AI receptionist for hotels
Up to 75% fewer calls at the front desk, more time for the guest in front of you
AIVA is our AI receptionist for hotels. It answers your phones and completes actions in the systems you already use, from routing a call to creating a service ticket or updating a reservation. Every other call goes to your team with the context already captured.
Results and credentials
- 15% increase in guest satisfaction scores
- 2,200+ hotels and 450K+ rooms
- Marriott approved
How it works
What happens when a guest calls your front desk
Because BluIP carries the call and AIVA is connected to your property management system (PMS), AIVA knows which room is calling before anyone speaks and can finish the request on the call.
One guest call
- A guest dials the deskAIVA answers on the first ring
- The room is known before anyone speaksInternal call, room number from the PMS
- The request is understood the first timeAnswers come from your connected systems
- AIVA completes the action on the callA ticket created or a reservation updated while the guest is still on the line
Help that fits where the call comes from
A guest in their room and someone calling from outside want different things. AIVA can tell them apart before it answers.
Calling from Room 208
A guest who has already checked in
- The room is filled in on every request, so nobody spells out who they are
- A late checkout confirmed while they are still on the line
- A maintenance request turned into a service ticket
- Vegan options, valet requests and pool hours handled without a trip to the desk
Calling from outside
A guest booking or planning a stay
- Answered in the caller's own language
- Upgrades and add-ons your revenue team approved, offered on the call
- What the guest accepts written to the reservation
- Passed to your team with the guest and the request attached when a person is needed
Requests are completed in the systems you connect, starting with your property management system.
What changes at the desk
Fewer interruptions, happier guests
Fewer phone calls reaching the desk
Routine questions, like checkout time or breakfast hours, never reach a person. Your desk team stays with the guests in front of them.
Higher guest satisfaction without extra staff
Every call is answered day and night, in the guest's language, including the overnight hours when one person covers the lobby. Hotels running AIVA report a 15% increase in guest satisfaction scores, with no second shift.
Upgrades offered on the call
AIVA offers the upgrades and add-ons your revenue team approved while the guest is on the line, then writes what the guest accepts to the reservation. See increase revenue per guest for more.
Return on labor savings
JW Marriott Miami returned 125% annual ROI on labor savings. In its first seven months, AIVA automated or diverted 27,645 calls and returned 718 hours of staff time to check-in, housekeeping coordination and personal service. Read the case study
Guest messages on every channel
Voice, text and web chat use the same guest profiles, the same rules and the same approved offers, so a guest gets the same answer and the same upgrade however they reach you. Every call, text and chat produces a transcript and a summary.
Start with the pieces that pay back first
Choose what AIVA covers at your hotel
Call volume, how deep your integrations go and where your desk loses the most hours decide which pieces you start with.
Front desk and in-room calls
Answers the main line and in-room calls, completes requests in the PMS and passes anything that needs judgment to the right department. It knows in-house callers before the greeting ends.
Best for: Properties losing the most time to repeat calls during arrivals and overnight.
SMS and web chat
Handles guest messages that arrive by text or chat, from check-in instructions to requests during the stay, with the same policies applied. Replies are checked against live room inventory, and the upgrades and add-ons your revenue team approved are offered by message too.
Best for: Hotels where guest messages sit in a shared inbox until someone notices them.
Agent Assist and Auto Call Summary
Agent Assist shows your reservations agents guest history, rate rules and offer wording during the call. Auto Call Summary writes the recap afterward.
Best for: Central reservations teams measured on conversion and handle time.
Connected workflows
AIVA Connect Studio connects AIVA to your PMS, ticketing, payment systems and CRM. Your team writes new workflows in plain English, and they go live without a software release.
Best for: Hotel groups that want the same guest service at every property.
Compare your options
Why not just use an answering service?
Both cover the phone after hours. An answering service does not know who is calling and forwards a message. AIVA knows the room and completes the action.
Swipe sideways to see every column
An answering service still fits a property with light call volume and no system to write into. Once calls need the reservation, the guest's bill or a work order, a forwarded message is not enough.
Which hotels it suits
Does this sound like your hotel?
The desk runs on several tools
Your booking engine takes direct bookings, the channel manager syncs room inventory and the guest portal handles online check-in. None of them answer the phone.
Arrivals overwhelm the desk
Front desk teams stop mid-check-in to answer calls about valet requests and vegan options. Lines build, guest satisfaction drops and the calls keep coming.
One person covers the night
A single agent covers the lobby, the phone and any incident. Calls go to voicemail at the hours guests are least patient.
Group bookings and repeat guests get missed
Group bookings, room service questions and repeat guests with saved preferences all land on the same busy line. Sales conversations end at "let me check."
Hotel groups that want one standard
Ownership groups and management companies want the same greeting quality and the same reporting at every hotel, with local hours and policies kept per property.
When this might not be the right fit
Small properties with light call volume, no property management system to write into and no plan to connect one will not see the payback. A shared line and voicemail is a reasonable answer at that scale.
Getting started
Your team hears AIVA before any guest does
- 1
Discovery call
We review the calls your desk takes most and map which ones AIVA can complete.
- 2
Integration review
We confirm your PMS, ticketing and CRM connections and what each one lets AIVA complete.
- 3
Configuration
We set AIVA up with your hours, policies, escalation rules and upgrade offers, per property.
- 4
Test calls
Your team calls AIVA before go-live and checks how it handles requests and handoffs.
- 5
Phased go-live
Start with overnight coverage or your most common questions, then widen. If your phone system is moving too, the switch is scheduled overnight.
- 6
AIVA keeps improving
Call reports show where guests got stuck or asked something AIVA could not answer. Fill those gaps yourself, or work with our team to refine the call flows.
Why hotels choose BluIP
2,200+ hotels already run on BluIP
BluIP was founded in 2011 and has carried hotel calls since 2012. Those 2,200+ hotels add up to 450K+ rooms.
Your wiring stays in place, and older analog handsets keep working. Backup providers for speech recognition, language and voice keep a call going if one has a problem. If AIVA ever fails, the call goes straight to the hotel phone system and the guest never knows.
Property management
Oracle OPERA Cloud, OPERA 5, Hilton OnQ, Infor HMS and Agilysys
Service and ticketing
HotSOS, ALICE, Synergy, GXP, Hygeo and KYC
Central reservations
Oracle, Amadeus, SHR Windsurfer and Sabre
Guest records (CRM)
Salesforce
Spa and amenities
Book4Time and RealTime Reservation
Dining reservations
OpenTable and SevenRooms (in progress)
These are a few of the 2,900+ integrations AIVA can work in. Don't see your system? Write to us at sales@bluip.com.
About BluIP
BluIP is a licensed telecom provider that builds its own software: Cloud PBX, contact center and AIVA, our AI receptionist for voice, text and chat. Founded in 2011, BluIP serves hotels, health systems, restaurants and large enterprises across North America, including 2,200+ hotels, with 99.999% uptime.
Frequently asked questions
Questions about AIVA for hotels
Contact us for pricing. We share pricing after a short discovery call about your property.
Two hotels of the same size rarely buy the same thing, so we start with your property: how guests call, which systems AIVA would write into and whether the phone system moves at the same time. If it does, hardware is handsets only where needed; wiring is reused.
Front desk software manages the stay on screen. The AI receptionist covers the phone and writes back into that software.
Your property management system assigns rooms, holds guest bills and stores reservations. It does not answer the phone. AIVA takes the call, finds the answer in the PMS, completes the request and logs it.
Days if you take new numbers. A few weeks if you keep your numbers (porting). AI workflows then go live in phases.
Your team decides the order. Many properties start with overnight coverage or the few questions they hear most, then add reservation changes and guest messages. Changes go live without a software release.
Yes. AIVA is pre-certified with Oracle OPERA Cloud and OPERA 5 and connects to major hotel systems.
Beyond OPERA, connections include Hilton OnQ, Infor HMS, Agilysys, HotSOS, ALICE, Synergy, GXP and Salesforce. Central reservation systems from Oracle, Amadeus, SHR Windsurfer and Sabre are covered too, among 2,900+ integrations. The deeper the connection, the more guest requests AIVA can finish on its own. Your payment systems stay where they are.
Yes. It can offer room upgrades and add-ons your revenue team approved, then record what the guest accepts.
AIVA makes the offer while the guest is on the line and ready to decide, from booking through departure. Agent Assist does the same for live reservations agents, showing rate rules and upgrade offers during the call.
It hands the call to your team with the guest, the room and the conversation already attached.
Complaints, exceptions and anything that needs judgment go to a person. The department that picks up sees the context, so nobody asks the guest to repeat themselves.
Yes. Hours, policies and workflows are set per property, and reporting rolls up across the portfolio.
Each hotel keeps its own greeting, room service hours and policies, with the same quality everywhere. Portfolio reporting shows volume, response time and resolution by hotel, so management companies can compare sites. See multi-property communications for more.
No. Guests speak normally, interrupt mid-sentence and the conversation keeps up without dead air.
AIVA replies without the pause many voice systems leave, and a guest can cut in the way they would with a person. It is never presented as a human. It speaks 51 languages, so guests get answers in their own language without a transfer.
It fits large independents, resorts and casino resorts with real call volume and a connected PMS.
Large independent hotels get the same tools brand properties have, without a required stack. Vacation rentals and small properties with light volume and no system to write into are not the target. Brand or independent, the value depends on call volume and connected systems. See hotels and resorts for the wider platform.
Every call produces a transcript and a summary, with dashboards on volume, response time, request type and resolution.
Reporting covers every call, and personal details are removed from transcripts. Managers see which questions drive volume by shift, how long each answer took and which requests reached a person. Properties use that data to decide what AIVA handles next.
See it on your own calls
See AIVA handle the calls your desk answers every day
We will run your most common guest calls through AIVA and show you what your team receives when a call needs a person.
