Driftwood Hospitality Group AI WhatsApp Concierge

Driftwood Hospitality Group’s front desk teams were fielding a steady stream of repetitive WhatsApp and phone enquiries — check-in times, amenity questions, local recommendations — that pulled staff away from guests physically in front of them.

The Challenge

Guests increasingly expect to message a hotel on WhatsApp and get an instant, helpful reply, at any hour. Driftwood needed a way to handle common questions automatically, without guests feeling like they were talking to a wall of pre-set buttons, and without losing the option to reach a real person.

What We Built

We built an AI-powered WhatsApp concierge trained on Driftwood’s amenities, policies and local area information, connected to the WhatsApp Business API. The assistant handles common questions conversationally — check-in times, room amenities, local recommendations, booking modifications — and automatically hands off to front-desk staff whenever a guest’s request goes beyond what it can confidently resolve.

The Outcome

Front-desk teams now spend less time on repetitive questions and more time on guests who need in-person attention, while guests get instant answers on the channel they already use. The handoff logic means nothing falls through the cracks — the AI helps where it can and brings in a human the moment a request needs one.