[Day 3] Hospitable AI Masterclass: Automation, Insights & Guest Communication

Thanks ​@Petra Podobnik, looking forward to this one! 

[Recap]

AI masterclass: Automation, insights, and guest communication

Ethan Brown

Why AI is now a hosting advantage

AI has shifted from “nice to have” to operational leverage. Used correctly, it doesn’t replace hospitality—it protects time so hosts can deliver better experiences at scale.

Hospitable’s AI tools are designed to act with context, not generic scripts.

Core AI tools every host should understand

Inbox AI & auto-reply
Responds instantly to guest questions using property-specific knowledge, while allowing human escalation when needed.

Knowledge Hub
The foundation of effective AI. Stores property rules, guidebooks, instructions, and local recommendations so questions never need to be answered twice.

Guest summaries
Surface what each guest values based on past reviews, enabling more personalized stays.

Co-Pilot
Allows hosts to query performance, property details, and trends conversationally—saving hours of manual analysis.

AI is only as good as the information you give it

Ethan emphasized that AI performance is directly tied to setup quality. Hosts who invest time upfront in documenting rules, instructions, and FAQs see the biggest gains, while those who skip setup often assume AI “doesn’t work.” The difference isn’t the tool — it’s the context.

When humans should step in

AI flags urgent issues (e.g., safety concerns) and allows hosts to pause automation per conversation. The goal isn’t full automation—it’s intelligent delegation.

The takeaway for hosts

AI works best when it’s well-informed. Investing time in Knowledge Hub setup pays dividends across communication, reviews, and guest satisfaction.

Community Q&A highlights

Should guests be told they’re interacting with AI?
Disclosure is optional. Many hosts find conversations feel natural and guest satisfaction remains high without explicit disclosure. However, hosts should always follow local regulations and platform rules where applicable.

Why might AI fail to answer a guest question correctly?
In almost every case, it’s due to missing or incomplete information in the Knowledge Hub. AI will not guess or fabricate details. When a question goes unanswered, it’s usually a signal that something should be documented once to prevent repeat issues.

Can AI give out sensitive details too early?
No. Inbox AI respects booking stage permissions and will not share sensitive information such as access codes or arrival instructions before check-in.

How do hosts keep AI from sounding robotic or impersonal?
Tone is controlled through setup and review. Hosts can adjust phrasing, add personality to responses, and intervene at any point. AI is meant to support the host’s voice — not replace it.

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Replay link.

Experience Mogul

• Existing users can reach out to Hospitable team to set up a trial of the Mogul plan
• Get in touch with Tony from Customer Success here