What happens when a guest asks for a refund?
TravelPal's AI stops in that chat and does not send the reply it wrote. TravelPal alerts your team with a message and an email, then waits for a person.
TravelPal checks every message a guest sends. It looks for a guest who wants money back or makes a complaint. That means a refund request, a compensation request, or a formal resolution case on a booking site. TravelPal also looks for a threat to take a problem further, or to leave a bad review.
When TravelPal finds one of these, the AI sends nothing. TravelPal marks the whole chat for people only, so the AI writes no more messages there. A polite message from the guest, like 'ok thanks', does not start the AI again. The chat stays with your team until a person handles it. The AI never negotiates a refund, never offers compensation, and never argues about a complaint. These chats go to a person on purpose.
Your team is told twice
TravelPal sends two alerts right away: a message, and an email to the team inbox. Both show the guest's message and say the AI has stopped replying. The AI sends every message through your property management system (your booking system). That system can be Guesty or whichever system you run. So when a person joins, the whole chat is already in that system's inbox.
Ordinary problems are not complaints
A guest may say the wifi is slow, or that nobody brought towels. That is a request to fix something, not a complaint. The AI keeps helping with these problems on purpose. The AI stops for money and formal complaints, not because a guest is upset. A chat also goes to your team when the AI does not know an answer. Book a demo to watch this happen live.