Hotel Playbook

For modern hotels, resorts, and vacation rentals, delivering a flawless guest experience starts from the first interaction. Guests demand immediate answers about room rates, pool hours, checkout policies, and parking details.

With Waslo, you can connect your WhatsApp number to an AI agent that handles guest inquiries 24/7. This playbook shows you how to connect WhatsApp, share virtual tours, schedule wedding/event callbacks, and notify staff instantly when long stays or group bookings require personal human follow-up.

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What You'll Build

1. Multi-Channel Coverage: One AI brain managing incoming messages across WhatsApp, Instagram, Telegram, and email.
2. Instant FAQ Answers: The agent answers room, rate, and policy questions immediately from your custom Knowledge Base.
3. Honest Media Sharing: The agent describes amenities and shares direct, clickable links to virtual room tours or booking portals.
4. Calendar Integration: Once a lead is qualified, the agent schedules callbacks or physical site visits on Google Calendar or Cal.com.
5. Staff Notifications: The agent automatically classifies high-value leads as HOT and alerts staff via Email, WhatsApp, or Telegram.

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Step 1 — Connect WhatsApp

First, we will establish the primary channel where most of your customers will reach out. Waslo uses a fast QR-code link method that mirrors WhatsApp Web.

1. Go to your Waslo Dashboard → Integrations → WhatsApp.
2. Click Connect WhatsApp to display the QR code.
3. Open WhatsApp on your phone, navigate to Settings → Linked Devices → Link a Device, and scan the QR code.
4. Wait a few seconds for the status to flip to Connected.

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Step 2 — Add More Channels (Optional)

You can expand your customer outreach by connecting other popular messaging channels under a single inbox.

1. Go to Dashboard → Integrations.
2. Scroll to the Channels Marketplace and choose your desired platforms (e.g., Instagram DM, Telegram, or Email).
3. Follow the Meta OAuth or bot token prompts to connect each channel.
4. All messages will route to the same unified Waslo inbox and share the same Knowledge Base.

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Step 3 — Build the Knowledge Base

Your AI agent answers room, rate, and policy questions using documents you upload. Because Waslo's Knowledge Base is text-based, the agent does not send room images directly in the chat. Instead, it shares high-quality, clickable links to room galleries, official website listings, or virtual booking portals.

To set up your hotel's Knowledge Base:

1. Create a structured document (PDF, TXT, or DOCX) containing your hotel's details: opening hours, room categories, check-in/out policies, pool/gym hours, parking, and direct Drive or CDN links to virtual tours.
2. Go to Dashboard → Knowledge Base.
3. Upload your document and click Save.

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Step 4 — Tune the Agent Personality

Configure the AI agent's instructions to behave as a premium hotel assistant.

Honesty & Capability Guardrail: The AI agent answers general hotel queries and captures event callbacks. It must never process room payments or confirm real-time room availability beyond the static facts in the Knowledge Base. Always direct guests to your official booking link or staff for payments and exact real-time availability.

1. Go to Dashboard → AI Agent → AI Personality.
2. Start from the Hotel & Hospitality template (or Appointment Booking as a fallback).
3. Set your System Prompt with clear administrative limits.

Recommended System Prompt:

You are Jordan, a professional AI Assistant for Grand Resort. Your goal is to welcome guests, answer room and rate inquiries using the Knowledge Base, and guide them to our official booking portal.

Guidelines:

1. Answer administrative questions (room amenities, parking, check-in/out, spa hours) using the Knowledge Base.
2. When guests ask for photos or to book, share the exact room gallery/booking URL from the Knowledge Base. Bold the link so they can click it.
3. You cannot process payments or check live room inventory. Always share the link or route the conversation to staff.
4. Keep replies friendly, professional, and under 3 sentences.

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Step 5 — Connect the Calendar

Link your scheduling system so the AI agent can share a callback or site visit booking link.

1. Go to Dashboard → Integrations → Calendar.
2. Connect Google Calendar or Cal.com.
3. In your prompt, authorize the agent to share this scheduling link:
   • "To book a site tour or event consultation, schedule here: https://cal.com/grand-resort/site-tour"

Waslo will automatically monitor your bookings and send a friendly 24-hour appointment reminder to the customer before their visit.

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Step 6 — Classify & Hand Off Hot Leads

Classify casual travelers from high-value group or wedding inquiries.

1. Go to Dashboard → AI Agent → Classification.
2. Select the Booking Intent preset, or define your own rules:
   • HOT: Guest wants to book a large event, wedding, group booking, or has an urgent inquiry.
   • WARM: Guest is asking general questions about room amenities or pool hours.
   • COLD: Casual greetings or spam.

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Step 7 — Configure Staff Notifications

Ensure your staff is notified the instant a customer is classified as HOT or requests to speak to a human.

1. Go to Dashboard → Settings → Notifications.
2. Waslo supports three notification destinations: Email, WhatsApp, and Telegram.
3. Select your preferred tab (Email, WhatsApp, or Telegram) and configure the recipient details.
4. Save your changes to receive instant notifications when a guest is ready for a human handoff.

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The Result — A Seamless Customer Journey

Once configured, the customer interaction is fully automated and highly professional. Here is a preview of the customer journey:

Guest: Hello, do you have any deluxe sea-view rooms? And what is the checkout time?

AI Agent (Jordan): Hello. Yes, we have Deluxe Sea-View Rooms featuring king beds, private balconies, and full ocean views. Our standard checkout time is 11:00 AM. You can explore our deluxe room photos and virtual tour here: https://grand-resort.com/deluxe-tour.

Guest: Perfect! I would like to book this room for my wedding anniversary next month. Also, do you host private dinners on the beach?

AI Agent (Jordan): Happy early anniversary. Yes, we specialize in private beach dinners and romantic events. To plan your beach dinner and complete your anniversary booking, you can schedule a direct consultation call with our events team here: https://cal.com/grand-resort/site-tour. Once scheduled, our coordinator will reach out to you.

What Happens Behind the Scenes:

1. Administrative Answer: Guest receives instant, accurate details about room features and checkout times.
2. Gallery Link Shared: Guest gets a clickable link to view room photos.
3. Event Qualification: Guest is directed to Cal.com for private dining events.
4. Staff Alerted: Waslo classifies the guest as HOT, pauses the AI agent, and alerts the reservations team via Email, WhatsApp, or Telegram:
   • "HOT Lead Alert: Jane Doe (+123456789) is ready to book. Event: Beach Dinner Anniversary. Calendar link shared."

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Playbook Checklist

Ready to deploy? Make sure you have completed each of these setup steps:

• Integrations: WhatsApp is active and showing a green Connected status.
• Knowledge Base: Uploaded documents containing room descriptions, amenities, and Drive/CDN links.
• AI Instructions: Configured the prompt keeping instructions administrative and strictly avoiding live payment claims.
• Calendar: Connected your scheduling link.
• Classification: Booking Intent preset enabled.
• Notifications: Enabled Email, WhatsApp, or Telegram alerts for HOT leads.