The AI Support
Agent Built for
Travel & Hospitality

Aura answers questions about availability, room or service types, pricing, inclusions, and booking procedures from your documentation. Live availability requires a configured and validated Data Request against an API you control, while reservation processing requires a validated Data Update. Without those, Aura collects the booking intent and routes it to your reservations team.

Yes — multilingual support is available from the Starter plan. Aura detects the guest's language and responds in kind. For Arabic-speaking guests, full RTL support is included on every plan. For hospitality businesses in MENA serving both local and international guests, a single Aura agent can handle Arabic, English, and other configured languages in the same channel simultaneously.

Aura can collect special requests, confirm what's possible based on your policy documentation, and either confirm the request directly or route it to your operations team for fulfillment. A guest asking "can I request a high floor room with a sea view?" gets an immediate response explaining how requests are handled and a confirmation that the request has been logged — then the details reach your team in a structured format.

Aura explains your cancellation policy and collects the booking details and reason. Completing a cancellation or refund requires a configured, validated, and authorized Data Update against an API you control; otherwise Aura sends the complete context to your reservations team.

Speed and tone are everything in this situation. Aura is configured to respond to in-stay complaints with immediate empathy, an acknowledgment of the issue, and a fast escalation to your duty manager or guest relations team. It doesn't try to resolve a room maintenance issue or a noise complaint on its own — it acknowledges and escalates within seconds. The guest feels heard immediately; the human resolves the issue.

nearby restaurants, transport options, attractions, operating hours, distances, and tips your concierge team typically shares. Aura answers these questions instantly at any hour, with the accuracy and specificity of your own content. It won't recommend somewhere based on general internet knowledge — only what you've documented and approved.

For guests who message before arrival — check-in time questions, parking information, what to bring, how to get there — Aura handles all of it from your property information document. This is one of the highest-volume, most repetitive categories of hospitality messaging, and Aura removes it from your team's plate entirely without sacrificing the quality of the guest experience.

Yes. You configure a separate agent for group and event enquiries with its own knowledge sources — group pricing, minimum numbers, available spaces, catering options, AV equipment — and a direct escalation path to your events or sales team. Group enquiries require a human conversation at some point; Aura's job is to qualify the lead thoroughly and make the handoff seamless.

Aura answers from your documented loyalty terms, tier benefits, earning rules, and expiry policies. Account-specific lookups require a configured and validated Data Request against an API you control; without one, Aura routes the question to your guest services team.

Aura responds immediately, regardless of the hour. For informational questions, it resolves them on the spot. For issues requiring a human — a maintenance emergency, a security concern, a medical situation — it escalates with urgency flagging and connects the guest to your on-call team. No guest sits unanswered at 3am because the front desk was busy or nobody saw the message. The first response is always immediate.