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AI staff for hotels and rentals

Your front desk,
awake at 3am

Otelio answers guest messages and calls, finishes the request end to end, and hands your team only what actually needs a person.

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4.8 / 5 across 240 operator reviews
Night shiftLive
  1. 02:41

    Late arrival, Room 214

    Resolved

    Sent door code, pushed check-in to 03:30

  2. 03:07

    Call: no hot water, Unit 6B

    Resolved

    Work order raised, plumber booked for 08:00

  3. 03:52

    WhatsApp in Portuguese, breakfast times

    Resolved

    Answered in Portuguese, table held for four

  4. 04:18

    Refund request over policy limit

    For a person

    Held for Dani, opens 07:00

31 guests handled since midnight

1 waiting on you

Running the night shift for 400+ properties in 60 countries

Guest support and operations

Answer the guest.
Then finish the work.

Kaur

Room 214 · arriving 11:15

WhatsApp

Hi — can we drop bags before check-in?

02:38

Of course. Storage is by the lift on floor 1, open from 08:00. I've noted your bags under Kaur.

02:38

Perfect, thank you!

02:39

Ferreira

Unit 6B

On a call

01:24

No hot water

  1. GuestThere's no hot water in the shower.
  2. OtelioI've raised a work order and booked a plumber for 08:00. I'll message you when they're on the way.

Plumber booked · 08:00

Overnight queue

1 needs a person

  • WO-1842

    Raise work order, Unit 6B

    Maintenance

  • PMS-330

    Move check-in to 03:30

    PMS

  • FD-241

    Sent door code, Room 214

    Front desk

  • HK-214

    Early clean, Room 214

    Housekeeping

  • FB-352

    Hold breakfast table for four

    Restaurant

  • RF-418

    Refund over policy limit

    Manager

Built for production

Everything it takes to trust an agent with guests

Inbox

Every language

Greets each guest in the language they wrote in, and keeps it up across the whole stay.

Integrations

Connects to your stack

Works with your PMS, channel manager, lock system and ticketing. Custom integrations built to order.

Audit

Shows its work

Read back every step: what it looked up, which tool it called, and why it handed the guest to a person.

Outbound

Runs on a schedule

Pre-arrival notes, mid-stay check-ins and review requests go out before anyone has to ask.

Analytics

Reporting that means something

Automation rate, first reply time, resolution rate and guest sentiment, per property and per channel.

Developers

API and MCP

Drive Otelio from your own stack. Built to be readable by your developers and their agents alike.

How teams train it

Write the house rules once

Otelio learns your property, your policies and your tone, then improves every time it gets something wrong.

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Noise complaintAfter 22:0014 properties
  1. 1Apologise and confirm the unit and the floor.
  2. 2Message the neighbouring unit once. Wait 15 minutes.
  3. 3Still going? Call the on-call manager for that building.
  4. 4Offer a move if another unit is clean and free tonight.
  5. 5Log the incident against both stays before closing.

Never offer a refund here — escalate instead

Saved to house rulesJust now

Customer results

What changed after the first month

Read customer stories

Kestrel Stays

68%

of guest messages now close without anyone on the team opening the thread.

Read the story

The Marlow

1,400

after-hours calls answered last quarter, on nights the front desk used to go to voicemail.

Read the story

Driftwood Collective

40 → 110

homes under management, with the same four people on guest support.

Read the story

See Otelio on your property

Bring us your worst night

We'll run your real overnight messages through Otelio and show you what it would have handled on its own.

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