Most hotel chatbots answer the same questions: what time breakfast starts, what the Wi-Fi password is, whether the pool is heated. That helps, but the guest still has to call the front desk to get anything done.
TouchBot, the AI concierge from TouchMenu, works differently. It runs inside the TouchMenu guest web app, the same place guests order room service, book the spa and send requests. So when a guest asks a question, the answer can lead straight to an action. Guests don’t download an app or create an account. They scan a QR code or open a link on their phone.
An AI concierge that does things, not just answers
Guests ask TouchBot questions in their own words, any time of day, from their own phone. TouchBot answers from your hotel’s own information: opening hours, amenities, policies, menus, services and local tips. It doesn’t give generic answers from the internet.
What makes it an AI concierge and not a FAQ bot is what happens next. Because TouchBot is part of a guest platform that already handles ordering, bookings and service requests, it can take the guest to the next step:
- A question about dinner leads to the in-room dining menu.
- A question about massages leads to available spa slots.
- A comment that the room is cold becomes a maintenance request for your team.
The result is a smoother guest journey with fewer dead ends: guests get an answer, then immediately see what they can do next.
TouchBot is designed to work across the same multilingual guest experience as TouchMenu, allowing international guests to ask questions naturally and access hotel services in their preferred language.
What guests can do with TouchBot
Get answers, day and night
Check-out time, gym hours, parking, Wi-Fi, the nearest pharmacy, a good place for breakfast nearby. TouchBot handles the questions that fill your front desk phone line, at 3 a.m. as well as at noon.
Order room service and in-room dining
Guests who ask about food can go straight to the digital menu and place an order through TouchMenu’s room service ordering. The order goes to your F&B team. No one has to take it down over the phone and re-key it.
Book the spa and restaurant tables
TouchBot can point guests to live availability for treatments and tables. Spa bookings and restaurant reservations made through the guest app reach your team right away. This helps you fill quiet slots and sell more spa and F&B.
Request housekeeping and maintenance
Extra towels, a broken air conditioner, a late check-out request. Guest requests don’t sit in a chat log. They become tasks in ServiceHub, TouchMenu’s staff app, where the right department sees them, claims them and completes them.
How it helps your team
Fewer repetitive calls. Routine questions can be answered instantly on the guest’s own phone, reducing the need to call or visit the front desk for information. That gives staff more time to focus on arrivals, exceptions and guests who genuinely need personal assistance.
Requests go to the right person. In ServiceHub, every request becomes a task that staff can assign, claim, discuss in a per-task chat (with photos), pause and complete from their phones. Push notifications tell the team when something new comes in, and ServiceHub works in 11 languages, so a multilingual team can use it in their own language.
Response times you can measure. ServiceHub reports on requests handled, average response time and average completion time. You can see where requests slow down and show owners that service standards are being met.
Upsells at the right moment. A guest asking about the spa is a good moment to offer a treatment. A guest asking about late arrival is a good moment to offer a late check-out. TouchBot sits in the same platform as your upselling, ordering and booking tools, so these offers come up when the guest already wants something.
Human when it matters. TouchBot is not intended to replace hotel staff. When a request needs personal attention, the conversation can move from automated assistance to the hotel team, with the relevant guest context carried forward so staff can respond without making the guest start again. The guest gets the convenience of instant answers while still having a clear path to a real person when needed.
TouchBot vs a generic hotel chatbot
| Generic hotel chatbot | TouchBot by TouchMenu | |
|---|---|---|
| Answers guest questions | Yes | Yes, from your hotel’s own information |
| Room service ordering | Usually no, or a link to a PDF menu | Through TouchMenu ordering |
| Spa and restaurant bookings | Rarely | Through TouchMenu bookings |
| Housekeeping and maintenance requests | Often an email or a message someone must forward | Becomes a ServiceHub task for the right team |
| Response-time reporting | No | Average response and completion times in ServiceHub |
| App download for guests | Sometimes required | None: web app via QR code or link |
| Where it lives | A separate tool to integrate and manage | Part of the TouchMenu guest experience platform |
The main difference is that a standalone chatbot has to be connected to everything else you use. TouchBot already sits on the platform where ordering, bookings, requests and staff tasks happen.
Part of the TouchMenu guest experience platform
TouchBot is one part of TouchMenu’s AI for hotels. It runs on the same guest web app as the digital concierge for hotels, where guests order, book, pay, upgrade and send requests from their phone.
Two more AI products sit beside it:
- Voice concierge, for guests who would rather speak than type.
- AI reception, an AI receptionist that takes routine front desk enquiries.
Integrations. TouchMenu is designed to fit into the hotel’s existing technology stack, with integrations across leading PMS and hospitality systems. Current connections include Oracle OPERA Cloud, Mews, Clock PMS, with Cloudbeds and additional platforms being added over time. See all PMS integrations.
Proven at scale. TouchMenu has run guest experience technology for about seven years, across more than 40,000 hotel rooms in 10+ countries. Clients include Hilton, Hyatt and Best Western properties.
Frequently asked questions
What is an AI concierge for hotels?
An AI concierge is software that answers guest questions in natural language, at any hour, using the hotel’s own information. A good one goes further than answering. It helps guests act on the answer, for example by ordering room service, booking a spa treatment or reporting a problem to staff.
Do guests need to download an app to use TouchBot?
No. TouchBot runs in the TouchMenu guest web app, which guests open by scanning a QR code or tapping a link. There is no download and no account to create.
Can TouchBot place orders and bookings, or only answer questions?
TouchBot is built into the platform that handles TouchMenu’s room service ordering, spa and restaurant bookings and service requests, so guests can go from a question to an order, booking or request.
Depending on the service, the final step may happen directly through the guest journey or on the relevant TouchMenu page, but the experience remains connected and seamless.
What happens when a guest request needs a human?
Requests such as housekeeping or maintenance become tasks in ServiceHub. The right team is notified on their phones, claims the task and completes it, and response and completion times are tracked.
For questions or situations that need personal assistance, the conversation can be escalated to hotel staff with the relevant guest context preserved, so the team can continue from where TouchBot left off instead of asking the guest to start again.
Which PMS does TouchMenu integrate with?
TouchMenu integrates with Mews and Clock PMS today. Integrations with Cloudbeds and Oracle OPERA Cloud are coming soon.
See TouchBot in action
Want to see how an AI concierge can answer your guests, take orders and send requests to the right team? Book a TouchBot demo and we’ll show it working with your hotel’s own information.
