AskHandle

Pre-arrival guest support

Make arrival easier before the guest gets there.

Give guests the right information between booking and check-in, answer changing questions, and route special requests without adding repetitive work for hotel staff.

Build your agentSchedule a demo
ONE UPCOMING STAYQuestions change as arrival gets closer
BOOKING CONFIRMEDStay context begins
PREPARING FOR ARRIVALPlans take shape
ARRIVAL DAYPractical questions
Check-in time?Where do we park?Can we leave our bags?How do we get there?Can we arrive after midnight?Anything to know before we get there?

AFTER THE RESERVATION

The guest journey starts before check-in.

Once a reservation is confirmed, the questions usually change.

The guest is no longer deciding whether to stay. Now they want to know how to arrive smoothly.

Pre-arrival support keeps those questions connected to the upcoming stay.

TYPICAL QUESTIONS INCLUDE

What time can we check in?
Where do we park?
Can we leave our luggage before the room is ready?
How do we get there from the airport?
Can we arrive after midnight?
Is there anything we need to know before we get there?

ONE RESERVATION, THREE MOMENTS

Carry the stay context forward.

The questions shift. The guest should not have to start over.

01

72 hours before arrival

Preparing for the trip

Guests begin preparing for the trip. This is often when they need practical information such as:

  • Check-in time
  • Parking details
  • Airport transportation
  • Property address
  • Directions
  • Luggage options
  • Breakfast information
  • Hotel facilities
  • Arrival requirements
  • Property-specific instructions
GUEST

We arrive around noon, but check-in is later. Can we leave our luggage?

AI AGENT

Yes. The hotel can store luggage before check-in. You can leave it with the front desk when you arrive.

02

24 hours before arrival

Plans become specific

The questions become more specific. A guest may want to confirm:

  • Arrival time
  • Transportation plans
  • Parking access
  • Room setup
  • Early check-in possibilities
  • Property entrance details
  • Breakfast timing
  • Accessibility information
  • Hotel contact information
UPCOMING STAYPreparing for arrival
ARRIVALTomorrow · 12:15 PM
GUESTS2 adults
TRANSPORTRental car
NEEDSParking · luggage storage

The conversation keeps the stay context so the guest does not need to repeat the same information each time.

03

Arrival day

The last details matter

The final questions are often immediate and practical.

Which entrance should we use?
Where is the parking garage?
We are running late. Is that okay?
Where do we leave our bags?
How do we get from the station to the hotel?

The AI Agent can answer approved property questions and keep the arrival details in context. If the guest needs a special arrangement or the question requires hotel staff, the conversation can move to the appropriate team.

A CONNECTED CONVERSATION

One stay, many changing questions.

Pre-arrival support should not behave like a static FAQ.

UPCOMING STAYRENTAL CARLUGGAGEPARKING

The same guest may ask about transportation in the morning, luggage in the afternoon, and parking on the way to the property. The important part is preserving the stay context while the questions change.

HOTEL KNOWLEDGE, AT THE RIGHT MOMENT

Give guests the right information at the right moment.

Different pre-arrival questions depend on different hotel knowledge.

Property information

Use Document Search for approved check-in instructions, parking, luggage, amenities, transportation information, property policies and guest services.

DOCUMENT SEARCH

Current website information

Use AI Answer with Live Web Search when current arrival details, transportation information or property pages already live on the hotel website or another provided URL.

AI ANSWER · LIVE WEB SEARCH

Structured property data

Use Data Search when arrival information, locations or other property details live in structured CSV or XLSX data.

DATA SEARCH · CSV / XLSX

The guest sees one answer. AskHandle can use the most relevant configured source behind it.

WHEN A PERSON SHOULD STEP IN

Route special requests instead of forcing an answer.

Not every pre-arrival request should be handled automatically.

GUEST NEEDA question before arrival
STANDARD ARRIVAL QUESTIONAnswer immediately

Approved property information, arrival details and directions.

SPECIAL REQUESTHand off with context

Bring the right hotel team into the conversation.

  • Special arrival arrangements
  • Manual early check-in review
  • Group arrival coordination
  • Accessibility requests that need staff confirmation
  • Property-specific exceptions
  • Requests that require front desk or reservations staff

The workflow can recognize when hotel staff should take over and preserve the context already collected.

READY FOR THE FRONT DESK

Give staff a prepared pre-arrival request.

When a guest needs hotel assistance, the handoff should include more than the last message.

EXAMPLE PRE-ARRIVAL SUMMARYFRONT DESK FOLLOW-UP
Guest
Alex Morgan
Arrival
Tomorrow · 12:15 PM
Guests
2 adults
Transportation
Rental car
Questions resolved
Parking · luggage storage · directions
Open request
Early check-in review
Next action
Front desk follow-up

Hotel staff can see what has already been answered and what still needs attention.

CONFIGURED FROM ASKHANDLE BUILDING BLOCKS

Built with components already in AskHandle.

The pre-arrival journey can be configured from components already available in AskHandle. The property decides which arrival details to surface automatically, which questions to collect, and which requests should reach hotel staff.

  • Document SearchAnswer approved arrival, parking, check-in, luggage, amenity, transportation and property questions from hotel knowledge.
  • AI Answer with Live Web Search enabledSearch the hotel website or another provided URL when current arrival or transportation information already lives online.
  • Question FlowCollect relevant arrival details such as expected arrival time, transportation method, parking needs or other property-specific information.
  • Data SearchRetrieve exact information from structured hotel data when the workflow depends on defined property, location or arrival fields.
  • Human HandoffBring front desk, reservations or another hotel team into the conversation when the guest needs a special arrangement or personal assistance.

The template can be adapted for a single property or multiple hotel locations while keeping each property's arrival information and workflow distinct.

PRE-ARRIVAL SUPPORT

Questions hotels ask.

What is pre-arrival guest support?+

Pre-arrival guest support covers the questions and requests that happen after a hotel stay is booked but before the guest checks in.

What kinds of questions can be handled before arrival?+

Common questions include check-in time, parking, luggage storage, transportation, directions, breakfast, property facilities, arrival instructions and other hotel-specific information.

Can the conversation remember details from earlier questions?+

Yes. The AI Agent can keep relevant stay and arrival context while the guest moves between different pre-arrival topics.

Can guests ask questions on the day they arrive?+

Yes. The same workflow can continue through arrival day for practical questions such as parking, entrance details, directions or late arrival information.

What happens when a guest needs a special arrangement?+

The conversation can hand the request to the appropriate hotel team with the relevant stay and arrival context already collected.

Can arrival instructions differ by property?+

Yes. Each property can use its own check-in details, parking instructions, entrances, transportation information and handoff rules so guests receive the correct arrival guidance for their stay.

PRE-ARRIVAL GUEST SUPPORT

Make arrival feel prepared before the guest arrives.

Answer the practical questions that come after booking, keep the stay context connected, and bring hotel staff in only when the guest needs personal assistance.

Build your agentSchedule a demo