Concierge AI now drafts in your property’s voice

Hospitality is a voice business. Guests choose a boutique property over a chain precisely because the emails don't sound like a chain's. Which is why generic AI writing has been such an awkward fit for hotels — technically fluent, tonally wrong, with that faint scent of “as an assistant, I'd be delighted.”

The newest Concierge AI update tackles the voice problem directly, from two sides.

Tone you set once

Every property now has a voice setting — warm, direct, or formal — with a short style note where you can add the specifics (“British spelling, never use exclamation marks, sign off as 'The team at…'”). Every draft, from a proposal follow-up to a campaign email, respects it. Set it once and stop re-editing the same personality into every message.

Drafted from the deal, not the void

Tone is half the problem; the other half is substance. Concierge AI drafts from the deal's actual record — the dates discussed, the rooms quoted, the site visit note from Tuesday — so the email references real things instead of pleasant filler. It's the difference between “checking in on your inquiry” and “the two garden rooms we held for your June dates are confirmed until Friday.”

One note on the obvious question: your emails and guest data train nothing outside your workspace — your property's style benefits no one's drafts but your own. Tone controls are live now on every plan with Concierge AI. Open any deal, hit draft, and listen for it: the reply that sounds like your best front-desk writer on their best morning — sent inside the window where it counts.