For hotels, resorts and travel agencies
Guests ask at 11:30 pm, in English, Malay or Chinese.
Guests write from other time zones, in English, Malay or Chinese. Axonave answers check-in, transfer and package questions from your own articles. It books venue viewings in the chat and hands room requests to your reservations team.
- Works on
- Web chat
- Support form
Guest messages today
Guests write at night, in three languages.
“Guests message while we sleep.”
Someone in Shanghai asks about airport transfers at midnight our time. By morning they’ve booked a place that answered.
“Wedding enquiries sit in three phones.”
The events team, the front desk and the sales manager each hold part of the conversation. Nobody has all of it.
“Complaints after checkout reach nobody.”
A complaint comes in by email a day later and waits in a shared inbox until the guest writes a review.
One enquiry, start to finish
A wedding question at 11:30 pm. A ballroom viewing on Saturday.
An example hotel. The couple is made up. Every step is something Axonave does today.
- 11:30 pmA couple asks on WhatsApp, in Chinese, whether the ballroom fits a 300-guest wedding dinner.
- 11:30 pmThe bot answers in Chinese from your wedding packages article, and names it as the source.
- 11:32 pmA question saves the guest count on a new lead, with the chat attached.
- 11:33 pmA Book step offers three times the events team has free. The couple taps Saturday, 11:30. The invite goes by email.
- 9:00 amThe events team sees the viewing on the Calendar, with the chat on the lead.
- SaturdayA reminder goes out before the viewing. Afterwards the events manager marks it held and opens a deal.
An example, not a customer. Axonave does each step today; the hotel, the couple and the times are made up.
WhatsApp · 11:30 pm
- Customer: 你好，我们明年三月想办婚宴，大约300位客人。宴会厅坐得下吗？Hi, we’d like a wedding dinner next March, about 300 guests. Does the ballroom fit us?
- Reply: 可以，大宴会厅最多可坐400位客人。来源：婚宴配套与场地Yes, the Grand Ballroom seats up to 400 guests. Source: Wedding packages and venues
Saved on a new lead“Guests: 300”
Three free viewing times
- Sat 10:30
- Sat 11:30 (tapped)
- Sun 10:00
Booked: ballroom viewing, Sat 11:30
In person, with the events team. The invite goes by email.
Three languages
English, Malay and Chinese in one flow.
Write your menu once per language, in the same flow. Each guest gets it in their language, and Axonave remembers it for the next chat.
- English, Bahasa Malaysia and Chinese (Simplified)
- Preview each language on the phone
- Every starter template comes in all three
One flow, three languages: the English, Malay and Chinese (Simplified) tabs above Teras Home’s menu in the flow builder.
Answers from your articles
Check-in, transfers and packages, at night.
The AI answers from the articles you publish and links the one it used. A question with no article goes to a person, and shows up in Unanswered questions for you to write next.
- Your articles in each language
- The source under each answer
- No article, no answer
Teras Home’s chat widget: a visitor asks about delivery, and the answer streams in from the help centre. Yours would be check-in or transfers.
Reservations
Room requests go to your reservations team.
A “Book a room” option asks the dates, then hands the chat to reservations. Axonave holds no room inventory: your team confirms in your own system.
- The dates saved on the guest’s record
- Handed to a team or a skill
- The guest is told who took over
A WhatsApp chat in our demo workspace, handed to the Warranty & Repairs team by the menu. Yours might be Reservations or Events.
After the stay
A complaint after checkout becomes a ticket.
An email to your connected mailbox, a WhatsApp or the support form opens a ticket with an SLA. Your reply goes from your own mailbox, in the guest’s thread.
- Categories such as Stay › Room condition
- A team for each category
- Reply on WhatsApp or by email
Teras Home’s tickets. Hotel Seri Cempaka’s and Kopi Lane’s came in by email, beside WhatsApp, live chat and the support form.
Events and groups
Wedding and group enquiries as leads.
An enquiry from the chat becomes a lead with the chat attached. The events team moves it through your own pipeline stages, from viewing to signed.
- A score and a hot, warm or cold rating
- Owners and duplicate warnings
- Your own stages and a forecast
Leads in our demo workspace, a furniture retailer, each with a source, a score and a rating. Yours would be couples and groups.
A flow to start from
Main menu + agent, with an AI answer and a viewing.
Start from the template and give its menu three jobs. Events go to a Book step for a viewing. Room requests go to reservations. Anything else goes to the AI, then a person.
- A viewing as an in-person meeting type
- Room requests to reservations, with the chat
- English, Malay and Chinese in one flow
- No room booking: your team confirms
In the flow builder: New flow → Main menu + agent. It starts in English, Bahasa Malaysia and Chinese, ready to publish.
Hotel main menu
Step 1: Menu
Main menu
“Welcome! How can we help?”
- Weddings and eventsgoes toGuests
- Book a roomgoes toReservations
- Something elsegoes toAI answer
Step 2: Question
Guests
“How many guests are you expecting?”
Step 3: Book a meeting
Book a viewing
“Here are the times our events team has free.”
- Bookedgoes toDone
- Not bookedgoes toFront desk
Step 4: AI answer
AI answer
“Ask me about check-in, transfers or packages.”
- Answeredgoes toMain menu
- Not answeredgoes toFront desk
Step 5: Hand over
Reservations
“Passing you to reservations with your dates.”
Step 6: Hand over
Front desk
“Passing you to our team.”
Step 7: End
Done
“You’re booked. The invite is in your email.”
Passport numbers masked before the AI.
Guests send passport and card numbers in chats. Axonave masks the ones it recognises before any AI call, shows each agent their own chats, and erases a guest’s data when asked.
Masked before the AI
Cards, bank accounts and the passport and IC numbers it recognises are masked before any AI call. Your team still sees what the guest wrote.
Their chats, not everyone’s
Agents see their own chats and the queue. Supervisors see the whole floor.
PDPA requests
Export everything you hold on one guest, or erase it, when they ask.
Our access, on your terms
Our team opens your workspace only with a stated reason, for a set time. Your admins are told.
Questions from hotels and travel teams
Can guests book a room in the chat?
Not as a reservation. Axonave holds no room inventory and doesn’t connect to booking engines or channel managers. The bot answers rate and policy questions from your articles and hands room requests to your reservations team.
What can be booked in the chat, then?
Anything that takes a slot of your team’s time: a ballroom or venue viewing, a call with a travel consultant, a site visit. Each is a meeting type, online or in person, taken by its own team.
Can the bot answer in Chinese?
Yes. One flow holds English, Bahasa Malaysia and Chinese (Simplified), and Axonave remembers each guest’s language. The AI looks in your articles in the guest’s language first.
Can each property have its own WhatsApp number?
Yes. Pro includes 3 numbers, and extra ones are $25 a month each. Chats from every number reach one inbox, and each number can have its own flow and hand its chats to its own team.
Do you connect to our property management system?
No. Axonave doesn’t connect to property management systems, booking engines or channel managers. Guests you already have import from CSV.
Which plan does a hotel need?
Basic ($59 a month) has WhatsApp, tickets, the CRM and flows, including the Book step for viewings. AI answers need the AI: it’s in Pro ($199 a month), or add an AI pack of 1,000,000 tokens to Basic for $20 a month.
Is there a free trial?
Yes. Try Pro free for 14 days with your own WhatsApp number and guest articles. No card needed.
Send us your guest FAQ. We’ll show you midnight in three languages.
We reply within one business day by email or WhatsApp.