Every guest asks reception the same questions. Now the answers are on their own phone, in their own language.
A resort runs like a small town: restaurants with different hours, pools, a beach, a spa, a kids' club, an evening show and a shuttle into town, with guests arriving from many countries every day. They all want to know the same things: when breakfast ends, which restaurant needs a booking, where to get a towel, what time the shuttle leaves. Today those answers sit in a welcome folder, on a board in the lobby and at a reception desk with a queue. ToRun's AI assistant puts them on each guest's own phone.
Why a hotel is one of the best places for it
Breakfast hours, the Wi-Fi, the shuttle, late checkout. Most questions at the desk have been asked many times before, and each one takes a member of staff away from a guest who needs a person.
A resort hears many languages in a single day. The guest asks in their own, and the answer comes back in it, even when your documents are written in another.
Activity times, the evening show, a restaurant closed for a private event. A printed program is soon out of date; when the document is updated, the answer changes with it.
Blocks, pools, a beach and a spa spread across the grounds. With a code at each spot, the answer starts from where the guest is standing.
A question from the lobby, the beach or the spa
The code in the lobby and the code at the beach are different codes, so the assistant knows where the guest is standing. The answers come from the fact sheet, restaurant hours, activity program and service information the hotel uploads.
Illustrative examples. Answers are generated from the information the venue uploads; when the documents have no answer, the assistant says so and the question goes to the report.
Four sides of the hotel, four different gains
The same setup gives each part of the hotel something different: the guest gets an answer without queuing, reception gets time back, the technical team hears about a fault from the guest who saw it, and management plans the next season on what guests actually asked.
At any hour, from the room, the pool or the beach, in their own language, typed or spoken. The page asks for no name and no room number.
Questions about hours, places and services are answered where they come up. The desk keeps what only people can do: check-in, a complaint, a special request.
“The lights on the path to the beach are out” or “the lift in block B has stopped” reaches the panel with its spot and time, and by e-mail. If nobody picks it up within the set time, it moves up to the next person in charge.
What guests asked for and the hotel does not offer is collected in its own list: a late-night snack, a vegan menu, a shuttle to the old town. Measured demand for a new service, not a guess.
In the places where guests actually ask
A print-ready poster comes out of the system for each spot; the codes can also be printed on existing signs and directory boards.
At the end of the season, you know what your guests were looking for
The report is made of questions: what was asked, at which spot, when, in which language, and whether it was found.
Illustrative report. The real figures come from your own visitors' questions.
The asked-for-but-not-offered list is measured demand: the late-night menu, the excursion, the transfer guests keep asking about. It downloads as Excel or CSV.
The spread across hours and spots shows where guest relations staff are needed, and when.
The languages of the questions are a sign of which markets your guests come from, and of which language your welcome material needs next.
How it fits the season
You upload the fact sheet, restaurant and bar hours, the activity and entertainment program, spa and kids' club rules, transfers and house rules, as Word, PDF, Excel or PowerPoint; no special format. You pick the spots and print a poster for each. The page goes live with the hotel's name, logo and color, and the people you choose get panel access.
Guests scan, ask and read. When the program or a restaurant's hours change, the document is updated and the answers follow. Fault reports reach the panel and e-mail straight away, and the day's questions and the not-offered list can be followed in the panel.
The demand report is in the panel, and the asked-for-but-not-offered list downloads as Excel or CSV: input for next season's services, menus and staffing. The spots and codes stay where they are; what changes is the content you upload.
Three principles
No tenant or exhibitor can pay to be put first; the order of an answer cannot be bought.
The assistant is set up to answer only from the documents the venue uploads. When there is no answer, it says so, and the question goes to the asked-but-not-found list.
No account, no form, no name or phone number. The visitor scans the code and asks.
We collect questions, not people
The record is made of the question: what was asked, at which spot, when, in which language, and whether an answer was found. The venue sees what its visitors are looking for without knowing who they are.
Frequently asked
Does it ask guests for their room number?
No. The page asks for no name, room number or phone number, and the assistant is set up never to ask for one. If a guest writes their room number anyway, the assistant does not repeat it or use it.
Can guests book a table or a spa treatment through it?
No. It is not connected to your booking systems. It tells guests how and where to book, from your documents, and the booking itself stays with your team.
Do we need to translate our documents?
No. You upload your documents in the language you work in; someone who asks in another language gets the answer in theirs.
What about the Wi-Fi?
The hotel's Wi-Fi or the guest's mobile connection is enough, and the network name can be printed next to the code. The page is light and opens quickly on a weak connection.
Can we get a surprise bill?
No. The number of questions is set in the contract and usage is visible in the panel at any time; when the number runs out, no extra charge is made without your approval.
Is the AI trained on our data?
No. The AI is not trained on your data; the documents are read at the moment a question is asked. That is why an update to a document shows up in the answers.
Let's set up the first hotel together
The software is ready and live. We want to do the first setup together with a hotel team: a limited number of spots to start with, and at the end we read the report of what guests were looking for together. Scope, duration and terms are agreed in a meeting.
Before we meet: we can build a trial page from the public information on your hotel's website, so you can try the assistant on your own phone with your own hotel's information.