How can we automate and improve the hotel check-in process?

Load your property’s PDFs, website pages, and text files into Chatref’s knowledge base. The AI agent will then draw on that content to answer queries about parking, check-in times, amenities, and local recommendations - no generic guesses, no hallucinations. This cuts the volume of repetitive pre-arrival emails and calls, so your team can focus on in-person hospitality.

Deploy a Chatref AI agent on your booking confirmation page or pre-stay email links. The agent can confirm arrival time, collect special requests (extra pillows, crib, late checkout), and share check-in instructions. Because it’s grounded in your own content, it speaks in your brand voice and never invents policies that don’t exist. This turns the days before arrival into a guided, low-effort experience that sets expectations and reduces check-in wait times.

With Chatref’s custom actions, you can connect the chat directly to your property management system (PMS) or verification tool. When a guest provides their reservation number or a photo of their ID, the AI can trigger an automated assignment - matching preferences captured earlier - and confirm the room number in real time. It can even send a digital key code or mobile check-in link, cutting out the front-desk bottleneck entirely.

Embed the Chatref widget on your homepage or a dedicated “Online Check-in” page. Guests can start a conversation that walks them through verifying their identity, reviewing house rules, choosing optional services, and finalizing check-in - all without staff intervention. The widget mirrors your brand colors and branding, and the same agent works across desktop and mobile. Self-service check-in options become the default, not an afterthought.

Use Chatref’s onboarding capabilities to push timely messages through the widget. Two days before arrival, the agent can remind guests to check in online; on the morning of arrival, it can share weather alerts and directions. Because the agent knows the guest’s conversation history, follow-ups never feel disjointed. This proactive, step-by-step guidance transforms the check-in process into a calm, friction-free welcome.

What information do guests need before arrival?
Guests typically need check-in time windows, parking details, directions, Wi‑Fi credentials, and a clear way to submit identification and payment. With Chatref’s knowledge base, you can store all that information in one place and let the AI agent surface it in plain language whenever a guest asks - before they ever feel the need to call.

How can we verify guest identities automatically?
Use a custom action that passes a photo of the guest’s passport or driver’s license to your verification service. The AI agent prompts the guest to upload the document right in the chat; once verified, it can proceed with room assignment or digital key delivery - all without staff lifting a finger.

Can AI handle special requests during check-in?
Yes. Configure your AI agent to collect and route special requests like extra beds, quiet floors, or early check-in. Because the agent is grounded in your policies, it will only promise what you can actually deliver. If the request requires human approval, Chatref can hand off the conversation to a team member with full context.

What’s the best way to communicate check-in instructions?
Embed the Chatref widget on your booking confirmation page and include a direct link in pre-arrival emails. The widget can greet guests by name, present a step‑by‑step self‑service flow, and share instructions in their preferred language (supported in up to 11 languages). This keeps the path to check‑in short, branded, and consistent.