🏨 Hotel Chains

Manage groups of hotels under a single brand with a centralized bot.

What are Hotel Chains?

Hotel Chains let you group multiple properties under a single brand and manage them with a unified chatbot that routes guests to the most suitable hotel based on their needs.

Access it from: Hotel Chains in the side menu (/chains).

:::note Pro plan required The Chains module is visible but locked on the Freemium and Matrix plans. :::

Typical use case

A hotel chain with 3 properties (economy, standard, and premium) can have:

• A single chat widget on its corporate website
• A bot that asks the guest what kind of experience they're looking for
• A bot that routes the guest to the most suitable hotel based on their answer and budget

1. Create a chain

1. Go to Hotel Chains in the side menu
2. Click "New chain"
3. Fill in:

Field	Description	Example
Chain name	Name of the hotel group	"Grupo Palmeras"
Description	Description visible to the bot when routing	"Boutique hotels on the Colombian Caribbean"
Welcome message	The bot's first message when starting a chat from the chain widget	"Welcome to Grupo Palmeras! What kind of getaway are you looking for?"

4. Click "Create chain"

2. Assign hotels to the chain

1. Inside the chain, go to the "Hotels" tab
2. Click "Assign hotel"
3. Select the hotels in your account that are part of this chain
4. For each assigned hotel, define its classification:

Classification	Use
Economy	The bot recommends it when the guest is looking for a low price
Recommended	The bot presents it as the default first option
Default	Used when no other criterion applies

5. Save the configuration

3. Chain FAQs

Chain FAQs are questions the bot answers before routing the guest to a specific hotel.

Examples of chain FAQs:

• "In which cities do you have hotels?"
• "Do you have packages for large groups?"
• "What is your general pet policy?"

Add FAQs

1. Inside the chain, go to the "FAQs" tab
2. Click "New FAQ"
3. Enter the question and the answer
4. Save

4. Chain triggers

Triggers are automatic messages the bot sends in specific situations at the chain level.

Available trigger types

Type	When it fires	Example
Agency welcome	When the guest arrives from a travel agency link	"Hi! I see you're coming from TravelBooker. We have special rates for you."
No availability	When all hotels in the chain are full	"Unfortunately, we have no availability on those dates. Would you like us to notify you when a room opens up?"

Create a trigger

1. Inside the chain, go to the "Triggers" tab
2. Click "New trigger"
3. Select the type, configure the message, and save

5. Chain chat widget

Each chain has its own public chat widget, independent of the widgets of each individual hotel.

Get the chain widget link

1. Inside the chain, click "View widget"
2. Copy the public URL: hotelchatbook.io/chain/[chainId]/chat
3. Embed it on your corporate site or share it directly as a contact link

How routing works

Guest opens the chain widget
        ↓
Bot answers chain FAQs (if any)
        ↓
Bot detects the guest type and their preferences
        ↓
Bot routes to the most suitable hotel in the chain
        ↓
The specific hotel's bot takes over the conversation

6. Management and editing

• Edit chain: click the chain name → edit the fields → Save
• Delete chain: only available if it has no active assigned hotels. The hotels are not deleted — they are only unlinked from the chain
• View statistics: in the chain detail you'll see conversations generated at the chain level vs. per individual hotel