STAY launches AI Concierge: real-time guest assistance that turns conversations into revenue

STAY, the leading Guest Experience Platform for hotel groups, has launched AI Concierge, a new solution designed to help hotels respond to guests instantly during their stay and guide every conversation toward services, bookings, and orders.

A structural gap between guest expectations and hotel response capacity

The launch responds to a widening gap between what guests expect during their stay and what hotel teams can operationally deliver. To support the announcement, STAY conducted an internal analysis of 1,712 guest-initiated conversations across 89 hotels from multiple international chains during December 2025.

The analysis found that nearly 17% of guest inquiries received no response at all. Among those that were answered, 27% took more than one hour. Combined, close to 4 in 10 guest inquiries failed to receive a useful response within a reasonable window.

Even the three hotels in the dataset that responded to 100% of guest chats during the month posted median response times between 14 and 28 minutes, above the 10-to-15-minute threshold typically associated with conversational channels. The finding suggests the gap is structural rather than a matter of staff commitment.

The same analysis also shows how concentrated guest inquiries are: dining reservations, general information, room service, dining waitlist, and checkout queries together account for 76.4% of all guest-initiated conversations, categories defined by their repetitive nature and high automation potential.

Native to STAY, not plugged in

Unlike generic chatbots, AI Concierge is not an external tool plugged into the hotel. It is a native layer inside STAY.

Hotels already use the platform to manage all the information that reaches the guest through their app: restaurant menus, spa schedules, daily activities, promotions, rates, and hotel policies. That same information, which the hotel team already keeps up to date, is what powers every AI Concierge response.

For the hotel, this has two practical consequences. There is no duplicated work: no need to load information into a separate system or maintain a parallel knowledge base. Responses always stay consistent with what guests see in the app, reflecting in real time any change in schedules, availability, or services.

AI Concierge also replies in the guest's own language and can be configured to match each hotel's brand tone of voice, from casual to formal luxury.

The problem is no longer responding to the guest, but doing so at the right moment and with information that reflects the hotel's actual operations. With AI Concierge, every interaction happens in real time, with reliable data, and directly connects the guest with the hotel's services. Joan Lladó, CEO of STAY

What changes for the hotel

AI Concierge removes the silence. Every guest inquiry receives an immediate answer.

It frees teams from the most repetitive part of guest communication, so human attention can focus where it makes a real difference.

And it turns each conversation into a revenue opportunity, guiding guests toward a booking, an order, or a service within the same app. As in-stay guest spend gains attention as a lever for RevPAR growth, closing this response gap is both a service and a commercial priority.

Privacy by design

AI Concierge is built on a strict data-protection model. No personal guest data is ever stored: conversations are anonymized before being processed, so names, room numbers, and personal details are never part of the flow. All conversations are automatically deleted after 14 days.

The assistant also answers only questions related to the hotel and its services, keeping every interaction within a clearly defined scope.

Live in hours, with no integrations required

The product is natively integrated into STAY's guest app and can be activated within hours, without external tools, additional integrations, or technical resources.

Media Contact

Fernando Muñoz

Head of Marketing [email protected]