AI Concierge That Answers Every Guest Call in Seconds

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Retell AI deploys an AI concierge that answers guest calls instantly, books and changes reservations, and answers property questions from your own knowledge base, then hands the calls that need a person to your team with full context. It runs 24/7 on your existing phone line, in 31+ languages, with no new hardware or engineering team required.
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How It Works

Launch your AI concierge in four steps, from connecting your phone line to handling live guest calls.

Configure your concierge
Pick a voice, set your routing and escalation rules, and connect a knowledge base that syncs from your property details, policies, and site.
Connect your phone system
Point your existing numbers at the concierge through SIP trunking and keep your current carrier and PMS, or get a new number from the platform.
Test with simulated calls
Run simulated guest calls to check booking accuracy, reservation lookups, and escalation routing before you go live.
Deploy and monitor performance
Go live on a slice of traffic, then track resolution rate, transfers, and handle time in the dashboard.
Use Cases

Answer and resolve without a queue

Guests abandon when they wait on hold. The concierge answers every call on the first ring, pulls live reservation data mid-call, and closes routine requests on first contact, at the same quality at 2 a.m. as at 2 p.m. Calls that used to sit in a queue get resolved in the conversation.

Book, change, and cancel reservations on the call

Booking by phone tag loses the reservation. The concierge checks live availability and can book, confirm, modify, and cancel during the call, then sends the confirmation without a staff member touching it. Rooms and tables fill while the guest is still on the line.

Answer property and local questions

Check-in times, parking, pet policy, amenity hours, directions, nearby dining. The concierge answers these from a synced knowledge source rather than a static script, and gives returning guests the same answer every time. Routine questions close without a person.

Route and transfer with full context

When a call needs a person, handing it off cold makes the guest repeat everything. The concierge reads intent from natural speech, sends the call to the right team the first time, and attaches the full transcript on a warm transfer. Staff pick up mid-conversation, and only the share that needs a human gets escalated.

Cover after-hours and overflow

Calls outside front-desk hours hit voicemail, and most guests never call back. Running 24/7 as an AI answering service, the concierge resolves routine calls overnight and on weekends and captures booking requests instead of sending them to voicemail. Your team arrives to resolved calls, not a backlog.

Serve multilingual guests and absorb volume spikes

Peak season and international guests strain a fixed front desk. The concierge serves guests in 31+ languages with automatic language detection, and concurrency scales on demand, so you add lines in minutes with a slider instead of staffing for the peak. Service stays flat during check-in rushes and seasonal surges.

Compliance

Guest calls touch personal and payment data on nearly every line.

SOC 2 Type II

Call data runs on SOC 2 Type II certified infrastructure, meeting enterprise security requirements.

HIPAA

Regulated teams deploy under HIPAA with a self-service BAA portal available from the dashboard.

GDPR

Guest data is processed under GDPR, covering consent and access rights for callers in the EU.

PII Redaction

Personal identifiers are redacted from transcripts automatically, keeping every records audit clean.

Feature

Why hospitality teams choose Retell AI for their concierge line

Build
Deploy
Monitor
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Resolves requests instead of routing them
Legacy phone trees send guests to a queue and rarely finish the job. The AI concierge reads guest intent from natural speech, pulls live reservation and property data during the call, and closes routine requests on first contact, so most guests get an answer instead of hold music. Results vary by call mix and setup.
Answers guest questions accurately
Guests ask the same things all day. What time is check-in, is the pool open, do you allow pets, where can I park. A connected knowledge base pulls those answers from your property details, policies, and site, so the concierge responds correctly without pulling staff off the floor. Update a policy once and the next call reflects it, with no retraining.
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Answers every call in about 600ms
Guests abandon when they hit hold music, and every second on hold can cost you a booking. The concierge picks up on the first ring and connects to a live conversation in about 600 milliseconds, with no dead air, so the hold queue that drives abandonment disappears. Call quality is identical at 2 a.m. and 2 p.m., with no staffing gap.
Sits on the phone system you already run
SIP trunking connects to any carrier and keeps your current numbers and PMS, so there is no rip-and-replace project to approve. The concierge reads and writes live reservation records during the call, books against your calendar, and triggers downstream automation the moment a call resolves.
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Redacts guest data from every transcript
Every call can carry a name, a card, or a confirmation number, and a stray identifier in a transcript is a compliance problem waiting to surface. PII redaction strips personal identifiers from call records automatically, based on retention settings you control. Your team reviews calls and tracks outcomes without exposing guest data in the logs.
Shows which calls got resolved
Most teams review a small manual sample and guess at the rest. Every call generates a transcript, a sentiment score, and a resolution outcome, and post call analysis scores 100% of calls for resolution rate, transfer rate, and handle time against your baseline. You see what is working instead of guessing. Results vary.
Integrations

Seamless

Integrations with Your
Tech Stack

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Pricing

Cut Costs by 90% with AI phone Agents

Pay as you go

$0 to start.

$0.07–$0.12 per minute – Pay only for what you use.
60 mins of free access.
20 concurrent calls.
10 Free Knowledge Bases.
Get Started
FAQ

Frequently asked questions.

What is an AI concierge and what can it do?

An AI concierge is a voice agent that answers guest calls on its own instead of routing them to a queue. On a conversational AI platform, it picks up the call, looks up reservation and property data, books and changes bookings, answers policy and amenity questions, and routes the rest, 24/7 in 31+ languages. It handles the predictable call volume so your team focuses on the guests who need a person.

Does it work with our existing phone system and PMS?

Yes. SIP trunking connects to any carrier and keeps your current numbers, and the concierge reads and writes live reservation records in your PMS or booking engine during the call. There is no new hardware and no rip-and-replace, so you can route a slice of traffic first and scale once the metrics hold.

Can the AI concierge book, change, and cancel reservations?

Yes. It checks live availability, then books, confirms, modifies, and cancels during the call, and sends the confirmation without a staff member touching it. You define which actions it can take and which route to a person, so high-value or complex bookings go to your team by design.

What happens when the concierge cannot resolve a call?

The concierge runs a warm call transfer to the right person with the full transcript attached, so your staff picks up mid-conversation rather than starting over. You define the escalation rules, so sensitive or high-value calls route to a person by design, and every transfer is logged for review.

How much does Retell AI cost for an AI concierge?

Pricing is pay-as-you-go and starts at $0.07 per minute for the voice engine, with no platform fees and $10 in free credit to start. That $0.07 rate is specific to Retell AI, and per-minute pricing varies across vendors. Once you add an LLM and telephony, a realistic all-in rate lands closer to $0.09 to $0.19 per minute depending on your model and voice choices.

Will guests know they are talking to an AI, and what if they want a person?

The voice sounds natural and responds in under a second, so most guests talk to it the way they would a front-desk agent. Many operators disclose the AI upfront, and completion and satisfaction hold steady either way. Anyone who wants a person can ask, and the call transfers to your team with the context already attached.

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