Industries · Hotels & Resorts
Less time behind the desk. More time with the guest.
Every routine call, every message across a dozen channels, every "extra towels / late checkout / where's the pool" — each one pulls your team away from the guest in front of them. Nutmeg's AI handles all of it — phone, inbox, in-stay — 24/7, working with your PMS. Your desk gets its hours back for hospitality. Live in 1–2 weeks.
One AI for every call, message, and in-stay request your desk can't get to
Routine calls, messages scattered across a dozen channels, in-stay requests piling up at the desk — Nutmeg's AI handles all of it 24/7, working with your PMS, so your team is with guests, not the phone. Here's what it takes off your plate:
Your situation
Sound familiar?
You can't hire your way out of this — the labor math doesn't work. But you can take the routine off your team. Here's how Nutmeg handles each piece.
How Nutmeg solves it, problem by problem
Problem 01
"More channels, more messages, more that slips through."
Today
Email, OTA messages, SMS, WhatsApp, Instagram, Messenger — all in different places. Your team app-switches all day, and replies lag.
Resolved
AI Unified Inbox pulls every channel into one screen, drafts the first reply with the booking details filled in, and escalates only what needs a person — with the full conversation history on one thread.
“Could we get a large bed, and a room on a high floor if possible?”
Problem 02
"We’re on the phone while the lobby waits."
Today
Routine calls — check-in time, parking, amenities, directions, availability — ring all day and pull staff away from the guests standing right in front of them.
Resolved
AI Voice answers the phone around the clock, checks availability, texts confirmations and links, and transfers only sensitive or complex calls to your team. It works alongside your PMS — no replatforming.
“What time is checkout? And is parking included?”
“Checkout is 11 AM, and self-parking is included with your stay — I’ll text you the details now.”
Problem 03
"Guests ask at 2 AM — nobody’s at the desk."
Today
Guests ask before they book, before they arrive, and in the middle of the night. Slow answers cost bookings and reviews, and staffing a 24/7 front desk to cover it isn't realistic.
Resolved
The AI Chatbot answers instantly on your website and messaging channels, 24/7, with your real information — pre-arrival questions, policies, availability — and hands off anything sensitive to your team. After-hours coverage without new hires.
Problem 04
"In-stay requests pile up on the front desk and the phone."
Today
Towels, late checkout, the Wi-Fi password, a dinner recommendation, "how do I book the luau?" — the same in-stay asks hit the desk and the phone all day, and guests wait in line for them.
Resolved
AI Guest Portal is a no-download web concierge in every guest's pocket. Guests self-serve requests, order to their room, and book experiences — and it works with your PMS, so every request is recorded and the right team notified automatically. No desk visit.
“Could we get two extra towels? And is a late checkout possible tomorrow?”
“Two towels are on the way, and I’ve set late checkout to 1 PM for you — no charge. Anything else?”
Problem 05
"On-site dining and experience revenue walks out the door."
Today
Your property has restaurants, spa slots, and experiences — but guests don't know about them or can't easily book, so the upsell revenue never happens.
Resolved
AI Guest Portal surfaces on-site dining, activities, and experiences to each guest and lets them book in a tap — charged straight to the room through your PMS, and personalized to what they’ve asked for during the stay.
Booked in a tap and charged to room 208 through your PMS — suggestions follow what this guest has asked for during the stay.
One night, one morning, end to end
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11:50 PM
A guest arriving tomorrow asks about early check-in and the airport shuttle. AI Voice answers in seconds and texts a confirmation — no night-auditor interruption, no voicemail.
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7:30 AM
The lobby is busy and three web-chat questions about parking and breakfast arrive at once; the AI Chatbot handles all three while your one available agent checks in a family face to face.
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11:30 AM
The questions keep coming — OTA messages, email, texts. The AI writes every reply with the booking details already filled in; your team reads it and hits send.
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2:15 PM
A guest in room 214 wants extra towels and a dinner reservation. They tap it into the Guest Portal; the request routes and the restaurant books itself — no call, no line.
One AI orchestrating four products behind your front desk
All four work alongside your existing PMS — nothing to replatform. Start with the front desk (AI Voice + AI Chatbot) and add the rest as it proves out. Live in 1–2 weeks. Customer result
Start here — the front desk
AI Voice
Your phone line answered 24/7, in more than 100 languages — the AI matches the caller’s language as they speak: routine calls handled, availability checked, confirmations texted, and sensitive calls transferred to your team.
AI Chatbot
Instant answers on your website and messaging channels, around the clock, for pre-arrival and on-site questions — in more than 100 languages, switching automatically to whatever language the guest types in.
Then add the platform
AI Unified Inbox
Every channel — email, OTA (Booking.com, Expedia, Agoda, Trip.com), SMS, WhatsApp, and social — in one screen, with AI-drafted first replies and smart escalation.
AI Guest Portal
A no-download concierge in every guest's pocket: requests, room ordering, experience and dining booking, personalized to each guest.
Live in three steps — your staff approve the AI before any guest meets it
1 · Connect
Days 1–3
We ingest your website, policies, rates, and PMS details. No answer-writing project on your side.
2 · Rehearse
Days 4–8
Your team reviews the AI's answers to your real top-50 guest questions — and corrects anything — before it goes live.
3 · Go live
Week 2
Phone and chat switch on, and you watch every conversation from one screen — with escalation rules you set.
Built for how you run your property
Resorts
High volume across many channels, long guest journeys, and a lot of on-site revenue to capture. The full set — inbox, voice, chat, and portal — keeps every touchpoint answered without growing the desk.
City hotels
Lean teams and a relentless stream of routine calls and messages. AI Voice + AI Chatbot take the calls and messages, so staff focus on service.
Full-service hotels
Banquet, wedding, and event inquiries land alongside the everyday ones. AI answers the routine questions on capacity, menus, and open dates 24/7, and hands real leads to your sales team.
A proven platform, expanding rapidly across North America
Nutmeg already runs at branded hotels and resorts internationally, including properties of global hotel groups.
Turn one-time visits into lasting connections
See what your team could do with the routine off their plate.
Get a demoQuestions hotel teams ask
Do we have to replace our PMS?
No. All four products work alongside your existing PMS — we are already integrated with Oracle OPERA Cloud and running at live properties on it, and we connect to other major systems the same way. Most hotels are live in 1–2 weeks with no replatforming.
What happens when a call or message needs a real person?
The AI escalates it. Sensitive, complex, or safety-related items route to your staff with full context; routine ones (hours, directions, availability, confirmations, standard requests) are handled end to end. You set the rules.
How is this different from a phone tree or IVR?
An IVR routes; Nutmeg answers. Instead of “press 2 for reservations,” the AI hears the actual question, answers it with your real availability and policies — in the caller's language — then texts the confirmation. Only what needs a person reaches a person.
Can we review or switch off the AI?
Yes. Every conversation is visible on one screen, replies can run draft-first so your staff review before anything is sent, and you can pause the AI on any channel whenever you choose.
Is our guest data safe?
Yes. Nutmeg is SOC 2 audited, and your guest data stays yours — never sold, never shared. The AI answers from your property's own information: your policies, your rates, your availability.
Can we start with just one piece?
Yes — most hotels start with the front desk (AI Voice + AI Chatbot) to take the calls and messages, then add the Unified Inbox and Guest Portal as it proves out.
How do we measure success?
Early-funnel and workload metrics first — calls and messages deflected, response time, staff hours returned — not a headcount cut. We'll agree the baseline before go-live — then you get a regular report on those numbers, and we review it with your team on a set cadence.
What does it cost?
Nutmeg is modular — you pick the products, and pricing scales with your property and volume, with no long-term lock-in. We'll give you exact numbers in the first call, on your own workload.
How fast can we go live?
Most operators are live in 1–2 weeks. Our team handles setup and training; the AI learns from your website and documents, so there's no answer-writing project on your side.