Tourmie’s AI Guest Assistant is an intelligent virtual assistant integrated into your digital Guest Guides that automatically answers guests’ questions about their stay.
It works as a 24/7 digital concierge, helping guests find information about the property, their booking, the check-in process, available services, and the local area — instantly and without requiring manual responses from the host.
Requirements
Before enabling the AI Guest Assistant, make sure that:
Your subscription plan includes the AI Guest Assistant feature (available on the Pro and Enterprise plans).
You have at least one active property in your account.
📌 Note: The AI Guest Assistant uses AI Credits to respond to guest questions. Each interaction consumes AI Credits depending on the AI model, response length, and request complexity.
Tourmie provides €5 in free AI Credits when you enable the AI Guest Assistant, so you can try it before purchasing additional AI Credits.
Understand the AI Guest Assistant
What is the AI Guest Assistant?
Tourmie's AI Guest Assistant is an intelligent virtual assistant integrated into your guest guides, allowing guests to ask questions in natural language and receive instant answers 24/7.
The assistant retrieves information from the content you have added to your properties and guest guides — such as property details, check-in instructions, house rules, amenities, and available services — and provides immediate responses to guests.
This allows guests to quickly find the information they need, while reducing the time you spend answering repetitive questions.
What can the AI Guest Assistant do?
With Tourmie’s AI Guest Assistant you can:
Automatically answer guest questions about the property
Provide information about bookings, check-in instructions, and amenities
Recommend and search for available services (transfers, activities)
Help guests submit service bookings or requests
Provide multilingual assistance to international guests
Offer 24/7 automated guest support
ℹ️ The AI Guest Assistant uses your property data, guest guide information, and booking details to generate accurate responses for guests.
Why Use the AI Guest Assistant?
Reduce repetitive messages – Guests frequently ask the same questions (Wi-Fi password, check-out time, parking, etc.). The AI Guest Assistant answers them instantly
Improve guest experience – Guests receive immediate responses at any time of the day
Increase service bookings – The assistant can recommend services and experiences during the guest’s stay and help guests submit bookings
Automate guest communication – The assistant handles routine guest inquiries automatically so you can focus on operations
Enabling the AI Guest Assistant
Step 1: Enable the Feature
Log in to your Tourmie account
From the menu, go to Settings → AI Guest Assistant
In the AI Guest Assistant Configuration section, toggle the switch to enable the AI Guest Assistant
⚠️ Important: Even if the assistant is enabled here, it will not appear to guests until it is assigned to a property.
Step 2: Ensure Your Guest Guides Are Updated
The AI Guest Assistant generates answers based on the content of your properties and their Guest Guides. For best results, make sure your guides include information such as:
Check-in & check-out instructions
Wi-Fi details
House rules
Parking information
Property amenities
Local recommendations
Available services
💡 Tip: The more complete your Guest Guides are, the better the AI Guest Assistant will perform.
Configuring the AI Guest Assistant
The configuration page includes several sections where you can customize the assistant.
1. Basic Settings
These settings define the core configuration of the assistant.
Assistant Name – Enter the name that guests will see in the chat interface (e.g. Villa Assistant, Concierge)
AI Provider – Select the AI provider that powers the assistant (e.g. OpenAI, Google)
AI Model – Select the AI model used to generate responses
💡 Tip: If you are unsure which model to choose, use the default recommended option.
2. Assistant Behavior
This section allows you to customize how the AI Guest Assistant communicates and behaves when interacting with guests.
- System Prompt
The System Prompt defines the assistant’s behavior and responsibilities. It guides how the AI answers questions and interacts with your guests.
For example, the prompt can instruct the assistant to:
Answer questions about the property
Assist with booking-related questions
Recommend services and experiences
Submit guest requests and service bookings
- How to Configure the System Prompt
You can configure the System Prompt in three ways.
a) Use the Default System Prompt
You can leave the System Prompt field empty. In this case, the assistant will use the default configuration provided by Tourmie, which works well for most properties.
b) Write your Own System Prompt
You can manually write instructions in the System Prompt field to customize how the assistant behaves.
For example, you can define:
What information the assistant should prioritize
What it should do if it cannot find an answer
How it should handle guest requests
This option is recommended for advanced customization.
💡 Αυτή η επιλογή προτείνεται για πιο προχωρημένη παραμετροποίηση.
c) Use a System Prompt Template
Tourmie provides preconfigured prompt templates optimized for different hosting styles.
To use a template:
Click Use Template next to the System Prompt field
Select the template you want
Click Apply Template
The selected template will automatically populate the System Prompt field.
- Available System Prompt Templates
Default Concierge (Balanced) – recommended for most properties
Standard Concierge (No Upselling) – for properties that do not offer additional services
Concierge + Soft Upselling (Hospitality Style) – designed to recommend services to guests when relevant
Concierge + Smart Upselling (Revenue-Focused) – proactively recommends relevant services to maximize additional revenue
💡 Tip: If you are unsure which option to choose, start with the Default Concierge (Balanced) template.
📌 Note: The System Prompt does not replace your property information. The AI Guest Assistant still relies on the data available in your property details, guest guides, and booking details to generate accurate responses.
3. Response Settings
These settings control how the assistant communicates with guests.
- Response Language
Choose the language used for responses, or select Auto-detect to automatically reply in the guest’s language.
- Communication Tone
Select the communication style of the assistant:
Formal – polite and structured communication
Friendly – warm and conversational tone
Professional – balanced tone suitable for most hospitality environments
💡 Example: A friendly tone might say: “Of course! Check-in starts at 3:00 PM. Let me know if you need anything else.”
- Response Length
Control how detailed responses should be:
Short – quick and concise answers
Medium – balanced responses (recommended for most cases)
Detailed – more descriptive responses with additional information
- Use Emojis
Enable or disable emojis in responses for a more conversational guest experience.
💡 Emojis are commonly used in vacation rentals or Airbnb-style stays, while hotels may prefer a more professional tone.
4. Assistant Capabilities
You can enable specific capabilities that allow the assistant to perform actions on behalf of guests.
Available capabilities include:
- Property Data Retrieval
Allow the assistant to answer questions about the property, such as check-in instructions, amenities, and house rules.
Example:
“What time is check-in?”
“Do you have parking available?”
- Booking Data Retrieval
Allow the assistant to access booking details and answer questions related to the guest’s reservation.
Example:
“What are my check-in dates?”
“How many guests is my booking for?”
- Services Search
Allow the assistant to search and recommend available services.
Example:
“Do you offer airport transfer?”
“Are there any boat tours available?”
- Service Booking Submission
Allow the assistant to submit service bookings on behalf of guests, such as airport transfers or activities.
Example:
“I would like to book an airport transfer.”
“Can you reserve a massage for tomorrow?”
- Guest Requests Submission
Allow the assistant to submit guest requests on behalf of guests, such as early check-in, cleaning service, or extra towels.
Example:
“Can I request late check-out?”
“We need extra towels in the room.”
💡 Tip: Enable only the capabilities you need for your property.
5. Privacy & Security Settings
These settings control which sensitive information the AI Guest Assistant can access and what information it is allowed to share with guests.
- Show Personal Information
Allow the assistant to display guest personal details such as name, phone number, and email address.
Example: If a guest asks “What email did I use for my booking?”, the assistant can display the email address associated with the reservation.
- Show Booking Amounts
Allow the assistant to share information related to the booking amount or payment.
Example: If a guest asks “How much did I pay for my stay?”, the assistant can show the booking amount.
- Require Guest Verification
Require guests to verify their identity before the assistant can share sensitive booking information.
Example: Before showing booking details, the assistant may ask the guest to confirm their booking ID or reservation reference.
- Access Codes Display
Control when the assistant is allowed to share access codes, such as door codes or building entrance codes.
Always – the assistant can share the code at any time
Check-in Period Only – the assistant shares the code only during the check-in period
Based on Property Locked Fields Settings – the assistant follows the visibility rules configured in the property’s locked fields settings
Never – the assistant will not share access codes
Example: If a guest asks “What is the door code?”, the assistant will only share it according to the rule you selected.
💡 Tip: For better security, many hosts choose “Check-in Period Only” for access codes.
6. Notifications
You can configure how you are notified about AI Guest Assistant activity.
Email on Guest Query – Receive email notifications when guests interact with the assistant
Email on Error Alerts – Receive email notifications if the assistant encounters system errors
After configuring the assistant, click Save at the bottom of the page.
Assigning the AI Guest Assistant to Properties
After configuring the assistant, you can activate the assistant for specific properties.
Step 1: Enable the Assistant for a Property
Scroll to the Property Assignment section
You will see a list of all properties in your account
Find the property in the list
Enable the checkbox in the Enabled column
The assistant will automatically become active for that property.
Step 2: Property-Specific Settings (Optional)
You can click Edit next to a property to customize settings such as:
Assistant name
System prompt
Response settings
All other settings inherit the main configuration.
Managing AI Credits
The AI Guest Assistant operates using AI Credits. Each guest query consumes AI credits depending on:
The AI model used
The length of the response
The complexity of the request
1. Manage AI Credits
You can manage credits from:
From this page you can:
View your current credit balance
Purchase additional credits
Enable auto-recharge
Monitor transaction history
⚠️ Important: If your AI credits run out, the assistant will stop responding until credits are added.
2. Purchase AI Credits
If your AI Credits balance becomes low, you can purchase additional credits at any time.
How to purchase AI credits:
Go to Settings → AI Assistant → Credits & Transactions
Click Purchase credits
In the AI Credits window, choose one of the predefined recharge amounts or enter a custom amount
Click Purchase credits to complete the purchase
3. AI Credits Auto Recharge
Auto Recharge automatically adds AI Credits to your account when your balance falls below a specified amount. This ensures the AI Guest Assistant continues to operate without interruption.
How to enable AI credits auto recharge:
In the Auto Recharge section, click Enable auto recharge
Set the minimum balance in When credit balance goes below
Set the recharge amount in Bring credit balance back up to
Click Update to save your settings
Example: If you set:
When credit balance goes below: €5
Bring credit balance back up to: €20
When your balance drops below €5, Tourmie will automatically add credits to bring the balance back to €20.
💡 Tip: Enabling Auto Recharge helps prevent interruptions in AI responses, especially during periods of high guest activity.
How Guests Interact with the AI Guest Assistant
Once enabled, guests will see the assistant directly inside the Tourmie Guest Guide.
Guests can interact with the assistant in two ways:
1. Inline Chat Widget
A chat box also appears directly on the guest guide homepage. Guests simply type their question and receive an instant response.
For example:
“What is the Wi-Fi password?”
“What time is check-out?”
“Is there parking available?”
The AI Guest Assistant instantly searches the Guest Guide and returns the most relevant answer.
2. Chat Bubble
A floating chat bubble appears in the guest guide. Guests can click it to open a chat window and ask questions.
Frequently Asked Questions
Does the AI Guest Assistant replace communication with the host?
Does the AI Guest Assistant replace communication with the host?
No. The assistant handles common questions automatically, but guests can still contact the host directly through Tourmie if they need further assistance.
Where does the AI Guest Assistant get its information?
Where does the AI Guest Assistant get its information?
The assistant uses the information available in your properties and their Guest Guides.
Can I use different settings for each property?
Can I use different settings for each property?
Yes. After saving the main configuration, you can customize settings for individual properties.
Can I control what the AI Guest Assistant shares?
Can I control what the AI Guest Assistant shares?
Yes. You can control what the assistant is allowed to share through the Privacy & Security settings, such as booking amounts, personal information, or access codes.
Can the assistant respond in multiple languages?
Can the assistant respond in multiple languages?
Yes. If language is set to Auto-detect, the assistant automatically detects the guest’s language.
Can the assistant submit service bookings or requests?
Can the assistant submit service bookings or requests?
Yes, as long as the relevant capabilities are enabled in the configuration.
What happens if the assistant doesn't know the answer?
What happens if the assistant doesn't know the answer?
The assistant informs the guest and suggests contacting the host directly.
Can I disable the assistant temporarily?
Can I disable the assistant temporarily?
Yes. You can disable it either from the main toggle or from the property assignment table.
What happens if my AI Credits run out?
What happens if my AI Credits run out?
If your AI Credits reach zero, the AI Guest Assistant will stop responding to guest questions until additional credits are added to your account. You can enable Auto Recharge to avoid interruptions.
How can I improve the AI Guest Assistant’s responses?
How can I improve the AI Guest Assistant’s responses?
The assistant performs best when your Guest Guide contains complete and accurate information. To improve responses, make sure your guides include:
Check-in and check-out instructions
Wi-Fi information
House rules
Property amenities
Available services and experiences