This is the most important guide in this entire documentation. Your receptionist is only as good as the knowledge you provide. The difference between an average AI receptionist and an outstanding one almost always comes down to how well the documents were prepared.
Why This Matters So Much
Your AI receptionist doesn’t browse the internet or guess answers. It relies entirely on the knowledge you provide. When a guest asks “What time does the spa close?”, your receptionist searches through your uploaded documents, finds the relevant information, and responds. Here’s the key insight: your receptionist doesn’t read documents like a human does. It doesn’t start at page 1 and read to the end. Instead, it breaks your documents into smaller pieces and searches for the piece most relevant to the guest’s question. This means:- Each piece of information must make sense on its own
- The AI can’t “remember” what was said in a different section
- If information is vague, missing, or poorly written, the AI will struggle — or worse, guess
The 5 Golden Rules
Before anything else, memorize these five principles. Every other recommendation in this guide flows from them.One Topic Per Section
Each section of your document should cover one thing. When topics are mixed together, your receptionist may pull in irrelevant information or miss the right answer entirely.Example: Don’t combine parking information with restaurant hours in the same section. A guest asking about parking doesn’t need to see dinner reservations.
Self-Contained Information
Every section must make complete sense on its own, without needing to read anything before or after it. Never write “as mentioned above” or “see the pricing document” — your receptionist won’t have that context.
Consistent Terminology
Use the exact same name for the same thing everywhere. If your restaurant is called “Terrace Bistro,” always call it “Terrace Bistro” — not “the restaurant,” “our dining venue,” or “the bistro.”
Complete Answers
Never write answers that are just “Yes” or “No.” Always include the full picture.
- Incomplete: “Yes” (to “Is breakfast included?”)
- Complete: “Breakfast is included with Bed & Breakfast and Half Board rates. Room Only rates do not include breakfast. Breakfast costs €25 per person when purchased separately.”
Writing Style That Works
The way you write matters as much as what you write. Your receptionist processes language literally — clear, direct writing produces clear, direct answers.Use Clear, Direct Language
Avoid This
“Complimentary morning repast is served in the designated dining outlet during standard service hours.”Sounds impressive but conveys almost no useful information.
Write This Instead
“Free breakfast is served from 7:00 AM to 10:30 AM in the Terrace Restaurant on the ground floor.”Every word carries useful information.
| Instead of… | Write… |
|---|---|
| ”The pool is open during daytime hours" | "The pool is open from 7:00 AM to 10:00 PM" |
| "Breakfast includes hot and cold items" | "Breakfast includes eggs, pancakes, toast, cereals, fresh fruits, and yogurt" |
| "The hotel is near the airport" | "The hotel is 15 minutes (8 km) from the airport by car" |
| "Contact reception for details" | "Call extension 100 or email reservations@grandhotel.com" |
| "Various room options are available" | "The hotel has 4 room types: Superior, Deluxe, Junior Suite, and Presidential Suite” |
Start With the Answer
When a guest asks a question, your receptionist should find the answer immediately — not buried in the third paragraph.Buried Answer
“Our hotel has always been proud of its dining heritage, which stretches back to 1952 when the founder first envisioned a restaurant overlooking the bay. Today, that tradition continues with our award-winning chef team… Breakfast is served from 7:00 AM to 10:30 AM.”The guest has to wait through 50 words of history to find the breakfast time.
Answer First
“Breakfast is served from 7:00 AM to 10:30 AM in the Terrace Restaurant on the ground floor. The buffet includes a hot station with eggs and pancakes, a cold station with cereals and fruit, and a Turkish breakfast corner.”Answer first, details second.
Be Specific, Never Vague
Vague information is almost worse than no information. When your receptionist says “The spa is open during the day,” guests will ask a follow-up question. When it says “The spa is open from 9:00 AM to 8:00 PM,” the conversation is complete.| Vague (Avoid) | Specific (Use) |
|---|---|
| “Open daily" | "Open daily, 09:00 - 18:00" |
| "Contact us for pricing" | "Starting from €80 per treatment" |
| "Located nearby" | "5-minute walk from the lobby, ground floor east wing" |
| "Various payment methods accepted" | "Visa, Mastercard, American Express, and cash (EUR, USD, TRY)" |
| "Coming soon” | Remove entirely until available, or provide a specific date |
Write in Third Person
Write “The hotel offers free WiFi” instead of “We offer free WiFi.” Your receptionist will naturally rephrase this as “We offer free WiFi” when speaking to guests. But if you write “we” in the document, the AI might get confused about who “we” refers to when combining information from different sections.| Avoid | Preferred |
|---|---|
| ”We offer free WiFi" | "The hotel offers free WiFi in all areas" |
| "Our rooms have…" | "All rooms include…" |
| "Contact us at…" | "Contact the hotel at…” |
Define Every Abbreviation
Your receptionist doesn’t automatically know industry terms. If you write “BB rate,” it might not understand that means “Bed & Breakfast.” Define every abbreviation the first time it appears in each document.| Abbreviation | Always Write |
|---|---|
| BB | Bed & Breakfast (BB) |
| HB | Half Board (HB) — breakfast and dinner included |
| FB | Full Board (FB) — all meals included |
| AI | All-Inclusive (AI) — all meals and selected drinks included |
| PAX | Per guest |
| SGL/DBL/TPL | Single room / Double room / Triple room |
Structuring Your Content
How you organize information within a document directly affects how well your receptionist can find and use it.Use Clear Headings
Every piece of information needs a descriptive heading. Your receptionist uses headings to understand what each section is about and to find the right information for each question.Too Generic
Clear and Specific
Use Lists for Multiple Items
When you have several items to mention, always use a list. Lists are much easier for your receptionist to work with than long paragraphs.Use Numbered Lists for Important Sequences
When the order matters — or when every item is equally important and none should be skipped — use numbered lists with a total count.Why numbered lists? Your receptionist tends to summarize long bullet-point lists, sometimes skipping items it considers “less important.” When you number the items and state the total, it tries to include all of them.
Keep Paragraphs Short
Long paragraphs are hard for your receptionist to work with. When it retrieves a long paragraph, it may include irrelevant details in its response. Rule of thumb: No paragraph should be longer than 4-5 sentences. If it is, break it into smaller paragraphs with their own headings.Self-Contained Sections: The Most Important Concept
This is the single most important concept in this entire guide. If you only remember one thing, remember this.What “Self-Contained” Means
Your receptionist doesn’t read your documents from top to bottom. It searches for the most relevant section based on the guest’s question. That section must contain everything needed to give a complete answer.- Bad Example
- Good Example
The “One Page” Test
Before saving any section, ask yourself:“If someone read ONLY this section and nothing else, would they have everything they need to answer a guest’s question about this topic?”If the answer is no, add the missing information to that section — even if it means repeating something you wrote elsewhere.
Phrases to Never Use
These phrases are red flags that your section isn’t self-contained:| Never Write | Why | What to Do Instead |
|---|---|---|
| ”As mentioned above…” | Your receptionist won’t have “above” | Repeat the information here |
| ”See the pricing document” | The pricing document won’t be retrieved | Include the prices in this section |
| ”Refer to our website” | Your receptionist can’t browse websites | Write the information directly |
| ”Check the attached brochure” | Attachments aren’t accessible | Include the key details in text |
| ”Same as last year” | Context from “last year” isn’t available | State the current information explicitly |
What to Include vs. What to Leave Out
Include: Everything a Guest Might Ask
Think about every question a guest could ask before, during, and after their stay:Must Have (Upload First)
Must Have (Upload First)
- Property overview — Location, star rating, description, what makes it unique
- Room types — Names, sizes, capacity, amenities, views, differences between types
- Check-in and check-out — Times, early/late options, fees, procedures
- Dining — Restaurant names, cuisine types, hours, dress code, reservations
- Contact information — Phone, email, address for each department
- Policies — Cancellation, pets, smoking, children, payment methods
- WiFi — How to connect, password or registration process
Should Have (Add Within First Week)
Should Have (Add Within First Week)
- Spa and wellness — Services, hours, booking, pricing
- Transportation — Airport transfers, taxi, public transit, parking, car rental
- Pool and beach — Hours, rules, towels, sunbeds
- Fitness center — Hours, equipment, rules
- Activities — What’s offered, schedule, booking
- Frequently asked questions — Top 20 questions with complete answers
Nice to Have (Add Over Time)
Nice to Have (Add Over Time)
- Local attractions — What to visit, distances, how to get there
- Meeting and event spaces — Capacity, equipment, pricing, booking
- Special packages — Honeymoon, anniversary, corporate, seasonal
- Children’s facilities — Kids club, babysitting, child-friendly amenities
- Accessibility — Wheelchair access, adapted rooms, special services
- Seasonal information — Pool opening dates, seasonal restaurants, holiday schedules
- Emergency information — Hospital, pharmacy, emergency numbers
Leave Out: What Doesn’t Help Guests
Do not include:- Staff schedules or internal procedures
- Supplier information or vendor contacts
- Financial data, occupancy rates, or revenue figures
- Technical maintenance details
- Internal codes or abbreviations guests never see
- Negative information about competitors
- Legal jargon (simplify policies into plain language instead)
- Marketing fluff with no factual content
A Special Note About Pricing
Pricing is tricky because it changes. Here are your options:| Approach | When to Use |
|---|---|
| Include exact prices | For stable prices that rarely change (spa treatments, parking) |
| Include “starting from” prices | For variable pricing (room rates that change by season) |
| Exclude prices, direct to reservations | For complex pricing (packages with many variables) |
Format-Specific Tips
Different upload methods require different preparation.- Writing Notes Directly
- Uploading Files (PDF, Word)
- Importing from Website
- Syncing from Note-Taking Apps
This is the recommended method. Writing content directly in RecepAI gives you the most control over structure and formatting.Best practices:
- Use the Plain Text option for general information
- Use the Q&A option for frequently asked questions
- Follow the structure guidelines in this guide
- One topic per note
- Use clear headings and lists
Images, Maps, and Visual Content
Your receptionist cannot see images. Photos, maps, floor plans, charts, infographics — none of these are readable. If important information is only in an image, your receptionist doesn’t know it exists.What to Do About Visual Information
For every image or visual in your current materials, ask: “Is there important information here that a guest might ask about?” If yes, write it out as text.| Visual Content | Write This Instead |
|---|---|
| Hotel floor plan | ”The spa is on the basement level. Take the elevator in the main lobby to level B1. Turn left after exiting.” |
| Map to hotel | ”From the airport: Take the D-400 highway east for 8 km. Exit at ‘City Center.’ The hotel is 500 meters on the right.” |
| Photo of room | ”Superior rooms feature a king-size bed, seating area with armchair, work desk, and a balcony with garden view.” |
| Restaurant menu image | ”The restaurant serves Mediterranean cuisine. Popular dishes include grilled sea bass, lamb chops, and seasonal salads.” |
| Infographic of facilities | List each facility with location, hours, and key details in text format. |
Different Hotels, Different Needs
Every hotel is unique. Here’s guidance for specific hotel types:City / Business Hotels
City / Business Hotels
Guests typically ask about:
- Airport/train station transfers and directions
- Meeting rooms and business facilities
- Nearby restaurants (for dinner outside the hotel)
- Early check-in / late check-out (for business travelers with tight schedules)
- WiFi speed and reliability
- Ironing, laundry, and dry cleaning services
- Parking availability and cost
Beach / Resort Hotels
Beach / Resort Hotels
Guests typically ask about:
- Pool and beach information (towels, sunbeds, hours)
- All-inclusive details (what’s included, what costs extra)
- Activities and entertainment schedule
- Kids club and children’s programs
- Spa and wellness services
- Restaurant variety and reservation requirements
- Water sports and excursions
For all-inclusive resorts: Clearly distinguish what’s included vs. what costs extra. This is the most common source of guest confusion and complaints.
Boutique / Lifestyle Hotels
Boutique / Lifestyle Hotels
Guests typically ask about:
- The hotel’s unique concept or story
- Local experiences and recommendations
- Personalized services
- Room differences (often highly unique)
- Dining philosophy and local ingredients
- Art, design, or cultural elements
Hotels with Mixed Concepts
Hotels with Mixed Concepts
If your hotel has both family-friendly and adults-only sections, or different brands under one roof:This requires extra care. You must be extremely explicit about who can access what.
- State the distinction in every relevant document, not just once
- For each facility, explicitly state: “Open to all guests including families” or “Reserved for adults (18+)”
- Add the distinction to your receptionist’s personality instructions as well
- Don’t assume your receptionist will figure out the nuance — spell it out every time
Restaurant and Menu Information
Restaurant details deserve special attention because they’re among the most frequently asked questions.What to Include
What NOT to Include: Detailed Menus
Instead, write a summary:Common Mistakes
These mistakes come from real experience setting up AI receptionists for hotels. Avoid them to save time and deliver a better guest experience.Writing 'Contact reception for details'
Writing 'Contact reception for details'
Why it’s a problem: Your receptionist IS the reception. When it tells a guest “Contact reception for details,” it’s essentially saying “I can’t help you, ask someone else.”Fix: Always provide the specific contact method:
- “Call +90 212 XXX XXXX for reservations”
- “Email spa@grandhotel.com to book a treatment”
- “Visit the concierge desk in the lobby”
- “Call extension 505 for room service”
One massive document for everything
One massive document for everything
Why it’s a problem: When all hotel information is in one giant file, your receptionist may retrieve a section about the gym when the guest asked about dining — simply because they’re on the same page.Fix: Split into 15-20 focused documents, one per major topic. See the Organizing Content guide.
Using marketing language instead of facts
Using marketing language instead of facts
Why it’s a problem: “Experience unparalleled luxury in our world-class suites” sounds great in a brochure, but it gives your receptionist zero useful information to work with.Fix: Replace marketing language with facts:
- “Unparalleled luxury” → “65 m² suites with separate living area, king-size bed, and panoramic sea view”
- “World-class dining” → “4 restaurants: Mediterranean, Asian, Steakhouse, and All-Day Dining”
- “Steps from the beach” → “Direct beach access, 50-meter walk from the lobby”
Documents that are too short
Documents that are too short
Why it’s a problem: A document that says only “Lobby Bar — Open 24 hours — Alcoholic beverages available” lacks the context your receptionist needs. It doesn’t know the bar’s location, atmosphere, or what makes it worth visiting.Fix: Minimum 5-6 meaningful sentences per document:
Duplicate information across documents
Duplicate information across documents
Why it’s a problem: If your cancellation policy appears in three different documents with slightly different wording (one says “24 hours,” another says “48 hours”), your receptionist may give the wrong answer depending on which version it finds.Fix: Keep each fact in one place only. If multiple topics need to reference the same policy, include the full, identical text — or write a brief summary with the essential details.
Outdated information left in documents
Outdated information left in documents
Why it’s a problem: Your receptionist will confidently give incorrect information. A guest who shows up for a “pool party every Friday” that ended last season will not be happy.Fix:
- Remove seasonal content when the season ends
- Use evergreen language: “The pool is typically open May through October. Check with the pool attendant for the current schedule.”
- Add date stamps to documents: “Room Rates — Valid January through March 2026”
- Review all documents monthly
Using generic terms instead of actual names
Using generic terms instead of actual names
Why it’s a problem: Guests may ask “What’s the restaurant called?” or search for your restaurant by name after their stay. If your documents only say “the restaurant,” your receptionist can’t help.Fix: Always use the actual name:
- “the restaurant” → “Terrace Bistro Restaurant”
- “the bar” → “Sunset Lounge Bar”
- “the spa” → “Serenity Spa & Wellness Center”
- “the pool” → “Infinity Rooftop Pool”
Relying on images or visual PDF layouts
Relying on images or visual PDF layouts
Why it’s a problem: Your receptionist cannot see images. A beautifully designed PDF brochure may produce garbled or incomplete text when processed.Fix: Extract the important information from visual materials and write it as clean text. Think of it as “translating” your visual content into words.
Quality Checklist
Before uploading any document, verify it passes this checklist:Content Quality
Is the information accurate and current?
Cross-check every number, time, price, and phone number against your hotel’s official fact sheet.
Is every fact verified?
No placeholder text (“TBD”), no guesses, no “approximately” where an exact number exists.
Structure
Does it have a clear, descriptive heading?
Not just “Info” or “Details” — but “Spa & Wellness Center: Services, Hours, and Booking”
Is each section self-contained?
Apply the “One Page” test: Can someone read this section alone and get a complete answer?
Language
Guest Focus
Does it include actionable information?
How to book, where to go, who to contact — with specific details.
No Red Flags
- No “as mentioned above” or “see other document”
- No “contact reception” without a specific phone number or email
- No images without text descriptions of the same information
- No assumptions about what the guest already knows
After You Upload: Testing
Uploading is only half the job. Always test after adding new content.Ask real guest questions
Don’t test with keywords — ask naturally, the way a guest would:
- “What time is breakfast?”
- “Do you have a pool?”
- “How do I get to the hotel from the airport?”
- “Is parking available?”
- “Can I bring my dog?”
Verify the answers
Check that every answer is:
- Accurate — matches the information you uploaded
- Complete — doesn’t leave out important details
- Relevant — doesn’t include unrelated information
Test edge cases
- Ask about something you deliberately didn’t upload — does your receptionist say “I don’t have that information” gracefully?
- Ask in a different language — does it respond correctly?
- Ask a vague question — does it ask for clarification or guess?
Quick Reference
Keep these principles handy: Always Do:- One topic per section
- Self-contained information (no cross-references)
- Specific details (times, prices, phone numbers)
- Answer first, then elaborate
- Numbered lists for important items (state the count)
- Actual names for facilities (“Terrace Bistro,” not “the restaurant”)
- Test after every upload
- “As mentioned above…” or “See other document…”
- “Contact reception for details” without a phone number
- Marketing language without facts
- Leave outdated information in documents
- Upload image-heavy PDFs without extracting the text
- Assume your receptionist knows industry abbreviations
- Skip testing after changes