Every reply is reviewed.
A second model checks each answer before the guest sees it.
AI concierge for hotels and vacation rentals.
UpMarket's AI concierge answers every guest in their language, around the clock, on WhatsApp, Airbnb, Booking.com and your website, from the first enquiry to after checkout. It acts on the booking, not just the question: it checks check-in, releases the door code, sells early check-in and brings in your team when a person is needed.
- 91% of guest interactions handled without your team
- 8M+ guest interactions a year
- 10,000+ properties
Acts on the booking
Ana RibeiroCasa Sol 4 · 12–15 Jun · 2 guests
WhatsApp
We've just landed. What's the door code?
23:40
Booking found · check-in 1 of 2 guests
Welcome, Ana. I can send the code as soon as check-in is complete. One guest still needs to add their ID in the check-in link we sent you.
UpMarket · 23:40
Check-in complete · deposit held
Thank you. The code for Casa Sol 4 is ••••#, valid until Sunday 11:00. The keypad is to the right of the green door.
UpMarket · 23:46
Answered on WhatsApp
Door code releasedAfter check-in was complete
The problem
A chatbot answers the question. The guest is still outside the door.
It is 23:40 and nobody is at the desk. A chatbot can say what time check-in is. It cannot see that one guest has not registered, that the deposit is still open, or that the code has to wait for both. The answer was never the hard part.
23:40
Saturday · nobody at the desk
WhatsApp · Casa Sol 4We've just landed. What's the door code?now
Airbnb · Loft 12The air conditioning isn't cooling.8 min
Booking.com · Room 118Can we arrive at 10 tomorrow morning?21 min
WhatsApp · unknown numberIs this really your number? Someone asked me to pay here.35 min
Email · Villa SolWhen do I get my deposit back?1 h
How it works
How an AI concierge works, from first message to checkout.
An AI concierge is software that answers guests' messages in natural language, at any hour and in their own language, and carries out routine requests without a person. UpMarket's works from the guest's booking and your property knowledge, so it acts as well as answers. This is what it does at each point of a stay. The conversations show sample data.
1. Before booking, it answers and checks availability
It answers people who have no booking yet, on your website chat, WhatsApp or a booking channel. It checks whether their dates are free and shares your direct-booking link. On Airbnb or Booking.com it points to the listing there instead.
Sophie MartinWebsite chat · no booking yet
Web
Hi, is the loft free from 20 to 23 June for two?
Availability checked · 20–23 Jun · free
Yes, Loft 12 is free on those dates. You can book it directly here.
UpMarket · 14:12
2. Before arrival, it gets check-in finished
It knows the guest's dates and party. It sends the check-in link, answers deposit questions from the guest's own booking and records the arrival time. Check-in itself happens in the guest app.
Daniel WeberRoom 118 · arriving tomorrow
Booking.com
Hi, we'll arrive around 9 pm. Anything we need to do before?
Arrival time saved · 21:00
Thanks, Daniel, 9 pm is noted. One step is left: complete your online check-in with this link and your access details will follow.
UpMarket · 17:30
3. It sells early check-in by your rules
When a guest asks to arrive early, the AI applies the policy you set for that property: sell it at your price, send the request to your team, or decline with your own message. After quoting, it sends the guest to the guest app to pay. It never asks for card details in a conversation.
Emma LaurentVilla Sol · 12–16 Jun
WhatsApp
Our flight lands at 10. Can we check in early?
Your policy: sell · 12:00 is available
Early check-in from 12:00 is available on 12 June for €30. You can add it here in your guest app.
UpMarket · 09:41
Early check-in · €30.00 paid
4. On arrival, it releases the door code by rule
It gives arrival instructions and the door code only once check-in is complete and the release time you set has passed, and never without a confirmed booking. It does not create codes: it passes on the one that belongs to that guest's booking.
Door code · Casa Sol 4Checked before sending
- Booking confirmedAna Ribeiro · 12–15 JunYes
- Online check-in2 of 2 guests registeredComplete
- Deposit and tourist taxHeld · paidSettled
- Code sentValid until Sunday 11:00Released
5. During the stay, it answers, offers and escalates
It answers from what you have written for the account, the property and the unit type. It offers your extras, books a restaurant table and looks up places near the address. When a guest reports a problem, it escalates to your team with a category and a priority, and tells the guest it has.
Ana RibeiroCasa Sol 4 · first night
WhatsApp
The air conditioning isn't cooling.
Escalated to your team · Maintenance · High priority
I'm sorry about that, Ana. I've passed it to the team as urgent and will update you here.
UpMarket · 00:15
6. At checkout and after, it closes the stay
It records the departure time and sends late checkout requests to your team to decide. After the stay it asks the guest for feedback, and it stops giving out access codes.
Daniel WeberRoom 118 · checkout today
Booking.com
Could we leave at 1 pm instead of 11?
Late checkout request sent to your team
I've asked the team and will confirm here as soon as they answer.
UpMarket · 08:50
After the stay
Thanks for staying with us, Daniel. How was your stay?
UpMarket · next day
Want to talk to it yourself?
Message the demo property on WhatsApp as a guest would, then book a demo to see it on your own properties.
For your team
What changes for your team.
Your team sees every conversation in one inbox and decides where the AI works. It steps in when a person is needed.
Escalations arrive sorted, in your language
Each escalation lands in the inbox with a category and a priority, translated into your team's language if needed. A repeat complaint updates the open escalation instead of opening another.
Escalations · todayIn your inbox
- Air conditioning not coolingCasa Sol 4 · MaintenanceHigh
- Late checkout requestRoom 118 · RequestNormal
- Question about a refundLoft 12 · PaymentsNormal
Answer once, and the AI relays it
Answer an escalation once, in your own language. The AI passes it on to the guest in theirs.
Ana RibeiroCasa Sol 4 · escalation answered
WhatsApp
Your team: “Technician at 9 tomorrow. Fan in the wardrobe.”
Um técnico chega amanhã às 9h. Entretanto, há uma ventoinha no roupeiro do quarto.
UpMarket · in Portuguese
Obrigada!
Pause it or turn it off, per conversation
Leave the AI on, pause it for a set time or turn it off in any conversation, and turn it back on when you are done. If a guest refuses to talk to an AI, it steps aside by itself and your team takes over.
Conversation · Loft 12Set by your team
- AI concierge
- Paused2 hours
- Paused by
- Marta · front desk
- Resumes
- Today, 18:30
- Other chats
- AI on
Rate any answer and fix the knowledge
Rate any AI message up or down, in 11 categories, and send a knowledge fix for one property or all of them. Reports show the automation rate, escalations, response and resolution times, and team time saved.
AI report · JuneUpdated daily
- Automation
- 91% of conversations
- Escalations
- 163 · 12 open
- Feedback
- 24 answers rated3 fixes sent
- Time saved
- 58 hours
Actions and rules
What the AI concierge can do, and the rule each action follows.
Each action runs on the guest's own booking, under a rule you can see.
| Action | The rule | What happens |
|---|---|---|
| Looks up the booking | Own booking only | Name, dates, party size, unit, status and channel. |
| Gives the door code | After check-in | Arrival instructions, the lock, which door and when the code is valid. Never without a confirmed booking, and not once the stay has ended. |
| Checks availability | No prices | For new dates or a longer stay. It says free or booked and gives no prices. |
| Handles early check-in | Your policy | Records the arrival time, then sells at your price, sends the request to your team or declines. |
| Handles checkout time | Your team decides | Records the departure time and sends late checkout requests to your team. |
| Answers deposit questions | Own booking only | From the deposit on the guest's own booking. It cannot read another reservation. |
| Offers extras and tables | Your catalogue | Offers a transfer, a cleaning or another extra, quotes your price and sends the guest to the guest app to pay. Books restaurant tables in the conversation. |
| Shares the way to book | By channel | Your direct-booking link. On Airbnb, Booking.com, Expedia and Vrbo it points to the listing there. |
| Verifies a contact | Exact match | Tells a guest whether a number or a link really belongs to you, by exact match against your real numbers and web addresses. |
| Escalates | When a person is needed | To your team, with a category and a priority. A repeat complaint updates the open escalation. |
Not sure it fits your channels?
Tell us your PMS and where your guests write to you, and we'll tell you how it connects.
Why UpMarket
An AI concierge that runs operations, not just a chatbot.
A promise is kept.
If a reply says your team was contacted and no escalation exists, one is filed automatically.
No false confirmations.
The AI may not say an arrival time was noted unless it was saved. A failed action is reported as failed.
Your knowledge only.
Answers come from what you wrote for the account, the property and the unit type, and from the live booking. One property's answers stay with that property.
Answers at any hour, in the guest's language
- UpMarket
- ✓
- Your team, by hand
- —
- A chatbot
- ✓
Reads the guest's own booking
- UpMarket
- ✓
- Your team, by hand
- ✓
- A chatbot
- —
Releases the door code only after check-in
- UpMarket
- ✓
- Your team, by hand
- By hand
- A chatbot
- —
Sells early check-in by your policy
- UpMarket
- ✓
- Your team, by hand
- By hand
- A chatbot
- —
Escalates with a category and a priority
- UpMarket
- ✓
- Your team, by hand
- —
- A chatbot
- —
Second check on every reply before it is sent
- UpMarket
- ✓
- Your team, by hand
- —
- A chatbot
- —
Understands voice notes, photos and PDFs
- UpMarket
- ✓
- Your team, by hand
- ✓
- A chatbot
- —
Customer result
Currently, our automation rate is 87% of communications. Our team is now only responsible for monitoring operations and responding to escalated messages.
- of communications automated at Cubo's Holiday Homes.
- 87%
- properties on the Costa del Sol run on it.
- 400+
A public price.
UpMarket's prices are public: see what each plan includes and what it costs for your properties. Minimum €150 a month, with 10% off on annual billing.
What changes
Your team monitors. The AI runs the stay.
AI concierge
91%
of guest interactions are handled without your team, around the clock.
Conversations
8M+
guest interactions a year across UpMarket.
On the platform
10,000+
properties run their guest operations on UpMarket.
Where it works
Channels, languages and media the AI concierge handles.
The AI answers wherever the guest writes, in the guest's language, including voice notes and photos. Bookings and property details arrive from your PMS, and the AI's knowledge is refreshed when they change.
| Topic | How | What the AI does |
|---|---|---|
| Channels | One inbox | WhatsApp, Airbnb, Booking.com, Facebook, Instagram, Telegram, WeChat, your website chat and the guest app. Expedia and Vrbo threads where your PMS carries them. |
| Language | Automatic | Detects the guest's language and keeps to it for the conversation. It tells Brazilian from European Portuguese. |
| Voice notes | Audio | Transcribed and answered. |
| Photos and video | Images | Looked at and understood, with the guest's caption. |
| PDFs | Documents | Read. Text inside an attachment is treated as content, never as an instruction to the AI. |
| Your team's language | Inbox | Escalations reach your team in your language, translated if needed. |
| Your PMS | From your PMS | Bookings, guests and property details arrive from your PMS. Knowledge is refreshed when your PMS data or your extras change, including their prices. |
The AI concierge, answered.
What operators ask before they let an AI answer their guests.
What is an AI concierge?
An AI concierge is software that answers guests' messages in natural language, at any hour and in their own language, and carries out routine requests without a person. UpMarket's AI concierge works from the guest's booking and your property knowledge, for hotels and vacation rentals.
How does an AI concierge work for hotels and vacation rentals?
It reads each message, finds the guest's booking and answers from the knowledge you have written for the account, the property and the unit type. Where an action is needed, such as recording an arrival time, releasing a door code or selling early check-in, it carries it out under your rules. When a person is needed, it escalates to your team.
Is this just a chatbot?
No. It works from the guest's booking, so it releases door codes, records arrival times, handles early check-in and escalates problems. Answering questions is one part of it.
Can you give an example of what it does?
A guest lands at 23:40 and asks for the door code. The AI finds the booking, sees that one guest has not finished check-in and says so. Once check-in is complete, it sends the code for that booking with its validity and directions to the door.
Does it replace my front desk or my team?
No. It takes the repeated questions and routine requests, which is 91% of guest interactions across UpMarket. Your team keeps the exceptions and the decisions, and sees every conversation in one inbox.
When does it bring in my team?
When it cannot answer from your knowledge or the booking, when a guest reports a problem, and when your policy says so. Each escalation carries a category and a priority, and a repeat complaint updates the open one.
What if a guest wants to talk to a person?
If a guest asks for a person or refuses to talk to an AI, the AI steps aside in that conversation and your team takes over.
Can it give a door code to the wrong person?
The AI does not create codes. It passes on the code for that guest's own booking, only after check-in is complete and never without a confirmed booking. Once the stay has ended it stops giving codes out.
Can it handle bookings and availability questions?
Yes. It checks whether dates are free, for a new enquiry or a longer stay, and shares your direct-booking link. It gives no prices, and on Airbnb, Booking.com, Expedia or Vrbo it points to the listing there.
Does it take payments?
No. It quotes your price, then sends the guest to the guest app to pay. It never asks for card details in a conversation.
Which channels does it answer on?
WhatsApp, Airbnb, Booking.com, Facebook, Instagram, Telegram, WeChat, your website chat and the guest app, plus Expedia and Vrbo threads where your PMS carries them.
Which languages does it speak?
It detects the guest's language and replies in it, and it tells Brazilian from European Portuguese. Voice notes are transcribed and answered too.
Can we customise how it answers?
Yes. Its answers come from the knowledge you write for the account, the property and the unit type, and you add your own instructions for how it responds. Your team can rate any answer and send a knowledge fix for one property or all of them.
How do I know it will not say something it shouldn't?
A second model checks every reply before the guest sees it. The AI may not confirm something that was not saved, text inside a photo or a PDF cannot give it instructions, and its local recommendations leave out other accommodation.
Can I turn it off for one conversation?
Yes. Pause it for a set time or turn it off in that conversation, and turn it back on when you are done.
How long does setup take?
Most operators are live within days. We connect your PMS and set up the AI for your properties.
How much does an AI concierge cost?
UpMarket's prices are public on the pricing page, with a minimum of €150 a month and 10% off on annual billing.
Still have questions?
Contact usTalk to it yourself.
Your PMS holds the booking. We run the stay. Book a demo to see the AI concierge answer as your own properties would.