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AI Concierge

Your property's questions,
answered before
they're even asked

Orana's AI Concierge is trained on your property's specific content, not generic scripts. It handles every inbound guest question across every channel, instantly, in any language, around the clock. Powered by industry-leading conversational AI, deeply integrated with your guide, booking data, and guest profile.

See it in action Back to all features
24/7Always on, never off shift
107Languages supported
40%Reduction in staff messages
🤖
Orana AI Concierge
Online · Responding instantly
WhatsApp
SMS
Email
Hi! What time is check-in and is parking included?
Priya · WhatsApp · 10:31 PM
🤖 AI · Instant
Hi Priya! Check-in is from 3pm, early check-in from 1pm is available if your room is ready 😊 Parking is complimentary in Level B2, space 14. Just let us know your plate number and we'll have it ready for you!
AI · 10:31 PM
Amazing! Do you have a spa and can I book it now?
Priya · 10:32 PM
🤖 AI · Instant
We do! The Harbourview Spa is open daily 9am–8pm. I can add a couples massage package to your stay right now if you'd like 👇
🧖
Couples Spa Package90 min massage · From $185
AI · 10:32 PM
Message Harbourview Suites…

How it works

Three steps. Zero manual effort.

From setup to your first automated reply, Orana's AI is designed to work immediately, trained on your content, not a generic hospitality template.

1
You share your property content
Your Guest Guide, house rules, FAQs, and property info become the AI's knowledge base. It learns your property's specifics, your hours, your policies, your tone.
✓ Automatic

The AI syncs with your Guest Guide content automatically. Update the guide, and the AI learns the change immediately, no retraining required.

2
A guest sends a message
Via WhatsApp, SMS, email, Airbnb, or Booking.com, the AI receives every inbound message across all connected channels simultaneously.
✓ Instant

The guest's language is auto-detected. The AI formulates a response in the same language using your property's information, typically within 2 seconds.

3
AI responds or escalates
If the AI can answer, it does, instantly. If the question needs human judgement, it flags the thread for your team with full context already attached.
✓ Smart

Your team only sees the conversations that genuinely need them. Everything else is handled before they even open the inbox.

Channel Coverage

One AI brain.
Every channel your guests use.

Guests don't choose their preferred channel based on what's convenient for your team. Orana's AI meets them wherever they already are, with the same instant, accurate response every time.

💬
WhatsApp
The world's most-used messaging app, your highest-volume channel for international guests
Live
📱
SMS
Works for every guest regardless of smartphone type or data connection
Live
📧
Email
Automated replies to inbound guest emails, no inbox monitoring required
Live
🏠
Airbnb & Booking.com
OTA message threads handled directly, responses appear within the platform
Live
💬
WhatsApp
Most common
📱
SMS
Universal
📧
Email
Pre-arrival
🏠
Airbnb
OTA
🌐
Booking.com
OTA
➕
More
Coming soon
🤖
Orana AI Concierge
Single AI · trained on your property
⚡
Instant reply
91% of queries resolved
🔔
Team escalation
With full context attached

Language Intelligence

Write your guide once.
Speak to guests in 107 languages.

International guests don't message in English. Orana's AI auto-detects the language of every inbound message and responds in kind, using your property's information, translated in real time. No separate versions to maintain. No translator needed.

✓ Language is detected per message, the same guest can switch mid-conversation
✓ Your property information is translated accurately, names, prices, and times preserved
✓ No additional configuration, language support is enabled for every property by default
🌐 Live language examples
107 languages
Guest message 🇯🇵 Japanese
チェックインは何時からですか？
🤖 AI Response · Japanese
チェックインは午後3時からです。ご希望の場合は、午後1時からのアーリーチェックインもお部屋の準備ができ次第ご利用いただけます。😊
Guest message 🇩🇪 German
Gibt es Parkplätze und was kostet das?
🤖 AI Response · German
Ja! Wir haben kostenlose Parkplätze für unsere Gäste in Ebene B2, Stellplatz 14. Bitte teilen Sie uns Ihr Kennzeichen mit, damit wir alles vorbereiten können.
🇫🇷 French
🇪🇸 Spanish
🇮🇹 Italian
🇵🇹 Portuguese
🇨🇳 Mandarin
🇰🇷 Korean
🇸🇦 Arabic
+ 100 more

Setup & Training

Trained on your property.
Ready in under an hour.

The AI doesn't need to be programmed with individual Q&A pairs. It reads your existing Guest Guide content and builds its knowledge from that, the same way a new team member would.

✓
Connect your property
Link Orana Stay to your PMS or channel manager. Booking data and property details sync automatically.
~5 minutes
✓
Build or import your Guest Guide
Fill in your property information using our templates, check-in times, WiFi, parking, house rules, local tips. This becomes the AI's knowledge base.
~20–40 minutes
3
AI trains automatically
As soon as your guide has content, the AI begins learning from it. No prompt engineering, no manual Q&A configuration, it reads and understands your content directly.
Automatic · ~2 minutes
4
Connect your messaging channels
Link WhatsApp, SMS, email, and OTA inboxes. The AI starts responding to guest messages on the next booking.
~10 minutes
5
Go live
Your next guest gets instant AI responses. Review the inbox, monitor escalations, and refine your guide content as you learn what guests ask most.
Ongoing · self-improving
AI Knowledge Base
● Trained & Active
🏠
Arrival & Access
6 Q&As
🍽️
Food & Dining
9 Q&As
🏊
Facilities
8 Q&As
📋
House Rules
5 Q&As
🗺️
Local Area
14 Q&As
📞
Contact & Emergencies
4 Q&As
🧠
46 knowledge items trained
Last updated: 2 minutes ago · Auto-syncs on guide changes

Human Control

The AI handles it.
You stay in control.

Orana's AI knows its limits. When a guest question requires judgement, empathy, or information the AI doesn't have, it steps back and hands the conversation to your team, with everything they need already loaded.

🤖
Guest sends a message
Received across any connected channel. AI assesses whether it can answer confidently from your content.
⚡
AI answers instantly (91% of the time)
Clear questions about hours, parking, WiFi, check-in, local tips, answered in the guest's language within 2 seconds.
🔔
Complex queries escalated with context
If the AI can't answer confidently, it flags the thread, attaching the full conversation, booking details, and guest history so your team can respond without asking the guest to repeat themselves.
👤
Your team takes over seamlessly
The guest sees a continuous conversation, no "you'll be transferred" message, no starting over. Your team just continues the thread.
🤖
Orana AI Concierge
Escalation example
We had a really disappointing experience with the noise last night and I'd like to discuss compensation.
James · Email · 8:14 AM
Hi James, I'm sorry to hear you had a difficult night. I want to make sure your concern is handled with the care it deserves, I'm flagging this for our team right now and someone will be with you shortly.
AI · 8:14 AM
🔔 AI escalated this thread · Reason: Complaint requiring management response
Hi James, this is Sarah from our guest relations team. I've just reviewed your stay and I'm so sorry about last night. Could I call you in the next 15 minutes to sort this out properly?
Sarah (Team) · 8:22 AM
✓ Full context pre-loaded · James's booking · Prior messages · Stay history

Revenue Intelligence

Every conversation is a revenue opportunity, if you know when to ask

When guests ask about a service, they're showing buying intent. Orana's AI recognises these moments and naturally surfaces the right upsell offer, within the flow of the conversation, not as an interruption.

Guest asks about the spa
"Is there a spa at the hotel? What treatments do you offer?"
↓
🤖 AI response includes
Answers the question fully, then offers the couples massage package with a one-tap booking option embedded in the reply.
Guest asks about late checkout
"Is there any chance of a late checkout on Sunday?"
↓
🤖 AI response includes
Confirms availability of free 1pm checkout, then offers 3pm as a paid upgrade, processed automatically if accepted.
Guest asks about dining
"What's the restaurant like? Do I need a reservation?"
↓
🤖 AI response includes
Describes the restaurant and offers to reserve a table for their party size, right in the reply, without the guest needing to call.

Common Questions

Everything you've wondered about AI Concierge

The AI only answers from your verified Guest Guide content, it doesn't make things up or draw on generic hospitality knowledge. If a topic isn't covered in your guide, the AI says so and escalates to your team rather than guessing. The more complete your guide, the more accurate and complete the AI's responses. You can also review AI conversations at any time and add content to fill gaps.
Yes, every AI conversation is visible in your Orana inbox, clearly labelled. You can review, override, or follow up on any conversation at any time. Nothing the AI sends is hidden from your team.
The AI recognises when a question falls outside its knowledge or requires judgement, for example, complaints, compensation requests, or sensitive situations. In those cases it sends a holding reply to the guest, then flags the thread for your team with full context already loaded. Your team picks up a warm, informed conversation rather than a cold escalation.
It's ready as soon as your Guest Guide has content. There's no manual training process, the AI reads your guide and learns from it automatically. The AI side of setup is fast; the overall go-live timeline depends on your integrations and messaging configuration, which we handle with you.
Currently the AI handles information queries and can present upsell offers (which guests can accept with a tap). Full booking automation, where the AI makes confirmed reservations in your PMS, is on our roadmap. For now, accepted upsells are queued for your team to confirm, keeping you in control of inventory.
107 languages, including all major European, Asian, Middle Eastern, and South American languages. The AI detects the language of each individual message automatically, so the same guest could message in English and receive a reply in French if they switch languages, with no setup required from you.
That's your call. By default, the AI identifies itself, we believe transparency builds trust. But you can configure the AI persona with your property's name and tone, so it feels like a natural extension of your team rather than a generic bot. Many properties brand it as \"[Property Name] Concierge\" rather than explicitly labelling it as AI.
“
Orana Stay has completely transformed the way we engage with our guests. The digital guidebooks are beautifully designed, easy to update, and have significantly reduced the number of repetitive guest enquiries we used to get. Our team now spends less time answering common questions and more time focusing on creating amazing stays. The platform is simple, smart, and exactly what we needed.
B
Beach Stays
Northern Beaches, NSW

See it live on your property

Watch the AI handle your guests' actual questions

Book a 30-minute demo and we'll configure a live AI demo using your property's real information, so you can see exactly how it would work for you.

Book a Demo Back to all features

No commitment required. We handle your setup end to end.