Set Up Your Knowledge Base

The knowledge base is what makes your AI concierge smart. It contains everything a guest might ask about — from WiFi passwords to restaurant recommendations. The better your knowledge base, the better your AI responds.

What to include

Think about the questions your front desk gets every day:

Property basics — Address, phone number, check-in time (e.g., 3:00 PM), checkout time (e.g., 11:00 AM)
WiFi and connectivity — Network name, password, coverage areas
Amenities — Pool hours, gym access, spa services, restaurant hours and menus
Room information — Room types, bed configurations, views, in-room amenities
Policies — Cancellation policy, pet policy, smoking policy, late checkout options and fees
Parking — Availability, pricing, valet options, nearby alternatives
Local recommendations — Restaurants, attractions, shopping, nightlife, transportation
Services — Airport transfers, room service hours, laundry, babysitting
Seasonal info — Pool season dates, holiday hours, special events

Adding knowledge

Go to AI Agents > Q&A Knowledge in your dashboard
Click Add Topic to create a new category (e.g., "Parking", "Pool & Spa")
Add question-answer pairs or free-text information
Click Save

The AI starts using new knowledge immediately — no waiting or retraining needed.

Tips for better AI responses

Be specific — Instead of "We have parking", write "Self-parking is available for $25/night in the underground garage. Enter from Main Street. Valet parking is $40/night."
Use natural language — Write answers the way your best front desk agent would say them
Include variations — Guests ask the same thing in different ways. "What time is checkout?" and "When do I need to leave?" should have the same answer
Add prices and hours — Specific details like "$15 for breakfast, served 7:00-10:30 AM" are much more helpful than "breakfast is available in the morning"
Update seasonally — Pool hours change, restaurant menus rotate, local events come and go. Set a reminder to review your knowledge base each season

Testing your knowledge

Use the Test Chat feature (under Webchat > Test Chat) to ask questions as a guest would. This lets you verify the AI gives accurate, helpful answers before a real guest asks.

Try asking:

"What's the WiFi password?"
"Is there parking?"
"What time is checkout?"
"Can you recommend a good restaurant nearby?"
"Is the pool heated?"

If an answer isn't right, update the knowledge base and test again.

Multilingual knowledge

vGuest automatically translates responses into the guest's preferred language. Write your knowledge base in whichever language is most natural for your team — the AI handles translation.

For best results with specific terms (hotel name, dish names, local landmarks), add them in the original language alongside the translation.

Set Up Your Knowledge Base