OmniGuest AI · Guest communication & operations for hotels
Enquiries, pre-arrival messages, guest chat, service requests, the duty logbook and the newsletter on one guest record your PMS keeps true. Drafted by a private AI in Europe, sent by your team.
Founding Partner Programme
For hotels on Oracle OPERA Cloud: every live module at no cost for six months, twelve when you stay actively involved. Onboarding included. In return, your honest input decides what we build next.
The problem
The enquiry sits in a shared Outlook folder, the rates in the PMS. The pre-arrival e-mail depends on someone remembering it. A towel request goes from the phone to a sticky note, last night's incident lives in a paper book, and the team coordinates in a WhatsApp group full of guest data. Knowledge lives in people's heads — and leaves with them.
Read, switch to the PMS, check rates, write, format, send. Ten minutes at best, next morning at worst — and the booking goes elsewhere.
Wishes arrive by phone, chat and at the desk. Nobody knows who took one on, and the next shift learns about it from the guest.
Consumer messengers and public chatbots can't see the reservation, the rate code or the pet policy — and they keep guest data on someone else's servers.
The guest journey
Each stage has its own modules. They share the guest, the reservation and the history, so the night shift sees what the reservations team promised.
Before the stay
Enquiries answered with live rates from your PMS, booking mails turned into reservations, confirmation, pre-arrival and check-in welcome e-mails sent on time.
During the stay
A branded chat on the guest's phone that turns wishes into service requests on its own, routed to whoever is on duty, a logbook the next shift confirms, and every forgotten item back with its owner.
After the stay
A thank-you after departure and newsletters to the lists guests chose to join, built from your own design.
Behind every stay
Profiles and reservations from your PMS, a private AI assistant that knows the hotel, and a staff chat instead of the WhatsApp group.
From chat to done
The AI concierge doesn't just answer — it turns a wish into a service request for the right department and keeps the guest posted until it is done.
In the hotel's web chat, in their own words and language — no app, no login.
Department, category and priority are set by the AI, the stay and room come from the reservation.
Whoever is on duty in housekeeping gets a push notification, and the response deadline starts running.
When someone takes it on and when it is done, the update appears in the guest's chat.
Multilingual by default
English, German, French, Spanish, Italian, Thai, Japanese and Simplified Chinese. Each colleague picks their own, with dates and numbers in the format they know.
The concierge answers in the language the guest writes in, service requests arrive with a translation, and any chat message can be shown in the reader's language with one click.
What ships today
Every screenshot below is the live product with anonymised sample data — not a mock-up.
Before the stay
01Email, understood
Gmail, Microsoft 365 and IMAP in one hotel inbox. Every request categorised, every reply drafted with live availability from your PMS — and booking mails turned into OPERA Cloud reservations.
02Pre-arrival to post-stay, with approval
Confirmation, pre-arrival reminder, a welcome e-mail the moment the guest checks in and a thank-you after check-out — triggered by your PMS, sent in the guest's language and approved before they go, until you switch on automatic sending.
During the stay
03AI concierge, human hand-off
A branded web chat per reservation, answered by an AI concierge that turns every wish into a service request on its own and escalates to your team when confidence drops — with Telegram in the same inbox.
04Guest wishes, routed to whoever is on duty
Towels, a taxi, a rattling air-con: wishes from the guest chat become tickets on their own, calls and walk-ins are logged in seconds — routed to the department on duty, with deadlines, escalation and updates back to the guest.
05Shift handover without the paper book
The front-office log book, digital: entries per department and shift, handovers the next shift confirms, an AI-drafted shift summary and a daily report as PDF.
06Found items back with their owners
Record a found item in seconds on the phone: the room number suggests the guest, the AI describes it from the photos, and OmniGuest matches it with loss reports from staff, the guest chat and the inbox.
After the stay
07Marketing that matches your brand
Campaigns, lists, double opt-in and four-eyes approval by default — with an AI editor that reproduces your existing newsletter design from a PDF or image.
Behind every stay
08Profiles & reservations, PMS-native
Two-way with Oracle OPERA Cloud: profiles, reservations, stays and availability in real time, changes written back — with OmniGuest tags, segments and notes layered on top, never overwritten.
09CompanyGPT
A ChatGPT-style assistant that knows your hotel, reads your documents and looks up reservations — hosted privately, never trained on your data.
10Internal messaging, PMS-aware
The WhatsApp replacement for your teams: departments, announcement channels, voice notes with transcription and reservation cards — as an installable app.
11One search box for the whole hotel
Guests, reservations, service requests, e-mails, guest chats, lost & found, the logbook and hotel knowledge from one search box — open it anywhere with ⌘K or Ctrl+K.
How it works
Oracle OPERA Cloud streams events in real time through OHIP, and OmniGuest writes changes back once you switch writeback on. Reservations and profiles appear in OmniGuest within minutes of go-live.
Microsoft 365, Gmail or IMAP with OAuth, a secure web chat link per reservation, Telegram. Set up departments and roles, upload policies and brand guidelines to the knowledge base, and write house rules the AI follows.
Enquiries arrive with drafted replies, guest messages wait for approval, wishes from the guest chat become service requests for whoever is on duty, the logbook carries the shift. Your team stays in control, and everything lands on the guest's profile.
Integrations
Security & privacy
OmniGuest is designed to meet GDPR, SOC 2 and PCI-DSS SAQ-A-EP requirements. Isolation and privacy are architecture, not add-ons.
Read the security overviewEvery hotel group gets its own database schema; guest records never share a table with another group.
Language, vision and speech models run on OmniGuest infrastructure. By default nothing goes to public AI providers, and nothing is used for training.
Phishing-resistant login with WebAuthn passkeys, optional authenticator-app or e-mail codes, custom roles per hotel.
Who changed what and when — every PMS writeback, booking, rule and permission change, with a history per reservation and a CSV export.
How we build
Every module on this site runs in production and was shaped by reservations teams, not by a slide deck. We show what ships today, list what comes next on the roadmap, and never overwrite what your PMS knows. Guest data stays in your enterprise schema; AI runs on our own infrastructure in Europe.
Guest Journey, extended
Guest Messages already sends confirmation, pre-arrival, check-in welcome and post-stay e-mails. Next: more message types across the stay and more channels than e-mail.
Upselling
Room upgrades, early check-in, spa and F&B offers in pre-arrival messages — priced from live availability.
MICE & Groups
AI parsing of event requests, a proposal builder, a client portal with e-signature and live function-space availability.
Payments
Card-on-file, advance purchase and deposit links with PMS writeback — designed to meet PCI-DSS SAQ-A-EP requirements.
WhatsApp & LINE
More messenger channels on the same conversation foundation that already powers web chat and Telegram.
Dashboard & Analytics
Each hotel already has a dashboard with arrivals, departures, in-house guests, occupancy and booking sources. Next: response times, enquiry-to-booking conversion, newsletter performance and AI usage per hotel, brand and enterprise.
Bring a real enquiry from your hotel to the demo. We connect a sandbox PMS, drop your e-mail in and show you the draft — then follow the guest through pre-arrival, chat, service requests and the logbook. Live, in 30 minutes.