What happens when the AI does not know an answer?
TravelPal's AI does not guess. When the answer is not on file, it asks your team before replying, tells the guest the question is with the team, and relays your answer back into the same conversation.
Grounded answers or no answer
For any question about the unit, the building, fees, policies, or procedures, the AI either answers from a fact on file, the house manual, listing data, or learned answers, or it asks your team first. It is forbidden to answer from general knowledge, and forbidden to claim something is unavailable just because nobody wrote it down.
What the guest experiences
The question is registered for your team before the guest is told anything, so when the guest reads that the team has been asked, it is already true. Your team is notified by a team chat message and by email. The AI never promises a response time on your behalf, and if the guest asks the same open question again it is not filed twice; the guest is reassured it is already with the team.
Your answer comes back as the concierge
You answer once from the dashboard, and the reply is relayed to the guest in the concierge's voice, leading with the answer itself. Tick teach when you answer and it is saved into the knowledge base, so that question never needs escalating again. Team-taught answers are never overwritten by automatic learning.
Questions and requests take different lanes
A question, like whether there is a water shutoff this week, goes to your team as a question. A request for something physical, a crib, extra towels, maintenance, is registered as a guest request ticket for your team to act on, and the AI never claims a request was passed along unless the ticket actually exists. Some messages skip all of this: complaints and refund requests stop the AI entirely until a person steps in.