog/how-self-check-in-technology-drives-hotel-profitability
## **How Self Check-In Technology Drives Hotel Profitability**
In today's hospitality landscape, hotels face growing pressure to operate leaner while exceeding guest expectations. As staffing challenges persist and operational costs rise, many properties are turning to [self check-in technology](/platform/digital-check-in) to drive profitability. This blog explores how self check-in not only reduces expenses but also enhances guest satisfaction and opens new revenue streams—making it a smart, strategic investment for modern hotels.
### **Reducing Operational Costs**
One of the most immediate financial benefits of self check-in is the significant reduction in staffing costs. Front desk operations traditionally demand considerable labor hours, especially during peak times and overnight shifts. Self check-in technology dramatically reduces these labor needs, directly translating into substantial payroll savings.
For example, a recent [Ariane case study](https://www.ariane.com/blog/cut-costs-solve-staffing-struggles-why-hotels-should-invest-in-self-service-check-in) reported a boutique hotel saving €81,000 (approximately $93,800 USD) in staffing costs within just one year of implementing self check-in technology, with almost half of their guests choosing automated self check-in. This compelling financial result clearly illustrates the strong ROI potential of self check-in.
### **Maximizing Efficiency and Increasing Productivity**
Self check-in solutions allow staff to redirect their focus from routine administrative duties toward tasks that create value for guests, directly impacting productivity and operational efficiency. By automating self check-in procedures, the overall hotel workflow becomes more efficient, enabling a leaner operational structure without sacrificing service quality.
A recent report by Keycafe demonstrates these benefits: By installing an automated key exchange system, Littoral Hotel & Spa enabled 24/7 self check-in, cut night-shift costs by approximately $60,000 per year, and empowered staff to shift their focus from manual check-ins to guest engagement. As the co-owner remarked, “The night shift will probably never come back. So, we will save a lot of money in a year.”
Key handoff is usually the piece that decides whether self check-in actually works. Here is [how mobile room keys work](/blog/hotel-keyless-entry) in practice.
### **Enhancing Guest Satisfaction and Driving Repeat Business**
Financial gains from self check-in extend beyond cost savings—they also improve guest satisfaction, which has a direct correlation to repeat bookings and positive online reviews. According to [SabeeApp](https://www.sabeeapp.com/blog/benefits-of-hotel-self-check-in), even brief delays at traditional check-in can reduce guest satisfaction dramatically. Self check-in technology provides a fast, seamless, and efficient self check-in process, dramatically enhancing the overall [guest experience](https://www.akia.com/case-studies/prioritizing-guest-experience).
A survey revealed that [85% of travelers](https://www.ijarsct.co.in/Paper12356.pdf) prefer hotels offering self check-in options, recognizing the convenience and autonomy self check-in systems provide. Increased guest satisfaction from self check-in often leads to positive reviews and greater repeat business, further amplifying ROI.
### **Opportunities for Additional Revenue Streams**
Self check-in technology can also be leveraged as an opportunity to generate incremental revenue. With integrated [digital upselling](https://www.akia.com/case-studies/read-how-cedar-lakes-estate-did-20k-in-upsell-revenue?utm_source=hs_email&utm_medium=email&utm_campaign=100044497-smb-outbound&utm_content=2) and cross-selling capabilities during the self check-in process, hotels can effectively [market room upgrades](/platform/upsells), special services, dining reservations, and other experiences.
Industry insights from [HotelTechReport](https://hoteltechreport.com/news/hotel-self-check-in-kiosks) indicate that automated self check-in kiosks frequently result in an increase in ancillary revenue, as guests are more inclined to purchase upgrades or add-ons through self check-in kiosks or mobile self check-in apps.
### **Quantifying ROI: Tangible Financial Metrics**
Calculating the ROI from self check-in technology involves assessing direct labor cost reductions, enhanced productivity from self check-in automation, increased [guest satisfaction](https://www.akia.com/case-studies/secure-positive-guest-experiences) due to streamlined self check-in processes, and incremental revenue generation opportunities. Hotels that have adopted self check-in systems typically see measurable ROI within 6 to 12 months of implementation, making self check-in a highly attractive investment from a financial planning standpoint.
These clear, quantifiable metrics make it easier for hotel operators to justify budget allocations and evaluate the long-term financial value of self check-in technology.
### **Conclusion: The Strategic Investment for Boutique Hotels**
In an era where operational excellence and financial accountability are paramount, self check-in technology presents a powerful solution. It not only addresses the immediate need for operational efficiency but also delivers measurable financial returns. For boutique properties aiming to optimize resources and elevate the [guest experience](/platform/guest-experience), self check-in is a smart investment in long-term success.
---
# The Smart Lobby Hotel: Technology Is Transforming Guest Experience
URL: https://www.akia.com/blog/the-smart-lobby-hotel-how-lobby-technology-is-transforming-guest-experience-and-operations
### **Why the lobby matters more than ever**
The hotel lobby is often the first physical touchpoint between guests and the brand. One industry expert notes: “When you first walk into a hotel lobby do you get a sense of the hotel?” That sense, they say, often sets the tone for the entire stay ([eHotelier](https://insights.ehotelier.com/insights/2024/12/03/setting-the-tone-the-impact-of-a-strong-hotel-gm/)). Today’s lobby hotel is evolving from a static waiting area into a dynamic hub where technology meets hospitality to shape guest perceptions, streamline operations, and boost revenue.
General managers are increasingly managing tech-driven [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty)s from the moment visitors arrive. A modern GM now blends leadership and tech fluency to create exceptional experiences, while still preserving human warmth through tech-savvy hotel general manager leadership.
### **1. Seamless contactless arrivals**
One of the most visible lobby hotel shifts is the rise of [mobile check-in](/platform/digital-check-in), [digital key systems](/blog/hotel-keyless-entry), and self‑service kiosks. These solutions offer speedy service and help decongest front desks. At several global brands, mobile keys have become standard, allowing guests to bypass traditional check-ins entirely ([Angelini Hospitality](https://angelinihospitality.com/speech-given-at-an-hotels-general-managers-conference-on-changing-trends/)).
Design analyst perspectives suggest older grand lobby designs may fade in favor of modular kiosks, roving staff, and less seating. The hybrid model—mixing automation with human service—keeps the lobby relevant while boosting efficiency ([Architectural Digest](https://www.architecturaldigest.com/story/are-we-approaching-the-death-of-hotel-lobby)).
### **2. Interactive screens and digital signage**
[Digital signage](https://www.hotelmanagement.net/design/technology-changes-look-use-hotel-lobbies) now goes far beyond marketing posters. Interactive video walls, touchscreen panels, and digital displays allow guests to explore hotel amenities, local experiences, and promotions. As Bob Gobind put it, signage helps hotels “set the narrative” at check-in.
More properties are installing eye-catching digital signage that communicates dining schedules, wellness hours, local events, and messaging—all easily updated via internet connection ([Hotel Management](https://www.hotelmanagement.net/design/technology-changes-look-use-hotel-lobbies)).
### **3. Personalized experiences powered by AI**
AI isn’t just for chatbots anymore. Advanced systems now analyze guest profiles, past behaviors, and preferences to deliver personalized recommendations—from room temperature settings to dining suggestions. Researchers highlight the use of [AI-Powered recommender systems in hospitality](https://arxiv.org/abs/2307.14298) using language models like ChatGPT to enhance guest engagement. In 2025, AI and machine learning also support predictive demand forecasting, dynamic pricing, and tailored upsell opportunities, so lobby messaging can be timed and targeted for max impact ([Hospitality Net](https://www.hospitalitynet.org/news/4125209.html)).
### **4. Lobby as co‑working, lounge and social space**
Modern boutique hotels are reimagining the lobby as more than a pass-through. Instead, lobbies serve as co-working zones, food & beverage lounges, and community hubs. Flexible [future-forward, multifunctional hotel lobby design](https://www.hospitalityupgrade.com/magazine-articles/the-future-of-hotel-lobbies) now blurs boundaries between lobby, restaurant, and lounge—enhanced by smart lighting, ambient audio/visual, and digital art overlays.
Properties like CitizenM illustrate how tech-enabled environments allow daytime work zones to shift into evening lounges—all controlled via central systems to adjust [lighting and sound by time of day](https://www.hospitalityupgrade.com/magazine-articles/the-future-of-hotel-lobbies).
A recent travel report also highlights how boutique hotels are reviving nightly social hours in their lobbies—game nights, cocktail meet‑ups, communal ice-cream events—to build an organic guest community ([Southern Living](https://www.southernliving.com/hotel-social-hour-trend-11757631)).
### **5. Real-time feedback loops at touchpoints**
Some hotels now offer feedback tools integrated into lobby tech systems. For example, “like” buttons in public spaces let guests instantly rate experiences. Marriott’s M‑Beta concept in Charlotte features lobby‑positioned buttons to gauge guest sentiment in real time—allowing the team to adapt quickly through [real-time guest feedback technology in hotels.](https://www.cntraveler.com/story/inside-charlottes-marriott-m-beta-hotel-of-the-future)
That kind of immediate data loops back into operations and service adjustments, effectively turning the lobby hotel into a living lab for guest sentiment.
### **6. Analytics dashboards for lobby usage**
Hotel GMs increasingly use real-time dashboards and customizable reports to monitor lobby metrics—traffic volume, dwell time, usage of kiosks, and content engagement. These insights fuel decisions about staffing, merchandising, and future tech investments ([Hospitality Net](https://www.hospitalitynet.org/opinion/4125999.html)). Analytics also support revenue optimization, sustainability planning, and guest satisfaction tracking.
### **7. Comfort, privacy, and smart environmental controls**
IoT sensors in lobby spaces detect foot traffic, lighting conditions, and even air quality. These feed into energy-saving systems that adjust heating, cooling, or lighting dynamically. This improves guest comfort and helps hotels meet sustainability goals through IoT-driven hotel sustainability strategies.
Voice-activated features, smart mirrors with display content, and occupancy-based lighting are also increasingly common. Hotels are balancing [voice-activated and minimalist hotel tech](https://digitalsolley.com/2025/01/26/top-15-technology-trends-in-hospitality-in-2025/) – not overwhelming guests, but offering convenience as needed.
### **8. Security, privacy and device interoperability**
With greater reliance on IoT and connected devices comes elevated risk. Privacy and security safeguards are critical. Hospitality researchers warn about easy physical access to devices in public areas and the massive amount of guest data these systems collect. Operators must ensure ethical, secure handling of data ([arXiv](https://arxiv.org/abs/2009.10187)).
Interoperability standards are becoming more important too. Organizations such as [Hospitality Technology Next Generation (HTNG)](https://en.wikipedia.org/wiki/Hotel_Technology_Next_Generation) promote open protocol standards in hotel systems —from PMS to lobby signage to access control—can communicate securely and reliably, as explored in recent insights from hospitality technology leaders.
### **9. Training, adoption and human‑tech balance**
Nearly 70% of hotels face obstacles integrating new lobby tech—due to budgets, systems compatibility, and staff resistance. A [hotel technology adoption report](https://www.mycloudhospitality.com/blog/hotel-tech-trends-2025-the-future-of-guest-satisfaction-and-revenue-growth) from MyCloudHospitality highlights these integration challenges. Companies offering [cloud-based hotel software with staff training tools](https://www.mycloudhospitality.com/blog/hotel-tech-trends-2025-the-future-of-guest-satisfaction-and-revenue-growth) emphasize ease-of-use, intuitive interfaces, and built-in training modules to support frontline staff.
Despite the technology, the modern GM remains key. They encourage staff to greet guests proactively, maintain visible service, and ensure lobby areas feel managed and welcoming—what Chuck Kelley describes as “good vibes” that start with daily walkthroughs and visible leadership presence ([eHotelier](https://insights.ehotelier.com/insights/2024/12/03/setting-the-tone-the-impact-of-a-strong-hotel-gm/)).
### **10. Future directions: voice, AR/VR overlays, and immersive lobby design**
Looking ahead, technology-forward lobbies may feature augmented reality tools, interactive artwork, and virtual reality for local experiences. Guests could point their phones at a mural to see immersive content or tour nearby attractions via [augmented reality experiences in hotel lobbies.](https://www.hospitalityupgrade.com/magazine-articles/the-future-of-hotel-lobbies)
Voice assistants may help guests navigate to meeting rooms, book hotel experiences, or adjust ambient settings. As guest expectations continue evolving, lobby spaces must remain adaptive, modular, and guest-centric.
## **Voices from the field**
While there’s limited public commentary directly tied to lobby tech, industry discourse reveals deep operator interest in smart, guest-aware lobby design.
- One general manager said: “Guests often tell us that our social hour is one of the most memorable parts of their stay,” referring to lobby events like ice cream socials or evening gatherings ([Southern Living](https://www.southernliving.com/hotel-social-hour-trend-11757631)).
- Another highlighted: “In 2025, AI will revolutionize the hospitality industry... automating manual tasks... freeing up hotel teams to focus on delivering exceptional, high-touch service” ([Hospitality Technology](https://hospitalitytech.com/hotel-tech-trends-watch-out-2025)).
## **Why lobby technology matters for hotel operators**
**First impressions turn into lasting perceptions.** A clean, bright, tech-enhanced lobby conveys efficiency and quality from the moment guests arrive.
**Operational efficiency gains.** Self‑service kiosks reduce front‑desk lines, IoT sensors drive energy savings, and dashboards help allocate staff intelligently.
**Revenue opportunities.** Digital displays, upselling at the kiosk, and personalized signage can generate incremental income.
**Guest loyalty in a contactless era.** Mobile check-ins, personalized recommendations, and seamless lobby service contribute to memorable [guest experience](/platform/guest-experience)s that encourage return visitation.
**Sustainability and modern standards.** Smart systems support carbon reduction and resource optimization—two considerations increasingly important to modern travelers.
## **Getting started: tech checklist for lobby upgrades**
1. Review existing lobby layout and guest flow. Where are bottlenecks?
2. Identify must-have services: mobile key, kiosk, signage, lounge space, etc.
3. Pilot digital signage content: local info, facility hours, promotions.
4. Implement analytics dashboard to monitor engagement and footfall.
5. Ensure systems follow interoperability standards—especially PMS and access control.
6. Train staff on hybrid front-desk procedures and guest assistance.
7. Add opt‑in feedback touchpoints (e.g., button panels or digital surveys).
8. Prioritize data security and privacy compliance with guest info.
9. Consider guest-facing events: welcome social hours, lounge activities, co‑working features.
10. Partner with vetted vendors that support cloud-based onboarding and training modules.
## **Final thoughts: lobby hotels that resonate**
A tech‑forward lobby hotel strikes a balance: digital efficiency without losing hospitality warmth. When done right, tech becomes invisible, enhancing rather than replacing human interaction.
Technology should let staff focus on service, not paperwork. It should invite guests to explore local flavor, engage authentically, and feel recognized. Every touchpoint—from digital check‑in to ambient lighting—contributes to the narrative you want your hotel to tell.
Are you targeting energy savings, guest satisfaction gains, staff productivity improvements—or all three? Your lobby technology choices can serve each goal. A well‑executed lobby hotel experience positions you distinctly in a crowded market and supports long-term guest loyalty.
### **Sources and further reading**
1. *Hotel Management*. “Digital Signage and Lobby Usage Trends.” Accessed July 28, 2025. [Hotel Management](https://www.hotelmanagement.net/design/technology-changes-look-use-hotel-lobbies).
2. *DigitalSolley*. “Guest Expectations and Tech Trends for 2025.” *Hospitality Insights* and *Hospitality Technology*, Accessed July 28, 2025. [EHL Insights](https://hospitalityinsights.ehl.edu/technology-trends-hospitality-industry).
3. *eHotelier*. “Role of GM and Combining Technology with Leadership.” Accessed July 28, 2025. [eHotelier](https://insights.ehotelier.com/insights/2024/12/03/setting-the-tone-the-impact-of-a-strong-hotel-gm/).
4. *eHotelier*. “Analytics Dashboards for GMs and Operations.” Accessed July 28, 2025. [eHotelier](https://insights.ehotelier.com/insights/2024/12/03/setting-the-tone-the-impact-of-a-strong-hotel-gm/).
5. *Hospitality Upgrade*. “Future of Lobby Design and AR Overlays.” Accessed July 28, 2025. [Hospitality Upgrade](https://www.hospitalityupgrade.com/magazine-articles/the-future-of-hotel-lobbies).
6. *MyCloud Hospitality*.. “Retrofit and Training Challenges.” Accessed July 28, 2025. [MyCloud Hospitality](https://www.mycloudhospitality.com/blog/hotel-tech-trends-2025-the-future-of-guest-satisfaction-and-revenue-growth).
7. *Southern Living*. “Social Hour Trend Linked to Lobby Spaces.” Accessed July 28, 2025. [Southern Living](https://www.southernliving.com/hotel-social-hour-trend-11757631).
8. *Condé Nast Traveler*. “Real‑Time Feedback Buttons in Lobby.” Accessed July 28, 2025. [Condé Nast Traveler](https://www.cntraveler.com/story/inside-charlottes-marriott-m-beta-hotel-of-the-future).
9. *arXiv*. “Privacy and IoT Concerns in Hospitality Tech.” Accessed July 28, 2025. [arXiv](https://arxiv.org/abs/2009.10187).
10. *Wikipedia*. “Interoperability and Standards via HTNG.” Accessed July 28, 2025. [en.wikipedia.org](https://en.wikipedia.org/wiki/Hotel_Technology_Next_Generation).
---
# What GPT‑5 Signals for Smarter Guest Journeys
URL: https://www.akia.com/blog/what-gpt-5-signals-for-smarter-guest-journeys
*Akia X OpenAI ChatGPT-5*
OpenAI just released GPT‑5, its most advanced model to date. It’s faster, sharper, more honest, and notably better at understanding complex requests. This is a big deal, but the real value is in the quiet, thoughtful improvements we’ll see to your guest interactions.
Here’s what stands out:
- **More accurate answers with less fluff**: GPT‑5 is way better at managing hallucinations and misinformation.
- **Better long-range thinking**: It can keep track of context over longer conversations, allowing it to handle more involved and situational tasks.
- **Smarter logic**: Whether it’s multi-step problem solving or making decisions with limited data, GPT‑5’s reasoning is a noticeable step forward.
- **Less performative, more useful**: Gone is the overly chipper tone that sometimes felt out of place. GPT‑5 feels more grounded, more natural.
**Our integration with OpenAI means GPT‑5 now supports essential parts of the platform**, bringing many of the same advancements seen in ChatGPT (better understanding, more reliable suggestions, faster response times) into the tools our customers are using every day.
GPT-5 also changes how travelers find you in the first place. Here is [how to get your hotel found and booked by AI](/blog/get-your-hotel-found-booked-by-ai).
---
# Beyond the OTA
URL: https://www.akia.com/blog/beyond-the-ota
### **Beyond the OTA**
[Online Travel Agencies](https://www.akia.com/glossary/online-travel-agency?utm_source=hs_email&utm_medium=email&utm_campaign=100044497-smb-outbound&utm_content=2) (OTAs) have become a mainstay of modern hospitality. For boutique hotels and vacation rental operators, platforms like Booking.com and Expedia offer instant exposure, streamlined booking flows, and a firehose of potential guests. But as anyone managing inventory through these channels knows, that visibility comes with a cost.
This post takes a clear-eyed look at the benefits and risks of OTAs—and explores how operators can use AI-powered guest engagement to tip the scales toward loyalty, repeat business, and brand control.
### **The Upside of OTAs**
OTAs excel at doing one thing: bringing in bookings.
For properties that don’t have massive marketing budgets or dedicated distribution teams, OTAs can level the playing field by listing inventory alongside big brands. They provide access to:
- **Global reach**
- **Last-minute demand fill**
- **SEO and digital marketing muscle**
- **Integrated reviews and reputation validation**
In the right context, OTAs are a useful tool for:
- Filling shoulder seasons or unbooked nights
- Testing new rate strategies
- Attracting first-time or international guests
The volume they deliver can’t be denied. But at what cost?
### **The Real Cost of OTA Dependency**
While OTAs provide top-of-funnel demand, they introduce challenges that compound over time:
- **Commission fees**: Typically 15–25%, cutting deeply into profit margins.
- **Limited guest data**: You get the booking, not the relationship. Most OTAs obscure email addresses and limit what you can learn about a guest.
- **No direct upsell paths**: Want to offer a [room upgrade or late checkout](/platform/upsells)? You’re often boxed in.
- **Brand dilution**: When a guest thinks they booked “via Expedia,” your property’s name is secondary.
Perhaps most frustratingly, OTA guests often remain OTA guests. Without strategic follow-up, the next time they travel, they’ll likely book through the same third-party platform—and the cycle continues.
([Read more on AI in hospitality](https://hospitalityinsights.ehl.edu/ai-in-hospitality))
### **Where AI Changes the Equation**
This is where AI-powered guest engagement comes in.
Using [agentic AI](/agents/ai-in-hospitality)—systems that act, not just respond—properties can start reclaiming the [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty) even when the booking starts with an OTA.
Some examples:
- **Pre-arrival personalization**: A guest books through Booking.com. Akia automatically sends a pre-stay message customized with check-in instructions, local recommendations, or a curated upsell (spa appointment, late checkout, parking).
- **In-stay optimization**: AI-powered systems field guest requests, answer FAQs, and escalate issues without overwhelming the front desk.
- **Post-stay conversion**: After the guest departs, AI sends a thank-you message and a tailored offer for their next stay—this time, booking direct.
The result? OTA bookings become more than just one-time transactions. They become openings for long-term loyalty.
### **Why Loyalty and Repeat Booking Matter**
Direct bookings are about more than just better margins. They reflect a stronger relationship with the guest and open the door to better experiences and higher LTV (lifetime value).
AI plays a critical role here:
- **Identifying OTA guests early**
- **Tagging them for [personalized campaigns](/platform/marketing)**
- **Triggering loyalty journeys that feel natural and timely**
An OTA-origin guest who returns to your property and books directly is a win. But it doesn’t happen by accident—it requires thoughtful guest journey design.
([Explore how AI drives loyalty](https://www.hotelmanagement-network.com/features/how-ai-is-transforming-guest-loyalty-in-the-hotel-industry/))
### **Real-World Example**
A boutique rental group in Coachella Valley implemented an AI tool to send OTA guests a welcome message with tips on navigating the festival and offers for add-ons like stocked fridges and early check-ins. After the stay, guests received a personalized return package for the next year’s event—booked directly through the property’s own site.
The result? A 22% increase in repeat bookings year-over-year, with a significant drop in commission fees.
([Case study: Marriott’s AI-driven loyalty campaign](https://www.tsgstrategy.com/assets/casestudies/casestudy_marriott.pdf))
### **Finding the Right Balance**
The goal isn’t to abandon OTAs. For many operators, they’re a necessary part of a healthy channel mix. But relying on them exclusively—or failing to plan beyond the initial booking—leaves too much on the table.
Smarter operators are using tools like agentic AI to:
- Reclaim the guest journey
- Collect actionable guest data
- Incentivize direct repeat bookings
- Deliver brand-consistent experiences from first touch to check-out
([How AI helps independent hotels compete](https://www.linkedin.com/pulse/new-power-triangle-hospitality-otas-google-ai-battle-guest-mondol-wj2zc/))
### **FAQs About OTAs, AI, and Guest Loyalty**
**What is an OTA in hospitality?
**An [OTA](https://www.akia.com/glossary/online-travel-agency?utm_source=hs_email&utm_medium=email&utm_campaign=100044497-smb-outbound&utm_content=2) (Online Travel Agency) is a third-party platform like Booking.com or Expedia that sells hotel or rental inventory to consumers, often in exchange for a commission.
**Why is it risky to rely too heavily on OTAs?
**OTA commissions reduce margins, and guest relationships are harder to retain. Properties lose out on valuable data, upsell opportunities, and brand recognition.
**How can AI help reduce OTA dependency?
**AI-powered platforms like Akia engage guests automatically through personalized messaging, upsells, and post-stay loyalty offers—creating more direct booking opportunities and repeat stays.
**What are ways to turn OTA guests into** [**direct bookers**](https://www.akia.com/glossary/direct-booking?utm_source=hs_email&utm_medium=email&utm_campaign=100044497-smb-outbound&utm_content=2)**?
**Use AI to collect guest preferences, share local recommendations, and send follow-up offers. Highlight the benefits of booking direct, like exclusive packages or loyalty perks.
### **The OTA is the Starting Line**
For properties willing to invest in AI-powered engagement and loyalty infrastructure, OTAs become less of a necessary evil and more of an opportunity. Every OTA booking is a door opener. It’s what happens next that defines whether that guest becomes part of your brand’s story—or someone else’s.
The future of hospitality isn’t OTA vs. direct. It’s about knowing how to work within the system while building something smarter, more human, and more lasting beyond it.
And with the right guest journey tools, the path beyond the OTA has never been clearer.
---
# Akia Integrates With Cloudbeds, the Leading Hospitality Management Platform
URL: https://www.akia.com/blog/akia-integrates-with-cloudbeds-the-leading-hospitality-management-platform
Akia is excited to announce a direct integration with Cloudbeds, a global property management system that simplifies operations and enables properties to focus primarily on taking care of their guests. Akia shares a similar focus on streamlining hotel operations so hotels can put their energy into important goals like providing personalized experiences for every guest. By the nature of these underlying goals, our partnership benefits current and future clients.
With this integration, Cloudbeds will automatically sync with Akia to relay all relevant information about guests and their stay. Not only can hotel staff save time, but Akia will engage with guests in personalized ways to enhance the [guest experience](/platform/guest-experience).
“Cloudbeds has demonstrated their strong commitment to their clients by helping them readjust to these difficult times. As a company with similar goals, we’re proud to be able to work closely alongside such a dedicated organization that has the best interests of their clients at heart.” said Ryan Kanoknukulchai, Director of Partnerships at Akia.
During the pandemic, Akia has enabled hotels to [digitally check-in guests](/platform/digital-check-in) to avoid high-contact interactions at the front desk. Akia helps properties safely serve guests from a distance, and this integration with Cloudbeds will help our customers easily adapt to the ever-changing landscape of hospitality. As the world continues to navigate uncertainty, our mission is to cut down as much of the friction as possible.
Sebastien Leitner, VP Partnerships at Cloudbeds adds: “Our partnership with Akia is an exciting milestone for us and we’re very proud to be working with an innovative communications platform. We look forward to helping Cloudbeds properties communicate and engage with their guests while providing critical contextual information through Cloudbeds.”
### About Cloudbeds
Cloudbeds is the fastest growing hospitality management software suite in the world, providing tools to manage properties of all types and sizes - building revenue, driving bookings, and increasing operational efficiencies. Trusted by more than 20,000 hotels, hostels, inns, and alternative accommodations in more than 155 countries, the Cloudbeds suite includes a powerful [PMS](https://www.cloudbeds.com/property-management-system/), a leading [Channel Manager](https://www.cloudbeds.com/channel-manager/), and a conversion-driven [Booking Engine](https://www.cloudbeds.com/booking-engine/). Through access to 300+ integrations available via the marketplace, Cloudbeds helps properties unify their management, reservations, and booking systems, grow revenue, and automate workflows with confidence and ease. Founded in 2012, Cloudbeds has expanded to more than 400 people with local teams in 40 countries. For more information, visit [www.cloudbeds.com](https://www.cloudbeds.com)
### About Akia
Akia is an artificial intelligence-powered hotel messaging service that enables hotels to streamline operations and facilitate [contactless options for check-in](https://www.akia.com/features/contactless-communication), [on-property communications](https://www.akia.com/solutions/guest-messaging), and [reputation management](https://www.akia.com/features/reputation-management). With the mission of improving hotel operations and guest experiences, Akia recently released an in-stay surveys feature to help hotels capture feedback from guests and address issues via service recovery while guests are on the property. Akia was founded in 2018 by a team of former Facebook engineers with backgrounds in machine learning and consumer messaging.
---
# Airbnb's rumored revenue drop and the battle between HITEC and The Hospitality Show
URL: https://www.akia.com/blog/airbnb-revpar-hitec-ths
## Did Airbnb's RevPAL really drop by half?
You may have seen the headlines claiming that Airbnb’s RevPAL is down by as much as 45-47% in cities such as Phoenix and Austin. But the data is all based on a tweet, and the original source AllTheRooms has yet to verify the veracity of the data. Jamie Lane attempted to match these results with data from AirDNA and found their revenues are only down 3.6%.
Still, even 3.6% is a substantial drop, and vacation rental owners are all over the comments sharing anecdotes about tumbleweeds rolling in instead of guests. Let this be your reminder that anecdotal evidence can’t match hard numbers, and the hard numbers here have yet to be confirmed.
Airbnb reminds investors that their gross booking value rose 19% in the first quarter. Moreover, a dip should be expected this year since many people were eager to travel following the pandemic. Airbnb’s revenue seems unlikely to fall by nearly half so quickly without some kind of disaster that hits the rest of the industry.
Recommendation: Whether you have a hotel or a vacation rental, Akia is a good way to boost revenue by recouping OTA fees, processing payments, and [offering early check-ins](/platform/upsells). [Learn more](https://www.akia.com/demo).
## HITEC and THS battle for attendance.
When two friends throw a party on the same night, what do you do? The American Hotel & Lodging Association (AHLA) and Questex created a dilemma when they debuted The Hospitality Show (THS) on June 27-29th… the same week as the HITEC conference. While THS sold out their 300 vendor spaces and boasted [**3500 attendees**](https://www.hospitalitynet.org/news/4117172.html) in Las Vegas, HITEC in Toronto saw a big drop from last year, with [**only 4,500 compared to 6,000 in 2022**](https://www.hospitalitynet.org/news/4117149.html)**.** It’s easy math to wonder if the drop in attendance was due to companies opting to check out the new show instead.
From Generative AI to robots carrying out room service tasks, speakers at both HITEC and THS noted the need to rely on technology to bridge the gap between staffing challenges and guest expectations. For example, [**in the panel**](https://www.hotelmanagement.net/operate/hm-location-ceos-talk-business-hospitality-show) “The Demand Generation: Asking for Everything,” the president and CEO of Sonesta International Hotels Corp. referenced a property that used robots to serve small items to rooms.
While we do welcome our future robot overlords, we have our sights set on the near future when HITEC and THS won’t be at the same time. Next year THS will be in San Antonio in October, while HITEC will hop down to Charlotte the same last weekend in June.
***Recommendation:*** *There are better hospitality technologies than mecha-staff that you don’t even have to charge up at night.* [***Speak with a specialist to learn how you can get started.***](https://www.akia.com/demo?utm_campaign=HIP_Newsletter&utm_source=email)
## Stay Roanoke accelerates guest interaction.
Before switching to Akia, Stay Roanoke used a service that relied only on human operators to address guest inquiries, which proved less reliable and prone to errors and misinformation.
By implementing Akia, Stay Roanoke saves valuable time. They leverage Akia's automation capabilities to share check-in information, [request ID verification/signatures](/platform/digital-check-in), while addressing frequently asked questions about Wi-Fi, parking, and amenities.
*"Akia's software is highly intuitive and user-friendly, especially when working with a team. It simplifies tasks like assigning responsibilities and managing shifts. With Akia, transitioning between users on the host side is effortless, and the sharing of responsibilities becomes a breeze. It truly streamlines the process and makes it much easier and straightforward for everyone involved."*
[Read more](https://hubs.li/Q01Xbs2p0)
---
# How to create a guidebook for your vacation rental property
URL: https://www.akia.com/blog/how-to-create-a-guidebook-for-your-vacation-rental-property
### What is a Guidebook?
A guidebook is a resource for guests that includes essential information about your property, local area tips, and stay guidelines. While traditional guidebooks often come in printed or PDF formats, [digital guidebooks](/platform/guidebooks) take it to the next level by offering easy-to-update, mobile-friendly options.
### What to include in your guidebook
**Property Basics**
- **How to Access the Unit:** Provide clear instructions for entry, including access codes, lockbox details, or key locations. Include information on unlocking the unit, access times, and parking details.
- **Property Information**: Share directions to your property so guests don’t get lost, the full address, and any special notes to help guests arrive smoothly.
- **Checkout Details:** Specify checkout time and steps, such as tidying up, returning keys, or locking doors before departure.
- **House Rules** - Outline rules for pets, smoking policies, quiet hours, and maximum number of guests allowed to set expectations upfront.
- **Amenities** - List what amenities are offered and where to access them.
**Local Recommendations**
- Restaurants
- Nearby attractions
- Activities and tours
- Transportation
**Helpful Resources**
- **Property Contact Information** - Make it simple for guests to reach you or your property manager.
- **Appliance and Technology Guide**: Offer easy-to-follow instructions for using kitchen appliances, the washer/dryer, thermostat, TV, and remote controls.
### Increase productivity, revenue, and save time with Digital Guidebooks
Digital guidebooks are a modern, efficient alternative to printed booklets. Akia’s digital guidebooks are mobile-friendly, customizable, and can be updated in real time.
**Personalized for each guest -** Create a single guidebook for all your units and let Akia do the rest. Custom fields automatically personalize details like unique access codes and Wi-Fi credentials for each unit.
**Example:** Instead of managing multiple guidebooks, Akia customizes one guide to display unit-specific information, such as access codes and Wi-Fi details.
**Reduce Guest Inquiries -** Reduce repetitive guest inquiries by providing all essential information in one place, minimizing common questions like:
- How do I unlock the door?
- Where is the pool located?
- What time is checkout?
Ski Country Resorts automated 80% of their manual tasks by automating personalized digital guidebooks and sending them to guests automatically.
**Accessible Anytime, Anywhere -** Guests can access their guidebooks directly on their mobile phones without downloading an app. A simple link gives them all the property information they need, anytime they need it.
#### **Save Time with Seamless Updates**
Forget the hassle of updating and replacing printed materials for every unit. With Akia’s digital guidebooks, updates are made once in the platform and automatically applied across all units. This saves time, eliminates printing costs, and ensures information is always up to date.
#### **Easy-to-Use Interface**
Our drag-and-drop interface allows anyone to design and create professional templates effortlessly—no tech expertise is required.
#### **Capture Additional Revenue**
Allow guests to [make digital purchases](/platform/upsells) for food, experience packages, or other items directly through [Akia’s Mini App](/platform/mini-apps). Orders are processed seamlessly, giving you an easy way to increase revenue. Providing them the convenience of making purchases on their phone will increase revenue. Cedar Lakes Estate generated [20k in upsells per month](https://www.akia.com/case-studies/read-how-cedar-lakes-estate-did-20k-in-upsell-revenue) by increasing exposure of available items and texting guests a digital order form, making the checkout process as seamless as possible.
---
# Free registration form templates you can download.
URL: https://www.akia.com/blog/hotel-registration-form-templates
Today's post is not for our existing customers, since you have [automated check-in](https://www.akia.com/solutions/digital-check-in) and [branded registration forms](https://www.akia.com/mini-apps) that are [sent via text](https://www.akia.com/use-cases/registration-cards). Instead we've whipped up some old-school registration forms for those who are still sending a PDF via email or even printing them out and registering with pen and paper.
These registration card templates are very easy to use. There is a generic PDF you can use right away, with no changes. If you want to include your own branding, download the doc version, so you can update the address and contact info to your own hotel/vacation rental. Then choose your computer's option to "print as PDF" or simply print it if your guests will be filling it out onsite.
## Use these registration forms as a template, or as an example
Each form is a little different. For example, one has a very brief welcome letter. One is formatted as an example of a beach villa. One includes a consent form. Another has sections for three guests. A third includes fees for smoking, package handling, and parking. Consider downloading all of them to see some examples, and discarding the parts you don't need. In this way each is a sample registration form you can use to see examples of what you may want to include in yours.
Or you can simply use the generic registration form template PDF, without modifying or adding anything.
#### [Download registration card templates and examples](https://mkt.akia.com/registration-card-templates).
---
# Top 20 Secrets to Success in Hotel Marketing
URL: https://www.akia.com/blog/top-20-secrets-to-success-in-hotel-marketing
## Put your best foot forward with a great website
Your website is your most important marketing asset and the foundation of any successful online marketing strategy. Your website is the main place where people can learn about your hotel and make their decision about whether to book with you. Websites also offer the capability of direct bookings, so it’s especially important that you invest your time into making your website as user-friendly and attractive as possible.
To make your website user-friendly, don’t go overboard with flashy fonts or animations and overwhelm your prospective customers. Keep it easy and intuitive to navigate and interact with, so people can focus on the most important messages that you’re trying to convey.
Since people are naturally drawn to great visuals, ensure that your website content is also visually appealing. Use high-quality photos of your property to get people interested in booking with you.
## Highlight safety measures during COVID-19
The most important aspect of running a hotel during the pandemic is ensuring that guests and staff are safe during their stay. Aside from maintaining all the proper safety measures, hotels need to clearly communicate their new policies to prospective guests and reassure guests that they will be safe at the property.
Highlight all the steps you are taking to maintain cleanliness and social distancing on your website, social media posts, during the booking process, and on any third-party websites. Communicate any additional measures you’re taking, such as [contactless check-in](https://www.akia.com/solutions/digital-check-in) or reduced housekeeping during the stay.
## Include social proofs on your website
According to [a study by BrightLocal](https://www.brightlocal.com/research/local-consumer-review-survey/#positive-reviews), 76 percent of consumers trust online recommendations as much as personal recommendations. While this percentage sounds like a lot, you can actually use this data to your advantage.
Include positive reviews from past guests directly on your website to convince prospective customers to book with your hotel. To get more direct bookings, include social proofs during the booking process itself. Use pictures of happy guests, positive reviews that feature your safety measures during COVID-19, your excellent service, and any distinguishing qualities about your property.
## Chatbots
[Chatbots can be used to drive direct bookings](/platform/web-chat) on hotel websites. Chatbots are rule-based or powered by artificial intelligence, and they can quickly answer any questions that website visitors have. Since chatbots can answer queries 24/7, they can encourage prospective customers to book directly on the website no matter what time they are browsing.
## Reply to negative online reviews
Unfortunately, not every guest will be completely satisfied with your service, and there can be [negative online reviews](/platform/reputation) for your property. Although it is ideal to prevent negative reviews using service recovery processes, you can still reclaim a negative review by responding to it. In fact, 87 percent of prospective guests have a better impression of hotels if they respond appropriately to negative reviews.
By thanking guests for feedback and committing to resolving the issue, you can send a message to prospective customers that you value every guest and that you’re dedicated to providing exceptional service. If you can effectively solve the issue privately with a negative reviewer, you could request that they edit their review or take it down once they’re satisfied with your service.
## Optimize booking for mobile
Smartphones have advanced to have many of the capabilities that desktops have, and people increasingly use smartphones to complete tasks they would normally do on desktops. Making bookings for hotels is one of them. The growing popularity of mobile means that hoteliers need to design and optimize their website and booking processes for mobile devices.
An easy-to-navigate website on mobile can capture more direct bookings, and a seamless booking experience can improve guest satisfaction. Also, people typically make last-minute bookings on mobile devices, so your mobile website needs to be able to effectively capture those reservations.
## Virtual tours
A virtual reality video tour of your hotel can be a great way to let your prospective guests see exactly how they would experience your property from their point of view. Using a 360-degree presentation of your property allows browsing visitors to get a better feel for the space, and it can move them further down the decision funnel.
## Improve the guest experience
No matter which marketing strategies you use, the ultimate key to success in hotel marketing is having a foundation of exceptional service. Without a focus on excellent [guest experience](/platform/guest-experience)s, other hotel marketing strategies can only take you so far.
To improve the guest experience, communication is key. Give your guests an easy avenue to provide honest feedback, such as through [guest surveys](https://www.akia.com/features/guest-surveys), and enable quick service recovery while guests are still on the property. Surveys can also be used to collect feedback from guests post-stay, and they can be used to continually improve operations to create unforgettable experiences for your guests.
## Email marketing
Email marketing has been known to be a very effective tool in many industries, and you can use it at your hotel to upsell guests and re-engage past guests. By sending out an email asking about preferences prior to arrival, you can effectively [upsell upgrades and add-ons](/platform/upsells) that can personalize your guests’ experiences. After guests check-out, you can also [send post-stay emails](/platform/marketing) to communicate other offers, promotions, and loyalty programs.
## SMS marketing
Text-message marketing is another tool that can be used to re-engage past guests with special offers. As a marketing tool, text-messaging has a [98 percent open rate](https://www.smscomparison.com/mass-text-messaging/2021-statistics/) and a [45 percent response rate](https://mobilemonkey.com/blog/sms-marketing-statistics).
While emails can easily go unopened in inboxes due to the widespread use of email marketing, [SMS marketing](/platform/marketing) can be a way to get attention. Drive more direct conversions by [welcoming guests back directly](https://www.akia.com/solutions/marketing) through text messaging with personalized offers.
## Personalized messaging
In any context, it can never hurt to remember special dates, such as birthdays or anniversaries. Keep track of special occasions to personalize your messaging to past guests and invite them back to your hotel to celebrate those dates.
Another approach is to create audiences by interests and behaviors and target those audiences with deals that relate to them personally. For instance, you could create an audience of “wine-lovers” and welcome wine-loving guests back to your hotel for a special wine tasting night. These targeted messages can help you convert more past guests into loyal customers.
## Social media marketing
Oftentimes, prospective guests look at social media accounts as a part of their research process before making reservations.
After browsing through your website, they may look at your social media accounts to assess your popularity and whether your property is actively in operation. They want to see high-quality and frequent content on social media platforms such as Facebook, Instagram, Twitter, and YouTube.
In order to take advantage of social media marketing, use these platforms to showcase your beautiful property, the unique qualities and offerings, and stories of remarkable guest experiences.
## SEO
Search engine optimization (SEO) is critical to driving more organic traffic. Most people go to search engines first when researching hotels to book with, and since most people don’t look past the first page of search engine results, it’s essential that your website ranks as high on the first results page as possible.
By regularly [managing your SEO](https://rankdefender.com/hotel-seo/) and improving your rankings, you can get more bookings for less spend.
## Digital advertising
It’s no question that there’s a lot of competition in the hotel industry. Even when you optimize your website, it can still be hard to get placed in the first position of search results when people make generic searches like “Hotels in Los Angeles”. To stand out, you can use digital advertising to rank higher on search engines and grab attention.
With digital marketing overall, just remember to watch your budget carefully and continuously reassess what’s working or not, since ads can get expensive.
## Create landing pages to convert visitors into guests
Landing pages are great ways to convert visitors into customers. The essentials of a landing page that converts well are clear and relevant messaging, removing other links, and a strong call-to-action (CTA).
Keep the messaging on landing pages clear and concise, but most importantly, keep it in line with the messaging from the advertisements that brought people to your landing page. If the messaging doesn’t match with website visitors’ expectations, then they will quickly leave your page. Make sure all of your landing page content matches clearly with your advertisement copy.
As a landing page, your primary goal should be to get the website visitors to convert on that page directly. That also means that you should keep people from navigating away from that page. Limit the number of links that people can click on, and you can even take out the navigation bar to keep the page focused on the conversion action.
Finally, people may not take any action on your landing page unless you give them the directive to do so. This is where the CTA button comes in handy. Having a clear CTA tells the viewer to actually do something on your page; otherwise, the page could just look like informative content with an ambiguous purpose.
## Retargeting
Most of the time, people don’t make a booking immediately when they’re first researching a hotel to stay at. Travelers may look at a couple different options before making a decision, and they’ll take some time to consider which one to go with at a later time.
Your hotel can use retargeting to remind prospective guests of your offerings after they leave your website. You can create retargeting ads through Google Ads and Facebook, so users who once visited your website will see targeted ads to invite them back to your website to make that final booking.
## Spend more during peak seasons
As a hotelier, you know which season gets the most bookings in a year. To optimize your marketing plan, allocate more advertising spend to the peak seasons when people are traveling to your location. For instance, if you are located near a ski range, your property likely gets the most traffic during winter, so you should focus on advertising more during that season.
## **C**ustomer loyalty program
It’s less difficult to convince a past guest that you can offer them a great guest experience than it is to convince someone who hasn’t stayed with you before.
Reward returning guests with a customer loyalty program that gives special discounts and deals to guests who have stayed with you multiple times, and encourage newer guests to continue coming back for more great experiences.
## Partnerships with local businesses
During a guest’s trip, they’re usually not only making a stop at your hotel. They will likely also visit other local businesses. By partnering with local restaurants, bars, stores, and nearby attractions, your hotel can get recommendations from these places.
Partnerships enable both parties to get more exposure and build stronger reputations in their locations, and these relationships can continue to evolve over time to mutually benefit each party.
## Metasearch Sites
Metasearch websites can collect information from many hotels in the same area and compare them all on one platform. Examples of metasearch websites include TripAdvisor and Trivago, which are widely used to research hotels before booking.
These websites drive more website traffic for hotels than any other platforms, with advertising on them driving upwards of a 180 percent increase in bookings. Many travelers use metasearch websites to research and easily compare different hotels in the same location, so hoteliers should take advantage of advertising on these websites to drive more direct bookings.
---
# Agentic AI: A Secret Weapon for Hospitality Leaders
URL: https://www.akia.com/blog/agentic-ai-secret-weapon
In an industry where personalization and operational excellence define market leaders, hospitality executives should keep their eye on a powerful emerging technology: [Agentic AI](/agents/ai-in-hospitality). Unlike conventional automation systems, these sophisticated AI agents possess remarkable autonomy, adaptability, and decision-making capabilities that are fundamentally changing how hotels operate. If you’re new to the term, you're not alone – stay tuned to learn more.
## **What Makes Agentic AI Revolutionary for Hotels**
Agentic AI represents a significant leap beyond traditional AI applications. These systems don't simply follow rigid, predefined rules—they autonomously pursue objectives, adapt to changing circumstances, and learn from each interaction. For hospitality leaders, this means deploying intelligent systems capable of managing complex workflows while continuously improving their performance.
> Whereas traditional AI answers questions based on prompts, Agentic AI is given tools to be successful, and then uses those tools to complete projects. For example, rather than describing how to make a house, Agentic AI can actually build the house if given wood and nails.
## **Strategic AI Applications for Hospitality Leadership**
For C-suite executives and property leaders, agentic AI offers particularly valuable strategic capabilities:
### **Enhanced Decision-Making**
By analyzing vast datasets spanning operational metrics, guest feedback, market conditions, and competitive positioning, AI agents can surface actionable insights that inform strategic planning and capital allocation decisions.
### **Crisis Adaptation and Resilience**
When facing unexpected challenges—from weather emergencies to market disruptions—agentic systems rapidly recalibrate operations, reallocate resources, and maintain service continuity while keeping leadership informed through clear, prioritized communications. Agentic AI is trained on historical data and equipped to take action on future happenings.
### **Innovation Acceleration**
By identifying emerging patterns and operational inefficiencies, AI agents can highlight opportunities for service innovation, partnership development, or market expansion before they become apparent through traditional analysis.
## **Possibilities: Transforming Hotel Operations Through Intelligent Automation**
The impact of agentic AI on hotel operations could extend across virtually every department:
### **Revenue Management Reimagined**
Traditional revenue management often relies on periodic human analysis and adjustment. Agentic systems continuously monitor market conditions, competitor pricing, and booking patterns to autonomously adjust room rates in real-time—maximizing revenue opportunities that human managers might miss during off-hours or peak periods.
### **Creating Truly Personalized Guest Experiences**
Today's travelers expect personalization beyond simple name recognition. Agentic AI analyzes guest preferences and behavioral patterns, which could be used to create genuinely tailored experiences:
- Automatically adjusting room temperature and lighting based on previous stays
- Curating activity recommendations that evolve based on guest feedback
- Anticipating service requests before they're made
- Orchestrating seamless handoffs between digital and human touchpoints
### **Operational Excellence Through Intelligent Coordination**
Perhaps most impressively, agentic systems excel at complex operational coordination. This could be used for:
- Dynamic staff scheduling that adapts to changing occupancy patterns
- Predictive maintenance that minimizes guest disruption
- Intelligent inventory management across multiple departments
- Cross-functional process optimization that breaks down departmental silos
## **The Future of Hospitality Leadership**
As agentic AI continues to evolve, it's becoming clear that hospitality leaders who embrace these technologies can gain significant advantages in operational efficiency, guest satisfaction, and strategic agility.
By thoughtfully integrating agentic AI into your operational and strategic frameworks, you position your property to deliver exceptional experiences while optimizing resource utilization—the defining formula for hospitality success in this upcoming era.
---
# Unlocking Growth: Enriching Your CRM with Valuable Guest Data
URL: https://www.akia.com/blog/enriching-crm-with-guest-data
Your guests and property are teeming with information. However, without the right organization and consolidation, it’s hard to turn this data into actionable insights for your business. We’ll explore how to make the most of hospitality data collection so you can increase direct bookings, revenue, and satisfaction.
### **The Challenge: Incomplete Guest Profiles**
Most hospitality managers are familiar with the frustration of fragmented guest information. Your Property Management System (PMS) might capture basic reservation details, while valuable interaction data remains siloed across various channels—from front desk conversations to in-stay requests and post-stay feedback. This fragmentation creates several problems:
- **Masked OTA emails** that prevent direct marketing to guests
- **Inconsistent guest recognition** across touchpoints and stays
- **Limited personalization opportunities** due to insufficient preference data
- **Missed revenue opportunities** from upselling and cross-selling
- **Ineffective remarketing** due to incomplete contact information
### **The Solution: Akia and MEWS Integration**
The integration between Akia's guest engagement platform and MEWS' property management system creates a powerful solution for hospitality managers looking to enrich their guest data. This partnership bridges the gap between operational efficiency and personalized guest communication, creating more memorable stays with less manual work.
### **How Akia Builds a Centralized Guest Profile**
Akia's platform serves as a continuous data collection tool throughout the [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty):
1. **Unmask OTA emails**: Convert anonymous bookings into valuable direct contacts by capturing email addresses through [digital registration cards](/platform/digital-check-in) and pre-arrival questionnaires delivered by [Akia Mini Apps](/platform/mini-apps)
2. **In-stay interaction tracking**: Document all guest requests, preferences, and feedback during their stay through Akia's [all-in-one messaging platform](/agents/guest-messaging)
3. **AI behavior analysis**: Akia Intelligence analyzes guest communication patterns and response rates to different offers and information, ensuring each stay is better than the last
4. **Sentiment capture**: Gather real-time feedback throughout the stay, allowing you to identify preferences and address concerns immediately
### **Seamless Integration with MEWS**
MEWS serves as your operational backbone, while Akia enhances and enriches the data flowing into your system:
1. **Bi-directional data sync**: Guest information captured in Akia automatically enriches profiles in MEWS, ensuring your PMS contains the most comprehensive guest records
2. **Centralized data repository**: All guest interactions from multiple channels (text, email, OTA messages, social media) are consolidated in one place
3. **Automated data enrichment**: Contact information, preferences, and historical interactions are continuously updated without manual intervention
4. **Enhanced segmentation capability**: Richer profiles enable more sophisticated guest segmentation for [targeted marketing campaigns](/platform/marketing)
### **The Business Impact for Hospitality Leaders**
Enriching your CRM with valuable guest data through the Akia-MEWS integration delivers measurable benefits:
#### **1\. Increased Direct Bookings**
With unmasked OTA emails and enriched guest profiles, you can implement targeted marketing campaigns that drive guests to book directly on future stays. Many properties using this integration report a 15-20% conversion of OTA guests to direct bookers on subsequent stays.
#### **2\. Higher Revenue Per Guest**
Personalized upselling based on known preferences results in increased spending. Properties utilizing enriched guest data for targeted offers see an average 23% increase in ancillary revenue from returning guests.
#### **3\. Improved Operational Efficiency**
Staff spend less time gathering and inputting guest information manually, allowing them to focus on high-value interactions. The automated data collection typically saves front desk staff 5-7 hours per week at a mid-sized property.
#### **4\. Enhanced Guest Satisfaction**
When guests feel recognized and understood across touchpoints, their satisfaction increases. Properties implementing comprehensive guest profiles report an average 18% improvement in guest satisfaction scores.
#### **5\. Better Marketing ROI**
Targeted campaigns based on accurate guest data deliver higher conversion rates at lower costs. Email campaigns utilizing enriched guest data show open rates 2-3 times higher than generic communications.
### **Conclusion**
The integration between Akia and MEWS transforms fragmented guest information into a cohesive, actionable database. By implementing this solution, hospitality managers can unlock new revenue opportunities, enhance operational efficiency, and deliver personalized experiences that turn first-time guests into lifelong customers.
For more information on making sense of your property's data, tune into our webinar [From Data to Decisions: How AI is Transforming Guest Relationships](/webinars/from-data-to-decisions).
---
# How hotels can build a high-performing distribution strategy
URL: https://www.akia.com/blog/how-hotels-can-build-a-high-performing-distribution-strategy
Hotel distribution has evolved significantly over the past 30 years—and it’s accelerating.
AI-powered travel planning tools and generative search are reshaping the way guests discover and book hotels. For hoteliers, diversification of distribution channels is more essential than ever—but it must be strategic. A well-balanced distribution strategy maximizes visibility, reaches broader audiences, and improves profitability.
This article explores the evolution of hotel distribution, the role of technology in simplifying it, and strategies for optimizing both direct and indirect channels.
## **Understanding the current distribution landscape**
Before building and optimizing a distribution strategy, it’s important to understand the role each type of channel plays in today’s ecosystems. Travelers browse and book through a mix of direct and indirect paths, from OTAs and metasearch platforms to corporate travel networks and hotel websites.
Knowing how to strategically leverage each channel helps hoteliers create a more resilient and profitable strategy.
### **Global Distribution Systems (GDS)**
Before the internet, hotels relied on GDS platforms to distribute inventory. Originally designed for airlines, these systems now connect properties with travel agents and corporate bookers who tend to have higher spending power and book independently of seasonality.
### **Online travel agencies (OTAs)**
OTAs revolutionized hotel distribution in the late 1990s, giving travelers access to thousands of properties. [Cloudbeds’ 2025 State of Independent Lodging Report](https://www.cloudbeds.com/hospitality-industry-report/) found that 61% of bookings were captured by OTAs, a 1.2% increase year-over-year.
While OTAs are crucial for visibility and can help fill rooms during low-demand periods, they come with challenges: high commissions, relinquished control of guest data, and limited branding flexibility. However, they can also serve as top-of-funnel drivers—[Expedia Group](https://partner.expediagroup.com/content/dam/unified/partner/documents/reports/2023-reports/path-to-purchase/en-us/2023-path-to-purchase-Hotel_en-us.pdf) reports that 61% of travelers who book direct first visited an OTA.
### **Hotel websites**
Hotel websites emerged in the early 2000s as internet adoption grew. Direct booking via hotel websites eliminates commission fees, allows for brand differentiation, and provides ownership of customer data. However, attracting and converting visitors requires ongoing investment in marketing and site development.
### **Metasearch engines**
Platforms like Google Hotel Ads, Tripadvisor, and Trivago aggregate rates across multiple channels to help travelers compare prices. Metasearch advertising typically operates on a cost-per-click model and can be more cost-effective than OTAs, but requires active bid management and competitive pricing to perform well.
## **The role of technology in simplifying distribution**
Managing all of these distribution channels manually is inefficient and prone to error. Three core technologies help hoteliers streamline distribution:
### **1\. Channel manager**
A [channel manager](https://www.cloudbeds.com/channel-manager/) connects a hotel’s property management system (PMS) with multiple distribution channels, instantly updating availability, pricing, and restrictions. This prevents overbookings and allows for strategic allocation of inventory.
**What to look for:** Integration with a wide range of OTAs, metasearch engines, and direct booking platforms, with no additional commission fees.
### **2\. Booking engine**
A booking engine captures direct reservations on a hotel’s website and is essential for participating in metasearch platforms. It integrates with the PMS for real-time inventory updates and provides secure payment processing.
**What to look for:** Mobile-friendly design, easy navigation, customization options, and commission-free bookings.
### **3\. Revenue management system (RMS)**
An RMS analyzes market data, demand trends, and competitor pricing to recommend optimal rates. AI-powered RMSs can forecast demand and automate pricing updates across all channels.
**What to look for:** Automated pricing adjustments, competitor rate tracking, forecasting, and seamless integration with other hotel systems.
### **How these technologies work together**
Imagine a major conference is announced in your city. Your RMS detects a spike in demand and recommends raising room rates from $189 to $229. With a single click, your revenue manager approves the update.
The RMS sends the new rate to your channel manager and booking engine, which pushes it out to all OTAs and your website in real time. A guest browsing Google clicks through to your site via Google Hotel Ads, books a room with breakfast included, and completes secure payment.
The channel manager then updates all other channels to reflect the new availability—preventing double bookings and rate discrepancies.
When these tools are seamlessly connected, your hotel can act on demand trends– maximizing revenue while minimizing manual effort.
## **10 strategies for optimizing channel performance**
Rather than trying to be everywhere, focus on the channels that deliver the best results and align with your target guest segments. Here are 10 strategies for effectively doing that.
### **Indirect channel strategies**
### **1\. Optimize OTA presence**
OTAs are essential but shouldn't be your entire strategy. Select platforms based on your target market and analyze which channels deliver the best guests and revenue. A mix of global (like Booking.com), regional (like Agoda), and niche (like Mr & Mrs. Smith, for luxury hotels) OTAs help ensure effective distribution.
An important part of optimization has to do with listings:
- Use high-quality photos that showcase your property's best features
- Regularly update descriptions to reflect changes or improvements
- Address negative feedback promptly and professionally
- Use guest insights to enhance property amenities and services
Be sure to regularly analyze performance and update your OTA mix based on seasonality and revenue management requirements.
### **2\. Invest in metasearch advertising**
Metasearch is ideal for capturing high-intent traffic, but requires active bid management and performance monitoring. Make sure you adjust ad budgets based on occupancy levels to avoid unnecessary costs when demand is high.
### **3\. Partner with travel management companies and consortia**
TMCs (e.g., American Express Global Business Travel, BCD Travel) manage corporate travel and can drive significant weekday business, while consortia (e.g., Signature Travel Network, Travel Leaders Network) represent independent travel agencies that secure negotiated rates for luxury and premium travelers.
To benefit from these partnerships:
- Identify the right consortia for your property
- Invest in proper GDS connectivity
- Have a dedicated corporate sales manager experienced in RFPs (Requests for Proposals)
### **Direct channel strategies**
### **4\. Create a seamless booking experience**
OTAs and metasearch engines have raised guest expectations for booking simplicity. Ensure your website includes:
- Mobile-friendly booking engine
- Minimal-click reservation process
- Clear room descriptions with quality images
- Transparent pricing and integrated payments
- Instant confirmations
- Multilingual and multicurrency options
### **5\. Implement best rate guarantees**
Encourage direct bookings by pledging to match the lowest publicly available rate—or offer added perks such as complimentary breakfast, spa credits, or room upgrades. Even if the booking ends up having a lower margin, capturing guest data and building loyalty can offset the short-term revenue trade-off.
### **6\. Claim & optimize your Google Business Profile**
Given that Google is often a traveler’s first touchpoint and that Google Business Profile is completely free, you would be leaving money on the table by ignoring it.
A well-maintained Google Business Profile:
- Enhances visibility in local search results
- Enables direct bookings via Google Hotel Search
- Showcases guest reviews and ratings, boosting credibility
- Prevents inaccurate third-party information from misrepresenting your property
### **7\. Invest in reputation management**
Higher ratings can increase revenue. [Research from Cornell University](https://sha.cornell.edu/wp-content/uploads/sites/4/2019/03/anderson-social-media.pdf) found that a 1-point increase in a 5-point review scale allows hotels to raise rates by 11.2% without losing occupancy.
Here are key strategies for managing your reputation:
- Actively encourage guest reviews
- Use [reputation management software](/platform/reputation) to monitor and respond across platforms
- Address feedback constructively
- Maintain strong ratings to improve visibility in AI-driven search engines
### **8\. Use retargeting ads to reengage potential guests**
Travelers often visit multiple sites before booking. Retargeting ads allow your hotel to:
- Recapture potential guests who previously viewed your property
- Increase conversion rates compared to cold audiences
- Remind undecided travelers of their interest in your hotel
### **9\. Leverage chatbots to facilitate the booking process**
[AI-powered chatbots](/platform/web-chat) handle guest inquiries 24/7 in multiple languages, assist with bookings, suggest upgrades, and upsell amenities.
### **10\. Use AI-powered intelligence to align revenue, marketing, and distribution**
AI-powered intelligence refers to advanced analytics platforms that process large volumes of data from multiple hotel systems and sources–applying machine learning to reveal insights that are otherwise difficult to detect.
These systems not only show what happened but why it happened by identifying cause-and-effect relationships.
With AI analytics you can:
- Uncover true cause-effect relationships between price changes and demand
- Determine if reservation increases after marketing campaigns are due to the campaign itself or just seasonal trends
- Identify which promotions to invest in and at what time and segment
This shared intelligence allows all departments to make decisions based on the same reliable data to optimize revenue.
## **The future of distribution**
Hotel distribution continues to evolve, requiring properties to test different channels and adapt strategies accordingly. There is a shift happening from the passive "distribution presence" approach of simply listing on a few OTAs, to a "distribution intelligence" approach of actively managing a diverse channel mix.
At the same time, AI-powered search tools are changing how travelers discover hotels—pulling in pricing, reviews, and brand data from across the web. This means your visibility, guest reputation, and direct booking readiness are more important than ever.
To stay competitive, hoteliers must:
- Continuously test and refine their channel mix.
- Leverage automation to improve efficiency.
- Use AI insights to connect the dots across revenue, marketing, and guest behavior.
Those hotels that combine strategic channel management with real-time data and automation will see the best results.
### **About Cloudbeds:**
Cloudbeds is the leading platform redefining the concept of PMS for the hospitality industry, serving tens of thousands of properties in more than 150 countries worldwide. Built from the ground up to be masterfully unified and scalable, the award-winning Cloudbeds Platform brings together built-in and integrated solutions that modernize hotel operations, distribution, [guest experience](/platform/guest-experience), and data & analytics.
---
# Akia Marketing Suite: A Direct Booking Superpower
URL: https://www.akia.com/blog/akia-marketing-suite-success
Hospitality managers know the struggle all too well: managing multiple communication tools, wrestling with complex marketing platforms, and trying to convert third-party bookings into direct reservations. Enter [Akia's Marketing Suite](/platform/marketing) – a comprehensive solution designed to make guest communication effortless and effective. We’ve had several properties successfully implement our marketing tool already, so we’ve put together some highlights of their success.
## **Overview: An All-in-One Marketing Powerhouse**
The Marketing Suite stands out by consolidating [email and SMS marketing](/platform/marketing) into a single, intuitive platform. By leveraging guest data directly from property management systems, it provides hospitality teams with an unprecedented ability to connect with guests meaningfully.
What sets the [Akia Marketing Suite](/platform/marketing) apart?
- **Intuitive Design**: Drag-and-drop email editors eliminate the need for design or engineering support
- **Smart Targeting**: Audience segmentation based on actual guest behavior
- **Comprehensive Guest Tracking**: Full contact management beyond masked OTA site information
- **Personalization Tools**: Automated campaigns for special occasions like birthdays and anniversaries
- **Automated Sequencing**: Targeted email campaigns based on booking history
## **Real-World Success: Upper Canyon Lodging Co. Ruidoso**
Upper Canyon Lodging Co. (UCLC) has hit the ground running with Marketing Suite. Since implementing, they've transformed their direct booking strategy:
- **Challenge**: Finding a streamlined way to encourage repeat bookings during low seasons
- **Solution**: [Akia Marketing Suite](/platform/marketing)
- **Results**: Immediate conversions from their first marketing campaign
- **Key Benefit**: Simplified campaign creation with expert support
> “We’re very pleased with the simplicity of the Marketing Suite and saw conversions from our very first campaign. Akia's support worked with us and was quick to answer our questions prior to launching our first email campaign.”
> – **Michael Duncan, Upper Canyon Lodging Co.**
## **Why Modern Properties Are Choosing Akia**
The Marketing Suite, in addition to Akia’s [guest messaging](/agents/guest-messaging), [task management](/platform/tasks), payments, and more, provides an all-in-one approach for hotels and vacation rentals. It’s more than just another tool – it's a strategic partner for hospitality businesses looking to:
- Increase direct bookings
- Reduce marketing complexity
- Personalize guest communication
- Maximize marketing ROI
- Save time and resources
## **The Key Takeaway**
For hotels and vacation rentals seeking to take control of their guest relationships, the [Akia Marketing Suite](/platform/marketing) offers an accessible, powerful solution. It democratizes effective marketing, making sophisticated communication strategies available to properties of all sizes. And with easy integration to most PMS, Akia makes setup a breeze.
---
# Introducing Mini Apps 3
URL: https://www.akia.com/blog/mini-apps-3
Just when you thought Mini Apps couldn’t get any better – we’re rolling out a huge update. If you're running a hotel or vacation rental, Mini Apps 3 brings valuable improvements designed to streamline your guest communications and maintain consistency across your properties from booking to departure.
## **What's New in Mini Apps 3?**
For those unfamiliar with Akia's platform, [Mini Apps](https://www.akia.com/mini-apps) are custom touchpoints that allow hotels and vacation rentals to communicate with guests without requiring any downloads or logins. Guests simply receive a text with a link that opens instantly.
The latest update focuses on four key areas:
1. Improved **styling and ease of use** when creating Mini Apps
2. **Consistent branding** across all guest touchpoints
3. **New components** designed specifically for modern properties
4. Enhanced **Artificial Intelligence** to better serve guests
## **Why Mini Apps Matter**
Mini Apps have become essential tools for many properties, handling everything from:
- [Digital registration cards](/platform/digital-check-in)
- Streamlined check-in processes
- Custom menu ordering
- Arrival guidebooks
- Pet waivers
- Folios and much more
The best part? You don't need any technical skills to create them. The drag-and-drop interface makes it easy for anyone to build professional-looking Mini Apps in minutes.
## **The Big Improvements**
####
**Themes for Consistent Branding**
One of the standout features in Mini Apps 3 is the introduction of Themes. Now you can set your property's primary colors, fonts, and styles at the property level. This ensures a consistent look across all your guest communications and makes setting up future Mini Apps much quicker.
#### **Enhanced Components**
The Cover Photo and Terms & Conditions components have been redesigned to work better on mobile devices and provide a more intuitive experience. These improvements help guests access important information without a cluttered interface.
## **Exciting New Features**
####
**Folio Component**
The new Folio component lets you send detailed cost breakdowns at checkout. This transparency helps guests understand their final bill and allows any questions to be addressed while they're still on property.
#### **Step Guide**
Ever had guests struggle with access codes or check-in instructions? The new Step Guide component lets you create swipeable, step-by-step instructions that guests can follow on their mobile devices. This should cut down on those frantic customer service calls.
#### **Akia Intelligence (AI)**
Akia Intelligence can now learn from Mini Apps and dynamically answer guest questions based on their contents. For example, if a guest messages your property and asks about early check-in, AI can read your Mini App and relay the availability, price, etc. back to the guest. All this means a more streamlined experience for your guests, and fewer distractions for your staff.
## **Beyond Guest Communication**
Mini Apps aren't just about smoother communications—they're also helping properties reduce their dependence on online travel agencies (OTAs). By capturing guest email addresses through registration cards and check-ins (which sync with your property management system), you're building a [direct marketing database](/platform/marketing) for future outreach.
They're also proving to be effective for upselling. Whether offering [late checkout options](/platform/upsells) or special holiday packages, Mini Apps 3 makes it easier than ever to present the right offers to the right guests at the right time.
## **The Bottom Line**
For hotels and vacation rentals looking to modernize their [guest experience](/platform/guest-experience), Akia's Mini Apps 3 update offers significant improvements. The platform continues to focus on what matters: making guest communications seamless while keeping implementation simple for property staff.
Want to learn more about how [Mini Apps](https://www.akia.com/mini-apps) could work for your property? Schedule a demo today, or read one of our case studies on successful Mini Apps.
---
# Introducing the new Akia Marketing Suite
URL: https://www.akia.com/blog/introducing-the-new-akia-marketing-suite
Let’s face it – getting guests to book directly with your property instead of through third-party sites is a constant challenge for hospitality managers. And managing multiple email and SMS tools can quickly become a headache. That's why Akia is launching a powerful new [Marketing Suite](/platform/marketing) that makes connecting (and re-connecting) with guests easier than ever before.
### All-in-One Solution
The new [Akia Marketing Suite sets itself apart](/platform/marketing) by bringing together email and SMS marketing in one place, while tapping into valuable guest data in your property management system. Think of it as your all-in-one tool for staying in touch with guests and turning them into loyal, direct bookers. The platform makes it super simple to get started – perfect for busy hotel teams who don't have time to learn complicated new systems, or those looking to consolidate their current tools.
> “Our goal is to make powerful, data-driven marketing effortless for hospitality teams."
> \- Frederik Hermann, VP Marketing, Akia
### Game-Changing Features
Drag-and-drop editors for email marketing mean there’s no need to hire a designer or engineer. Smart audience targeting is based on guest behavior, meaning your marketing efforts are more effective. And the Marketing Suite becomes a central place to keep track of all your guest info – including their actual contact details, not just the masked ones from booking sites.
Perhaps most useful, the Marketing Suite empowers properties to keep track of special occasions like birthdays and anniversaries to make their messages more personal. Hotels and vacation rentals can also set up automated email sequences to target guests after a specific number of days since their last booking. [Select properties](https://www.akia.com/case-studies/leveraging-sms-marketing-to-drive-more-bookings) have already tested the Akia SMS Marketing tool, and have seen a 17.8x ROI. It's these kinds of smart, automated touches that can make a real difference in driving direct bookings.
### The Bottom Line
For hotels and vacation rentals looking to take more control of their guest relationships and boost direct bookings, Akia’s new [Marketing Suite](/platform/marketing) is a must-have. It's all about making effective marketing accessible to hospitality teams of all sizes, without the usual headaches of complex marketing tools.
---
# Top Hospitality Challenges in 2025
URL: https://www.akia.com/blog/top-hospitality-challenges-in-2025
From boutique hotels to vacation rentals, operators are grappling with shifts that are fundamentally changing how they run their businesses. McKinsey research predicts that by 2026, 95% of hospitality businesses will need to significantly transform their operating models to remain competitive. Artificial intelligence is changing how guests find and interact with properties, all while supply chain and operational costs continue to rise. However, with the right preparation, your property can still come out on top.
### **1\. Overcoming Trust Fatigue Online**
While online reviews and property photos have long been crucial for hospitality businesses, we're seeing an emerging "trust fatigue" among travelers. With the rise of AI-generated reviews and algorithm-first content, properties face the challenge of proving their authenticity in an increasingly skeptical market. Hotels and vacation rentals alike should aim to capture content from actual guests and encourage those guests to leave reviews in a way that’s simple and easy.
### **2\. Walking the Technology Tightrope**
Properties must walk an increasingly fine line between high-tech convenience and maintaining human connection. A Hospitality Technology study revealed that 73% of guests prefer using their mobile device for check-in, yet 67% still value face-to-face interactions with staff for local recommendations and problem-solving. While guests expect [seamless digital check-in](/platform/digital-check-in) and smart room controls, they still crave authentic local experiences and personal touches. The most successful properties view technology as an extension of their staff – not a replacement.
### **3\. Fighting Staff Turnover**
Beyond simple staffing shortages, the industry faces a fundamental shift in workforce expectations. The U.S. Bureau of Labor Statistics reports that the hospitality sector's turnover rate remains at 73.8%, more than double the average across all private sectors. This challenges traditional job structures and forces managers to rethink their relationship with property maintenance teams and cleaning staff. The solution isn't simply higher wages, but a complete reimagining of hospitality careers. Successful properties are looking at how technology can complement jobs, reduce stress, and [encourage tipping from guests](/platform/tipping).
### **4\. Collecting Data Responsibly**
While data allows for unprecedented personalization, properties should be wary of crossing the "creepy line" – the point where customization becomes intrusive. A Deloitte survey found that while 95% of hotels collect guest data for personalization, only 22% of guests feel comfortable with how their data is being used. The challenge lies in creating memorable, personalized experiences without crossing privacy boundaries. A centralized guest profile connected to your PMS ensures data privacy while still allowing access to this wealth of knowledge.
### **5\. Rising Operational Costs**
STR data shows that average daily rates for hotels fluctuated by up to 43% within the same market during peak versus off-peak seasons in 2024. Beyond seasonal variations, properties must now account for dynamic pricing influenced by local events, competitors and supply chain issues. Increase revenue by implementing an [upsell strategy that automatically offers available rooms and amenities](/platform/upsells) to guests.
### **6\. Replacing Manual Processes**
The hospitality industry remains surprisingly anchored to manual processes in an increasingly digital world. According to a PWC Digital IQ survey, hotels lose an average of $200,000 annually on manual data entry and redundant communications, with vacation rentals facing many of the same issues. Properties are combatting this by [automating guest messaging](/agents/guest-messaging), staff coordination, and even marketing using the power of AI.
## **Looking Forward**
The future of hospitality lies not in solving these challenges individually, but in finding innovative ways to address their interconnected nature. Success will come to properties that can maintain authenticity while embracing technology, preserve personal touches while scaling operations, and meet guest expectations while managing costs.
---
# Hotel Welcome Messages: 20 Templates for Notes, Cards, and Letters
URL: https://www.akia.com/blog/crafting-impactful-hotel-welcome-messages-a-complete-guide
In hospitality, the first thing a guest reads sets the tone for everything that follows. A thoughtfully crafted **hotel welcome message** can turn a routine check-in into a moment they remember, and it's the cheapest part of the [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty) to get right. This guide covers how to write **hotel room welcome notes**, welcome cards, and pre-arrival welcome letters that resonate with guests, with 20 templates you can copy and adapt to your property.
## Why Personalization Matters in a Hotel Welcome Note
The traditional hotel welcome message has evolved far beyond the generic "Welcome to our hotel" greeting. Today's travelers expect personalized experiences, and that expectation begins long before they step into the room. A personalized welcome note for hotel guests shows attention to detail and genuine care for their comfort.
## Key Elements of an Effective Welcome Message
When crafting your hotel welcome message, consider incorporating these essential components:
1. Personal Greeting: Address guests by name
2. Specific Stay Details: Reference their length of stay or visit purpose
3. Relevant Amenities: Highlight services that match their preferences
4. Local Touch: Include area-specific recommendations
5. Clear Contact Information: Provide immediate support channels
6. Branding: Make notes official and memorable
## Welcome Message Templates by Guest Type
Use these templates as a launching point, but don't hesitate to adapt and personalize them to match your brand voice and guest preferences.
### For Business Travelers
> Dear \[Guest Name\],
> Welcome to \[Hotel Name\]. We understand that efficiency and comfort are crucial for our business travelers. Your room has been equipped with high-speed Wi-Fi (password: \[password\]), and our business center is available 24/7 on the second floor. Should you need to coordinate any meetings, our dedicated concierge would be pleased to assist.
> Best regards, \[General Manager's Name\] General Manager
### For Families
> Dear \[Family Name\],
> We're delighted to welcome your family to \[Hotel Name\]! We've prepared your room with extra towels and have included our kids' activity guide. Our family-friendly restaurant offers special children's menus, and don't forget about our heated pool, open daily from 7:00 AM to 9:00 PM.
> Warmly, The \[Hotel Name\] Team
### For Honeymoon Couples
> Dear Mr. and Mrs. \[Last Name\],
> Congratulations and welcome to \[Hotel Name\]! We're honored to be part of your honeymoon celebrations. Your room has been specially prepared with complimentary champagne and chocolate-covered strawberries.
> Our concierge has curated a list of romantic dining spots in the area, which you'll find on your bedside table. For a truly memorable experience, consider our couples' spa package.
> With best wishes, \[Hotel Name\] Team
### For First-Time Visitors
> Dear \[Guest Name\],
> Welcome to \[Hotel Name\], and welcome to \[City\]. Since this is your first stay with us, we've left a small map at your bedside marking our favorite spots within walking distance. Breakfast runs from 7:00 to 10:30 AM in the lobby, and the rooftop stays open until sunset.
> Anything at all, just text us at \[number\]. We'd love to help you plan the day.
> Warmly, The \[Hotel Name\] Team
### For Returning Guests
> Dear \[Guest Name\],
> Welcome back to \[Hotel Name\]. We remembered that you prefer a high floor away from the elevator, so that's where we've put you. The extra pillows you asked for last time are already in the closet.
> It's good to have you with us again.
> Warmly, \[Staff Name\], Front Desk
### For Groups and Events
> Dear \[Guest Name\],
> Welcome to \[Hotel Name\], and congratulations to the \[Event Name\] party. Your group's welcome reception is in the \[Room Name\] at 6:00 PM, and the shuttle to the venue leaves from the main entrance at 4:15 PM tomorrow.
> Your group's contact here is \[Staff Name\], reachable any time at \[number\].
> Best regards, The \[Hotel Name\] Team
## Short Welcome Card Messages
A welcome card on the pillow has about eight words to do its job. These work as printed hotel welcome card messages, as a line on the key sleeve, or as a luggage tag your bell staff attaches on arrival.
- Welcome to \[Hotel Name\], \[Guest Name\]. Room \[Number\] is all yours.
- So glad you're here. Anything you need, dial 0.
- Welcome home for the week, \[Guest Name\].
- Happy anniversary, \[Guest Name\]. The champagne is on us.
- Welcome to \[City\]. Ask us where to eat, we have opinions.
- Rest well, \[Guest Name\]. Breakfast starts at 7.
- Congratulations, \[Guest Name\]. Tell us how we can help you celebrate.
- Welcome back, \[Guest Name\]. We saved you the corner room.
## Hotel Welcome Letter Templates
A hotel welcome letter is longer than a note and does more work. It confirms the shape of the stay, points guests at what's open and when, and gives them one clear way to reach you. Most properties send one before arrival by email or text, then leave a second on the desk in the room.
### Pre-Arrival Welcome Letter
> Dear \[Guest Name\],
> We're looking forward to having you at \[Hotel Name\] on \[Arrival Date\]. Check-in opens at 3:00 PM, and if you arrive earlier we're happy to hold your bags.
> A few things worth knowing before you travel. Parking is \[$X\] per night in the garage below the building. The airport is roughly \[X\] minutes away, and we can have a car waiting if you'd like one. Breakfast is included with your rate and served from 7:00 to 10:30 AM.
> To check in from your phone and skip the front desk line, use this link: \[link\].
> Safe travels, \[General Manager's Name\], General Manager
That last line is worth keeping. A pre-arrival letter is the natural place to hand guests [digital check-in](/platform/digital-check-in), because they're already thinking about arrival logistics.
### On-Arrival Welcome Letter for Suites and Special Occasions
> Dear \[Guest Name\],
> It's a pleasure to welcome you to \[Hotel Name\]. Your suite has been prepared with the still water and dark chocolate you preferred on your last visit, and the terrace doors open onto \[view\].
> \[Staff Name\] looks after our suite guests and is available around the clock at extension \[X\]. The spa holds a few evening appointments for this floor, and our sommelier would be glad to walk you through the cellar list before dinner.
> Should anything fall short of perfect, I'd like to hear about it personally.
> With warm regards, \[General Manager's Name\], General Manager
## Digital Welcome Message Templates
Most guests read a text within minutes. The card on the pillow waits until bedtime. These are short enough for SMS and give the guest something to act on.
- **Two days before arrival:** Hi \[Guest Name\], it's \[Hotel Name\]. You're with us on \[Date\] and check-in opens at 3 PM. Want to check in from your phone and head straight up? \[link\]
- **The moment they check in:** Welcome to \[Hotel Name\], \[Guest Name\]. You're in room \[Number\], and the wifi is \[network\] / \[password\]. Text us right here any time.
- **An hour after arrival:** Settled in, \[Guest Name\]? The rooftop is open till 10, and there's a table with your name on it if you want one.
- **The night before checkout:** Morning \[Guest Name\]. Your room is free until 2 PM tomorrow if you'd like a slower checkout. Reply YES and it's yours.
## Best Practices for Implementation
1. **Timing Matters**: Ensure welcome notes are placed in rooms before guest arrival
2. **Quality Materials**: Use high-quality stationery that reflects your brand
3. **Maintain Accuracy**: Double-check all personal details and stay information
4. **Update Regularly**: Refresh message content seasonally and for returning guests
5. **Digital Integration**: Complement physical notes with digital messages
## Going Above and Beyond
To make your hotel room welcome note truly exceptional, consider these advanced personalization techniques:
- Reference past stays for returning guests
- Include personalized amenity recommendations based on guest preferences
- Add seasonal touches reflecting local events or weather
- Incorporate sustainable messaging for eco-conscious travelers
- Provide QR codes linking to digital concierge services
## Measuring Impact
Track the effectiveness of your welcome message strategy by:
- Monitoring guest feedback specifically related to check-in experience
- Recording social media mentions of welcome messages
- Analyzing [post-stay survey responses](/platform/surveys)
- Tracking redemption of welcome message offers
## Make it Digital
A card on the pillow only works once the guest is standing in the room. A text reaches them on the road, at the airport, or the second they park.
Akia sends the welcome message for you. She reads the reservation out of your PMS, picks the right message for that guest, and [sends it as a text](/agents/guest-messaging) at the moment it's actually useful. No download, no login. If the guest writes back, she answers.
She can tuck a whole [little app](/platform/mini-apps) into that message too, so a guest taps once to check in or settle the bill. Every welcome message becomes somewhere the guest can do something, which beats a note they read once and leave on the desk. That's a better [guest experience](/platform/guest-experience) for a lot less paper.
## Conclusion
A well-crafted hotel welcome message is more than just a greeting. It's the first chance to show a guest that someone here was paying attention. Personalize the message, get it to them at the right moment, and the rest of the stay starts from a better place.
## Frequently Asked Questions
### What is a good welcome message for a hotel guest?
A good welcome message names the guest, mentions something specific about their stay, and gives them one clear way to reach you. For example: "Welcome back, Ms. Ellison. We saved you the high floor you liked, and the wifi password is on the desk. Text us at 555-0132 any time." Anything that would read the same for every guest in the building is worth rewriting.
### What should a hotel welcome letter include?
A hotel welcome letter should include the guest's name, their arrival and departure dates, check-in and checkout times, wifi details, breakfast hours, parking information, and a direct contact for questions. Longer letters usually add a short note from the general manager and a few local recommendations. Keep it to one page.
### How long should a hotel welcome message be?
A welcome card should run one or two sentences, around 15 words. A room note works best at three to five sentences. A welcome letter can fill a page, as long as every line tells the guest something they'd otherwise have to ask about. A text message should fit on one screen without scrolling.
### When should you send a hotel welcome message?
Send a pre-arrival welcome message two to three days before check-in, while guests are still deciding about transport, dinner, and early arrival. Send a second one the moment they check in, carrying the room number and wifi details. A printed welcome note should already be in the room before the guest opens the door.
### What is the difference between a welcome note, a welcome card, and a welcome letter?
A welcome card is a short printed greeting, usually a single line left on the pillow or the desk. A welcome note runs a few sentences, is signed by a staff member, and often references the reason for the stay. A hotel welcome letter is the longest of the three and doubles as a practical guide to the property.
---
# Payments with Akia
URL: https://www.akia.com/blog/payments-with-akia
## Process balances like a breeze.
Reduce extra steps and collect reservation dues directly from guests by authorizing payments in [Akia’s registration forms](/platform/digital-check-in) and digital invoices. Have guests pay their outstanding balances as part of the pre-arrival formalities.
## Simplified operations.
Implement process automation and workflows to track transactions, send reminders to guests, and notify your staff. Reduce labor hours while dedicating more time to creating a stellar [guest experience](/platform/guest-experience).
## Convenient and safe.
Provide convenience by having guests pay remotely. Send digital invoices and collect payments through text messaging. Avoid credit card forms and conduct safe transactions in compliance with PCI regulations.
## **Frictionless transactions.**
Offer the option to self-pay with one click and empower guests by providing their payment method of preference from digital wallets like Apple Pay, Google Pay, and credit cards to ACH
## Secure processing.
Akia payments are securely screened and verified to protect you and your property against fraudulent activities that can result in [costly chargebacks](/platform/third-party-authorizations).
---
# How to win chargebacks and friendly fraud attempts.
URL: https://www.akia.com/blog/how-to-win-chargebacks-and-friendly-fraud-attempts
## What is friendly fraud?
Friendly fraud occurs when a guest makes a legitimate purchase or booking but later disputes the charge with their credit card company, often resulting in a chargeback. This can happen for several reasons, such as forgetting about the transaction, misunderstanding the charge, or intentionally taking advantage of the chargeback system.
### Reasons guests might attempt friendly fraud
1. Unsatisfactory experience: The guest had issues with their room and the hotel’s policy did not allow a refund.
2. No show reservations: Guests might not show up for their reservation and dispute the charge, claiming they were unaware of the hotel policies.
3. Non-refundable bookings - guests may dispute charges for non-refundable reservations, claiming they never authorized the payment.
4. Unauthorized guests: Some guests might argue that they were unaware of additional charges for extra guests or services.
5. Amenities and services disputes: Charges from amenities such as spa services, mini-bar items, thinking complimentary breakfast is free, and checking out later than scheduled checkout time.
As guests realize how easy it is to get a free stay by disputing the charges, they will take advantage and abuse it.
## How to fight chargebacks and friendly fraud?
1. Digital records - During the pre-arrival process, guests must [verify their identity](/platform/digital-check-in) (name, photo, and ID), and confirm policies by signing. This ensures guests are informed about the rules and makes it harder for guests to claim they never stayed at the property.
2. Give them a 5-star experience: Ensure you respond to guest inquiries immediately. Use AI to [automate responses to common questions](/agents/guest-messaging).
3. Documentation for proof: Document everything from reservation details to guest information and detailed receipts and invoices. Make sure guests are aware of what they purchased and any potential charges. Highlight cancellation policies clearly.
4. Proactive Communication: Encourage guests to reach out to you first before contacting their credit card issuer to resolve any issues directly.
5. Train staff: Train your staff to handle disputes and complaints, making guests less likely to file a dispute.
Turn the tables on friendly fraud and protect your property from [unwarranted chargebacks](/platform/third-party-authorizations).
---
# The Art of Guest Profiling: 6 Essential Elements Every Hotelier Should Track
URL: https://www.akia.com/blog/the-art-of-guest-profiling-6-essential-elements-every-hotelier-should-track
In today's competitive hospitality landscape, understanding your guests is more crucial than ever. Guest profiling has evolved beyond basic demographic information to become a sophisticated tool for delivering exceptional experiences. By gathering and analyzing specific points of data from across your many tools, hotels can create a centralized guest profile that keeps customers coming back. Let's explore the six fundamental categories that form the foundation of effective guest profiling.
### **Travel Companions: Understanding Guest Dynamics**
Knowing who your guests travel with provides invaluable insights into their needs and preferences. A couple celebrating their anniversary will have vastly different expectations than a business traveler or a family with young children. This information helps hotels prepare appropriate room configurations, amenities, and special touches before guests even arrive. Understanding travel companions also allows staff to proactively address specific needs, such as arranging connecting rooms for families or ensuring a quiet floor for business travelers.
### **Purpose of Stay: The Why Behind the Visit**
The reason for a guest's stay is perhaps one of the most crucial pieces of information in their profile. Whether it's a milestone celebration like an anniversary or birthday, a business conference, or a leisure getaway, each purpose demands its own unique approach to service delivery. Hotels can use this information to create [targeted welcome messages](https://www.akia.com/blog/crafting-impactful-hotel-welcome-messages-a-complete-guide) and experiences that perfectly align with the guest's objectives. Understanding the purpose of stay also enables staff to anticipate needs and provide thoughtful touches that demonstrate attention to detail, such as a bottle of champagne for anniversary celebrations or extra power outlets for business travelers.
### **Pet Companionship: Catering to Four-Legged Guests**
As pet travel becomes increasingly common, tracking pet-related information has become essential for modern hospitality operations. Knowing whether a guest travels with pets allows hotels to prepare appropriate accommodations and amenities, from pet beds to food bowls. This information also helps properties [manage their pet policies](https://www.akia.com/use-cases/pet-waiver) effectively and ensure other guests' comfort. Understanding pet preferences and requirements enables hotels to create truly inclusive experiences that cater to both human and animal guests.
**Quick tip: A guest would be thrilled if you called their pet by name or had a doggy bed waiting in the room.**
### **Age Verification: Ensuring Compliance and Safety**
Tracking guest age is not just about legal compliance – it's about creating appropriate experiences and ensuring guest safety. This information is particularly crucial for properties that serve alcohol or offer age-restricted amenities and activities. Knowing guests' ages helps staff make informed decisions about room placement, amenity access, and [menu offerings](https://www.akia.com/use-cases/menus).
### **Birthday Celebrations: Creating Memorable Moments**
Birthday information serves as a powerful tool for creating personalized experiences and building long-term guest loyalty. Hotels can use this data to surprise guests with special touches during their stay, whether they're celebrating during their visit or not. Birthday tracking also enables properties to send targeted promotions and special offers throughout the year. This personal touch shows guests that the hotel values their relationship beyond just the current stay.
**Quick tip: Add pronouns to your guest directory, in addition to names, for a properly inclusive environment.**
### **Purchase Patterns: Understanding Guest Value**
Tracking guest purchases provides crucial insights into preferences and spending habits that can inform service delivery and marketing strategies. This data helps properties identify high-value guests and understand which amenities and services are most popular among different guest segments – even across multiple properties. Purchase history can guide everything from inventory management to personalized promotional offers. This information can also help properties develop loyalty programs and reward structures that truly resonate with their guests.
### **Conclusion: One Centralized Guest Profile**
These six key categories of guest information can transform a hotel's bottom line when used correctly. At Akia, we understand that these data points are a lot to keep up with. That’s why we’ve built our platform to automatically extract these metrics into a **single centralized guest profile**. You heard correctly – Akia can take data from your PMS, [marketing tool](/platform/marketing), [digital tipping tool](/platform/tipping), messaging tool, etc. from one or across multiple properties and combine this into a single source of truth. If you’re intrigued by any of the categories above and want to leave the spreadsheet behind – [schedule a demo](https://www.akia.com/demo) call today.
---
# Clever Tactics for Collecting Guest Emails
URL: https://www.akia.com/blog/clever-tactics-for-collecting-guest-emails
In today’s landscape of cluttered content, direct communication has never been more crucial. However, OTAs and other booking platforms like Airbnb and Vrbo continue to [mask guest email addresses](https://www.airbnb.com/resources/hosting-homes/a/an-update-for-hosts-who-use-the-email-alias-feature-195). The good news is that building your own guest email database is easier than you think. An email database not only solves immediate communication needs, but opens doors to enhanced [guest experience](/platform/guest-experience)s and increased revenue opportunities.
## **The Strategic Value of Guest Emails**
Think of guest emails as your golden ticket to personalized service and repeat business. With direct email access, you can tailor experiences to individual preferences, send timely updates about their stay, and maintain relationships long after checkout. This direct line of communication enables you to build loyalty programs and [targeted marketing campaigns](/platform/marketing) that bring guests back to your property.
## **Four Effective Methods for Email Collection**
Here are the most successful approaches we're seeing in the industry:
1. **[Digital Check-in Solutions](/platform/digital-check-in)**: Implementing a [digital option at check-in](https://www.akia.com/use-cases/registration-cards) helps you immediately capture guest information like ID, payment, and yes – emails. Smart solutions can be integrated with your existing PMS, making the interaction seamless for both staff and guests. Guests appreciate the smooth check-in experience, and you get the added benefit of their email.
2. **WiFi Authentication**: Transform your guest WiFi into a data collection tool by requiring email registration for access. This approach feels natural to guests who already expect to log in for secure internet access.
3. **Personal Touches**: Offer benefits such as express check-out or [room upgrades](/platform/upsells) in exchange for emails. The key is making guests feel that sharing their email will enhance their experience rather than just add them to a marketing list.
4. **[Post-stay Surveys](/platform/surveys)**: Follow up with guests using digital feedback forms that require email collection fields. Incentivize participation by offering special rates on future stays or exclusive access to promotions.
## **What Comes Next**
The future of hospitality management lies in direct guest relationships. By implementing these email collection strategies now, you're not just solving a communication challenge – you're building a foundation for enhanced guest experiences and stronger customer relationships. Remember, the goal isn't just to collect emails; it's to create value for your guests that makes them want to stay connected with your property and book again. With thoughtful implementation of these strategies, you'll be well-positioned to thrive in the evolving hospitality landscape.
---
# How to automate door locks after check-ins.
URL: https://www.akia.com/blog/how-to-automate-door-locks-after-check-ins
Manually providing access codes to every guest can be highly inefficient. You need to track and manage codes for check-ins and checkouts and ensure appropriate access times, especially if guests opt for early check-in or late checkout. Akia simplifies this by [automating door locks](/platform/keyless-entry) once a guest completes the [digital check-in process](/platform/digital-check-in). If they complete it a day early, you can schedule when they receive access to ensure they won't enter the property before their check-in time. For the wider picture of how mobile room keys work, see our guide to [hotel keyless entry](/blog/hotel-keyless-entry).
## How to schedule door access with Akia on Arrival Date
1. Create a [Mini App](/platform/mini-apps) for the check-in form
2. Create a trigger in the Automation tab.
3. Add trigger > Agreement signed
4. Checkmark “Delay actions until.” First drop down= “Arrival Day.” Second drop down= “Specific Time.” Select your preferred time in the last drop down.
5. Click on “+ Variant” under Action Variants. And include the message and access code to send to your guest.
---
# Refund Guests in Akia Pay.
URL: https://www.akia.com/blog/refund-guests-in-akia-pay
### **Simplify refund management**
Managing refunds can be a time-consuming process that disrupts your team’s efficiency. With Akia Pay, issuing a refund is simple and integrated into your existing workflow. By processing refunds directly within the Akia platform, you save time and eliminate the need to juggle multiple systems, reducing the risk of errors and improving overall guest satisfaction.
### **How to refund a guest**
1. Navigate to your Settings by clicking on your profile on the top right.
2. On the left Menu under Account, Click on Payments.
3. Click on the guest, and it’ll open their payment details.
4. Click on the blue button that says Send Refund.
---
# Pull your most relevant guest data together in a single view
URL: https://www.akia.com/blog/pull-your-most-relevant-guest-data-together-in-a-single-view
Having to sift through scattered data and reports can be tedious and time consuming. When important metrics are buried in cluttered dashboards, it’s easy to miss critical insights. Being able to customize your dashboard layout ensures that you have a clear single view for all relevant information about your guest.
### Types of reports you can create:
**Guest details for arrivals**: Guests who have [signed the registration form](/platform/digital-check-in), opted for early check in to better prepare for their arrivals
**Orders**: Track incoming orders to manage inventory. By monitoring order trends, you can avoid overselling and identify top-selling items.
**Tasks**: Ensure that nothing is overlooked and that your team remains on top of their responsibilities.
**Housekeeping Arrival ETA:** Track expected arrivals to coordinate housekeeping efforts and maintain high standards of cleanliness and readiness.
**Revenue and Ratings:** Analyze [revenue generated from upsells](/platform/upsells), menu orders, and guest ratings to identify areas for growth and reward staff performance based on guest feedback.
### How to customize your dashboards:
1. Navigate to Analytics tab in your account
2. Click on the + sign to create a dashboard. You can create multiple.
3. Click in a box and drag your mouse to the appropriate size to input a report.
A well-organized dashboard means less time spent searching for information and more time acting on insights.
---
# Snooze and relax: let guest chats rest until you’re ready to follow up
URL: https://www.akia.com/blog/snooze-and-relax-let-guest-chats-rest-until-youre-ready-to-follow-up
## Snooze chats: never miss a follow-up
The Snooze Chat feature is perfect for those times when you need to follow up with a guest but don’t want to clutter your inbox with pinned chats or [create a whole new task](/platform/tasks). Just hit the clock icon to snooze the conversation, and it’ll pop back up at the time you set it. When the time comes, the chat automatically reopens, making sure you and your team won’t forget to follow up. It’s perfect for those moments when you know something needs attention later, but you’re not sure who will be around to handle it.
You’ll get a visual reminder with an orange clock icon next to the snoozed chat in your inbox, so it’s easy to spot and on the guest profile, you’ll even see when the conversation will re-open. It’s a simple way to make sure no guest falls through the cracks without cluttering your inbox from other urgent messages that need attention.
## Why Snoozing Chats can keep your guest communication on track without overwhelming staff.
1. Delayed guest requests: Imagine a guest asks for something like extra towels or a room service request, but the housekeeping team isn’t available at the moment. Instead of pinning the conversation or creating a task, you can snooze the chat for when the team is back on duty. The chat will reopen at the right time, and whoever is available can handle the request seamlessly.
2. Follow-up on unresolved issues: Let’s say a guest reports a minor issue that requires maintenance, but it won’t be addressed until later in the day. You can respond to the guest, set up a snooze on the chat to check up if the maintenance team had fixed the issue.
3. Managing busy periods: During peak times, such as check-in or check-out, staff might receive a flood of guest messages. If a particular conversation isn’t urgent, you can snooze it to come back to it once things calm down. This way, important guest questions don’t get forgotten during busy hours but are handled when there’s time.
This ensures that a task that does not require urgent attention at the moment, won’t take up space in your inbox for other chats that need more assistance.
## How it works:
1. Click on a guest conversation.
2. On the top right, click the Snooze icon.
3. Select how long you want to snooze it, and include an optional note to notify your team why it was snoozed.
---
# Find and chat with guests instantly
URL: https://www.akia.com/blog/find-and-chat-with-guests-instantly
Managing guest interactions can often feel like a juggling act - manually searching for guest details and coordinating with teams take up more time than it should. Our new guest creation flow simplifies things by letting you quickly find and start conversations using a name, phone number, or email address, cutting down on searching on a long list to start a chat. Plus you can easily set up [team chats](/platform/team-chat) by selecting departments or users, making collaboration smoother. Cut down on admin work, respond to guests faster, and prevent delays.
## New features:
- Search up pre-existing guests by typing their name.
- Enter a phone number or email address to start a new chat.
- Create a new chat by searching up a staff member
Integrate with your existing Property Management System (PMS), and push guest reservation details to your guest engagement platform, unifying [all guest messaging](/agents/guest-messaging) across OTA, text, email, and social into one inbox. This ensures that no matter where your bookings come from, all guest information is automatically synced, allowing you to manage communications and schedule personalized messages seamlessly.
---
# Keep payments safe and simple: Why secure payment verification matters.
URL: https://www.akia.com/blog/keep-payments-safe-and-simple-why-secure-payment-verification-matters
## Why is Secure Payment important?
[Secure payment verification](/platform/third-party-authorizations) is crucial because it protects both hotels and guests from fraud and unauthorized transactions. It helps confirm that the person using the card is legit, cutting down on chargebacks and sketchy transactions.
For guests, it provides peace of mind knowing their financial information is protected. For hotels, it minimizes potential losses from fraudulent bookings and helps maintain trust and reliability in their payment systems. Plus, it speeds things up by automating the process, so no more chasing down payments.
## What is 3D Secure Payment Verification Support in the Mini App?
Banks can verify transactions when a guest checks out an order, avoiding payment failures and eliminating the need for staff to manually follow up and charge guests later, saving time and hassle. When a guest’s credit card requires additional verification (guests that use international banks), the verification now happens seamlessly [within the Mini App](/platform/mini-apps). Instead of payment failures, guests can input a one-time code from their bank (varies bank to bank), ensuring secure and smooth transactions.
**The 3D Secure Payment Verification flow:**
1. **Guest initiates payment**: During checkout in the Mini App, the guest provides their payment details.
2. **Bank verification**: The bank checks the transaction and may require verification, like a one-time code sent to the guest (this depends on the guest’s bank/card issuer).
3. **Guest verifies payment**: The guest enters the code or completes the verification process within the Mini App.
4. **Transaction approved**: Once verified, the transaction is approved and processed automatically.
---
# Easy Social Media Ideas for Busy Hospitality Managers
URL: https://www.akia.com/blog/easy-social-media-ideas-for-busy-hospitality-managers
Managing social media while running a hotel or vacation rental property can feel overwhelming, especially without a dedicated social media manager. But with the right approach, you can maintain an engaging online presence without letting it consume your workday. Here's how to make it manageable and effective.
### **Create a Content Calendar Using Your Daily Operations**
**The best content often comes from what you're already doing. Turn your daily operations into content opportunities:**
- Guest check-ins and welcome amenities make perfect Instagram stories. Keep your phone handy to snap a quick photo of that beautifully arranged welcome basket or freshly made bed. Remember to protect guest privacy – focus on the details, not the guests themselves.
- Property maintenance and upgrades become before-and-after content gold. That new paint job or garden refresh isn't just an improvement – it's a compelling post showing your commitment to [guest experience](/platform/guest-experience).
- Local events and seasonal changes provide endless content possibilities. When you're updating your guest information binder about upcoming festivals or seasonal activities, turn that same information into social posts.
### **Maximize Your Time with Batch Content Creation**
**Instead of trying to post daily, set aside one hour each week for social media:**
- Use your phone to photograph different areas of your property in various lighting conditions. Sunrise and sunset shots of the same location give you multiple posts from one session.
- Write several captions at once when you're in the right headspace. Keep a running list of hashtags relevant to your property and location to quickly add to posts.
- Schedule posts for the week using free tools like Facebook Business Suite or Later's free plan. This prevents social media from becoming a daily distraction.
### **Leverage User-Generated Content**
**Your guests are creating valuable content – use it:**
- Place subtle signs in Instagram-worthy spots with your property's social media handles and preferred hashtags.
- Follow up with guests post-stay and ask permission to share their photos. Most are delighted to be featured.
- Create a simple system for saving and organizing guest photos, whether in a dedicated phone album or cloud folder.
### **Measure What Matters**
**Don't get lost in metrics. Focus on:**
- Engagement rates (comments and saves over likes)
- Direct booking inquiries from social media
- Content types that generate the most interest
- Best posting times for your audience
Remember, consistency matters more than frequency. It's better to post quality content twice a week than to post mediocre content daily. With these approaches, you can maintain an effective social media presence without letting it overshadow your primary responsibility – providing exceptional guest experiences.
### **Five-Minute Action Plan**
**When you're too busy for anything else:**
1. Post a photo to your Instagram story
2. Respond to any direct messages
3. Like and comment on posts from local businesses and past guests
4. Save any guest-tagged content for future use
Remember, social media should support your hospitality business, not compete with it for attention. Keep it simple, authentic, and aligned with your property's values.
### **Conclusion**
Platforms like Instagram, Facebook, and TikTok are transforming how travelers discover and choose accommodations. In fact, 40% of guests discover accommodations through Social Media. Just because you don’t have a dedicated social media manager doesn’t mean you can’t take advantage of this trend. Start with the steps above and see how surprisingly easy social marketing can be. If you’re inspired by this trend, read more in our [Success in an Uncertain Market](/webinars/success-in-an-uncertain-market-how-hospitality-leaders-can-compete-and-win-in-2025).
---
# Streamlined Operations for Better Service
URL: https://www.akia.com/blog/streamlined-operations-for-better-service
**Workflows:** This new feature is a shortcut for various actions. You can configure the workflow in the Settings to automatically message guests with a follow-up to their request. The workflow will also [create a new task](/platform/tasks) for the specific department that the task corresponds to. These workflows enable staff to easily stay on top of their responsibilities, and it allows streamlined service for guests.
**Mark for Review:** This action within the workflows will create a task and associate the task with a guest. It will notify the manager to review the conversation, and it can be configured to automatically message the guest that someone will attend to their request shortly. This allows guests to be reassured that their request will be attended to, and it keeps hotel managers in the loop about various requests.
**App Update:** The recent app update includes a task details view, links between the guest and the task, and the ability to [create team chats](/platform/team-chat) on the app. The task details view better reflects the desktop version, and the links allow for clear association between tasks and guests.
**Multiple Uploads on Agreement:** The [Digital Registration Card](/platform/digital-check-in) has been extended to support multiple uploads of images. Guests can easily include photos of government IDs, tax exempt government forms, and selfies, to name a few examples. With this update, guests can easily upload multiple documents on one registration form, so they don't need to worry about other forms to fill out.
**Cancel reservation:** This action within the workflow automatically disables automated messages from Akia and clears check-in and check-out dates from the system. Guests who have canceled their reservations can be removed from hotel communications.
**Provision Devices:** The Provision Device button has been moved to the Settings tab on the mobile app. This action allows your staff without individual logins to enter their 4-digit employee code and proceed with the system on a provisional device.
---
# Mark Items out of stock in the Mini App.
URL: https://www.akia.com/blog/mark-items-out-of-stock-in-the-mini-app
Managing inventory can be challenging, especially when items run out. Guests might unknowingly order unavailable items, leading to refunds and frustration.
Share digital menus directly with guests and mark items as unavailable to prevent accidental purchases. When you update the item to show as unavailable, guests will automatically see it in the digital link. This feature helps avoid refund hassles and last-minute explanations. If an item goes out of stock, [create a task for your team](/platform/tasks) to restock it and resume sales smoothly.
### What is a Mini App?
With [Akia’s Mini App](/platform/mini-apps), you can create customizable digital guides, [registration cards](/platform/digital-check-in), surveys, order menus, and more using a drag-and-drop interface. With text messaging achieving open rates of 98%, sending these via text ensures your guests see your message and respond immediately.
### How to mark items as Out of Stock:
1. Navigate to your Akia portal.
2. Click on the Mini Apps icon.
3. Select Collections on the right side of the page.
4. Click the Menu on the left side
5. Locate the item that is unavailable and click on it.
6. Toggle the button off (it will turn gray) to mark the item as unavailable.
### Here’s how it will appear in your Mini App.
---
# Manage transactions in Akia Pay.
URL: https://www.akia.com/blog/manage-transactions-in-akia-pay
For properties using Akia Pay, our improved Payments page layout lets you view and manage your transactions with ease-right from the platform.
### Here’s what’s new:
- View transaction instantly: Access a detailed table of all your transactions, giving you a clear overview of payment activity.
- Manage payments like a pro: Soon, you’ll be able to issue refunds, partial refunds, and even export payment data.
### Heighten security and defend against fraud:
- **Fraud Prevention with [Digital Credit Card Authorization](/platform/third-party-authorizations):** Prevent fraud by authorizing credit cards digitally before guests arrive, avoiding costly chargebacks and disputes.
- **[3D Secure Payment in Mini Apps](/platform/mini-apps):** Guests receive a verification code while purchasing, enabling instant bank verification and avoiding manually charging guests later on.
- **PCI Compliance:** Akia is PCI compliant, keeping your guest's financial data secure and reducing liability for your property.
---
# Akia and roommaster deliver personalized guest experiences
URL: https://www.akia.com/blog/akia-and-roommaster-deliver-personalized-guest-experiences
Akia, the leading AI-Powered [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty) platform, is excited to highlight its partnership with roommaster, a leading provider of property management solutions. This integration allows hospitality businesses to personalize [guest experience](/platform/guest-experience)s, improve communication, and streamline operations.
By integrating Akia's guest journey platform with roommaster , hotels have access to a comprehensive digital toolkit that includes [contactless check-in](/platform/digital-check-in), automated messaging, [personalized upsells](/platform/upsells), and digital registration features. This integration not only streamlines daily operations but also enables properties to deliver more memorable service – meeting the growing demands of hospitality guests.
> “Akia is all about creating less work and more flow for our hospitality partners. By seamlessly integrating with roommaster, we make opportunities like custom [arrival guides](/platform/guidebooks), email marketing, and [digital surveys](/platform/surveys) easier than ever.”
> **– Frederik Hermann, VP of Marketing at Akia**
## **Akia and roommaster: A Growing Partnership**
As guests’ needs grow every year, Akia and roommaster will continue to innovate. The hospitality landscape is ever-changing, and companies that are willing to evolve to meet new expectations and embrace new technologies are poised for success. This future-focused attitude, all while maintaining a personalized touch that guests love, defines the partnership.
> “roommaster’s mission has always been to empower hospitality businesses with the tools they need to succeed. By working with Akia, we continue to offer our clients cutting-edge guest engagement solutions that align with the modern traveler’s expectations.”
> **– Visha Kugan, Director of Marketing at roommaster**
## **About Akia**
Akia is an AI-powered guest engagement platform designed to streamline operations and elevate guest satisfaction – through advanced automation, messaging, mobile check-in, digital surveys, F&B menus, arrival guides, and much more. All this is accomplished through Mini Apps: a personalized mobile experience that doesn’t require developers or downloads. Akia helps hospitality businesses deliver exceptional guest experiences.
## **About roommaster**
roommaster, previously known as innQuest, is a comprehensive hotel management platform built specifically for independent hotels, hotel groups, and B&Bs. Our unified ecosystem combines PMS, booking engine, channel manager, revenue optimization, guest communication, and integrated payment processing to eliminate operational silos and streamline workflows.
With hotel operations at its core, roommaster reduces administrative clicks while providing real-time visibility across all aspects of your business. The platform features 100+ marketplace integrations, automated guest communications, dynamic pricing tools, and connections to 300+ OTAs. Our 24/7/365 support team consists of hospitality specialists who understand both technology and real-world hotel operations.
Properties typically experience 30% reduction in administrative workload and 15-30% increase in direct bookings. More than software, roommaster serves as your strategic technology partner for sustainable growth.
For more information about this partnership, please visit [akia.com](/) or [roommaster.com](https://roommaster.com).
---
# Ensuring your guest security with door code automation
URL: https://www.akia.com/blog/ensuring-your-guest-security-with-door-code-automation
For property managers overseeing dozens of listings, visiting and changing locks manually for each property can be a daunting and inefficient task. This is why many managers don’t regularly update their locks, potentially compromising security. Akia’s [automated door code system](/platform/keyless-entry) offers a solution to this problem, ensuring security and ease of management across all your properties. See how you can manage generating and distributing door codes to guests remotely.
## Security protocol
Implementing automated [door codes](/platform/keyless-entry) involves several security protocols to ensure safety and reliability:
**Unique codes for each stay**: Generate a unique code for each guest that expires at checkout, preventing any reuse of codes by previous guests.
**Remote management**: Utilize systems like Akia integrated with your Property Management System (PMS) to manage and update code remotely.
**Real-time monitoring:** Keep track of who accesses each property and when, ensuring any unusual activity is quickly identified and addressed.
## Why choose Akia?
1. **Automate [digital check-in](/platform/digital-check-in):** Akia combines digital check-in with automated door code generation and distribution. Guests receive their door code on their mobile phones at check-in time only if they completed [ID verification](/platform/digital-check-in), reducing manual intervention in generating and sending codes for each guest at each property.
2. **Increase upsells with early check-in and late checkout:** Dynamically generates code extensions for early check-ins and late checkouts to [maximize upsells](/platform/upsells). Create a mini app of a rental agreement offering early check-in, and a checkout form that offers late checkout. Access codes are automatically deactivated upon guest departure. According to Oracle, “[37% of travelers are willing to pay for early check-in and late checkout](https://www.oracle.com/news/announcement/oracle-hospitality-in-2025-consumer-research-study-2022-06-01/),” highlighting the potential for additional revenue.
3. **Centralized platform:** Manage check-ins, [guest messaging](/agents/guest-messaging), and door codes in one place. By integrating with smart lock systems such as August, Schlage, Yale, SmartThings, Nuki, TTLock, Kwikset, Igloo Home, and Wyze locks, Akia allows property managers to control all aspects of guest access from a single platform, making it easier to handle multiple properties and monitor access.
## Conclusion
Implementing Akia’s automated door code system ensures guests feel safe and provides a seamless check-in experience, leading to higher guest satisfaction and better reviews.
New to this? Start with the basics of [how hotel keyless entry works](/blog/hotel-keyless-entry).
---
# Reduce room entry delays with master codes.
URL: https://www.akia.com/blog/reduce-room-entry-delays-with-master-codes
Juggling multiple access codes can be a hassle, especially during emergencies or when staff need quick entry to multiple units. Imagine the hassle of searching for the right code when a maintenance issue arises or when housekeeping needs to access several rooms in a hurry. Akia’s Device Management: Master Codes feature allows properties to [configure master codes](/platform/keyless-entry) that remain active across one or multiple devices. Master codes sit on top of the same [keyless entry setup](/blog/hotel-keyless-entry) your guests use.
1. Emergency maintenance - When guests request urgent assistance, the maintenance team can quickly access the affected room using the master code, reducing delays.
2. Housekeeping efficiency - Housekeeping staff need to clean multiple rooms and can quickly access all of them without juggling physical keys and multiple codes.
3. Last minute room changes - If a guest wants to change rooms due to a disturbance, you can immediately send the master code, reducing wait time.
### How to create master code in Akia:
1. Click on your profile on the top right. In the drop down, click on Settings.
2. On the left column under Property, click Devices.
3. On the left where it has options for Device or Master Codes, toggle to Master Codes.
4. Click Add Master Code, and continue setting up the master code.
---
# Akia Announces Integration With Jonas Chorum
URL: https://www.akia.com/blog/akia-announces-integration-with-jonas-chorum
Akia is excited to [announce](https://www.hotel-online.com/press_releases/release/jonas-chorum-announces-integration-with-akia-guest-messaging-platform/) a direct integration with Jonas Chorum, a suite of streamlined, intuitive and flexible property management solutions. With this integration, Akia will enable Jonas Chorum clients to leverage contactless communication to keep guests safe and comfortable during their stay. With Akia, mutual clients will also be able to improve hotel ratings, increase revenue through upsell opportunities, market promotional offers to guests, and recover their service when necessary.
“Contactless solutions are no longer just novelties for the hospitality industry – they are critical components for hotels to operate during the ongoing pandemic,” said Evan Chen, CEO of Akia. “We are in this together. This partnership with Jonas Chorum will strengthen and enable hotels across the U.S. to open safely.”
Jonas Chorum increases operating efficiencies by streamlining the management process from beginning to end. With their intuitive and easy-to-use operations solutions, they empower their clients to deliver personalized [guest experience](/platform/guest-experience)s.
“We are pleased to offer a contactless communication solution for our clients to engage with their guests, which has become increasingly more important as a result of the ongoing pandemic and the need to socially distance,” stated Mark Loyd, president of Jonas Chorum. “This integration will truly help streamline hotel operations, leveraging contactless check-in functionality and text message communication, which will empower hotels to deliver the experience travelers today are looking for.”
[Jonas Chorum](https://www.jonaschorum.com/) is a suite of cloud-based property management solutions, designed to provide hotels with everything they need to operate more efficiently and cost-effectively. Built on the Jonas ARC™ platform, a proven, open integration platform that seamlessly connects all Jonas Hospitality products, as well as third-party systems, Jonas Chorum offers the perfect combination of full-feature tools, affordability, and uptime. The result is a truly holistic solution that is both device and platform agnostic, allowing users to manage single or multiple properties from any location, eliminating the need for on-site IT resources and servers. To learn more about Jonas Chorum, please visit [jonaschorum.com](https://jonaschorum.com/).
---
# Akia and SkyTouch Technology Announce a Direct Integration via SkyTouch
URL: https://www.akia.com/blog/akia-and-skytouch-technology-announce-a-direct-integration-via-skytouch-connect
Akia is happy to announce a direct integration with SkyTouch Technology, a provider of cloud-based hotel management tools. The integration between Akia and SkyTouch’s /CONNECT platform enables hoteliers to intelligently manage their hotel operations. Akia aligns with SkyTouch’s vision to support hotels in maximizing efficiency and increasing revenue. This important integration will empower more hotels to focus on providing the best possible [guest experience](/platform/guest-experience)s.
With this integration, SkyTouch will automatically sync with Akia to provide all relevant information about guests. Akia can then allow hotels to engage with guests via text message, saving time and personalizing the guest experience even more.
“We are looking forward to working with SkyTouch, an organization that is deeply committed to modernizing hotel operations and personalizing their service to each client’s individual needs. We are excited to be able to serve more hotels together as we move forward into a new age of hospitality,” said Ryan Kanoknukulchai, Director of Partnerships at Akia.
“Integrating with Akia using the SkyTouch /CONNECT technology platform will provide our customers’ hotel staff with a seamless solution that enables touchless communication with the guest to personalize their stay.” says Peggy Paulic, SkyTouch Technology Product Manager.
As the guidelines around travel and social distancing continue to change over the course of this year, Akia and SkyTouch aim to support hotels as much as possible in the overall recovery process. Helping hotels effectively recapture demand and smoothly adapt to the changing hospitality landscape is both Akia’s and SkyTouch’s top priority. Akia and SkyTouch have high hopes for this year, and we look forward to the future together.
For more on the SkyTouch x Akia integration, please visit [https://www.akia.com/integration/skytouch](https://www.akia.com/integration/skytouch)
**ABOUT SKYTOUCH**
[SkyTouch Technology](https://skytouchtechnology.com/) is the provider of a widely used cloud-based property management system. Built in the cloud by hotel professionals for hotel companies, the SkyTouch hotel operations platform is designed to help hotel executives meet their most important strategic objectives: to enhance the guest experience, advance performance, and achieve growth while evolving with changing market needs. Accessible from anywhere, the SkyTouch PMS provides visibility and control of operations through real-time, impactful business analytics that help improve hotel guest experience, operational decision-making, and financial results for today’s hotelier. SkyTouch provides an integrated approach to online hotel reservations that fits any size property. For more information about SkyTouch Technology, visit [www.skytouchtechnology.com](https://skytouchtechnology.com/)
SkyTouch, SkyTouch Technology, and SkyTouch Hotel OS are proprietary trademarks and service marks of SkyTouch Solutions, LLC.
---
# Akia Raises $6 Million in Series A Funding to Scale Automation Technology
URL: https://www.akia.com/blog/akia-raises-6-million-in-series-a-funding-to-scale-automation-technology
#### Akia Raises $6 Million in Series A Funding to Scale Automation Technology
***The Series A funding led by Altos Ventures will enable Akia to scale its automation technology to help businesses manage the ongoing labor shortage.***
**SAN FRANCISCO, January 19, 2023**\--([BUSINESS WIRE](https://www.businesswire.com/))--Akia, a customer experience automation platform, today announced a $6 million Series A funding round. California-based venture capital firm Altos Ventures led the financing with additional participation from GSR Ventures, who led the previous seed round.
Since launching in 2019, Akia has consistently achieved 3x year-over-year growth, operating primarily in hospitality. The current market conditions, ongoing labor shortage, and post-pandemic impact have increased demand for Akia's automated customer engagement framework. Akia has helped thousands of businesses eliminate monotonous paperwork, automate processes and drive engagement to better serve consumers and increase efficiency.
In an app-fatigued world, where over 75% of app downloads are not used more than once, Akia’s [Mini Apps](/platform/mini-apps) are mobile experiences that don’t require download or login. From the business perspective, where native apps fall short - costs, maintenance, and engagement challenges - Mini Apps fill these gaps with better accessibility and usability. Companies using Akia’s platform produce more results by leveraging Mini Apps to automate and expedite day-to-day processes like identity verification, security deposit collection, or even [contactless hotel check-in](/platform/digital-check-in).
"Securing this new round of funding from Altos is really a validation of our vision," said Evan Chen, CEO of Akia. "Consumers are tired of poorly made chatbots, waiting on hold for call centers, or downloading apps for single use. We are committed to developing innovative products and services that help businesses respond more effectively and quickly to the changing needs of their customers."
The shift towards a contactless first approach and the ongoing staff shortages have created a prime opportunity for Akia to make a splash in the market. Akia is well-positioned to take advantage of these favorable conditions and will continue to expand its reach and impact.
"Akia is paving the path for the next generation of tech-enabled services," said Jim Dai, Partner at Altos Ventures. "The hospitality sector has faced numerous challenges in recent years and will need a system like Akia to delight customers while improving efficiency. We are thrilled with Akia's momentum and have complete confidence in its leadership and long-term vision."
### About Akia
Akia is an automated customer engagement platform designed to streamline operations for service businesses. Akia integrates with other technologies, including management systems and hardware platforms, to enable its customers to do even more through communication. For more information, visit [www.akia.com](https://cts.businesswire.com/ct/CT?id=smartlink&url=http%3A%2F%2Fwww.akia.com&esheet=53283441&newsitemid=20230119005776&lan=en-US&anchor=www.akia.com&index=1&md5=8cc1a8da74d063c3c5fdf077f5b11aed).
### About Altos Ventures
Founded in 1996, Altos Ventures is a technology investment firm based in Silicon Valley. Through patient and pragmatic investing, Altos partners with early to growth stage technology companies operating in consumer and enterprise sectors, with the goal of building durable and compounding businesses over decades. As a registered investment advisor (RIA) with the SEC, Altos has a uniquely flexible, long-term, and concentrated approach to venture capital, supporting the full lifecycle of companies from inception to global growth and profitability. For more information, please refer to [www.altos.vc](https://cts.businesswire.com/ct/CT?id=smartlink&url=https%3A%2F%2Fnam02.safelinks.protection.outlook.com%2F%3Furl%3Dhttps%253A%252F%252Fc212.net%252Fc%252Flink%252F%253Ft%253D0%2526l%253Den%2526o%253D3624104-1%2526h%253D1117666901%2526u%253Dhttp%25253A%25252F%25252Fwww.altos.vc%25252F%2526a%253Dwww.altos.vc%26data%3D05%257C01%257CJim%2540altos.vc%257Cb20f52b2a1a649cf914008daf4154861%257Cb3e7e7145a6f4c7ca914ffe1bc7f33a4%257C0%257C0%257C638090669496448801%257CUnknown%257CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%253D%257C3000%257C%257C%257C%26sdata%3DzK6%252Fv%252BsWQP2WriT3e4bDtR1fUdJNTpaa4dtyDliwr4A%253D%26reserved%3D0&esheet=53283441&newsitemid=20230119005776&lan=en-US&anchor=www.altos.vc&index=2&md5=9539af1dd8c7a935f6233bd254ec0ae4).
View source version on businesswire.com: [https://www.businesswire.com/news/home/20230119005776/en/](https://www.businesswire.com/news/home/20230119005776/en/)
---
# Akia and rezStream Partner to Bring Contactless Solutions to Hotels
URL: https://www.akia.com/blog/akia-and-rezstream-partner-to-bring-contactless-solutions-to-hotels
Akia, the artificial intelligence-powered guest messaging service, is happy to [announce](https://hoteltechreport.com/news/akia-and-rezstream-partner-to-bring-contactless-solutions-to-hotels#:~:text=Akia%20and%20rezStream%20Partner%20to%20Bring%20Contactless%20Solutions%20to%20Hotels,-NEWS%20PROVIDED%20BY&text=Akia%2C%20the%20artificial%20intelligence%2Dpowered,hotels%20across%20The%20United%20States.) a new partnership with rezStream, a full-service Property Management System (PMS), to bring contactless solutions to more hotels across The United States. rezStream services boutique hotels in the US with a focus on the entire [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty). They do this by integrating reservation software, website and internet marketing technology into an ecosystem of connected services.
“rezStream is a highly trusted Property Management System with a strong dedication to excellent service for their clients. It’s no wonder why they have such a high customer satisfaction rating,” says Evan Chen, CEO of Akia. “It’s been incredible working with the rezStream team to bring more services to our mutual clients, and we look forward to providing exceptional experiences as we move forward in our integration.”
“Working with Akia on the rezStream Cloud/Akia Guest Messaging integration was a natural step to enhance our hotel’s ability for contactless check-in”, says Christian Holmsen, CEO of rezStream. “Akia has been great to work with, their platform is very user friendly, and they understand the power of ‘mobile first.’”
Our mutual clients have also expressed praise for the integration. “We were already using rezStream here at Ballard Inn, and the onboarding process for Akia was super quick and easy for us,” says Christine Forsyth, Hotel General Manager at Ballard Inn & Gathering Table. “Our guests and staff have really appreciated the digital registration card to keep contact at a minimum.”
“The customer support team at Akia has been extremely attentive and helpful whenever we had any questions or issues. They always got back to us really quickly,” says Frederick Hidalgo, Hotel General Manager at Napili Sunset Beachfront Resort.
With COVID-19 still ongoing, it’s essential for the hospitality industry to do everything it can to provide guests and staff with a safe and comfortable experience. In the past few months, Akia has been helping hotels adapt to new safety protocols with our contactless solutions. One of our key benefits is our [Digital Registration Card](/platform/digital-check-in), which guests can sign over text message before their arrival. This agreement helps to reduce high-touch points at the front desk while maintaining excellent customer service.
Recently, Akia has updated the Digital Registration Card with some new features: ad hoc agreements and government ID photo captures. Hotels can now easily generate new agreements on the fly and immediately text a guest additional agreements.
---
# How to implement ID verification?
URL: https://www.akia.com/blog/how-to-implement-id-verification
Guests are getting creative in bypassing the check-in process. Fraud attempts, fake ids, etc. are a part of their plan. But imagine having to manually verify each and every guest. Automating precautions BEFORE their arrivals will stop them from staying the night. Accurately [verify guest’s driver’s license and passports](/platform/digital-check-in), photo, and name on reservation.
*Google suggested searches imply that many guests consider how they can bypass security measures.*
## How to set up ID scanning in Akia?
Akia’s verification works by: extracting the name from the ID and comparing it with the name on the reservation, and also compares the image on the ID against the selfie.
### Set up ID verification in Akia:
1. Navigate to the [Mini App Editor](/platform/mini-apps) and click Edit in the top right
2. Under Form, drag and drop the ID Verification component and photo upload into the Mini App
3. Click on Save Changes
4. Don’t forget to Publish!
### How to see if a guest is verified?
We have an ID verified widget in the text thread that will indicate if they are verified or not.
---
# Streamline your guest communications with our Airbnb integration.
URL: https://www.akia.com/blog/streamline-your-guest-communications-with-our-airbnb-integration
Communication with guests is key to a great stay. Airbnb changed the game for [short and long term rental bookings](/solutions/vacation-rentals), and Akia is here to make guest chats a breeze.
A [unified inbox](/agents/guest-messaging) allows users to consolidate messages from various channels such as OTA, social, etc. into a single platform, streamlining communication management. Users can view and respond to emails, text messages, OTA, etc. eliminating the need to switch and check between multiple applications or interfaces.
Akia can further enhance the inbox by now displaying all conversations in a single thread, instead of toggling between messages from different platforms like Airbnb. There’s no need to switch between Airbnb, text messaging, and email because properties can now see it within a thread once the guest books their stay.
## Key Features:
- Unified Conversation thread - Airbnb messages, SMS, and email seamlessly merge into a single conversation thread for easier management.
- Streamline your guest communications with our Airbnb integration - Each reservation inquiry arrives in a dedicated thread with a direct link to the Airbnb listing, ensuring you stay on top of every potential opportunity.
- Communicate with your guests just like you would on SMS or WhatsApp, and reply directly to their Airbnb inbox within the Akia platform without needing to log in to Airbnb.
- Akia’s AI handles guest inquiries from Airbnb, automatically responding to guest questions and messages.
Akia’s integration with Airbnb makes it easy for hosts to communicate with guests. With a unified inbox, all messages are in one place saving time and ensuring nothing gets missed. This simplifies guest interactions and contributes to a better overall experience for hosts and guests.
---
# Spot guest request patterns with intent-based heatmaps.
URL: https://www.akia.com/blog/spot-guest-request-patterns-with-intent-based-heatmaps
Guests might ask for the same things repeatedly, but without a detailed, consolidated report, these patterns can go unnoticed. Seeing a better view with an Intent-based Heatmap allows you to see exactly what your guests are asking about, such as WiFi details, item requests, amenities, or special services, etc. By breaking down these inquiries by time, you can identify patterns and peak times for certain requests.
### Some examples of guest requests:
1. Late checkout - Guests often request [late checkouts](/platform/upsells) at specific times, which can help you determine the best times to offer this option in the future. Offering late checkouts during peak demand periods can increase revenue as part of the [guest journey](/blog/mapping-a-guest-journey-that-wins-loyalty).
2. Dining and room service request - Guests frequently inquire about dining options, indicating a strong interest in available food services. By offering a variety of menu options, you can encourage guests to dine on-site and enhance their overall experience.
3. Housekeeping request - Guests may request additional towels or toiletries, revealing preferences for specific amenities. This information can help you stock rooms accordingly and refine housekeeping schedules and inventory management to meet guest needs efficiently.
### How to view your Intent-based heatmap
1. Navigate to the Analytics tab.
2. Scroll to find the Intent Analysis report.
You can also see all your additional reports here such as Activity Heatmap, Guest Ratings, Response Time, Revenue Generated, etc.
Seeing common requests can help you anticipate guest needs and allocate resources more efficiently, ensuring your team is proactive and provides timely assistance. By analyzing these requests and trends, properties can make data-driven decisions to enhance services, improve resource allocation, and create a more personalized experience for guests.
---
# Upsell Guests With New Digital Booklet Components
URL: https://www.akia.com/blog/upsell-guests-with-new-digital-booklet-components
**Digital Booklets:** Previously known as Digital Compendiums, Akia’s [Digital Booklets have been updated](/platform/guidebooks) to enable personalization and to include new components for various functions. Hotels can make each booklet unique to the guest in order to render personalized information, such as agreements and food orders. Hotels can also create multiple booklets and a widely shareable version. As for the new components, here are some updates:
- **Digital Registration Cards:** Hotels can include [digital registration forms](/platform/digital-check-in) directly on the Digital Booklet. Completed Digital Registration Cards will now also automatically redirect to the booklet, so hotels can introduce arriving guests to their hotel and upsell them on various offers.
- **Videos:** Hotels can now include links to YouTube videos. Input any relevant videos that showcase your various offers or inform guests about processes that are unique to your property, such as an instructional video on how to turn the shower on.
- **Carousels:** Hotels can use these to highlight their various offers and activities in order to [upsell guests](/platform/upsells). They can also use these to showcase local attractions that guests could find interesting.
- **Social Media Buttons:** Hotels can include button links to their social media profiles, so guests can engage with them on their preferred social media networks.
- **Tables:** Hotels can display any relevant information in a table format. A relevant example would be check-in and check-out times.
**Textbox Tokens:** Textboxes now have tokens that serve as shortcuts to various inputs, such as guest names or registration forms. Hotels can simply select the inputs from a dropdown menu and Akia will automatically replace them with the relevant text or link, saving hotels time when crafting messages.
**Partner Modules:** Akia now supports partner modules directly on the user interface. As an example, Akia can integrate with task tools such as Knowcross, and tasks created in Akia's guest pages will directly create tasks in Knowcross, which can save time for hotel staff.
---
# Sync guest data directly from your PMS
URL: https://www.akia.com/blog/sync-guest-data-directly-from-your-pms
Effortlessly capture guest data and sync all your important guest information from your PMS to Akia. Ensure that all guest information and custom data fields are seamlessly integrated, enabling you to pull important data for your guest communication.
### Benefits of custom fields integrated with Akia:
1. Seamless data integration: Automatically sync custom fields from your PMS to Akia, eliminating the need for manual input, and relying on assistance.
2. Personalized [guest experience](/platform/guest-experience): Capture and store specific guest preferences to tailor communications and enhance their stay.
3. Improved data management: Centralize guest data within Akia to ensure accuracy and accessibility for your staff.
### How to set up custom fields in Akia:
1. Click on your profile on the top right. In the drop down, click on Settings.
2. On the left column under Utilities, click Custom Fields.
3. Click the + sign to add a custom field
4. Name the label, select the type, and object.
---
# Photography Tips for Vacation Rentals
URL: https://www.akia.com/blog/photography-tips-vacation-rentals
Of course, the best way to get professional-looking photos is to hire a professional. But if you’re just starting out and you need to get some photos in a hurry, these photography tips should help you present your place in the best light.
Before you start, scrub the place until it shines. Outside make sure the grass is cut and stray leaves have been swept up. Open all the windows and doors. Then it’s ready, set, shoot!
####
## Take more photos than you think you’ll need.
Don’t think of this as taking a few necessary photos. Think of it as staging a photoshoot, and your property is the star. Take way more photos than you will need so you can choose the very best. Capture the room from every angle. This is more than just a way to ensure you get enough photos; it provides more information for potential guests. They may be looking for things you hadn’t considered, like room for a surfboard or a wheelchair. You can’t guess what they’re all looking for, but you can provide the answers by offering an abundance of perspectives on your property.
####
## Let the photos give a tour.
*Open doors to show the layout. Photo by Adam Winger*
Another way to get a variety of photos is to photograph a walkthrough of the property. Start with a photo of the property that will help them find it from the street. Capture a pic of the entry, with the front door open, inviting them in. Take photos that reveal the adjoining rooms and any views beyond.
The photographers I spoke with advised to take horizontal wide shots that show how the space is laid out. “For example, an extra wide shot of the living room can show where the other rooms are in relation to it,” suggests [Erin Derby](https://erinderby.com), an interiors and architectural photographer in NYC with over 23 years of experience. She adds, “Try standing in each corner of each room and taking a photo from there. You might find you need multiple angles of each room, or that an unexpected angle is the one that works best.”
Brian Wittman is not a photographer, but as a multi-state, short-term rental manager he's photographed many rentals over the years. He says, “The tour doesn't necessarily need to be an exact walkthrough of the rental. Highlight common areas like the living room or backyard oasis.”
####
## Set the Stage with props.
*The pool looks lovely but the bubbly creates a scene. Image by Hairboristpro*
Sell the experience you want guests to have. Potential guests are more likely to take action if the photos bring to mind a situation they can visualize. Aiming the camera at the fireplace tells them you have a fireplace. Instead, set the scene a little: a roaring fire, a beautiful hardbound book and a steaming cup of coffee will tell a story of snuggling up to the fire to read. They will be able to picture themselves living that experience. A carefully placed hammock, wine bottle or pitcher of juice can all get the guest imagining experiencing those items. Staging props can also help you find new angles for the photos, as you outfit your rental for the different stories you want to tell. What feeling do you want to invoke?
If you aren’t sure how to stage your rental, try looking up stock photos for the experiences you want your guests to have, such as: cozy winter room, beach fun, or fishing cabin. You can even filter out the photos with people in them to find examples of ways the pros strategically stage props in a room.
####
## Capture what makes your rental unique.
*Capture the details. Photo by Andrea Davis*
When considering props and what to photograph, emphasize the particulars of your location. Wittman gives the example of an Elvis-themed rental, “We made sure to photograph all the Elvis memorabilia and themed Elvis items, like pillows and such.” Even if you don’t have such a specific theme, your props may emphasize geography (snowy cabin vs summer beach) or audience (families vs honeymooners). Be focused when taking photos that play up your theme. Says Wittman, “only things that are very unique do you want to take extra time to photograph, like a wall with electric guitars as wall ornaments.”
####
## Take care with the vertical angle of your camera.
When I think of photography, I think of lighting. But surprisingly the first tip several of these professional photographers offered had to do with simply how you hold your camera (or phone). You probably know to keep the horizon straight, but one sure sign of an amateur is about keeping things *vertically* straight. Derby notes that some amateurs will hold the cell phone at stark angles in the attempt to show a full space. Don’t do it! Instead, Derby advises, “Hold it at stomach level and back into a corner, or even out the door a little, to get a more flattering angle and the widest shot possible.”
[Paige Elizabeth Gribb](https://paigegribbphotography.com), a full-time Paris-based photographer, agrees, adding, “For most interiors, you'll want to lower your camera down to chest height or even a bit lower. But even for details up in high corners, try to get in the habit of physically moving the camera upward as much as you can rather than tilting the lens up. This will make all the vertical lines (doors, walls, windows, etc) look as straight and polished as possible, and make your space look that much more enticing.”
If your camera has a gridlines setting, use it to help get the angle straight.
####
## Natural lighting rules.
You may think the overhead lights are sufficient to take good pictures, but the pros say otherwise. In fact, Derby says not to use your interior lights at all! “To make photos look more professional, turn off the lights inside, and shoot using only daylight,” Derby says.
“Shoot during the time of day when the space gets the most light. Not only will it make the space appear bright and cheery, but various light sources are different colors, and you won't have a mix of those colors. It'll be a much more clean and professional looking shot,” Derby continues.
It helps to think of photography as painting with light. Taking photos with natural light doesn’t only make the space look better and brighter, it will also make the photos more crisp and sharp and thus overall more professional.
Don’t rely on flash!
*Show what guests will expect when they drive up. Note they've swept away any stray leaves and trimmed the bushes. Photo by Hans*
The best way to mess up natural light? Using flash. Flash is useful for candid portraits, where the subjects are a few feet away. It won’t sufficiently and evenly light an entire room. The professional photographers I interviewed know how to make flash work for them, but explain that amateurs should not. “All lights have a color cast that we tend to ignore in real life, but when you’re editing your photos later, you'll start to notice them pretty fast. There's often a huge difference between warm indoor lights and the outdoors,” says Gribb. “If you add flash on top of that, the colors in your space may not look right at all.” Moreover, the flash will make some parts of the room too bright and others cast in shadows. Better to open all the windows and photograph the room during the time of day when it is brightest.
## Edit your photos.
You should not be using the zoom setting on your camera, do your crops when you edit. Instead take the biggest, highest-quality photos you can. Wittman reminds that even if taking pics with a phone ensure it’s on the highest setting and use HDR. “The pictures will be a bigger file, but you'll end up saving them for later.” Crop photos to zoom in on what is working and cut out dull or unnecessary areas of the image.
Increasing the brightness and saturation a little can go a long way. Use the white balance feature to correct colors that are making your whites look slightly blue or yellow.
Be wary of editing your photos on a phone, where the small size makes it hard to make out details. Avoid using filters since they stylize a photo too much. Guests want to see the room, not an artistic rendering of it. If you’re not comfortable with doing your own photo editing, Wittman suggests using a site like boxbrownie.com for simple enhancements.
## Great photos do more than just show off your rental.
Not only do photos capture attention and show guests what the vacation rental has to offer, the quality of your photos establishes credibility and professionalism. Put yourself in the guests’ shoes. Who is likely to offer a more accommodating experience: the host with a few dark photos, or the one with numerous, brightly-lit, well-staged images? Being a great host is about the details; this is one guests will notice even if they don’t have the artistic background to say why.
As World Photography Day approaches, remember there are other ways you can partner with local photography pros besides hiring them to capture your rentals. We shared some [ways you can take advantage of this holiday to both promote your hotel or short-term rental](https://www.akia.com/blog/photography-day-hotels) and elevate a local photography business.
Now that you have some gorgeous photos of your rental, send them via text message to your guests with an [Akia digital welcome guide or registration form](https://www.akia.com/features/mini-apps).
---
## Case studies
# Habitue Homes — AI Agents keep guest messaging consistent across its international team.
URL: https://www.akia.com/case-studies/ai-agents-keep-guest-messaging-consistent-across-its-international-team
## Challenge
Habitue Homes [runs around 50 vacation rentals](/solutions/vacation-rentals) with a small team that handles guest messages from the Philippines. Most questions are the same — Wi-Fi, door codes, directions — and each needs a fast, accurate reply day or night. The challenge was consistency: when replies come from multiple people and a different country, small differences in wording stack up across thousands of messages.
---
## Solution: One voice across your staff.
When a guest texts a question, Akia grabs Habitue Homes property’s details and drafts the full reply, so that the team member can quickly scan and approve the response.
> "They get a script and send it. It saves them time, and it's made [our communication and tone of voice more consistent](/agents/guest-messaging) across the board."
Onboarding is where the difference shows up fastest. A new hire doesn't have to learn how Habitue Homes talks to guests, because the drafts already carry that voice.
> "Having Akia makes it easier for me to teach a new team member, here's how we talk to guests, because 95% of all our communication flows through Akia. Employees can just jump right in. They don't need a ton of training."
It starts with setting up your policies and instructions so that the Agent can learn how to communicate with guests.
---
## Built on top of Streamline.
Akia runs alongside [Streamline PMS](/marketplace/streamline). The integration pulls property details straight into Akia's AI Agent, so when a guest asks a question, the answer is already grounded in that specific unit. Door codes move on their own: Akia pulls in the PointCentral code and sends it to the guest automatically, with no one on the team having to look it up.
> "The integration between Streamline and Akia is good. It pulls in the PointCentral code and sends it out, and that all happens automatically. My teammates don't even have to think about it. It extracts a lot of the property information into the AI Agent, which is fantastic."
Daniel's read on the two-system setup is straightforward: Streamline is the powerful back end that holds everything, and Akia is the front-of-house layer the team lives in every day.
> "Akia is an essential add-on to Streamline. We use it every single day, every employee on my team uses it, and the integration is fantastic."
---
# The Bellmoor Inn & Spa — How an EOS Hospitality property manages communication for their hotel and the spa bookings.
URL: https://www.akia.com/case-studies/how-an-eos-hospitality-property-manages-communication-for-their-hotel-and-the-spa-bookings
## Challenge
### Adding two-way guest conversation to the spa workflow.
On the spa side, communication wasn’t just about sending reminders. It also meant handling earlier openings, schedule changes, and guest questions in the moment, and their existing setup wasn’t built for that kind of back-and-forth
### Phone tag for routine hotel and spa questions.
Front desk staff were getting slowed down by the back and forth phone calls around guests calling in on common guest questions like policies and amenities.
## Solution
The Bellmoor used Akia as the communication layer for both hotel and spa guest interactions.
### Two-way texting across the guest journey.
Akia gave staff a faster way to communicate with guests in real time by answering questions, confirming details, or reaching out when availability changed. [Automated responses](/agents/guest-messaging) helped handle common guest questions like parking, pet policy, and similar FAQs, allowing staff to work more efficiently.
### More flexibility for spa scheduling.
For spa scheduling, Akia provided a flexible communication option the team did not have through its spa system alone. Garth said Akia makes it possible to text guests directly when earlier openings become available and offer to move an appointment up. While The Bellmoor is still building that process out on the spa side, he sees it as a valuable capability for making guest communication around scheduling more dynamic.
As Garth put it, Akia could message guests directly:
> “Would you like to come in a little bit early? We can actually move you up 30 minutes.”
### Faster check-in's through pre-registration.
[Akia's Registration Card](/platform/digital-check-in) lets The Bellmoor Inn & Spa collect guest details such as email, anniversary, birthday, vehicle, and more before arrival, so staff know who's coming and can prepare ahead of time. It also spells out policies up front, so guests know what to expect at check-in.
### A channel that works across demographics.
The Bellmoor opens a communication channel that caters to their older and younger guests so it makes it convenient for guests to reach them on any potential issues and requests.
---
# The Guesthouse Hotel — Pre-arrival, automated: less time responding, more revenue per stay.
URL: https://www.akia.com/case-studies/pre-arrival-automated-less-time-responding-more-revenue-per-stay
## Prior challenge before Akia.
Before using Akia, The Guesthouse Hotel didn’t have a consistent way to prepare guests ahead of arrival. Important steps like completing required information and understanding property-specific policies often happened during check-in instead of before arrivals, creating more bottlenecks and delays.
Because the property operates differently from a traditional hotel such as having later arrival times, earlier check-out times, and no daily housekeeping, setting expectations in advance was especially important but difficult to do consistently.
The team also didn’t have a way to introduce add-ons like parking or amenity packages before arrival, limiting opportunities to generate upsell revenue earlier in the guest journey.
## Solution
[Using Akia alongside Opera](/marketplace/opera), The Guesthouse Hotel introduced a structured guest journey that shifted key arrival steps earlier in the stay and helped guests understand what to expect before they arrived. The team now uses [automated pre-arrival messaging and AI Agents](/agents/guest-messaging) to answer common guest questions and reinforce policies before check-in.
Guests frequently ask about it before they arrive, and instead of staff responding to each inquiry, the AI Agent now provides details on pet policies, pricing, early check-in availability, and incidental holds early in the conversation. Guests arrive prepared, and the front desk stops answering the same multiple times a week. When the AI Agent drafts a reply, staff can approve it as-is or edit and send in a few seconds.
The property also introduces add-ons earlier in the journey. Parking and amenity packages: sauna blanket sessions, red light face mask treatments, and bundled experiences get presented before check-in instead of only being offered at arrival.
> "We have seen [an increase in upsells like parking and amenity packages](/platform/upsells)."
The team also uses the AI Agent's intent tagging to understand what guests care about most. Every conversation gets categorized by what the guest is actually asking about — in-room assistance, room readiness and early check-in, local recommendations, valet and parking, and more, so the team can see at a glance where guest attention is going and where to focus their pre-arrival messaging next.
Together, these changes helped The Guesthouse Hotel set expectations earlier, reduce arrival confusion, and bring offers up before guests check in.
---
# Faria Resorts — Faria Resorts drove $89K in post-stay revenue in one month.
URL: https://www.akia.com/case-studies/faria-resorts-drove-89k-in-post-stay-revenue-in-one-month
## Challenges
Prior to adopting Akia, Faria Resorts faced a range of marketing challenges:
- **Manual audience management** — Additional steps from exporting their guest list from their PMS ([Streamline](/marketplace/streamline)) and importing into their email platform manually.
- **Limited visibility into who actually booked** — Could not identify which specific guests converted from a campaign, making ROI measurement difficult.
- **No centralized marketing hub** — Email, reservations, and guest data lived in separate, disconnected systems.
## Solutions
When Faria Resorts discovered that Akia offered [email marketing](/platform/marketing) fully integrated with their existing Streamline PMS, the decision to switch was straightforward. A platform that they could sync data directly from their PMS to create audiences, track conversions and revenue, and a platform that was easy to learn and use.
### Seamless PMS integration & audience syncing.
One of the most immediate wins was spending less time on manual list management. [Akia's rule-based audience feature](/platform/crm) connects directly to Streamline, allowing her to build dynamic guest segments such as future arrivals, return guests, stays during specific seasons — without ever touching an export/import workflow. Audiences update automatically as new reservations come in, meaning her lists are always current with zero maintenance overhead. Enabling hyper-targeted campaigns tailored to the right people at the right time.
### Link tracking & real booking attribution.
Can see exactly which guest clicked an email and made a booking. Akia's link tracking traces the email opens through to reservations, giving Faria Resorts genuine visibility into campaign performance. The platform's conversion tracking distinguishes between standard bookings and quote requests.
This clarity allowed them to easily track and double down on what works. Successful campaigns targeting past guests — highlighting seasonal amenities, upcoming events, and limited-time offers.
### Faster execution and easier campaign workflow.
Akia's intuitive drag-and-drop email builder lets Jenelle spin up campaigns quickly, a meaningful change for a lean marketing operation. She's gone from sending occasional blasts to quickly shipping 4 this month, with clear intent behind each one.
The reduced friction means more campaigns get out the door, and more opportunities get in front of guests.
> *"I've been sending a lot more frequent emails just because it's really easy to just hop in here and build something really quick."*
---
# Weekender Hotels — Weekender Hotels: Simplifying multi-property operations
URL: https://www.akia.com/case-studies/weekender-hotels-simplifying-multi-property-operations
## Challenge
Weekender Hotels operates multiple boutique properties with limited front desk coverage. Before Akia, they were managing operations across different tools that didn't talk to each other, making it harder to manage:
- **Manual key code distribution:** GMs spent hours per day manually texting codes to guests after housekeeping confirmed rooms were clean, while fielding constant "Where's my key code?" interruption calls.
- **Fragmented guest experience:** Guests navigated separate platforms for guidebooks (PDF downloads that weren't mobile-friendly), check-in’s, messaging, and tipping.
- **Clunky backend workflows:** Editing automations required multiple steps and wasn’t super intuitive.
- **No data flow between systems:** Staff couldn't see guest status across platforms, leading to duplicate work and harder to identify revenue opportunities.
## Solution
When Weekender Hotels [switched to Mews PMS](/marketplace/mews) and Akia, they consolidated their entire guest experience into one place, and the direct integration helped create a fully automated operation.
### Fully automated contactless check-in.
##### Akia ↔ Mews ↔ Goki integration creates a connected workflow:
- Guest receives [online registration card](/platform/digital-check-in) through Akia at booking.
- Housekeeping marks room clean in Mews PMS.
- At 3pm, Akia automatically pulls room status from Mews and triggers [key code delivery](/platform/keyless-entry) from Goki.
- Guests are texted the access code.
### Unified guest messaging.
- Guests can text back directly, creating a [two-way conversation](/agents/guest-messaging) that feels personal, even without someone physically at the front desk.
- Setting up automated messages and journeys are intuitive, compared to their previous platform where editing automations required multiple steps and clunky workarounds.
### All guest touchpoints in one platform.
Instead of juggling multiple tools, Akia serves as the single interface for:
**Mini Apps** – Design branded web pages and text guests all the important information they need in a mobile friendly format.
- **Online registration** - Text guests the check-in form before arriving. **Mews integration** provides real-time guest data and room status to trigger automated messages.
- **Digital guidebooks** - Guests can access key information about their stay upon check-in completion such as experiences, hotel info, and food.
- **Upsells** embedded in the check-in flow (pet fees, early check-in, late checkout) presented in a clean visual format that encourage purchases.
---
# Rambla — Contactless property maintains high guest services with AI Agents.
URL: https://www.akia.com/case-studies/rambla-a-contactless-property-maintains-high-guest-services-with-ai-agents
## Challenge
**Scaling operations across multiple properties:** As Rambla grew from one property to five, they needed a way to take on new locations without adding an onsite front office team for each one. From centralizing their front office and reservations team, they’re able to manage 172 units across five properties as one operation for more consistent coverage and better service around the clock.
**Identifying and resolving guest friction points proactively:** Without face-to-face interaction, it’s harder to catch when a guest is confused, frustrated, or needs help. Rambla worked to prevent small issues from becoming negative reviews.
## Solution
Rambla adopted Akia as the backbone of their guest communication and service delivery. They approached Akia the way a traditional hotel would approach training a front office team, with ongoing attention and iteration.
Akia is now fully embedded in Rambla’s tech stack across the portfolio and rolled out in all new properties moving forward and has set the foundation for guest communication, making both new property launches and day-to-day operations far easier to manage.
> “We run five properties with about 10 people managing everything around the clock, without a need for a full team at each property because of Akia.”
### Fully customizable guest journey.
Rambla built out a fully automated guest communication flow in Akia. Every touchpoint is mapped and automated. Messages can be organized by guest status (in-house, arriving today, reserved) so the team can prioritize responses and ensure no guest falls through the cracks.
The intuitive interface makes it easy for the Rambla team to refine their guest journey as they go. They can quickly spot “sticking points” — moments when guests frequently reach out with questions or confusion, and update their messaging to address them before they become issues.
From there, they can easily adjust scheduled messages, reiterate key details, or refine content across the journey. This might mean adding a YouTube instructional video, tweaking message timing, or reworking copy for better clarity, **all without needing technical support or a complicated setup.**
### Using AI Agents to automate tasks across properties.
Rambla leverages [Akia’s AI response capabilities](/agents/guest-messaging) to handle a significant portion of guest messaging and review responses. The AI is trained to match Rambla’s brand tone of voice for consistent communication across all five properties without requiring every response to be individually written.
The team operates in supervised mode, reviewing and approving AI-generated responses before they go out to maintain quality control while dramatically reducing the time spent managing routine guest communication. Andrew Hewitt, Group Manager at Rambla shares:
> “We don’t have to go in and type every response anymore. It copies the tone of voice we’ve always had, keeps everything consistent across the brand, and with the AI and automation it just fully takes care of itself.”
By letting AI handle the first draft of most messages, the team can respond faster without sacrificing brand standards. This balance between automation and oversight has helped Rambla maintain a Guest Review Index of nearly 90% across its properties.
Rambla also built in a human escalation protocol:
> “If someone wants to speak to a human, it stops immediately and goes straight to a person.”
When Rambla implemented AI Agents, automation initially handled about 60% of outbound guest messages. As adoption expanded across properties and workflows were refined, AI now consistently handles over 80%, peaking at 92% during high-volume months.
### Proactive reputation management.
Rambla uses automated post-stay correspondence to encourage guests to leave reviews on Google, while also providing a private channel for guests who experienced issues to reach out directly before posting a negative review. Combined with Akia’s [real-time sentiment flagging](/platform/reputation), allows the team to catch and address negative experiences before they become public.
---
# Redamo Suites — 5 star experiences, without a front desk
URL: https://www.akia.com/case-studies/redamo-suites-5-star-experiences-without-a-front-desk
## Challenge
Redamo Suites launched with a vision: **run a hotel with the convenience of short-term rentals, but deliver service that feels boutique-level personal.**
With experiences operating Airbnb rentals, the team wanted a contactless model for their hotel too. But hotels come with heavier communication needs and expectations for instant help, often solved by staffing a front desk. Quotes for traditional front desk staffing came in at **3×** higher than their current operating costs.
Redamo looked for a solution that can be achieved without a front desk team:
- Handle check-in and access completely online
- Keep guests informed and answer common questions instantly
- Build brand reputation online as a new property
And **they opened just days before Super Bowl weekend**, one of the busiest periods for travel, with bookings flooding in. Everything had to work, *immediately.* Here’s how they did it.
## Solution
### **Contactless check-in and digital access.**
Redamo Suite built their guest experience around Akia.
Guests [complete registration through text](/platform/digital-check-in) before arriving, receive their access details after, and are welcomed with a friendly message when they check in. Even without a front desk, guests never feel on their own.
### **Automate guest messaging.**
During their stay, they get a “How’s everything going?” check-in. If something’s wrong, staff will respond right away. There are staff available even if they are not physically there. Pamela Nekvasil shares,
> “We get a ton of feedback from our guests that we have great customer service and we’re always available when they need us.”
### **Digital guidebooks reduced inquiries coming in.**
To prevent confusion and reduce repetitive questions, Redamo Suites also sends guests a [digital guidebook through Akia’s Mini Apps](/platform/guidebooks). Everything a traveler might ask such as Wi-Fi, parking, access, amenities, and local details are provided, covering FAQs that led to a drop in inquiries.
### **Ensure guests are happy when they check out.**
Redamo Suites [collect guests’ feedback before checkout](/platform/surveys). If feedback isn’t perfect, they hear about it privately and fix it before they leave. If guests loved their stay (and most do), they're guided to leave a public review.
Despite having no front desk at all, their brand continues to drive a positive online reputation.
## Other key highlights
- Cost saved by not hiring 24/7 front desk (3× staffing cost avoided)
- $200-$1000 in upsell revenue that is passive
---
# WERFY — WERFY doubled revenue in their slowest months
URL: https://www.akia.com/case-studies/werfy-doubled-revenue-in-their-slowest-months
## Challenge
WERFY’s main marketing channels were Google Ads and social media for new guests, but they weren’t leveraging ways to target previous guests. Most travelers browsed the website, then booked on OTAs because those brands felt more familiar and trustworthy. As WERFY explored email marketing to re-engage previous guests, they needed:
- To run real email marketing without moving contacts into another system
- A simple workflow to re-engage past guests and shift more bookings away from OTAs
- A channel they truly owned to build guest trust and highlight direct-booking benefits
**Stanislav Naborshchikov, Digital Marketing Specialist at WERFY,** explained:
> “Guests trust Booking.com or Expedia more than the property. Email helped us build trust, show convenience, and bring direct clients back.”
## Solution
WERFY adopted [Akia’s Marketing Suite as its primary email platform](/platform/marketing) for all promotional campaigns.
### **Seamless access to guest data**
Because WERFY already used Akia for their guest communication, all past guest information, including OTA stays, was automatically available. Onboarding was easy and quick, allowing them to jump into setting up audiences for their campaigns and launching immediately. **Stanislav shares:**
> “We were looking into other platforms, but since Akia had all our guest data, we can set up a list, and it’ll sync to our email audiences. We didn’t have to move anything.”
### **Smarter segmentation and cleaner sends**
For different campaigns, they used [Akia’s filters](/platform/crm) to:
- Exclude guests who just booked
- Target by stay history or past interactions
- Segment direct vs. OTA bookers
- Run seasonal offers for lower-occupancy months
### **Seasonal campaigns tailored to occupancy**
WERFY runs deeper discounts only in their quiet months (October-November). Examples:
- **Terra Perma Campaign** – promoting nature-focused stays like cabins and treehouses
- **Halloween Campaign** – 25% off for October & November
- **General Seasonal Offers** – 20–25% off during slow periods
---
# Winter Park Lodging Company — Winter Park saved 25% of their workday with by automating their guest communication
URL: https://www.akia.com/case-studies/syncing-data-from-their-pms-to-automate-their-journey
## Challenge
Before adopting Akia, the team relied on a texting platform that *didn’t integrate with Streamline*. This created an exhausting daily workflow:
- Manually importing contacts
- Rebuilding communication lists
- Tracking guest details across multiple systems
Margaret Canon, Reservations & Guest Experience Team Assistant Manager shares:
> “It was a total headache. A lot of legwork each day just to make basic communication possible.”
The team needed a modern tool that aligned with their existing tech stack.
## Solution
The shift to Akia changed everything. Margaret shares:
> “Oh man, it has made our workload much easier and saves us **SO much time**.”
With [Akia’s deep integration with Streamline](/marketplace/streamline), the team finally eliminated the constant manual importing. Guest information flows automatically, triggering the right messages at the right time. Their tech stack now works as a cohesive ecosystem: **Streamline + Slack + Google Workspace + Akia** working in unison.
### **Favorite feature spotlight: the arrival-time automation changed everything.**
Among all the features, one stood out as a game-changer for the entire operation: [Pre-arrival form](/platform/digital-check-in) sent to guests two days before check-in.
Guests enter their expected arrival time → Akia automatically follows up with:
- Tailored arrival expectations
- Personalized check-in instructions
- Links and resources guests need
- Notifications to housekeeping and maintenance teams
This one workflow has eliminated dozens of repetitive staff tasks.
> “It helped our team in the office stop having to do so many mindless responses and focus on what matters.”
What’s more, it dramatically improved internal coordination:
- **Maintenance teams** know who is arriving
- **Housekeeping teams** can prioritize which rooms to clean first
- **Office staff** are freed from repetitive back-and-forth messages
This aligns with the team’s brand ethos: **human-first hospitality, supported by thoughtful automation**.
---
# The Mohicans Treehouse Resort and Wedding Venue — Capturing revenue from last-minute buyers
URL: https://www.akia.com/case-studies/mohicans-treehouse-capturing-revenue-from-last-minute-buyers
## Challenge
### Upsells were only offered through long-form emails at the time of booking.
Through their previous process, add-ons were only showcased during booking or in a confirmation email, but that was about it. Many guests make pet decisions and add-ons closer to their arrival date, so the property was missing out on valuable last-minute revenue.
### Decrease in RevPar during slower days and seasons.
The rooms are discounted during the weekdays, from $500 down to $250–$300.
## Solution
The breakthrough came from **[embedding upsells directly into Akia Mini Apps](/platform/upsells)**, the same place guests already checked for arrival instructions and door codes. Instead of treating upsells like one-off offers at booking, The Mohicans turned them into part of the ongoing guest journey.
#### Upsells.
- Pet Fee
- Romance Package - Bottle of champagne, rose petals, chocolate-covered strawberries
#### **Adding upsells directly into the guest journey with a Mini App.**
All upsells were offered directly in the Mini App alongside check-in details and door codes. This made them impossible to miss when guests opened the Mini App to check instructions.
And because they host so many weddings, it only made sense to feature romance packages tailored for couples.
#### **Timely SMS reminders without being annoying.**
Guests received friendly nudges during their stay. Texts served as reminders to look at the Mini App again, compared to previously sending out long emails that resembled a “newspaper.” Offering add-ons only at booking or checkout wasn’t as effective, so they started reminding guests during their stay, like when they’re already thinking about relaxing, or ordering services, which drove noticeably higher conversions.
Many pet fees came from last-minute changes (“we couldn’t find a sitter, we’re bringing the dog”), making it their #1 upsell driver.
Guy Chirico, President at The Inflo Group shares:
> “We saw that the guest decided last minute to bring pets. After setting up pet fees, it was through the roof with Akia.
#### **Preparing for orders.**
Staff automatically saw upsell orders linked to the guest reservation. Items could be prepared in advance (champagne chilled, pet amenities placed) without the back-and-forth of emails. At the same time, [the order is also stored in Cloudbeds](/marketplace/cloudbeds) for more visibility.
### **Additional notable highlights**
- “We built a **QR Mini App in an afternoon** for our bridal show, which allowed us to skip printing 400 packets.”
- During the AWS shutdown, their online booking inquiries went down. Akia was a good temporary fix, as well as other emergency issues like broadcasting messages.
---
# IMPRINT Hospitality — IMPRINT Hospitality drives $75k in marketing revenue across its portfolio.
URL: https://www.akia.com/case-studies/imprint-hospitality-drives-marketing-revenue-across-its-portfolio
## Challenge
IMPRINT Hospitality operates a collection of boutique hotels in ski-town destinations and local markets. Because every property has a different brand and guest profile, marketing to past guests had to be centralized, but still customizable for each location. Fall was a critical build-up period before ski season, so IMPRINT needed to drive bookings and re-engage past guests early for snow destination properties.
They were using multiple software tools to communicate with guests and [run promotional campaigns](/platform/marketing), which became costly and difficult to manage.
## Solution
Akia’s pricing was more favorable, [the integration was direct with Stayntouch](/marketplace/stayntouch), and the team can manage campaigns for all properties on one system.
With multiple properties, they can now build campaigns that align with each hotel’s brand, audience, and seasonality.
### Strategies that contributed to their success
- **[Segment based on past guests](/platform/crm)**
- **Local-only promotions based on guest proximity** - Collect guest information such as addresses from Stayntouch and syncs into Akia to create automated audiences
- **Seasonal discounts for slower periods**
- Quickly toggle between properties, audiences, and campaigns within the dashboard to analyze data and identify what’s working.
#### Successful campaigns:
### Data insights:
- Track performance **for each property, campaign, and audience list -** Easily toggle between properties to analyze campaigns and audiences.
- **Clear attribution on which campaign drove direct revenue**
- Identify **OTA guests who later booked and converted directly**
---
# Revival Hotels — Revival Hotels generates $13K+ in post-stay bookings after switching to Akia.
URL: https://www.akia.com/case-studies/revival-hotels-generates-13k-in-post-stay-bookings-after-switching-to-akia
## Challenge
Revival Hotels previously used traditional email platforms to [run their marketing campaigns](/platform/marketing). While usable, the workflow was inefficient and required significant manual effort to build audiences and track results.
- Audience lists had to be exported from the Stayntouch and manually uploaded for every campaign into their email tool.
- CSV imports often caused errors, formatting issues, and inaccurate audiences.
- Their previous tools didn’t easily track clicks or conversions, making KPI reporting unclear.
- Tracking campaign performance required an extra third-party tool.
## Solution
Akia provided a hospitality-specific marketing system that directly connected to Revival Hotels’ property management system, Stayntouch. This system provided automated list building, tied every email to real reservations and revenue, and centralized the entire workflow, allowing their team to build, design, send, and track campaigns in one place.
- **Automatic revenue tracking** — Every campaign automatically ties back to real bookings and shows exactly which email generated the conversion. Plus, seeing how conversions are divided (Direct vs OTAs).
- **Unmask OTA emails** \- Guests are required to provide their email address if they booked through an OTA. This provided a top source for Revival Hotels to grow their marketing list.
- **[Automatically sync with Stayntouch to create audiences](/marketplace/stayntouch)** - Pull live guest data directly from Stayntouch, and their team no longer has to import or export lists, avoiding the manual errors they used to encounter
- **[Audience filters](/platform/crm)** - Exclude guests with upcoming reservations and prevent offering discounts to travelers who have already booked.
- **Flexible builder** — Design creatives in Adobe and upload directly into Akia.
## **Result**
In just under four months, across only two properties—The Jackson and their brand-new Hideaway Inn Mt. Sunapee—they were able to generate over $13,500 in revenue.
---
# Revival Hotels — Revival Hotels is Pioneering "Invisible Hospitality" with Akia’s Guest Journey Platform
URL: https://www.akia.com/case-studies/revival-hotels-is-pioneering-invisible-hospitality-with-akias-guest-journey-platform
## Challenge
## **High-Touch Hospitality with a Lean Team**
Revival Hotels set out to deliver around-the-clock service and personalized hospitality without relying on a large team of full-time on-site staff. At the same time, today’s travelers expect seamless, tech-connected stays, but most solutions are fragmented and difficult to integrate. Revival needed a unified system that could uphold its high service standards, streamline operations, and drive stronger returns for hotel owners.
## Solution
## **"Invisible Hospitality" Powered by Akia**
To address the unique operational challenges of its portfolio, Revival Hotels developed its trademarked Invisible Hospitality™ platform. This approach leverages technology to deliver a seamless, guest-centric experience without losing the human touch that travelers value. After nine months of use, the management team has found that Akia aligns seamlessly with this model and supports it across multiple properties.
"By utilizing Akia to create frictionless guest experiences, even with limited staff on-site, we’re able to meet and exceed guest needs quickly and efficiently.” *– Greg Williams, EVP Operations, Revival Hotels*
## **How it Works: Streamlined Guest Journeys**
**Automated Check-In and Checkout**
The guest journey begins with Akia’s Digital Registration Card, which handles ID verification, credit card capture, and terms acceptance. Once completed and the room is marked as clean and inspected by housekeeping in StayNTouch, the guest is automatically checked in. This allows them to operate without a front desk and for guests to check in on their schedule. When it’s time to depart, checkout is just as simple, done directly from the guest’s mobile device.
**Clear Guest Communication**
Along the way, Revival Hotels takes thoughtful steps to ensure a smooth, intuitive guest experience—with clear communication at every touchpoint. From the moment of booking, guests are guided through automated messages that deliver everything from digital guidebooks to room entry instructions, all through [Akia’s Mini Apps.](https://www.akia.com/mini-apps)
To ensure no one is left behind, each property includes backup options like on-site iPad kiosks set up with Akia’s iPad interface, for guests without smartphones or with dead batteries, as well as a staffed support line guests can call at any time.
Once in-house, guests can access curated digital content via Akia’s Mini Apps, including property amenities, local recommendations, and tips from the Revival team which is designed to enhance the stay and reduce confusion. The result: less friction, more satisfaction, and an experience that feels personalized, not transactional.
**Keyless Entry System**
Revival Hotels use smart lock systems to make guest access seamless and secure. After completing registration, guests automatically receive a unique 4-digit code via Akia, which grants entry to their room and all common areas. Thanks to Akia’s integration with Schlage smart locks, access codes are delivered to the right guests at the right time to eliminate front desk lines, key card issues, and access confusion.
**Operational Efficiency**
Behind the scenes, Akia integrates with Revival Hotels’ housekeeping platform, Quore, ensuring door codes aren’t activated until a room has been cleaned and inspected. For guest support, a 24/7 call center powered by Akia’s VoIP dialer handles after-hours requests, while Akia’s Auto-Responder enables guests to request amenities without needing direct staff interaction—helping reduce both labor demands and operational costs.
## **Why Akia?**
After extensive research and demos with competitors, Revival Hotels selected Akia as their guest experience platform due to its comprehensive functionality that consolidates multiple systems into one. With Akia, Greg Williams and team are able to equip numerous independent properties with the technology needed to provide excellent guest service.
"About a year ago this time, I was on five demos a week for probably a month. I talked to so many providers that do guest messaging or door locks or VoIP, but Akia could do all this in a single platform. Being able to equip all our properties with Akia really made it a no-brainer and is the backbone of our Invisible Hospitality experience." *\- Greg Williams, EVP Operations, Revival Hotels*
## **Introducing Hideaway Inns: The Future of Invisible Hospitality**
Revival Hotels is thrilled to be launching [Hideaway Inns](https://hideawayinns.com/)—a new, fun lifestyle hotel brand designed for today’s travelers who value convenience, thoughtful design, and meaningful experiences in top destinations across the country. Launching summer 2025, the first three properties will be: Hideaway Mt. Sunapee in Newbury, New Hampshire, Hideaway Mt. Snow in West Dover, Vermont, and Hideaway Mt. Cannon in Sugar Hill, New Hampshire.
Each Hideaway is built around Revival’s Invisible Hospitality™ model and supported by Akia’s guest journey platform, enabling a seamless, tech-enabled stay from booking to checkout. Guests receive access codes, curated local recommendations, and in-stay support directly to their phones, while backup systems like kiosks and 24/7 call support to ensure every guest is covered.
In partnership with Akia, Hideaway Inns is redefining guest service in experience-driven hospitality—merging simplicity, personality, and operational efficiency.
## **Conclusion**
[Revival Hotels’](https://www.revivalhotels.com/) Invisible Hospitality™ platform partners with [Akia](https://www.akia.com/mini-apps) to prove that technology, when used thoughtfully, can elevate the guest experience without sacrificing the personal touch. By focusing on the expectations of today’s traveler and leaning into seamlessly integrated tools, Revival has created a scalable model that combines operational efficiency with high-touch hospitality. Akia’s smooth integration with smart locks and PMS systems has been essential to this approach, and both teams are energized to bring the model to life at scale with the upcoming launch of [Hideaway Inns.](https://hideawayinns.com/)
## **Results**
Partnering with Akia, Revival Hotels has implemented Invisible Hospitality™ to deliver a smoother guest experience and stronger returns across its properties.
- Reduced variable operating costs by over 50% through streamlined, tech-enabled operations
- Guest satisfaction scores 24% higher than the comp set, driven by frictionless service
- Automated 70% of guest communication, reducing manual workload and response times
- Centralized guest support across properties, improving efficiency while preserving the guest experience
- Increased staff productivity, allowing smaller teams to manage more rooms with less overhead
---
# Circle Hotel Fairfield — Circle Hotel Fairfield drives $125K in 4 months with Marketing Suite.
URL: https://www.akia.com/case-studies/circle-hotel-fairfield-drives-125k-in-4-months-with-marketing-suite
## Challenge
For years, this was Circle Hotel Fairfield's workflow: Export guest data from Stayntouch -> Upload lists into email marketing -> Design templates in Canva -> Send -> Repeat.
They faced three major challenges:
1. A ton of workaround on figuring out what was performing - They couldn't directly see which campaigns generated bookings, so there were a ton of workarounds to gather the data, such as pulling rate codes to find the value.
2. Outdated mailing lists with no context. - Ton of outdated guest information, with people who stayed years ago and never returned. It was hard to tell who was relevant, who just stayed, or who booked through an OTA.
3. Constantly uploading the audience list - To run a “We Miss You” or first anniversary email, they had to rebuild lists over and over again to include more past guests.
## Solution
Every part of their email marketing workflow, design, scheduling, revenue tracking, segmentation, and recurring sends all happened in one platform.
### Clear attribution to make business decisions.
The team could now see revenue for every campaign. This immediately changed how they marketed:
- Double down on high-performing campaigns
- Cut ideas that didn’t convert
- Broad sends were prioritised over niche ones
- Stopped over-targeting OTA-loyal guests
**One key insight they discovered:** They learned that some OTA guests simply won’t convert, even with big discounts. Testing this early saved them time and prevented wasted promotions. Rick Emery, General Manager at Circle Hotel Fairfield, mentions,
> “[Akia's marketing suite](/platform/marketing) was inexpensive and paid for itself with our first campaign. Being able to see our results in real time was a game-changer.”
### Operating like a CRM.
Circle Fairfield’s previous email platform [functioned more like a static mailing list than a CRM](/platform/crm), resulting in a large amount of outdated information. Changes:
- Full guest profiles behind every contact - Once audiences are created, they can also view the individual guest's information, including stay history, booking source, and past interactions.
- Capturing real OTA emails - Before Akia, it was hard to market to some guests because more than 60% of bookings came through masked OTA emails. Now they can capture 100% of guests’ emails by requiring them to provide them upon check-in.
### Automated audiences from Stayntouch & recurring campaigns that run themselves.
Circle Fairfield no longer rebuilds lists. [Guest data flows in from Stayntouch automatically](/marketplace/stayntouch), and the audience list refreshes itself if it meets filters like booking source, stay dates, and more. For example, a guest will be added to a list automatically, even after it was set up.
#### **Campaigns**
- Back to school - focuses on schools in the area
- Seasonality
- Repeat guests - guests who stayed multiple times
#### **Recurring campaigns generate steady revenue and run in the background.**
- 45-day win-back messages
- 1st anniversary emails
These served as a continuous, automated nurture funnel.
#### **Filling low-season occupancy.**
The winter months are typically the slowest, but a single early-November campaign generated $20,000 and noticeably increased occupancy.
## **Conclusion**
Circle Hotel Fairfield didn’t change their whole operation, just their approach to email. Making performance clear and campaigns easier to launch resulted in significant post-stay revenue gains.
---
# The Mohicans Treehouse Resort and Wedding Venue — Delivering a high-end retreat in an off-the-grid location
URL: https://www.akia.com/case-studies/the-mohicans-high-end-retreat-in-an-off-the-grid-location
## Challenge
## Backstory: Inflo Group’s operations refresh
The Mohicans, a 70-acre property with 10 treehouses, 4 cabins, and 2 country homes, is a premier wedding venue and “digital detox” retreat. But with no front desk and located in a remote Ohio forest came its own challenges. They needed to automate door codes when waivers were sent, and prevent relying on Wi-Fi when guests needed to enter their unit.
[The Inflo Group](https://www.theinflogroup.com/) stepped in to streamline the process. By introducing Akia, they helped automate critical steps like waivers, [access codes](/platform/keyless-entry), and guest communications to reduce the friction of manual check-ins and unreliable connectivity.
## Challenge
#### Manual waivers & access codes
Before Akia, waivers were sent by email and had to be tracked manually (collected, sorted, and filed). There was no automation to ensure forms were completed, codes were delivered, or arrivals confirmed.
#### Reliance on Wi-Fi
Because the property is remote, management wanted a process that didn’t depend on guests having to connect to Wi-Fi just to access their units.
#### Capturing accompanying guests
The property wanted a way to capture [waiver signatures](/platform/digital-check-in) not just from the primary guest, but from everyone staying in the unit.
## Solution
#### Automated waiver collection + accompanying guests
Akia delivered waiver links by text before arrival, so every guest could easily complete their form. Primary guests could forward the same secure link to their companions, who entered their details while the reservation info stayed locked in, keeping everything tracked under one booking, and capturing more leads. Guy Chirico, President of The Inflo Group, shares:
> *“The guest waiver is kind of the first step. Once that’s done, the primary guest can send the link to their companions, and when they fill it out, the unit and reservation number are already locked in. It makes it easy to capture everyone without extra work from us.”*
#### Secure code delivery
Instead of sending codes months in advance, Akia automatically texts access codes 24 hours before check-in. Codes are also displayed in the Mini App and expire after checkout so that guests don’t access the same unit outside their reservation times.
#### Reliable, low-tech access
The Mohicans texted guests their arrival info and door codes before check-in, so they didn’t have to depend on Wi-Fi-powered locks that only open if the internet is working.
#### Reducing manual work
Together, these changes eliminated the “half-manual, half-template” process the staff used to rely on, cutting out hours of repetitive email follow-ups and ensuring every guest had what they needed on time. Another reason The Inflo Group chose Akia was that they didn’t have to change the locks for all the properties.
---
# black swan — Bring operational excellence with tighter integration.
URL: https://www.akia.com/case-studies/bring-operational-excellence-with-tighter-integration
## Challenge
## From chaos to cohesion.
In an era of evolving guest expectations and technological advancements, black swan, a company with over 70 properties across multiple markets, sought to enhance their guest experience and operational efficiency. According to Carrie T, the Director of Distribution, black swan recognized the challenges of managing properties, communication, and integrations within their growing portfolio.
Previously, black swan had experimented with various platforms, but none provided the seamless integration they needed. Then came Akia, a guest communication platform, which turned out to be a game-changer. With Akia's intuitive interface and robust capabilities, all communication was centralized in one reliable system. This transition streamlined their guest interactions, increasing overall guest satisfaction.
## Solution
## Unifying excellence.
One of the most impactful integrations was with [MEWS](https://www.akia.com/integration/mews), their property management system (PMS). The integration enabled Akia to seamlessly pull data from MEWS, ensuring timely guest communication, check-in instructions, and more. While navigating integrations with other systems, black swan discovered that Akia's team was proactive and receptive, willing to collaborate to ensure smooth workflows.
Carrie shared that Akia's integrated approach brought significant value. Unlike all-in-one solutions that often falter in execution, Akia's focused integration approach delivered reliable and efficient features. This approach empowered their team to manage communication more effectively and freed them from the constraints of constantly switching between platforms.
Akia's efforts also boosted their guest communication ratings, even on platforms like Airbnb, where guests might assume traditional communication methods. The ability to offer high-quality communication through a unified software contributed to enhanced guest satisfaction and better reviews.
By providing a tailored, efficient, and centralized guest communication platform, Akia reshaped black swan's hospitality landscape, fostering a more efficient operational environment and elevating the guest experience to new heights.
---
# Sandpiper Beacon Beach Resort — Turning upsells into 4x ROI
URL: https://www.akia.com/case-studies/turning-upsells-into-4x-roi
## Challenge
Sandpiper Beacon had never used a guest experience platform before Akia. Operations were entirely manual, such as pens, paper, and even physical keys.
Before Akia, upsells like early check-in or late checkout could only be offered at the front desk. Staff had to rely only on in-person conversations:
> “Early check-in and late checkout are all new revenue for us. Before Akia, we did maybe 5% of what we do now. Akia gave us the option to offer upsells we never could before.
Owner, James Keltner, explained, timing was everything:
> “It’s an awkward conversation when a guest arrives, sees an empty parking lot, and you tell them they have to pay $45 to get in early.”
Without a digital solution, staff were limited in what they could upsell, and opportunities to capture revenue were often missed.
## Solution
Sandpiper turned to Akia’s **Mini Apps** to [move upsells out of the front desk](/platform/upsells) and directly into the digital guest journey.
- **Early check-in in the registration card** - Guests receive the option to secure early check-in before arrival, right in the [digital registration card](/platform/digital-check-in). Instead of asking at the desk and risking frustration if the room isn’t ready, guests confirm and pay ahead of time. This removes pressure from staff and creates an easier arrival experience.
- **Late checkout in the departure guide** - Before guests leave, Akia’s departure guide presents the option to extend their checkout time, and payments are captured automatically.
James also tailors pricing based on **demand and room type**. In peak season, or for larger rooms that take longer to clean, the upsell rate is set higher. In the off-season, pricing adjusts downward. This flexibility allows Sandpiper to maximize revenue while preparing in advance for room turnover and staffing needs.
By embedding upsells in these touchpoints, Sandpiper Beacon Beach Resort captured revenue that was previously missed. Guests see these options at the right moment, commit early, and staff no longer have to push upsells in person.
---
# The Villa Toscana — Bed & breakfast cuts constant interruptions and drove revenue from upsells
URL: https://www.akia.com/case-studies/villa-toscana-bed-breakfast-cuts-constant-interruptions-and-drove-revenue
## Challenge
Running an 8-room bed & breakfast without a front desk meant constant interruptions for the owner. Guests were constantly asking if they could check in early or check out late, but since it wasn’t offered as a purchase option, every request required a manual response. Over time, those back-and-forth messages disrupted the schedule and the cleaners’ flow. Managing these requests one by one wasn’t sustainable.
## Solution
Ashley used Akia to [turn recurring requests into upsells](/platform/upsells). Instead of messaging back and forth, guests now see early check-in, late checkout, cleaning, parking, and [cashless tipping options](/platform/tipping) directly in their [registration card](/platform/digital-check-in), check-in instructions, and checkout flows.
### Upsells become orders, not messages
Previously, The Villa Toscana had to respond to nearly every guest asking, “Can I check in early?” With Akia, those questions disappear and are automatically offered. Guests simply choose early check-in (or opt-in options) themselves, and the request appears in the Orders dashboard.
### Review and approve orders immediately
They can review all incoming orders with room details, timing, and payment in one place, then approve them with a single click. Once approved, a confirmation is automatically sent to the guest with the details they need, eliminating the back-and-forth of guests asking if something is available or not.
Example: After purchasing parking, the guest is sent an automated message for parking instructions.
### Tiered pricing
Early check-in can be sold in increments ($10 for 1 hour, doubling each hour).
### Same-day arrivals
If a guest didn’t pre-purchase early check-in, but their room happens to be cleaned and ready earlier than expected, Villa Toscana would send a message that their room is ready to capture last-minute requests.
### Housekeeping stays in flow
Because orders are tracked in one dashboard, housekeeping can prioritize rooms that need early turnover without disrupting cleaning routine.
---
# The Chandler Hotel — 24/7 coverage with AI Agents.
URL: https://www.akia.com/case-studies/the-chandler-hotel-24-7-coverage-with-ai-agents
## Challenge
The Chandler Hotel operates a fully remote, contactless property, which meant staff were constantly getting interrupted by repetitive guest questions and issues. The Chandler Hotel found it difficult to assist guests at scale with a smaller team. The challenge was clear: how to ensure guests always received fast, accurate responses while running lean operations.
## Solution
[Akia’s AI Agents now resolve](/agents/guest-messaging) **90% of guest inquiries automatically**, taking the pressure off Chandler’s smaller remote team. Instead of staff being tied up answering repetitive questions about policies, amenities, or access codes, Agents provide immediate responses throughout the day.
Agents are trained with property-specific references and [connect directly to Device Hub](/platform/keyless-entry) and Mini Apps to do more than answer questions. They also take action: if a guest has trouble accessing their room or needs a code, it'll troubleshoot the issue without staff involvement. Matt Chandler stated,
> “We use it for upsells, Wi-Fi passwords, and access codes. Having the ability to get guests the information they need immediately is fantastic.”
### How Matt started with AI Agents
Matt started with the questions guests asked most: policies, check-in and checkout instructions, amenities. He trained the Agent on how to answer them using ChatGPT, then built the references in Akia. That part was quick.
The Agent answers based on what each guest actually asks. Say a guest messages "I can't find my check-in message," it pulls the access code and check-in details for that exact reservation and sends them over. And the more guests asked, the more the Agent learned, so staff stopped answering the same questions over and over.
### How are Agents handling their guest experience
#### Immediate device resolution
When guests lose or forget their key code, the AI instantly retrieves the correct code or issues a new one remotely. It provides instant access resolution for guests with forgotten or invalid codes, reducing lockouts and staff interruptions. Matt noted,
> “If somebody asks, *‘What’s my key code? I can’t get in the door,’* it automatically tells them what their room is and what their key code is. I’m able to tie that through Device Hub.”
#### Automated upsells through Mini Apps
The Chandler Hotel sells its [upsells through Mini Apps](/platform/upsells): early check-in, late checkout, celebration packages, gift shop items, minibar purchases. They're all listed on the website, but Matt found that most guests don't decide until the day they arrive.
That's the gap the Agent closes. It knows where each guest is in their stay and times the offer to match. Once a guest finishes check-in, the Agent follows up with the Mini Apps that fit that moment such as a celebration package, a minibar restock.
Paired with SiteMinder's website upsells, this drove an extra $20–$30K in revenue, and it's still climbing.
### The freedom of a contactless property.
Akia’s AI Agents give The Chandler Hotel the ability to run fully remote operations. Instead of staff fielding every question or solving access issues, the AI steps in to respond directly to guests, resolve problems, and surface upsell opportunities at the right time.
> “Being able to reduce staffing needs, streamline operations, and get your personal time back. That’s the biggest seller for me.”
---
# Dylan Hotel NYC — Climb 300+ ranks on TripAdvisor
URL: https://www.akia.com/case-studies/climb-300-ranks-on-tripadvisor-2
## Challenge
## More information, less work.
Before [automating with Akia](https://www.akia.com/features/workflows), Dylan Hotel NYC relied on printed registration cards, which required a lot of back and forth with the guests. Things got extra tricky in keeping tabs on additional guests that were not communicated about. The manual work and security concerns often got in the way of productivity.
Switching to Akia’s Reg Cards for pre-arrival processes and leveraging its [integration with Infor](https://www.akia.com/integration/infor-hms) solved multiple issues for the Dylan Hotel NYC. The Reg Cards prompt the guest to input contact details and additional guest information. Information plugged in by the guest automatically translates from Akia Reg Cards into Infor without having to go back and forth between multiple apps.
## Solution
## Seal positive reviews.
At the time of implementation, Dylan Hotel NYC ranked #390 of 515 hotels in New York City on TripAdvisor. With Akia’s help, in a little over three years, they improved their ranking to #63 out of 515.
Akia’s feedback review management redirects happy guests to sites like TripAdvisor, making it super easy for them to leave a positive review. Timing is always the key; Akia automatically requests guests for feedback and reminds them to review right after their unique and memorable stay.
---
# Red Rock Vacations — Secure positive guest experiences
URL: https://www.akia.com/case-studies/secure-positive-guest-experiences
## Challenge
Since early 2022, Red Rock Vacation Rentals have successfully leveraged Akia’s guest communication and automation platform. Prior to adopting Akia, their guest engagement relied heavily on emails and physical guest books, which significantly hindered their ability to promptly interact with guests.
Transitioning from emails to [**Akia’s messaging system**](https://www.akia.com/features/workflows) allowed Red Rock Vacation Rentals to improve their responsiveness and frequency of interaction. This upgrade has substantially increased guest satisfaction, fostering more positive experiences for the company.
## Solution
Red Rock Vacation Rentals has embraced the numerous advantages of going digital. From setting a favorable impression by sharing digital guest books comprising relevant information to enabling staff to respond and reshare details quickly.
Furthermore, Akia’s [**inbox**](https://www.akia.com/features/team-chat) empowers staff by providing transparency and allowing them to monitor unanswered questions. Additionally, with the unified inbox capabilities, the system centralizes all OTA communication, granting the staff more time for critical tasks.
---
# Aspen Suites — Leave no guests unattended.
URL: https://www.akia.com/case-studies/leave-no-guests-unattended
## Challenge
## Bridge the Communication Gap.
Before Akia, Aspen Suites lacked instant communication with guests and depended primarily on guests making phone calls to the property.
Implementing Akia bridges the communication gap between Aspen Suites and their guests, ensuring no guest is left unattended. In addition, [**Akia’s integration with roommaster**](https://www.akia.com/integration/roommaster) allows Akia to automatically pull in data from roommaster and fire pre-arrival automated messages like, thanking guests for making the reservation, confirming reservation information, providing a Mini App link with additional property details, and so on.
## Solution
## Leveraging Mini Apps.
[**Akia’s Mini Apps**](https://www.akia.com/features/mini-apps) are mobile experiences that don’t require download or login. In an app-fatigued world, where over 75% of app downloads are not used more than once, Mini Apps make an ideal feature with better accessibility and usability.
As part of the pre-arrival communication, Aspen Suites shares a Mini App URL with incoming guests. The Mini App URL is automated to be specific to the guest and property. It comprises reservation breakdown, directions to the property, and local attractions, restaurants, etc.
---
# Staypineapple — Staypineapple switches AI platforms and sees significant monthly revenue increase
URL: https://www.akia.com/case-studies/staypineapple
## Challenge: Disconnected Tech Makes it Hard to Maximize RevPAR
For Ryan Creek, Director of Customer Relationship Management at Staypineapple Hotels, delivering personalized guest experiences wasn't just a nice-to-have – it was essential to their brand promise. Yet like many hospitality leaders, Ryan faced a frustrating reality: valuable guest data was unavailable through their SMS Guest Messaging systems – forcing the property to leave extra revenue on the table.
> "We're really proud of the fact that we personalize each guest experience," shares Ryan, "but sending guest offers based on specific fields was a big pain point before Akia." Ryan knew this valuable data existed, but their previous Guest Journey Platform wouldn't sync in real time.
This data fragmentation created significant business challenges:
- Staff were forced to manually enter data, increasing the margin for error and labor costs
- Marketing campaigns couldn't effectively segment based on the guest’s reservation category
- Personalization efforts remained inconsistent and ad-hoc, rather than unified
- Disconnected systems prevented the sync of guest preferences and histories
## Solution: Creating a Unified Guest Profile
Staypineapple combined three powerful tech solutions to achieve a unified guest profile across all their properties:
*Integration between Akia, MEWS, and Salesforce*
**Akia's Guest Journey Platform** serves as the front-end SMS engagement tool, capturing guest preferences through messaging and custom mini-apps.
**Salesforce** functions as the central CRM database where comprehensive guest profiles are maintained and enriched over time through Akia.
**[MEWS Property Management System](/marketplace/mews)** handles operational data and ensures critical guest information flows seamlessly across the entire Staypineapple ecosystem.
## How It Works: Supercharging your CRM
1. **Data Capture**: When guests book, their email address and preferences are captured through a [digital registration card powered by Akia Mini Apps](/platform/digital-check-in)
2. **Continuous Enrichment**: Guest data is synced between Akia and MEWS throughout the entire journey – from room service orders to checkout times – creating a single source of truth in the property CRM
3. **Marketing Segmentation**: The marketing team leverages this rich data for highly targeted campaigns based on verified preferences and behaviors
## Results: Personalization That Drives Revenue
Staypineapple's integrated approach has transformed their ability to deliver memorable, personalized experiences while driving significant business results:
- **Gained $20,000 in additional revenue** for single properties per month with [AI-powered Smart Upsells](/platform/upsells)
- **Replaced 56% of OTA emails** with actual guest contact information collected through Mini Apps
- **Increased RevPAR** across the portfolio from parking, pet fees, early check-in, and room upgrades
> "The real magic happens when technology empowers our staff to focus on genuine human connections," says Ryan. "Now we can recognize our guests' preferences instantly—whether they prefer extra pillows, specific room locations, or traveling with their beloved pets. Creating these special moments keeps guests coming back."
## Day-to-Day Applications: Akia in Action
### Reducing OTA Dependency
By capturing unmasked guest emails through Akia, Staypineapple is able to book more OTA-commission-free stays. This is a win-win for guests and the property, as they can offer special incentives for booking directly.. Ryan and team understand the importance of guest emails to increase direct bookings, and love the ease with which Mini Apps capture them.
### Tail-Wagging Personalization
Staypineapple's commitment to being "dog obsessed" is one of their key brand pillars. With the integrated system, hotel staff can now greet guests and their four-legged friends by name, thanks to details collected through Akia's pre-arrival communication and fed into MEWS.
> "We even keep a chalkboard at the front desk with all the visiting dogs' names!" shares Ryan. This kind of attention to detail creates memorable moments that resonate with guests.
### Credit Card Capture for Influencers, B2B, and B2C Guests
Staypineapple leverages Akia to capture payments and contracts for their robust influencer program. They securely store these payments and contracts in Akia and their PMS for easy access across all properties – for both business and leisure guests.
### Top-Notch Departure Experience
Staypineapple uses Akia to instantly provide guests with their stay folio before leaving the property. Guests are sent a breakdown of their charges directly to their phone in a Folio format. This transparency helps to answer any questions before they grow into larger disputes.
*New Akia Folio Feature*
## Conclusion: A Growing Partnership
Staypineapple continues to expand their use of the integrated platform. As Ryan explains, "We love what we've done so far with Akia and customized Mini Apps, and we're just getting started. There are so many more ways to surprise and delight our guests." Future plans include creating even richer experiences throughout the guest stay journey and finding new opportunities to leverage their unified guest profiles for marketing and revenue generation.
---
# Rambla — $10K to $0 in fraud bookings
URL: https://www.akia.com/case-studies/10k-to-0-in-fraud-bookings
## Challenge
Like many property management groups, Rambla faced challenges with [ID verification](/platform/digital-check-in) and preventing fraud. Fraudsters are becoming more creative, using stolen IDs and AI-generated ID’s from the dark web to bypass security measures. And without staff on-site to manually verify, Rambla also faced issues with chargebacks and unauthorized payments. They’ve experienced a surge in fraudulent bookings and unauthorized access attempts, costing them $10,000 in fraudulent bookings, and highlighting the urgent need for a better solution.
## Solution
Using Akia, Mews, and Stripe, Rambla completely eliminated these fraudulent activities. Here’s how they provide a robust solution:
- Automated check-in forms: Send a check-in form before arrivals via text message.
- Verification requirements: Require a driver’s license or passport, and a selfie. Extracted the name from the ID and compared it to the reservation name, then matched the ID image with the selfie.
- Machine learning: With facial recognition, Akia automatically analyzes and detects if photos do not match.
- Manual verification: For additional security, flagged photos underwent manual review.
- Stripe Integration: Authorize a temporary charge to confirm that the card is valid, and has not been reported lost or stolen.
- Using MEWS payment request featuring 3DS Secure transactions for Hotel Collect and Direct bookings. With 3DS Secure, banks notify cardholders of charges via text or app, asking for confirmation to ensure legitimacy.
This automated process has been crucial in catching fraudulent attempts early, before the reservation time, and ultimately prevented chargebacks and enabled Rambla to accept legitimate guest bookings. And as Akia Intelligence (AI) continues to learn patterns from properties like Rambla, the future fraud-preventative mesaures will become even more comprehensive and robust.
---
# Hotel Van Zandt — Hotel Van Zandt, a Sage property, replaces 3 tools with Akia to simplify operations
URL: https://www.akia.com/case-studies/hotel-van-zandt-replaces-3-tools-with-akia
## Challenge
## Split platforms creates a broken guest journey
Before Akia, the hotel’s operations were spread across multiple platforms:
- A clunky SMS-only system for guest communication that was difficult to use.
- A separate tool for generic upsell email blasts
- Manual check-in processes that slowed down arrivals and led to inconsistent data capture
Staff couldn’t see the full guest journey. Guest engagement wasn’t tracked properly. Messages overlapped and guests were hit with uncoordinated offers—often leading them to ignore everything. Newer agents also struggled to upsell confidently in person.
> “We used to fire off messages from 10 different platforms. That kind of overload can be a turnoff for guests.” —Chris Guse, GM at Hotel Van Zandt
## Solution
## One seamless system
Akia replaced all three systems—[guest messaging](/agents/guest-messaging), mobile check-in, and upsells—with one platform.
Now, everything happens in one place:
- **[Mobile check-in](/platform/digital-check-in)**: Guests submit information ahead of time, reducing manual entry and speeding up arrivals.
- **All messages tracked**: Communication messaging is unified across SMS and web-based apps, so guests receive timely, relevant info without the spammy feel.
- **[Automated upsells](/platform/upsells)**: Early check-in, late checkout, and curated packages are offered through a visually-branded format and mobile flow —removing pressure from staff to sell in person. **The revenue from upsells drove a positive ROI, and covered the cost of their Akia subscription.**
> “Akia helped our team avoid those awkward upsell conversations. Guests just select what they want in advance—it saves time and feels more natural for everyone.”
> —Connor, Director of Rooms
- **Guest data collection**: Pre-arrival forms ask guests about trip purpose or preferences, helping personalize their stay and in some cases, spark creative experiences.
> “Akia checks so many boxes. In the past, we would’ve needed three different vendors to do what we can now do in one place.”
> —Chris Guse, GM
### Bonus benefit: staff love it
When front desk agents can “see money” from incoming upsells and it [flows directly into Opera](/marketplace/opera) for tracking and credit, engagement goes up.
—Connor, Director of Rooms
### Results
- 3 platforms replaced by 1
- Faster check-ins with less front desk training required
- Clear, centralized guest messaging = fewer complaints about overcommunication
- Custom mini apps for experience packages (Texas Tinis, Wellness Kit, Movie Night) that was visually appealing.
---
# Oswego Hotel — Cut front desk workload by eliminating paperwork
URL: https://www.akia.com/case-studies/oswego-hotel-cut-front-desk-workload-by-eliminating-paperwork
## Challenge
Before implementing Akia and [WebRezPro](https://webrezpro.com/?utm_source=case_study&utm_medium=website&utm_campaign=Case%2520Study&utm_id=701Uc00000UXHVRIA5&utm_term=oswego_hotel_akia_webrezpro), the property relied heavily on manual processes:
- **Paper-based guest journeys:** Staff spent hours sorting through stacks of paperwork to manage guest interactions and enter information into the system.
- **Manual team communication:** The front desk notified housekeeping of guest checkouts, creating inefficiencies and pressure on the team.
- **Guest service overload:** Frequent phone calls and in-person questions about basic property information resulted in longer wait times for guests, especially during peak times.
These challenges led to delays, errors, and a poor use of staff time, negatively impacting operational efficiency and the guest experience.
## Solution
Akia and [WebRezPro](https://webrezpro.com/?utm_source=case_study&utm_medium=website&utm_campaign=Case%2520Study&utm_id=701Uc00000UXHVRIA5&utm_term=oswego_hotel_akia_webrezpro) saved Oswego Hotel 50% of staff time by [eliminating manual data entry](/platform/digital-check-in) and reduced front desk questions by 30%using Mini Apps. Automated messaging improved accuracy from incorrectly inputting data, automated delivery of welcome messages, triggered notification to housekeeping of checkouts, and offered digital guidebooks for guests that resulted in higher guest satisfaction.
### Solution:
By integrating Akia and WebRezPro, the property automated critical touchpoints in the guest journey and streamlined team communication:
- **Guest messaging integration:** The Akia-WebRezPro integration ensures guest information (e.g., phone number, email) is seamlessly synced, enabling automated communication like welcome texts and emails.
- **AI Responder:** Automated replies to common guest questions reduced the need for staff involvement, allowing them to focus on high-value tasks.
- **[Mini App (Digital Guest Directory)](/platform/mini-apps):** A digital hub with property details like restaurant hours and gym locations, reducing front desk inquiries and improving guest satisfaction.
- **[Team chat for housekeeping](/platform/team-chat):** Akia now automatically notifies housekeeping when a guest checks out, replacing manual notifications and easing the workload on the front desk.
### Results:
The integration of Akia and WebRezPro delivered measurable improvements:
- **Increased efficiency:** Reduced manual data entry and paperwork saved hours of staff time, allowing them to focus on enhancing guest experiences.
- **Decreased phone calls:** With information at their fingertips via the Mini App, guests no longer relied on front desk calls for basic questions.
- **Improved accuracy:** Automated messaging between Akia and WRP eliminated errors like sending texts to the wrong number or inputting incorrect data.
- **Enhanced guest experience:** The AI responder handles standard guest inquiries, ensuring prompt responses even during busy periods
- **Boosted reviews:** Positive guest feedback is directed to TripAdvisor, resulting in a noticeable increase in online reviews.
---
# Ski Country Resorts — Generate 2x revenue.
URL: https://www.akia.com/case-studies/generate-2x-revenue
## Challenge
## Regain OTA commission.
Ski Country Resort lost a percentage of its reservation revenue to third parties like Booking.com, Airbnb, VRBO, and other OTAs. However, leveraging the 2-way integration between Escapia and Akia and utilizing [Akia’s Payments](https://www.akia.com/blog/payments-with-akia) and automation, the property regains the dollars lost in commission.
When a reservation comes through Escapia, Akia recognizes the booking source and triggers to send the check-in instruction accordingly. Allowing the platform to waive early check-in fees for direct bookings.
## Solution
## Automate add-ons.
Maximizing Akia’s customization with [payments](https://www.akia.com/features/payments), [cashless tipping](https://www.akia.com/solutions/cashless-tipping), and upsells enabled the Ski Country Resort to multiply revenue and offer a more significant bonus to housekeepers.
For example, Ski Country Resort has implemented end-to-end automation with early check-ins. On the day of arrival, Akia filters guests based on unit occupancy, housekeeping/ maintenance status, etc., and sends them a text offering early check-in. Guests that opt for early check-in get notified with a digital invoice and request credit card details.
Furthermore, Akia recognizes completed payments and issues updated check-in instructions and door codes.
---
# Harbourside Motel & Wireless Bay Cottages — Reduce no-shows with Akia x WebRezPro.
URL: https://www.akia.com/case-studies/reduce-no-shows-with-akia-webrezpro-integration
## Challenge
## Get your time back.
Harbourside Motel & Wireless Bay Cottages are a mix of 36 rooms and 16 cottages. Their biggest challenge was keeping up with just one front desk agent as they were overwhelmed by phone constantly ringing off the hook.
With implementing Akia and utilizing the [**integration with WebRezPro**](https://www.akia.com/integration/webrezpro?utm_source=website&utm_medium=case_study&utm_campaign=AkiaxWRP), the property automated pre-arrival processes and communication. Akia automatically pulls guest information from WebRezPro and pushes out specific room/unit details, reservation confirmation, and reminders.
Setting up reservation confirmations and reminders helped Harbourside Motel & Wireless Bay Cottages save time and focus on better guest communication. As a result, they started to have fewer no-shows.
## Solution
## One-time setup.
Having a mix of rooms and cottages/ units, Harbourside Motel & Wireless Bay Cottages have multiple sets of information or instructions. Sending unique emails or messages was tedious and took a lot of time.
Akia’s booklets eliminated the need for drafting numerous emails or messages. Moreover, Harbourside Motel & Wireless Bay Cottages utilizes scheduled messages and custom attributes to send unique booklets for specific rooms/units [**automatically**](https://www.akia.com/features/workflows).
Properties can use custom attributes to insert room type-specific information into their booklets, such as smoking/ non-smoking, occupancy, wifi, pet-friendly, etc.
---
# Dylan Hotel NYC — Leverage Akia and Quore to eliminate middlemen.
URL: https://www.akia.com/case-studies/leverage-akia-and-quore-to-eliminate-middlemen
## Challenge
## Free up the front desk.
Before Akia, Dylan Hotel NYC relied on laborious, manual processes costing them significant operational risks. For example, they registered guests manually via printed registration cards and directed all in-house requests (even those specific to housekeeping) to the front desk.
[**Automating guest communication**](https://www.akia.com/features/messaging) with Akia helps Dylan Hotel NYC reduce the front desk staff hours. Furthermore, leveraging [**Akia x Quore integration**](https://www.akia.com/integration/quore) enables Dylan Hotel NYC to structure its operational processes and eliminate the need for front desk agents to be involved in every process step.
So, when guests request extra towels or water, they do so by sending a simple via Akia. Akia tracks and pushes this text to Quore, notifying the housekeeping team directly.
## Solution
## Go digital to avoid discrepancies.
Going digital and replacing printed registration cards helped Dylan Hotel NYC improve service quality, customer satisfaction and [**online reviews**](https://www.akia.com/stories/climb-300-ranks-on-tripadvisor).
By digitizing guest information, the staff keeps a more updated data record and utilizes it as needed. For example, in case of any issue, the concise data allows the team to quickly contact the guest to investigate further.
In addition, language is no longer a barrier – Akia automatically detects the guest's preferred language and auto-translates it into the staff's select language and vice-versa.
---
# Mari Jean Hotel — Eliminate Manual Data Entry
URL: https://www.akia.com/case-studies/mari-jean-hotel-eliminate-manual-data-entry
## Challenge
## **Background**
Mari Jean Hotel needed a more efficient way to manage guest interactions, [eliminate manual data entry](/platform/digital-check-in), and seamlessly integrate Mews with their guest communication tools. Their previous platform failed to deliver on its promised two-way integration, creating operational challenges and inefficiencies.
### Manual Data Entry & Inefficient Processes
Without proper integration, Mari Jean Hotel’s staff had to manually transfer guest data into Mews, adding unnecessary workload. Key issues included:
- Guest registration data had to be re-entered manually, increasing the risk of errors.
- Paper registration cards required scanning and uploading, slowing down front desk operations.
- Arrival times, vehicle details, and check-in statuses didn’t sync properly, making it difficult to manage guest arrivals.
### Lack of Customization and Branding
Their previous system lacked flexibility and customization, making it difficult to create a seamless and engaging guest experience.
- Their previous system offered limited flexibility in designing guest-facing content that resulted in a lackluster and less user-friendly experience.
- Guest communication was generic, with minimal control over customizing messages based on guest details.
- Guests often miss important terms and conditions, leading to misunderstandings and negative reviews.
## Solution
### Seamless PMS Integration
[Akia fully integrates with Mews](/marketplace/mews), allowing guest data, arrival times, and vehicle details to automatically sync so that they can prepare ahead for guests’ arrivals. With the strong integration, Mari Jean Hotel eliminated having to manually input data captured within Akia and into Mews.
### Automated Guest Communication
Personalized, scheduled messages to guests based on their journey, from pre-arrival to post-stay. Automated responses streamline conversations with guests and invite more personalized interactive communication between guests and staff members.
A more affordable SMS solution with increased customization, allowing the property to broadcast messages to in-house guests and offer promotions using built-in features designed for Upsells in the Mini App.
Parking permit distribution was quicker—guests can submit their requests through Akia, reducing wait times and simplifying the process for staff. If a guest indicates they need parking during digital check-in, they’ll automatically receive a parking permit request form, making it quick and convenient to complete the request.
### User-Friendly and Visually Engaging Mini Apps
[Akia’s Mini Apps](/platform/mini-apps) provided a **branded and intuitive guest experience**, replacing clunky email templates. With simple drag-and-drop functionality, staff can quickly add details like hotel features, dining options, shopping, galleries, and reservation information. The customizable templates make it easy to update content, ensuring guests always have the latest information.
Accessible from any mobile device, guests can conveniently check-in, view arrival guides, and explore property amenities anytime.
---
# Hawaiian Hotels & Resort — Leveraging SMS Marketing To Drive More Bookings
URL: https://www.akia.com/case-studies/leveraging-sms-marketing-to-drive-more-bookings
## Challenge
## Run successful SMS campaigns
It’s no question that many travel destinations, including Hawaii, took a hit because of the pandemic. However, even with restrictions being lifted, businesses take a while to normalize as people get re-acquainted with traveling.
Royal Lahaina Resort and Royal Kona Resort looked into offering multiple great deals as the islands reopened for travelers to generate demand and get more bookings. As an experienced digital marketer, Taylor Shumate (Digital Marketing Director @ Hogan Hospitality Group) looked to Akia to help reengage with her guests and boost bookings for the resorts for the upcoming months.
Guests were already familiar with Akia’s contactless communication, as they were already engaging with the properties over text messaging during their previous stays. Taylor saw [text-messaging campaigns](/platform/marketing) as a highly engaging, personalized channel to supplement her digital marketing efforts to drive more business for Hawaiian Hotels.
## Solution
## Reach the right audience with advanced targeting
With [Akia's advanced targeting capabilities](/platform/crm), pilot campaigns used Designated Market Area (DMA) to target local Hawaiian residents and mainland guests. This utilization allowed Royal Lahaina and Royal Kona to personalize offers to their guests based on their residencies, increasing the campaigns' efficiency.
---
# Dylan Hotel NYC — Climb 300+ ranks on TripAdvisor
URL: https://www.akia.com/case-studies/climb-300-ranks-on-tripadvisor
## Challenge
## More information, less work.
Before [automating with Akia](https://www.akia.com/features/workflows), Dylan Hotel NYC relied on printed registration cards, which required a lot of back and forth with the guests. Things got extra tricky in keeping tabs on additional guests that were not communicated about. The manual work and security concerns often got in the way of productivity.
Switching to Akia’s Reg Cards for pre-arrival processes and leveraging its [integration with Infor](https://www.akia.com/integration/infor-hms) solved multiple issues for the Dylan Hotel NYC. The Reg Cards prompt the guest to input contact details and additional guest information. Information plugged in by the guest automatically translates from Akia Reg Cards into Infor without having to go back and forth between multiple apps.
## Solution
## Seal positive reviews.
At the time of implementation, Dylan Hotel NYC ranked #390 of 515 hotels in New York City on TripAdvisor. With Akia’s help, in a little over three years, they improved their ranking to #63 out of 515.
Akia’s feedback review management redirects happy guests to sites like TripAdvisor, making it super easy for them to leave a positive review. Timing is always the key; Akia automatically requests guests for feedback and reminds them to review right after their unique and memorable stay.
---
# Cedar Lakes Estate — Read how Cedar Lakes Estate did $20k in upsell revenue
URL: https://www.akia.com/case-studies/read-how-cedar-lakes-estate-did-20k-in-upsell-revenue
## Challenge
Cedar Lakes Estate aimed to increase upsells for their layer-on packages, which included a range of experiences such as activities, classes, dinners, and enhancements such as items, food, and drinks. However, their manual processes hindered their ability to showcase and promote these offerings to guests, resulting in missed opportunities throughout each touchpoint.
Despite offering layer-on packages with various experiences and items, they faced challenges in effectively showcasing them to guests. Low email open rates meant that guests were not seeing these packages, contributing to the difficulty in promoting them.
## Solution
Akia’s Mini App allowed Cedar Lakes Estate to [showcase and promote their upsell packages](/platform/upsells) more effectively, driving revenue for their add-ons. Akia facilitated text messaging of these packages to guests throughout the guest, significantly boosting engagement and exposure to available offerings compared to traditional email and phone calls. Staff are able to set up a workflow to automate the entire process and promote packages at the right time. Items such as food orders and activity packages were promoted pre-arrival and throughout their stay.
Additionally, Akia’s user-friendly platform allowed Cedar Lakes Estate to easily create various guides promoting their items. Similar to an app, [Akia’s web-based mini app](/platform/mini-apps) allows guests to access the guides without the need for app downloads or logins.
By automating their guest communication, travel calls, layer-ons, and payments, Cedar Lakes Estate was able to reduce time spent in administrative tasks and streamline operations, ultimately allowing staff to focus more on delivering exceptional guest experiences.
---
# The Angler Lodge — Deliver door locks >50% faster
URL: https://www.akia.com/case-studies/deliver-door-locks-50-faster
## Challenge
The main concern was implementing a reliable and efficient system for managing guest check-ins and access control without a front desk. They needed a solution that could generate and communicate door codes, verify guest information, and ensure a seamless check-in process, all remotely.
Additionally, there was the concern of accommodating guests who might arrive unexpectedly after hours where there would be no front desk staff available. Without a front desk, it was crucial to have a system in place that allowed these guests to get access and enter their units immediately. Failure to accommodate such guests would result in lost bookings or revenue.
## Solution
Integrating with Akia from day one made the opening week a breeze. Once Akia was up and running, the team realized how fast and reliable it was in managing the initial influx of guests, from automatically generating and immediately sending over the door codes once the [registration form was completed via text message](/platform/digital-check-in) for enhanced security.
Akia allowed seamless integration with [Schlage, a smart lock system](/platform/keyless-entry), enabling guests to enter their access code on a dial pad to unlock their doors. Once the Schlage locks were installed, Akia took care of the rest.
Staff could manage door codes and guest check-ins across properties on a single platform. With a quick glance at the dashboard, they can view upcoming arrivals, check who had submitted their registration cards, see room assignments, confirm balance due, verify guest identities, and confirm keycodes are sent on time. Then they can track who completed a particular task, and either automatically or manually send a reminder message.
Akia enabled The Angler Lodge to handle unexpected late arrivals, regardless of booking channel. Guests arriving at night or checking in during off-hours could receive their access codes within minutes, ensuring they could enter their units without delay. This capability prevented potential lost bookings if there was no staff at the property.
### Why they chose Akia:
- Cost effective - Ongoing cost of replacing access cards and front desk operations.
- Easy implementation - Simple and straightforward setup process.
- Integration with Schlage locks, including other smart lock brands.
- Remote Access - Ability to manage codes and check-ins virtually for all properties.
---
# Elmore Court estate — Deliver high-end staff-less operations
URL: https://www.akia.com/case-studies/deliver-high-end-staff-less-operations
## Challenge
## We Just Need Remote Locks to Work
**Summary Statement:**
The difficulty in adopting and implementing many systems put Luke in a challenging position 10 days before launch.
Luke is a veteran with over 30 years of experience in hotels, covering roles from the kitchen to sales & marketing. For the past decade, he has been a general manager.
Luke had trouble adopting other systems. After troubleshooting for over a month, Luke found himself 2 weeks away from launch, without a way to provide [remote access for guests](/platform/keyless-entry), a key feature of Elmore Court Treehouses. Meanwhile, demand was higher than expected and the property was overbooked with high-value guests, meaning that a less than perfect experience could be disastrous for Elmore Court’s reputation.
## Solution
## FLEXIPASS webkeys + Akia
At the 11th hour, Luke discovered [FLEXIPASS](/marketplace/flexipass) and Akia. Within days, the combination of Cloudbeds, FLEXIPASS, and Akia made digital keys work. Luke could finally breathe. Over the next few weeks, Luke was delighted by additional Akia features:
- [Registration cards that verify IDs](/platform/digital-check-in), capture signatures, specific preferences, and request amenities or experiences
- Arrival guides that provide clear instructions on remote access and directions to cabins
- Online conversations with guests, including pre-arrival food & beverage orders
- Mini-apps that are fully customizable to your branding and language
- Guest feedback surveys with a 50% response rate vs. the benchmark 20% (because Akia uses smart text, WhatsApp, and email), enabling rigorous analysis
In particular, online conversations and surveys allowed Luke to identify demand from a significant number of guests for a specific upsell experience unique to the property: smart telescopes that take advantage of dark skies. Guests are prompted to download the telescope app pre-arrival via Akia. Upsell experiences are already generating >£5k/year in additional revenue for Luke, and he’s just getting started.
---
# Peppertree Hospitality — Take the Busy out of Business
URL: https://www.akia.com/case-studies/take-the-busy-out-of-business
## Challenge
## Phones ringing off the hook?
As the premier hotels in their respective areas, PHG hotels receive constant phone calls from prospective guests with many inquiries. With many guests arriving and departing during peak hours, it can be difficult for staff to keep up with the call volume while handling the guests standing in front of them, and many calls may go unanswered.
With [Akia’s Missed-Call-to-Text feature](/agents/voice), PHG can rely on Akia to intercept missed phone calls and automatically engage guests who called via text message. This allows the properties to provide critical information to the calling guests and also create an additional communication channel for guests to ask their questions.
Staff no longer have to fret about missing phone calls because they know Akia is there to help those guests when they are unable to. To date, Akia has engaged with nearly tens of thousands phone calls on behalf of properties.
## Solution
## Something we can 100% agree on
While delivering digital registration cards over text messages prior to check-in has drastically increased the open and completion rate, some guests may still arrive at the property empty-handed with their registration card incomplete.
Akia provides a tablet kiosk solution that allows front desk agents to quickly and easily push registration cards to an accessible tablet where guests can sign and complete the agreements. Instead of printing the agreement for guests to sign or asking them to pull out their phones, staff can simply offer the front desk tablet.
With the combination of [delivering registration cards via text messaging](/platform/digital-check-in) and tablet kiosk, PHG has fully digitized registration card signatures and get a near 100% completion rate from all their arriving guests.
---
# Hotel Royal Long Beach — Streamlining Operations with Akia
URL: https://www.akia.com/case-studies/streamlining-operations-with-akia
## Challenge
## No contact, no problem
This family-run hotel sits right in the heart of the East Village Arts District of downtown Long Beach — a vibrant, walkable neighborhood filled with local restaurants, coffee shops, and art galleries.
The property deployed Akia to facilitate [contactless communication with their guests](/agents/guest-messaging) during these turbulent times with Covid-19. By allowing the staff to engage and communicate with guests over text messaging, Hotel Royal Long Beach reduced staffing hours at the front desk. As a result, they successfully minimized guest contact while maintaining their service level to the same high standard as before.
## Solution
## Streamlined service
Additionally, by leveraging [Akia's team chat](/platform/team-chat), Hotel Royal Long Beach streamlined internal communications and operations with Housekeeping, Maintenance, and Management teams. Akia's mobile app messaging supported housekeepers to:
1\. Alert maintenance of any potential issues or damages.
2\. Send management requests to place new supplies orders. The teams also utilized Akia’s image attachment feature - they could easily upload pictures of persisting issues or set up requests for any new items.
---
# Fairfield Plantation Resort — Staying Connected No Matter The Distance
URL: https://www.akia.com/case-studies/staying-connected-no-matter-the-distance
## Challenge
## Every day is different
Fairfield Plantation Resort’s check-in process can be different based on the day and staff’s availability in the front office.
The Resort can readily welcome its guests by leveraging [Akia’s customizable Scheduled Messaging](/agents/guest-messaging). For example, based on which day of the week is the arrival, Fairfield can automatically customize their pre-arrival message that provides [accurate check-in instructions](/platform/digital-check-in) to the arriving guests.
## Solution
## Many addresses, one setup
Based on guests’ attributes (i.e., the unit they are staying in), Akia can populate and customize messages and digital booklets. Unlike a traditional hotel with one large building and multiple rooms, Fairfield Plantation Resort’s rentals are free-standing condos & cottages that spread across many acres. This means that, like any other gated community, addresses on Google Maps are not always accurate, and they won’t take the guests directly to their units. Luckily, with Akia, property managers can dynamically and automatically provide Google Maps with the correct GPS coordinates to the designated units, so guests are never lost while getting to their destinations.
---
# LOGE Westport — Operate staff-free with Akia x RemoteLock.
URL: https://www.akia.com/case-studies/operate-staff-free-with-akia-x-remotelock
## Challenge
## Operate without 24/7 office.
LOGE Westport is a non-traditional outdoor hotel with a mix of rooms and campsites, making it distinctive for the team to manage unit accessibility. Before implementing Akia and leveraging its real-time sync with RemoteLock, LOGE Westport relied on longer processes to get door codes to guests, costing them time and money.
Setting up [**Akia and RemoteLock integration**](https://www.akia.com/integration/remotelock?utm_source=website&utm_medium=case_study&utm_campaign=AkiaxRemoteLock) enables LOGE Westport to create a streamlined end-to-end automated workflow – from identifying new arriving guests and having them sign up via Reg Cards to sending unit location maps, door codes, and community area and bathroom accessibility.
## Solution
## Communicate effectively.
Before introducing Akia, LOGE Westport worked with another provider that worked only via website and message updates, often resulting in delayed communication. With Akia, the property, the staff can access the app making it easier to stay connected with the guests on the go, and facilitate better communication management.
Akia's Mini Apps, Booklets, Reg Cards, and automation streamline arrival processes and execute seamless back-and-forth communication.
---
# Santa Barbara Inn — Providing Personalized Experience Through Akia's Text Messaging
URL: https://www.akia.com/case-studies/providing-personalized-experience-through-akias-text-messaging
Akia has improved guest interactions with Santa Barbara Inn and streamlined operations without sacrificing the personal touch they're known for.
---
# The Bellmoor — Prioritizing Guest Experience
URL: https://www.akia.com/case-studies/prioritizing-guest-experience
## Challenge
## Mobile Broadcast
BENJAMIN RECALLS A STORY ABOUT ONE EARLY MORNING, WHEN THE HOTEL LOST ALL HOT WATER.
"Normally, I ask my front desk staff to call every room in house, and notify each guest of the situation. This process can take between 30-45 minutes and normally results in several unanswered calls. With Akia, that changed instantly. I can now easily pull out my phone, tap a button, and [broadcast a message to all in house guests](/agents/guest-messaging) and consistently keep them informed of our progress throughout the day. This significantly cut down on labor time, long distance charges, and annoying phone calls. Our guests were extremely grateful for the constant and convenient updates; our quick response using this system actually led to perfect review scores from our affected guests. You can't ask for a better outcome."
---
# The Maimon Group — Please guests without the scramble.
URL: https://www.akia.com/case-studies/one-stop-solution
## Challenge
## An extension of your brand.
Before Akia, The Maimon Group used external applications like WhatsApp to communicate with guests. They created numerous group chats, requiring extra attention. They sent rental rules and contracts manually, either through chat or email, which became challenging to track after a point.
Deploying Akia and leveraging [**Booklets and Mini Apps**](https://www.akia.com/features/mini-apps) enabled The Maimon Group to [**automate pre-arrival processes**](https://www.akia.com/features/workflows)**.** Unlike other applications, Akia operates like an extension. For example, upon booking, guests receive thank you Booklet reflecting The Maimon Group brand, and comprising relevant reservation details. Akia helped The Maimon Group bring in much-needed organization and structure.
## Solution
## Secure Processing.
The Maimon Group required a different set-up for payments, forcing teams to juggle between multiple channels. Instituting Akia to process payments improved operational flow, provided consistency, and made the checkout process more seamless. Plus, having a one stop solution for all guest needs added a modern touch to their guest journeys.
Furthermore, The Maimon Group leverages [**Akia’s integration with Veriff**](https://www.akia.com/integration/veriff) \- an industry leader in online identity verification, to detect and prevent credit card fraud. This new level of safety emboldens The Maimon Group to provide a faster and better guest experience.
---
# The Bellmoor Inn & Spa — Increased Hotel Revenue Through Akia Guest Messaging
URL: https://www.akia.com/case-studies/increased-hotel-revenue-through-akia-guest-messaging
## Challenge
## Broadcast
Akia has the ability for hotels to broadcast messages to groups of guests. If you ever need to notify guests of incidents in a pinch, Broadcast means a previously 45-minute process now only takes 45 seconds. Useful for alerts or letting guests know about special events. Akia is TCPA compliant, so you don't need to worry about handling unsubscribes to marketing messages.
---
# Coastal Maine Vacations — Cut Operational Cost with Centralized Communication
URL: https://www.akia.com/case-studies/cut-operational-cost-with-centralized-communication
## Challenge
## Teams with limited Bandwidth
Coastal Maine Vacations' tightly-knit team manages numerous units across multiple locations. One of their biggest concerns was managing guests communication.
Before Coastal Maine adopted [Akia](https://www.akia.com/), they used to have outpouring calls, emails, and messages from multiple channels. It was nearly impossible for the team to consolidate communication into one portal without hiring more employees, which only meant one thing - more operational cost.
Switching to Akia allows Coastal Maine Vacations to manage all communication flow in one centralized location without adding additional team members. In addition, with Akia's dashboard, the team gets a real-time snapshot of the company's health, giving them the ability to prioritize and act proactively. As a result, they can respond much faster and from anywhere, on the go.
[Akia’s automated messaging system](https://www.akia.com/features/business-messaging) enabled Coastal Maine Vacations to provide fast and responsive service. And the company no longer needed extra hiring, which helped minimize its operational costs.
## Solution
## One Place Hub
Coastal Maine Vacations utilizes Akia's Unified Inbox to combine all communication. Akia's one inbox approach facilitates their staff to keep all in-house and guest communications organized in one central location. The team can easily consolidate guest messages from VRBO, Airbnb, Whatsapp, SMS, and incoming phone calls.
In addition to managing guest messages, the team uses Akia's Unified Inbox to streamline internal back and forth between staff and housekeepers. The team tracks progress with auto-notifications that comes in via texts - for example, at the start of a clean, when completed and when the housekeepers create a maintenance case. This provides real-time progress without having to dig through emails.
---
# Napili Surf Beach Resort — Get Everyone up to Speed
URL: https://www.akia.com/case-studies/get-everyone-up-to-speed
## Challenge
## Pull Accurate & Necessary Info.
Before implementing [Akia](https://www.akia.com/?utm_source=case_study&utm_medium=partner&utm_campaign=resStream), Napili Surf Beach Resort relied heavily on manual importing data from their PMS - [rezStream](https://www.rezstream.com/) - to communicate with their guests. However, hand-holding every guest and physically keeping track of every reservation was time-consuming and cumbersome.
Administering Akia and leveraging its [seamless integration with rezStream](https://www.akia.com/integration/rezstream?utm_source=case_study&utm_medium=partner&utm_campaign=resStream) elevated the Napili Surf Beach Resort staff, freeing up much of their time. In addition, Akia's ability to automatically pull accurate and necessary data was a game changer for the front desk team. While the integration helped expedite the check-in process, the [automation](https://www.akia.com/features/workflows?utm_source=case_study&utm_medium=partner&utm_campaign=resStream) streamlined the arrivals.
## Solution
## Keep Them Looped In.
Having the ability to reach every guest at the right time and right place is crucial to maintain an optimal guest experience. However, with emails having low open rates, it can get challenging to reach groups of guests simultaneously.
Introducing Akia's broadcast into their daily operations yielded positive impacts, saving Napili Surf Beach Resort staff tremendous time. They could instantly get everyone up to speed on new updates, events, and emergencies. In addition, employing broadcast contributed to a significant rise in guest engagement.
---
# The Docent's Collection — Automate Arrivals with Text-Messaging and Digital Keys
URL: https://www.akia.com/case-studies/automate-arrivals-with-text-messaging-and-digital-keys
## Challenge
## Pre-arrival, Pre-register, Pre-pare for everything
To help prepare for the guest’s arrival in advance, The Docent's Collection leverages [Akia’s Registration Card to capture guest registrations](/platform/digital-check-in), their signatures, and their estimated arrival time. Streamlining this check-in process over text messaging before arrival has allowed the property to prioritize better housekeeping based on guests’ estimated arrival times and capture special requests and preferences.
## Solution
## Unlock your guest journey
A contactless guest journey won’t be complete if the guest cannot get into their room! With Akia’s integration into [FLEXIPASS](/platform/keyless-entry) — a fast and easy mobile key access solution — guests no longer need to wait for their keys to relax in their rooms after arrival. The staff at The Docent's Collection can issue and automatically text the generated digital door keys to their guests. No more lost keys, no more lines at reception, no more waiting
---
# Dylan Hotel — Akia Enables Easy Communication In Foreign Languages
URL: https://www.akia.com/case-studies/akia-enables-easy-communication-in-foreign-languages
## Challenge
## WhatsApp integration
Akia can send messages to foreign guests via WhatsApp, allowing hotels to stay connected with international travelers and guests seamlessly.
---
# Glen Ivy Hot Springs — Akia Helps Run Safe and Contactless Operations
URL: https://www.akia.com/case-studies/akia-helps-run-safe-and-contactless-operations
## Challenge
## Digital registration cards
Glen Ivy Hot Springs utilizes [Akia's registration card feature](/platform/digital-check-in) to have guests fill out digital Health Screening Questionnaires. With the help of Akia, it's possible for Glen Ivy Hot Springs to regularly screen arriving guests for symptoms while minimizing direct contact between the guests and staff members. Guests receive a link to sign the registration card before check-in. All registration cards can be easily retrieved digitally or printed out physically after guests have signed.
---
## Glossary
# Guest Journey
URL: https://www.akia.com/glossary/guest-journey
The guest journey is the full arc of a guest's relationship with a property, from the first search to the review they leave after they've gone home. It runs through six stages: booking, pre-arrival, arrival and check-in, the stay, check-out, and post-stay. Each stage is a cluster of touchpoints, the moments where a guest hears from the property or reaches out to it.
Mapping the guest journey means laying those stages out and deciding what happens at each one: the booking confirmation, the upsell offer before arrival, the check-in link, the mid-stay message, the review request afterward. A property that maps its journey meets guests at the moment they actually need something, instead of hoping they find their own way. Akia works every one of those touchpoints from a single thread, so the whole journey reads like one conversation.
---
# Yield Management
URL: https://www.akia.com/glossary/yield-management
Yield Management is the practice of adjusting price and availability to earn the most from a fixed, perishable inventory. Rooms are the textbook case: a property has a set number of them, and tonight's unsold room is worth nothing tomorrow.
There's no single formula for it. The discipline is a set of decisions made over and over: what to charge, which channels to sell through, when to open or close a rate, and which bookings to turn away in favor of better ones.
The trade-off it manages is rate against volume. Selling out early at a low rate leaves money behind when demand keeps building, and holding rate too long leaves rooms empty on the night. [RevPAR](/glossary/revenue-per-available-room) is the usual scoreboard, because it only improves when the combination of the two improves.
In practice it runs on restrictions as much as on price. A [minimum length of stay](/glossary/minimum-length-of-stay) protects a peak date, closed-to-arrival rules protect a valuable stay pattern, and channel-level controls decide who sees which rate.
Yield management and revenue management get used interchangeably, though revenue management is the broader term. Yield management is traditionally about rooms; revenue management covers total profitability across every revenue stream, which is where [TRevPAR](/glossary/total-revenue-per-available-room) and [GOPPAR](/glossary/gross-operating-profit-per-available-room) come in.
---
# Average Length of Stay
URL: https://www.akia.com/glossary/average-length-of-stay
Average Length of Stay is the average number of nights a guest books per reservation. It's an operations metric as much as a revenue one, because short stays cost more to service than long ones.
```
ALOS = Total room-nights sold / Number of bookings
```
A property that sold 2,880 room-nights across 960 reservations has an ALOS of 3.0 nights.
Longer stays are cheaper per night to run. One arrival, one departure, and one deep clean spread across more nights means less front-desk time and less housekeeping turnover, which pulls down [cost per occupied room](/glossary/cost-per-occupied-room). That's why a property will accept a lower nightly rate for a longer booking and still come out ahead.
ALOS is also the lever behind stay restrictions. A [minimum length of stay](/glossary/minimum-length-of-stay) on a peak weekend protects a property from a one-night booking that blocks a more valuable pair of nights, which is [yield management](/glossary/yield-management) applied to length instead of price.
Watch it by segment. A blended ALOS that holds steady can hide a collapse in longer leisure stays offset by a rise in one-night business travel, and those two want very different things from your pricing.
---
# RevPAR Index
URL: https://www.akia.com/glossary/revpar-index
RevPAR Index, also called RGI or RevPAR Generation Index, is a property's RevPAR measured against its competitive set. It's how a property finds out whether a good month was its own doing or the whole market's.
```
RevPAR Index = (Your RevPAR / Comp set RevPAR) x 100
```
A score of 100 means a property captured exactly its fair share of the market. Above 100 means it took more than its share, and below 100 means it left some on the table.
A property running $120.00 [RevPAR](/glossary/revenue-per-available-room) against a comp set at $100.00 has a RevPAR Index of 120, so it earned 20% more per available room than its competitors did.
This is the metric that survives a bad market. RevPAR falling 10% while the comp set falls 15% is a share gain, and reading the absolute number on its own would have you fixing something that isn't broken. It cuts the other way too: a record month in a market that grew faster than you did is a share loss.
Index data usually comes from a benchmarking service such as STR, and it's only as good as the comp set behind it. A mismatched set of competitors produces a confident, useless number, so the set is worth arguing about before the index is worth trusting.
Work out the underlying figure with the [RevPAR calculator](/tools/revpar-calculator).
---
# Cost per Occupied Room
URL: https://www.akia.com/glossary/cost-per-occupied-room
Cost per Occupied Room is what it costs a property to service one sold room for one night. It's the expense side of the rooms department, and it's what turns a rate decision into a margin decision.
```
CPOR = Rooms department operating costs / Rooms sold
```
The costs that belong in it are the ones that arrive with the guest: housekeeping labor, linen, laundry, amenities, in-room supplies, and the utilities an occupied room burns. Fixed overhead like rent and salaried management usually stays out, because it doesn't move with the room count.
Take a property that sold 2,880 room-nights and spent $172,800 servicing them. CPOR is $60.00. Against an [ADR](/glossary/average-daily-rate) of $150.00, that leaves $90.00 a night before the rest of the P&L.
CPOR is what tells you where a rate floor actually sits. A discounted room that still clears CPOR contributes something; one that doesn't costs money to accept, which is how a busy month ends up less profitable than a quieter one.
It's also the number to watch when occupancy climbs, because variable cost climbs with it. [GOPPAR](/glossary/gross-operating-profit-per-available-room) is where that shows up, and [ALOS](/glossary/average-length-of-stay) is one of the few levers that moves CPOR down.
---
# Gross Operating Profit per Available Room
URL: https://www.akia.com/glossary/gross-operating-profit-per-available-room
GOPPAR, or gross operating profit per available room, is what a property kept after operating costs, spread across every room-night it had available to sell. Of the metrics in common use, it's the closest to actual profitability.
```
GOPPAR = Gross operating profit / Available room-nights
Gross operating profit = Total revenue - Operating expenses
```
Gross operating profit is revenue from every department minus the cost of running them, taken before rent, interest, taxes, depreciation, and management fees.
Take a 120-room property across a 30-night month, so 3,600 available room-nights. Total revenue of $612,000 against $367,200 in operating expenses leaves $244,800 in gross operating profit, so GOPPAR is $68.00.
GOPPAR is the metric that notices cost. A property can lift [RevPAR](/glossary/revenue-per-available-room) by buying occupancy through discounted OTA channels and still watch GOPPAR fall, because commission and the labor of servicing more rooms ate the gain. Two properties can post identical RevPAR and very different GOPPAR, and the one with the better GOPPAR is the better business.
It moves slower than the rest. RevPAR and [ADR](/glossary/average-daily-rate) can be read daily, while GOPPAR waits on a closed month of expenses, so it works as a review metric rather than a pricing one.
For the revenue-only version of the same idea, see [TRevPAR](/glossary/total-revenue-per-available-room), or work out the rooms figure with the [RevPAR calculator](/tools/revpar-calculator).
---
# Total Revenue per Available Room
URL: https://www.akia.com/glossary/total-revenue-per-available-room
Total Revenue per Available Room is every dollar a property earned, not just room revenue, spread across the room-nights it had available to sell. It answers what a room is really worth once food, beverage, spa, parking, and everything else is counted.
```
TRevPAR = Total revenue / Available room-nights
```
Take a 120-room property across a 30-night month, so 3,600 available room-nights. It books $432,000 in room revenue and another $180,000 across restaurant, spa, and parking. Total revenue is $612,000, so TRevPAR is $170.00 against a [RevPAR](/glossary/revenue-per-available-room) of $120.00.
That gap is the whole point of the metric. A resort with three restaurants and a spa can look ordinary on RevPAR and excellent on TRevPAR, while a select-service property will see the two numbers sit close together. Comparing a full-service hotel to a limited-service one on RevPAR alone understates the first one badly.
TRevPAR still counts revenue rather than profit, so it says nothing about what those extra outlets cost to run. A busy restaurant can lift TRevPAR and lose money at the same time. [GOPPAR](/glossary/gross-operating-profit-per-available-room) is the metric that notices.
For the rooms-only version, use the [RevPAR calculator](/tools/revpar-calculator).
---
# Average Daily Rate
URL: https://www.akia.com/glossary/average-daily-rate
Average Daily Rate is the average price a property actually collected for the rooms it sold. It's the cleanest read on pricing power, because it looks only at what guests paid and ignores the rooms that sat empty.
```
ADR = Room revenue / Rooms sold
```
Rooms sold means occupied room-nights, so one three-night stay counts three times. Room revenue means rooms only: food, beverage, spa, parking, and resort fees all stay out of it, which is the most common way an ADR figure gets quietly inflated. Complimentary and house-use rooms come out of both halves, since nobody paid for them.
A property that sold 2,880 room-nights for $432,000 in room revenue has an ADR of $150.00.
ADR is not rack rate. Rack is what a property publishes; ADR is what survived every OTA discount, corporate agreement, package allocation, and last-minute drop. The gap between the two is the real story of how a month sold.
Read it next to volume. ADR rising while [occupancy](/glossary/occupancy-rate) slides usually means a property priced above the market and lost bookings, and [RevPAR](/glossary/revenue-per-available-room) is what tells you whether that trade was worth making.
Work it out with the [ADR calculator](/tools/adr-calculator).
---
# Weighted Average Daily Rate
URL: https://www.akia.com/glossary/weighted-average-daily-rate
Weighted Average Daily Rate is an average room rate that accounts for how many rooms sold at each rate, rather than treating every rate as equally important. It's the difference between the rate a property offered and the rate it achieved.
```
WADR = Sum of (rooms sold at each rate x that rate) / Total rooms sold
```
A simple average of rates misleads whenever volume is uneven. Take a property that sold 1,800 room-nights of leisure business at $165.00 and 1,080 room-nights of corporate business at $125.00. Averaging the two rates gives $145.00. Weighting them by the volume that actually sold gives $150.00, because the higher-rate segment moved more rooms.
That weighted figure is the property's real [ADR](/glossary/average-daily-rate), which is why ADR calculated from a total revenue figure is already weighted by definition. WADR is the term used when the same number is built up from segments or rate plans instead of down from a revenue total, which is how forecasts and budgets are usually assembled.
The distinction matters most when a forecast is being challenged. A budget built on a list of rate plans and an optimistic mix can promise an ADR the property has never achieved, and weighting the mix honestly is what exposes that.
---
# Revenue per Available Room
URL: https://www.akia.com/glossary/revenue-per-available-room
RevPAR, or revenue per available room, is room revenue spread across every room a property had available to sell, including the ones that stayed empty. It's the standard measure of how well a property turned its inventory into money.
```
RevPAR = Room revenue / Available room-nights
RevPAR = ADR x Occupancy
```
Available room-nights is sellable rooms multiplied by the nights in the period, so a 120-room property across a 30-night month has 3,600 of them.
Take that property selling 2,880 room-nights for $432,000 in room revenue. RevPAR is $432,000 / 3,600, or $120.00. The second formula gets you the same place: $150.00 ADR at 80% occupancy is $120.00.
RevPAR is the metric that catches both halves of a month. [Average Daily Rate](/glossary/average-daily-rate) counts only the rooms that sold, so it flatters a quiet month at a high rate. [Occupancy Rate](/glossary/occupancy-rate) ignores price, so it flatters a full house you discounted to fill.
It sees rooms and nothing else, though, so a property earning well on food, spa, or parking is doing better than its RevPAR suggests. [Total Revenue per Available Room](/glossary/total-revenue-per-available-room) is the version that counts the rest.
Work it out with the [RevPAR calculator](/tools/revpar-calculator).
---
# Occupancy Rate
URL: https://www.akia.com/glossary/occupancy-rate
Occupancy Rate is the share of a property's sellable inventory that actually sold. It answers how full you ran, and nothing else.
```
Occupancy = Rooms sold / Available room-nights
Available room-nights = Sellable rooms x Nights in period
```
The denominator is where most mistakes happen. It counts every room for every night in the period, whether or not anyone slept in it, so a 120-room property across a 30-night month has 3,600 available room-nights, not 120.
Two adjustments keep the number honest. Rooms genuinely out of service for maintenance usually come out of the denominator, and complimentary or house-use rooms come out of the numerator. Do it the same way every month, or a month-over-month comparison measures your bookkeeping instead of your business.
That 120-room property selling 2,880 room-nights ran 80% occupancy.
Because occupancy has no price in it, you can always buy more of it by charging less. A property that holds rate at 70% occupancy and $180.00 [ADR](/glossary/average-daily-rate) earns $126.00 [RevPAR](/glossary/revenue-per-available-room). One that discounts to fill at 90% and $130.00 earns $117.00. The fuller month made less per available room.
For short-term rentals the formula is identical with unit-nights in place of room-nights. The difference is what counts as available: owner stays, seasonal closures, and a listing that was only live for eleven days of the month all change the denominator.
Work it out with the [occupancy calculator](/tools/occupancy-calculator).
---
# Comp / Comped
URL: https://www.akia.com/glossary/comp-comped
## What it means to comp something
"Comp" is short for "complimentary." When a property comps a charge, it takes it off the guest's bill or never adds it in the first place. You'll hear it as a verb ("we comped the parking") and a noun ("the late checkout was a comp"). Either way, the guest doesn't pay.
## Comp vs. discount
A comp is fully free, nothing is charged. A discount lowers the price, so the guest still pays part of it.
For the full picture, including how comps work at casinos and restaurants and how to get comped, read [What does "comped" mean?](/blog/what-does-comped-mean).
---
# Wholesale Rate
URL: https://www.akia.com/glossary/wholesale-rate
Wholesale Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Wholesale Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Wholesale Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Wholesale Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Walk / Walked
URL: https://www.akia.com/glossary/walk-walked
Walk / Walked is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Walk / Walked removes guesswork from a busy shift.
Because communication is everything in hospitality, Walk / Walked acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Waitlist
URL: https://www.akia.com/glossary/waitlist
Waitlist sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Waitlist turns data into delightful service.
On a technical level, Waitlist may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Voice Assistant
URL: https://www.akia.com/glossary/voice-assistant
Voice Assistant sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Voice Assistant turns data into delightful service.
On a technical level, Voice Assistant may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Virtual Credit Card
URL: https://www.akia.com/glossary/virtual-credit-card
Virtual Credit Card is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Virtual Credit Card often influences pricing, staffing or guest communication.
Knowing how Virtual Credit Card works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Vector Embeddings
URL: https://www.akia.com/glossary/vector-embeddings
Vector Embeddings sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Vector Embeddings turns data into delightful service.
On a technical level, Vector Embeddings may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Vector Database
URL: https://www.akia.com/glossary/vector-database
Vector Database sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Vector Database turns data into delightful service.
On a technical level, Vector Database may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Understay
URL: https://www.akia.com/glossary/understay
Understay is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Understay often influences pricing, staffing or guest communication.
Knowing how Understay works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Turn-down Service
URL: https://www.akia.com/glossary/turn-down-service
Turn-down Service is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Turn-down Service removes guesswork from a busy shift.
Because communication is everything in hospitality, Turn-down Service acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Turn
URL: https://www.akia.com/glossary/turn
Turn is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Turn removes guesswork from a busy shift.
Because communication is everything in hospitality, Turn acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Travel Agent Commission
URL: https://www.akia.com/glossary/travel-agent-commission
Travel Agent Commission is the rules of engagement between a property and its guests or distribution partners. Much like the fine print on a concert ticket, it spells out who pays what, when, and under what conditions. These policies protect the hotel's revenue while also setting expectations for travellers, and they vary from flexible and guest-friendly to rigid and highly protective.
For managers, understanding Travel Agent Commission means you can tailor your offers to different markets, balance risk and reward, and avoid unpleasant surprises. Communicating these policies clearly on your website and through OTAs helps reduce disputes and builds trust. Savvy hoteliers tweak them based on demand seasons, group size or channel performance, treating them as adjustable levers rather than static text.
---
# Transient vs Group
URL: https://www.akia.com/glossary/transient-vs-group
Transient vs Group is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Transient vs Group often influences pricing, staffing or guest communication.
Knowing how Transient vs Group works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Walk-in
URL: https://www.akia.com/glossary/walk-in
Walk-in is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Walk-in removes guesswork from a busy shift.
Because communication is everything in hospitality, Walk-in acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Tokenization
URL: https://www.akia.com/glossary/tokenization
Tokenization sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Tokenization turns data into delightful service.
On a technical level, Tokenization may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Stop Sell
URL: https://www.akia.com/glossary/stop-sell
Stop Sell is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Stop Sell often influences pricing, staffing or guest communication.
Knowing how Stop Sell works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Shoulder Season
URL: https://www.akia.com/glossary/shoulder-season
Shoulder Season is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Shoulder Season often influences pricing, staffing or guest communication.
Knowing how Shoulder Season works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Sentiment Analysis
URL: https://www.akia.com/glossary/sentiment-analysis
Sentiment Analysis is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Sentiment Analysis often influences pricing, staffing or guest communication.
Knowing how Sentiment Analysis works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Seasonal Cancellation Policy
URL: https://www.akia.com/glossary/seasonal-cancellation-policy
Seasonal Cancellation Policy is the rules of engagement between a property and its guests or distribution partners. Much like the fine print on a concert ticket, it spells out who pays what, when, and under what conditions. These policies protect the hotel's revenue while also setting expectations for travellers, and they vary from flexible and guest-friendly to rigid and highly protective.
For managers, understanding Seasonal Cancellation Policy means you can tailor your offers to different markets, balance risk and reward, and avoid unpleasant surprises. Communicating these policies clearly on your website and through OTAs helps reduce disputes and builds trust. Savvy hoteliers tweak them based on demand seasons, group size or channel performance, treating them as adjustable levers rather than static text.
---
# Run of House
URL: https://www.akia.com/glossary/run-of-house
Run of House is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Run of House removes guesswork from a busy shift.
Because communication is everything in hospitality, Run of House acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Room Upgrade
URL: https://www.akia.com/glossary/room-upgrade
Room Upgrade is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Room Upgrade removes guesswork from a busy shift.
Because communication is everything in hospitality, Room Upgrade acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Room Move
URL: https://www.akia.com/glossary/room-move
Room Move is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Room Move removes guesswork from a busy shift.
Because communication is everything in hospitality, Room Move acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Room Inventory
URL: https://www.akia.com/glossary/room-inventory
Room Inventory is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Room Inventory removes guesswork from a busy shift.
Because communication is everything in hospitality, Room Inventory acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Room Block
URL: https://www.akia.com/glossary/room-block
Room Block is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Room Block removes guesswork from a busy shift.
Because communication is everything in hospitality, Room Block acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Retrieval-Augmented Generation
URL: https://www.akia.com/glossary/retrieval-augmented-generation
Retrieval-Augmented Generation is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Retrieval-Augmented Generation often influences pricing, staffing or guest communication.
Knowing how Retrieval-Augmented Generation works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Reservation Cut-off Date
URL: https://www.akia.com/glossary/reservation-cut-off-date
Reservation Cut-off Date is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Reservation Cut-off Date removes guesswork from a busy shift.
Because communication is everything in hospitality, Reservation Cut-off Date acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Reinforcement Learning from Human Feedback
URL: https://www.akia.com/glossary/reinforcement-learning-from-human-feedback
Reinforcement Learning from Human Feedback sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Reinforcement Learning from Human Feedback turns data into delightful service.
On a technical level, Reinforcement Learning from Human Feedback may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Reinforcement Learning
URL: https://www.akia.com/glossary/reinforcement-learning
Reinforcement Learning sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Reinforcement Learning turns data into delightful service.
On a technical level, Reinforcement Learning may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Recommendation Engine
URL: https://www.akia.com/glossary/recommendation-engine
Recommendation Engine sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Recommendation Engine turns data into delightful service.
On a technical level, Recommendation Engine may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Rate Shopper
URL: https://www.akia.com/glossary/rate-shopper
Rate Shopper is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Rate Shopper takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Rate Shopper helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Rate Shopper shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Rate Plan
URL: https://www.akia.com/glossary/rate-plan
Rate Plan is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Rate Plan takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Rate Plan helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Rate Plan shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Rate Parity
URL: https://www.akia.com/glossary/rate-parity
Rate Parity is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Rate Parity takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Rate Parity helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Rate Parity shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Rate Ladder
URL: https://www.akia.com/glossary/rate-ladder
Rate Ladder is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Rate Ladder takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Rate Ladder helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Rate Ladder shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Rate Fence
URL: https://www.akia.com/glossary/rate-fence
Rate Fence is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Rate Fence takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Rate Fence helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Rate Fence shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Rate Code
URL: https://www.akia.com/glossary/rate-code
Rate Code is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Rate Code takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Rate Code helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Rate Code shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Rack Rate
URL: https://www.akia.com/glossary/rack-rate
Rack Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Rack Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Rack Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Rack Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Property Management System
URL: https://www.akia.com/glossary/property-management-system
Property Management System sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Property Management System turns data into delightful service.
On a technical level, Property Management System may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Prompt Engineering
URL: https://www.akia.com/glossary/prompt-engineering
Prompt Engineering sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Prompt Engineering turns data into delightful service.
On a technical level, Prompt Engineering may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Pre-Arrival
URL: https://www.akia.com/glossary/pre-arrival
Pre-Arrival is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Pre-Arrival often influences pricing, staffing or guest communication.
Knowing how Pre-Arrival works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Post-Stay
URL: https://www.akia.com/glossary/post-stay
Post-Stay is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Post-Stay often influences pricing, staffing or guest communication.
Knowing how Post-Stay works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Pick-up Pace
URL: https://www.akia.com/glossary/pick-up-pace
Pick-up Pace is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Pick-up Pace often influences pricing, staffing or guest communication.
Knowing how Pick-up Pace works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Pick-up
URL: https://www.akia.com/glossary/pick-up
Pick-up is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Pick-up often influences pricing, staffing or guest communication.
Knowing how Pick-up works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Per Diem Rate
URL: https://www.akia.com/glossary/per-diem-rate
Per Diem Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Per Diem Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Per Diem Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Per Diem Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Payment Gateway
URL: https://www.akia.com/glossary/payment-gateway
Payment Gateway is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Payment Gateway often influences pricing, staffing or guest communication.
Knowing how Payment Gateway works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Partial Refund Policy
URL: https://www.akia.com/glossary/partial-refund-policy
Partial Refund Policy is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Partial Refund Policy takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Partial Refund Policy helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Partial Refund Policy shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Package Rate
URL: https://www.akia.com/glossary/package-rate
Package Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Package Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Package Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Package Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Package
URL: https://www.akia.com/glossary/package
Package is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Package often influences pricing, staffing or guest communication.
Knowing how Package works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# PAX
URL: https://www.akia.com/glossary/pax
Pax is a term used to indicate the number of people included in a booking, reservation, or event. It provides a simple way for staff to record and communicate guest counts across different areas of a property, from rooms to restaurants to group activities.
Tracking pax is essential for planning and operations because it influences how rooms are assigned, how many meals need to be prepared, and how much staff is scheduled. By clearly defining the number of guests involved, pax helps properties streamline coordination, reduce errors, and ensure that services are delivered smoothly.
---
# Overstay
URL: https://www.akia.com/glossary/overstay
Overstay is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Overstay often influences pricing, staffing or guest communication.
Knowing how Overstay works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Overbooking
URL: https://www.akia.com/glossary/overbooking
Overbooking is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Overbooking removes guesswork from a busy shift.
Because communication is everything in hospitality, Overbooking acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Out of Service Room
URL: https://www.akia.com/glossary/out-of-service-room
Out of Service Room is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Out of Service Room removes guesswork from a busy shift.
Because communication is everything in hospitality, Out of Service Room acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Out of Order Room
URL: https://www.akia.com/glossary/out-of-order-room
Out of Order Room is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Out of Order Room removes guesswork from a busy shift.
Because communication is everything in hospitality, Out of Order Room acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Out of Inventory Room
URL: https://www.akia.com/glossary/out-of-inventory-room
Out of Inventory Room is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Out of Inventory Room removes guesswork from a busy shift.
Because communication is everything in hospitality, Out of Inventory Room acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Opaque Rate
URL: https://www.akia.com/glossary/opaque-rate
Opaque Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Opaque Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Opaque Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Opaque Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Online Travel Agency
URL: https://www.akia.com/glossary/online-travel-agency
Online Travel Agency is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Online Travel Agency often influences pricing, staffing or guest communication.
Knowing how Online Travel Agency works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# One-Night Cancellation Fee
URL: https://www.akia.com/glossary/one-night-cancellation-fee
One-Night Cancellation Fee is the rules of engagement between a property and its guests or distribution partners. Much like the fine print on a concert ticket, it spells out who pays what, when, and under what conditions. These policies protect the hotel's revenue while also setting expectations for travellers, and they vary from flexible and guest-friendly to rigid and highly protective.
For managers, understanding One-Night Cancellation Fee means you can tailor your offers to different markets, balance risk and reward, and avoid unpleasant surprises. Communicating these policies clearly on your website and through OTAs helps reduce disputes and builds trust. Savvy hoteliers tweak them based on demand seasons, group size or channel performance, treating them as adjustable levers rather than static text.
---
# Occupancy Tax
URL: https://www.akia.com/glossary/occupancy-tax
Occupancy Tax is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Occupancy Tax often influences pricing, staffing or guest communication.
Knowing how Occupancy Tax works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# OTB / BOB
URL: https://www.akia.com/glossary/otb-bob
OTB / BOB is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, OTB / BOB often influences pricing, staffing or guest communication.
Knowing how OTB / BOB works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
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# OTA Commission
URL: https://www.akia.com/glossary/ota-commission
**OTA** Commission is the rules of engagement between a property and its guests or distribution partners. Much like the fine print on a concert ticket, it spells out who pays what, when, and under what conditions. These policies protect the hotel's revenue while also setting expectations for travellers, and they vary from flexible and guest-friendly to rigid and highly protective.
For managers, understanding **OTA** Commission means you can tailor your offers to different markets, balance risk and reward, and avoid unpleasant surprises. Communicating these policies clearly on your website and through OTAs helps reduce disputes and builds trust. Savvy hoteliers tweak them based on demand seasons, group size or channel performance, treating them as adjustable levers rather than static text.
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# OOO / OOS
URL: https://www.akia.com/glossary/ooo-oos
OOO / OOS is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, OOO / OOS often influences pricing, staffing or guest communication.
Knowing how OOO / OOS works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
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# Non-Refundable Rate
URL: https://www.akia.com/glossary/non-refundable-rate
Non-Refundable Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Non-Refundable Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Non-Refundable Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Non-Refundable Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
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# No-show
URL: https://www.akia.com/glossary/no-show
No-show is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, No-show takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, No-show helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while No-show shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
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# Night Audit
URL: https://www.akia.com/glossary/night-audit
Night Audit is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Night Audit often influences pricing, staffing or guest communication.
Knowing how Night Audit works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Net Rate
URL: https://www.akia.com/glossary/net-rate
Net Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Net Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Net Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Net Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
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# Net Operating Income
URL: https://www.akia.com/glossary/net-operating-income
Net Operating Income is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Net Operating Income often influences pricing, staffing or guest communication.
Knowing how Net Operating Income works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
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# Natural Language Processing
URL: https://www.akia.com/glossary/natural-language-processing
Natural Language Processing is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Natural Language Processing often influences pricing, staffing or guest communication.
Knowing how Natural Language Processing works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Multi-Agent Systems
URL: https://www.akia.com/glossary/multi-agent-systems
Multi-Agent Systems sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Multi-Agent Systems turns data into delightful service.
On a technical level, Multi-Agent Systems may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
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# Minimum Stay Cancellation Rule
URL: https://www.akia.com/glossary/minimum-stay-cancellation-rule
Minimum Stay Cancellation Rule is the rules of engagement between a property and its guests or distribution partners. Much like the fine print on a concert ticket, it spells out who pays what, when, and under what conditions. These policies protect the hotel's revenue while also setting expectations for travellers, and they vary from flexible and guest-friendly to rigid and highly protective.
For managers, understanding Minimum Stay Cancellation Rule means you can tailor your offers to different markets, balance risk and reward, and avoid unpleasant surprises. Communicating these policies clearly on your website and through OTAs helps reduce disputes and builds trust. Savvy hoteliers tweak them based on demand seasons, group size or channel performance, treating them as adjustable levers rather than static text.
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# Minimum Length of Stay
URL: https://www.akia.com/glossary/minimum-length-of-stay
Minimum Length of Stay is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Minimum Length of Stay often influences pricing, staffing or guest communication.
Knowing how Minimum Length of Stay works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
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# Upselling
URL: https://www.akia.com/glossary/upselling
Upselling is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Upselling often influences pricing, staffing or guest communication.
Knowing how Upselling works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
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# Merchant Model
URL: https://www.akia.com/glossary/merchant-model
Merchant Model is the rules of engagement between a property and its guests or distribution partners. Much like the fine print on a concert ticket, it spells out who pays what, when, and under what conditions. These policies protect the hotel's revenue while also setting expectations for travellers, and they vary from flexible and guest-friendly to rigid and highly protective.
For managers, understanding Merchant Model means you can tailor your offers to different markets, balance risk and reward, and avoid unpleasant surprises. Communicating these policies clearly on your website and through OTAs helps reduce disputes and builds trust. Savvy hoteliers tweak them based on demand seasons, group size or channel performance, treating them as adjustable levers rather than static text.
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# Meetings, Incentives, Conferences, Exhibitions
URL: https://www.akia.com/glossary/meetings-incentives-conferences-exhibitions
Meetings, Incentives, Conferences, Exhibitions is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Meetings, Incentives, Conferences, Exhibitions often influences pricing, staffing or guest communication.
Knowing how Meetings, Incentives, Conferences, Exhibitions works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
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# Maximum Length of Stay
URL: https://www.akia.com/glossary/maximum-length-of-stay
Maximum Length of Stay is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Maximum Length of Stay often influences pricing, staffing or guest communication.
Knowing how Maximum Length of Stay works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
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# Market Segment
URL: https://www.akia.com/glossary/market-segment
Market Segment is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Market Segment often influences pricing, staffing or guest communication.
Knowing how Market Segment works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Maintenance Block
URL: https://www.akia.com/glossary/maintenance-block
Maintenance Block is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Maintenance Block removes guesswork from a busy shift.
Because communication is everything in hospitality, Maintenance Block acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Machine Learning
URL: https://www.akia.com/glossary/machine-learning
Machine Learning sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Machine Learning turns data into delightful service.
On a technical level, Machine Learning may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Late Check-out
URL: https://www.akia.com/glossary/late-check-out
Late Check-out is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Late Check-out removes guesswork from a busy shift.
Because communication is everything in hospitality, Late Check-out acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
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# Last Room Availability
URL: https://www.akia.com/glossary/last-room-availability
Last Room Availability is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Last Room Availability removes guesswork from a busy shift.
Because communication is everything in hospitality, Last Room Availability acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Large Language Model
URL: https://www.akia.com/glossary/large-language-model
Large Language Model is the rules of engagement between a property and its guests or distribution partners. Much like the fine print on a concert ticket, it spells out who pays what, when, and under what conditions. These policies protect the hotel's revenue while also setting expectations for travellers, and they vary from flexible and guest-friendly to rigid and highly protective.
For managers, understanding Large Language Model means you can tailor your offers to different markets, balance risk and reward, and avoid unpleasant surprises. Communicating these policies clearly on your website and through OTAs helps reduce disputes and builds trust. Savvy hoteliers tweak them based on demand seasons, group size or channel performance, treating them as adjustable levers rather than static text.
---
# Knowledge Graph
URL: https://www.akia.com/glossary/knowledge-graph
Knowledge Graph is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Knowledge Graph takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Knowledge Graph helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Knowledge Graph shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# IATA Number
URL: https://www.akia.com/glossary/iata-number
IATA Number is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, IATA Number often influences pricing, staffing or guest communication.
Knowing how IATA Number works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Hurdle Rate
URL: https://www.akia.com/glossary/hurdle-rate
Hurdle Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Hurdle Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Hurdle Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Hurdle Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Housekeeping Status
URL: https://www.akia.com/glossary/housekeeping-status
Housekeeping Status is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Housekeeping Status removes guesswork from a busy shift.
Because communication is everything in hospitality, Housekeeping Status acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# House Use Room
URL: https://www.akia.com/glossary/house-use-room
House Use Room is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, House Use Room removes guesswork from a busy shift.
Because communication is everything in hospitality, House Use Room acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Guest Segmentation
URL: https://www.akia.com/glossary/guest-segmentation
Guest Segmentation is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Guest Segmentation removes guesswork from a busy shift.
Because communication is everything in hospitality, Guest Segmentation acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Guest Lifecycle
URL: https://www.akia.com/glossary/guest-lifecycle
Guest Lifecycle is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Guest Lifecycle removes guesswork from a busy shift.
Because communication is everything in hospitality, Guest Lifecycle acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Guardrails
URL: https://www.akia.com/glossary/guardrails
Guardrails sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Guardrails turns data into delightful service.
On a technical level, Guardrails may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Guarantee Policy
URL: https://www.akia.com/glossary/guarantee-policy
Guarantee Policy is the rules of engagement between a property and its guests or distribution partners. Much like the fine print on a concert ticket, it spells out who pays what, when, and under what conditions. These policies protect the hotel's revenue while also setting expectations for travellers, and they vary from flexible and guest-friendly to rigid and highly protective.
For managers, understanding Guarantee Policy means you can tailor your offers to different markets, balance risk and reward, and avoid unpleasant surprises. Communicating these policies clearly on your website and through OTAs helps reduce disputes and builds trust. Savvy hoteliers tweak them based on demand seasons, group size or channel performance, treating them as adjustable levers rather than static text.
---
# Group Rate
URL: https://www.akia.com/glossary/group-rate
Group Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Group Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Group Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Group Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Group Booking Cancellation Terms
URL: https://www.akia.com/glossary/group-booking-cancellation-terms
Group Booking Cancellation Terms is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Group Booking Cancellation Terms removes guesswork from a busy shift.
Because communication is everything in hospitality, Group Booking Cancellation Terms acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Gross Operating Profit
URL: https://www.akia.com/glossary/gross-operating-profit
Gross Operating Profit is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Gross Operating Profit often influences pricing, staffing or guest communication.
Knowing how Gross Operating Profit works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Global Distribution System
URL: https://www.akia.com/glossary/global-distribution-system
Global Distribution System sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Global Distribution System turns data into delightful service.
On a technical level, Global Distribution System may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Generative AI
URL: https://www.akia.com/glossary/generative-ai
Generative AI sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Generative AI turns data into delightful service.
On a technical level, Generative AI may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Function Sheet
URL: https://www.akia.com/glossary/function-sheet
Function Sheet is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Function Sheet often influences pricing, staffing or guest communication.
Knowing how Function Sheet works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Front of House
URL: https://www.akia.com/glossary/front-of-house
Front of House is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Front of House removes guesswork from a busy shift.
Because communication is everything in hospitality, Front of House acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Free Independent Traveler Rate
URL: https://www.akia.com/glossary/free-independent-traveler-rate
Free Independent Traveler Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Free Independent Traveler Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Free Independent Traveler Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Free Independent Traveler Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Force Majeure Policy
URL: https://www.akia.com/glossary/force-majeure-policy
Force Majeure Policy is the rules of engagement between a property and its guests or distribution partners. Much like the fine print on a concert ticket, it spells out who pays what, when, and under what conditions. These policies protect the hotel's revenue while also setting expectations for travellers, and they vary from flexible and guest-friendly to rigid and highly protective.
For managers, understanding Force Majeure Policy means you can tailor your offers to different markets, balance risk and reward, and avoid unpleasant surprises. Communicating these policies clearly on your website and through OTAs helps reduce disputes and builds trust. Savvy hoteliers tweak them based on demand seasons, group size or channel performance, treating them as adjustable levers rather than static text.
---
# Food and Beverage
URL: https://www.akia.com/glossary/food-and-beverage
Food and Beverage is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Food and Beverage often influences pricing, staffing or guest communication.
Knowing how Food and Beverage works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Folio
URL: https://www.akia.com/glossary/folio
Folio is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Folio often influences pricing, staffing or guest communication.
Knowing how Folio works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Flash Sale
URL: https://www.akia.com/glossary/flash-sale
Flash Sale is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Flash Sale often influences pricing, staffing or guest communication.
Knowing how Flash Sale works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Early Departure Fee
URL: https://www.akia.com/glossary/early-departure-fee
Early Departure Fee is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Early Departure Fee takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Early Departure Fee helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Early Departure Fee shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Early Check-in
URL: https://www.akia.com/glossary/early-check-in
Early Check-in is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Early Check-in removes guesswork from a busy shift.
Because communication is everything in hospitality, Early Check-in acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
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# ETA / ETD
URL: https://www.akia.com/glossary/eta-etd
ETA / ETD is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, ETA / ETD often influences pricing, staffing or guest communication.
Knowing how ETA / ETD works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Distribution Channel
URL: https://www.akia.com/glossary/distribution-channel
Distribution Channel is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Distribution Channel often influences pricing, staffing or guest communication.
Knowing how Distribution Channel works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Distressed Inventory
URL: https://www.akia.com/glossary/distressed-inventory
Distressed Inventory is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Distressed Inventory removes guesswork from a busy shift.
Because communication is everything in hospitality, Distressed Inventory acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Direct Booking
URL: https://www.akia.com/glossary/direct-booking
Direct Booking is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Direct Booking removes guesswork from a busy shift.
Because communication is everything in hospitality, Direct Booking acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Deposit Policy
URL: https://www.akia.com/glossary/deposit-policy
Deposit Policy is the rules of engagement between a property and its guests or distribution partners. Much like the fine print on a concert ticket, it spells out who pays what, when, and under what conditions. These policies protect the hotel's revenue while also setting expectations for travellers, and they vary from flexible and guest-friendly to rigid and highly protective.
For managers, understanding Deposit Policy means you can tailor your offers to different markets, balance risk and reward, and avoid unpleasant surprises. Communicating these policies clearly on your website and through OTAs helps reduce disputes and builds trust. Savvy hoteliers tweak them based on demand seasons, group size or channel performance, treating them as adjustable levers rather than static text.
---
# Demand Forecasting
URL: https://www.akia.com/glossary/demand-forecasting
Demand Forecasting is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Demand Forecasting often influences pricing, staffing or guest communication.
Knowing how Demand Forecasting works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Day Use
URL: https://www.akia.com/glossary/day-use
Day Use is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Day Use often influences pricing, staffing or guest communication.
Knowing how Day Use works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# DNR
URL: https://www.akia.com/glossary/dnr
DNR is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, DNR often influences pricing, staffing or guest communication.
Knowing how DNR works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# DND
URL: https://www.akia.com/glossary/dnd
DND is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, DND often influences pricing, staffing or guest communication.
Knowing how DND works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Customer Relationship Management System
URL: https://www.akia.com/glossary/customer-relationship-management-system
Customer Relationship Management System sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Customer Relationship Management System turns data into delightful service.
On a technical level, Customer Relationship Management System may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Customer Data Platform
URL: https://www.akia.com/glossary/customer-data-platform
Customer Data Platform sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Customer Data Platform turns data into delightful service.
On a technical level, Customer Data Platform may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Cross-selling
URL: https://www.akia.com/glossary/cross-selling
Cross-selling is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Cross-selling often influences pricing, staffing or guest communication.
Knowing how Cross-selling works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Credit Card Guarantee
URL: https://www.akia.com/glossary/credit-card-guarantee
Credit Card Guarantee is the rules of engagement between a property and its guests or distribution partners. Much like the fine print on a concert ticket, it spells out who pays what, when, and under what conditions. These policies protect the hotel's revenue while also setting expectations for travellers, and they vary from flexible and guest-friendly to rigid and highly protective.
For managers, understanding Credit Card Guarantee means you can tailor your offers to different markets, balance risk and reward, and avoid unpleasant surprises. Communicating these policies clearly on your website and through OTAs helps reduce disputes and builds trust. Savvy hoteliers tweak them based on demand seasons, group size or channel performance, treating them as adjustable levers rather than static text.
---
# Cost of Acquisition
URL: https://www.akia.com/glossary/cost-of-acquisition
Cost of Acquisition is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Cost of Acquisition often influences pricing, staffing or guest communication.
Knowing how Cost of Acquisition works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Corporate Rate
URL: https://www.akia.com/glossary/corporate-rate
Corporate Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Corporate Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Corporate Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Corporate Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Context Window
URL: https://www.akia.com/glossary/context-window
Context Window sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Context Window turns data into delightful service.
On a technical level, Context Window may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Concierge
URL: https://www.akia.com/glossary/concierge
Concierge is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Concierge removes guesswork from a busy shift.
Because communication is everything in hospitality, Concierge acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Competitive Set
URL: https://www.akia.com/glossary/competitive-set
Competitive Set is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Competitive Set removes guesswork from a busy shift.
Because communication is everything in hospitality, Competitive Set acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Commissionable Rate
URL: https://www.akia.com/glossary/commissionable-rate
Commissionable Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Commissionable Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Commissionable Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Commissionable Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Closed to Departure
URL: https://www.akia.com/glossary/closed-to-departure
Closed to Departure is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Closed to Departure takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Closed to Departure helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Closed to Departure shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Closed to Arrival
URL: https://www.akia.com/glossary/closed-to-arrival
Closed to Arrival is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Closed to Arrival often influences pricing, staffing or guest communication.
Knowing how Closed to Arrival works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Check-out
URL: https://www.akia.com/glossary/check-out
Check-out is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Check-out removes guesswork from a busy shift.
Because communication is everything in hospitality, Check-out acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Check-in
URL: https://www.akia.com/glossary/check-in
Check-in is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Check-in removes guesswork from a busy shift.
Because communication is everything in hospitality, Check-in acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Chatbot
URL: https://www.akia.com/glossary/chatbot
Chatbot sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Chatbot turns data into delightful service.
On a technical level, Chatbot may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Channel Manager
URL: https://www.akia.com/glossary/channel-manager
Channel Manager sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Channel Manager turns data into delightful service.
On a technical level, Channel Manager may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Channel Contribution
URL: https://www.akia.com/glossary/channel-contribution
Channel Contribution is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Channel Contribution often influences pricing, staffing or guest communication.
Knowing how Channel Contribution works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Central Reservation System
URL: https://www.akia.com/glossary/central-reservation-system
Central Reservation System is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Central Reservation System removes guesswork from a busy shift.
Because communication is everything in hospitality, Central Reservation System acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Cancellation Rate
URL: https://www.akia.com/glossary/cancellation-rate
Cancellation Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Cancellation Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Cancellation Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Cancellation Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Booking Window
URL: https://www.akia.com/glossary/booking-window
Booking Window is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Booking Window removes guesswork from a busy shift.
Because communication is everything in hospitality, Booking Window acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Booking Forecast
URL: https://www.akia.com/glossary/booking-forecast
Booking Forecast is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Booking Forecast removes guesswork from a busy shift.
Because communication is everything in hospitality, Booking Forecast acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Booking Curve
URL: https://www.akia.com/glossary/booking-curve
Booking Curve is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Booking Curve removes guesswork from a busy shift.
Because communication is everything in hospitality, Booking Curve acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Booking Conversion Rate
URL: https://www.akia.com/glossary/booking-conversion-rate
Booking Conversion Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Booking Conversion Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Booking Conversion Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Booking Conversion Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Best Available Rate
URL: https://www.akia.com/glossary/best-available-rate
Best Available Rate is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Best Available Rate takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Best Available Rate helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Best Available Rate shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Banquet Event Order
URL: https://www.akia.com/glossary/banquet-event-order
Banquet Event Order is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Banquet Event Order often influences pricing, staffing or guest communication.
Knowing how Banquet Event Order works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Back of House
URL: https://www.akia.com/glossary/back-of-house
Back of House is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Back of House removes guesswork from a busy shift.
Because communication is everything in hospitality, Back of House acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Average Booking Value per Available Room
URL: https://www.akia.com/glossary/average-booking-value-per-available-room
Average Booking Value per Available Room is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Average Booking Value per Available Room takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Average Booking Value per Available Room helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Average Booking Value per Available Room shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Best Rate Guarantee
URL: https://www.akia.com/glossary/best-rate-guarantee
Best Rate Guarantee is like the hotel's report card, it measures a specific slice of performance and keeps management honest. Imagine looking at your bank statement to see how you're doing; this metric does the same for rooms, revenue or costs. For example, Best Rate Guarantee takes numbers you already have, such as revenue and room nights, and turns them into a single figure that's easy to compare over time or against rivals.
Operationally, Best Rate Guarantee helps revenue managers decide whether to adjust pricing, run a promotion or simply celebrate. It plays nicely with other metrics, and together they show the broader picture, occupancy tells you how full you are, while Best Rate Guarantee shows how profitable that fullness really is. Even if you're not a numbers person, it's worth tracking because it translates a complex business into a simple score you can root for.
---
# Ancillary Revenue
URL: https://www.akia.com/glossary/ancillary-revenue
Ancillary Revenue is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Ancillary Revenue often influences pricing, staffing or guest communication.
Knowing how Ancillary Revenue works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Amenity
URL: https://www.akia.com/glossary/amenity
Amenity is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Amenity often influences pricing, staffing or guest communication.
Knowing how Amenity works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
# Allotment
URL: https://www.akia.com/glossary/allotment
Allotment is a piece of hospitality slang that makes daily life in hotels and vacation rentals smoother. It refers to a routine action or status, think of it as shorthand that front desk agents, housekeeping, and revenue managers use to keep everyone on the same page. Whether it's managing rooms, guests arriving without a booking, or flagging a special request, Allotment removes guesswork from a busy shift.
Because communication is everything in hospitality, Allotment acts like a secret language that lets staff coordinate quickly without long explanations. Learning these terms means you can step behind the scenes and instantly understand what's going on, whether it's a last-minute walk‑in or a room taken out of service. It's part of the invisible infrastructure that keeps guests happy and operations humming.
---
# Agentic AI
URL: https://www.akia.com/glossary/agentic-ai
Agentic AI sits at the intersection of hospitality and cutting‑edge technology. It's the software or concept that helps hotels and vacation rentals engage guests in smarter, more personalised ways, imagine an invisible concierge that learns and responds in real time. Whether it's recommending the perfect restaurant or answering questions with human‑like fluency, Agentic AI turns data into delightful service.
On a technical level, Agentic AI may involve advanced algorithms, machine learning or natural language processing. But for a general manager, the important part is that it frees up human staff for high‑touch interactions while handling repetitive tasks with accuracy. The more these tools evolve, the more they help hospitality businesses deliver experiences that feel both uniquely personal and impressively scalable.
---
# Agency Model
URL: https://www.akia.com/glossary/agency-model
Agency Model is the rules of engagement between a property and its guests or distribution partners. Much like the fine print on a concert ticket, it spells out who pays what, when, and under what conditions. These policies protect the hotel's revenue while also setting expectations for travellers, and they vary from flexible and guest-friendly to rigid and highly protective.
For managers, understanding Agency Model means you can tailor your offers to different markets, balance risk and reward, and avoid unpleasant surprises. Communicating these policies clearly on your website and through OTAs helps reduce disputes and builds trust. Savvy hoteliers tweak them based on demand seasons, group size or channel performance, treating them as adjustable levers rather than static text.
---
# Adjusted Gross Operating Profit
URL: https://www.akia.com/glossary/adjusted-gross-operating-profit
Adjusted Gross Operating Profit is a familiar concept in hospitality, though it may sound mysterious at first. Behind the jargon is a simple idea that makes day‑to‑day operations smoother and helps you understand how properties make money or serve guests. In practice, Adjusted Gross Operating Profit often influences pricing, staffing or guest communication.
Knowing how Adjusted Gross Operating Profit works means you can spot opportunities and avoid pitfalls, whether you're optimizing a vacation rental portfolio or running a busy city hotel. Like learning any new language, it's all about context: once you know what it means, the term becomes a powerful tool rather than confusing noise.
---
## Webinars
# the akia show
URL: https://www.akia.com/webinars/the-akia-show-
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# Inside Invisible Hospitality™: Delivering high-touch stays with limited staff
URL: https://www.akia.com/webinars/inside-invisible-hospitality-delivering-high-touch-stays-with-limited-staff
Their portfolio spans small, remote towns where hiring is hard, talent is scarce, and operational costs are high. So, how do they deliver a consistent, high-touch experience across every property? By building an approach they call Invisible Hospitality™—a model powered by automation, personalization, and flexible technology.
Join Greg Williams, EVP of Operations at Revival Hotels, along with Stayntouch and Akia, to learn how Revival is redefining operations across its growing portfolio—starting with no traditional check-in.
**In this session, we’ll cover:**
- Powering guest journeys with ID verification, auto check-in, and smart access codes
- Strategies for delivering hospitality without full-time staff in remote markets
- Why Invisible Hospitality™ is the future for guest-centric, staff-efficient hotel brands
- Tips for cutting operational costs
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# The Guest Experience Playbook: Communication, Consistency, and Competitive Edge
URL: https://www.akia.com/webinars/the-guest-experience-playbook-communication-consistency-and-competitive-edge
We’ll cover how to:
**•** Automate guest messaging with a human touch
**•** Personalize stays and capture rich guest data
**•** Use AI to handle requests and reduce overhead
**•** Boost reviews and repeat bookings at scale
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# From Data to Decisions
URL: https://www.akia.com/webinars/from-data-to-decisions
In a world where OTA bookings can make stays feel impersonal, leaders are rethinking what it means to truly know their guests. The future of loyalty isn’t built on points—it’s built on relationships. And relationships start with data.
Join MEWS’ VP of Sales, Meghan Lubeck; Revenue and Operations Analyst at The Neighborhood Hotel, Jack Bakker; Data Strategy & Analytics Director at Lark, Alessandro Bottero; and Akia’s VP of Sales, John Ellis, for a forward-looking conversation on how AI and enriched guest data are reshaping the guest experience—from first interaction to post-stay engagement.
We’ll explore how hotel groups use AI to turn raw booking data into guest intelligence that drives loyalty, personalization, and direct bookings.
Topics:
- What “enriched guest data” really means (and why it's a competitive advantage)
- Strategies for building centralized guest profiles
- Real-world strategies for using AI to deepen loyalty, upsell with relevance, and improve repeat booking rates
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# From Likes to Stays
URL: https://www.akia.com/webinars/from-likes-to-stays-social-media-strategies-that-drive-direct-bookings
Join our next Webinar for top tips from Ben Wolff on:
- Crafting a social media strategy
- Platform-specific tactics for hotels and vacation rentals
- Conversion-driven content techniques
- Measuring social media success
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# Success in an Uncertain Market
URL: https://www.akia.com/webinars/success-in-an-uncertain-market-how-hospitality-leaders-can-compete-and-win-in-2025
We'll cover:
- Meeting High Guest Expectations
- Differentiating in a Crowded Market
- Moving Beyond Room Revenue
- Keeping Costs Under Control
- Reducing OTA Dependence
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# Guest Experiences: From Great to Extraordinary
URL: https://www.akia.com/webinars/guest-experiences-from-great-to-extraordinary
\- Create better check-in experiences through self-service options and digital registration cards
\- Offer personalized welcome messages and gifts to guests based on their past patterns
\- Leave your staff with more time to focus on what matters – providing exceptional service
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# Automate Door Code Access
URL: https://www.akia.com/webinars/automate-door-code-access
Automatically generate, distribute, and update door codes remotely, expediting and simplifying the check-in process. By managing guest access, Akia allows rentals to efficiently manage keyless entry without the need for additional systems.
You’ll learn how to:
\- Save time by automating check-ins.
\- Automate extended guest access for early check-ins and late checkouts for more upsells.
\- Remotely send and update your door locks for all your rentals
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# Minimize Operational Cost with Guest Messaging
URL: https://www.akia.com/webinars/minimize-operational-cost-with-guest-messaging
Hotels are adopting guest messaging to automate and personalize the guest experience, from booking to post-stay. Discover how guest messaging enables properties to automate routine tasks, freeing up staff to focus on delivering exceptional guest experiences.
**You’ll learn how to:**
- Use digital check-ins for smoother guest check-in experiences.
- Implement a guest journey, from booking to post-stay
- Remotely distribute guest access automatically
- Use AI for continuous assistance for guest inquiries
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# Guest Access
URL: https://www.akia.com/webinars/guest-access-open-doors-without-an-app
**You’ll learn how:**
- FLEXIPASS and Akia integrate to simplify door access
- Automation enhances guest communication for a hassle-free check-in process.
- To operate remotely without being at the property
- To streamline the check-in process and provide a more efficient pre-arrival experience, from ID verification to receiving access
Discover how integrating FLEXIPASS and Akia can transform your guest check-in process, providing convenience, flexibility, and cost-effectiveness for both guests and property owners/managers.
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# Guest Data Drive Results
URL: https://www.akia.com/webinars/guest-data-drive-results
###### Explore real-world examples of how data enhances operational processes, from simplified check-ins to personalized experiences, ultimately boosting guest satisfaction and repeat bookings.
**You’ll learn how to:**
\- Capture guest information to expedite check-in procedures
\- Use quality guest data to create tailored marketing campaigns post stay
\- Implement strategies to analyze guest feedback and preference to improve guest experiences Join Track PMS, Brett Robinson, and Akia as we discuss how guest data contributes to revenue growth.
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# Operate Smarter with AI
URL: https://www.akia.com/webinars/operate-smarter-with-ai
In an era where guest expectations and operational demands continue to evolve, the quest for efficiency takes center stage in hospitality.
Explore how to leverage automation to redefine operational efficiency in your property. You’ll learn how:
\-automation enhances guest interactions, from booking to post-stay engagement
\-automating routine tasks increases staff productivity, allowing for more meaningful guest experiences
\-it simplifies the check-in and check-out process, minimizing wait times
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# Stop Fraud With AI
URL: https://www.akia.com/webinars/stop-fraud-with-ai
##### Discover strategies and best practices to stop fraud. It's easier than you think to protect your property.
##### You will learn:
- How to minimize chargebacks & disputes
- Insights into identifying fraudulent bookings before they become chargebacks
- Insights into how common hospitality fraud schemes work
- The power of using AI to detect fraudulent bookings before they arrive on property
###### Don't miss this opportunity to gain the knowledge to protect your business: your revenue, property, staff and your guests.
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