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These tips come from real hotel deployments. They’re the patterns that consistently produce the best results.

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The Power of NEVER Rules

The single most effective prompting technique is the NEVER rule. AI models are specifically trained to be attentive to explicit prohibitions — the word “NEVER” in capital letters creates a strong signal in the AI’s processing that this instruction is non-negotiable. This is why explicit prohibitions are followed far more consistently than soft suggestions.
Instruction TypeExampleHow Often Followed
Positive (weakest)“Be accurate with information”~70%
Negative (strong)“NEVER make up information”~95%
Negative + alternative (strongest)“NEVER make up information. If unsure, provide our contact number instead.”~99%

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Writing Effective NEVER Rules

Every NEVER rule should follow this pattern: 
NEVER [prohibited action] → Instead, [alternative action]

Incomplete Rule

“NEVER say ‘contact reception.’”Your receptionist knows what NOT to do, but not what to do instead. It may awkwardly avoid the topic entirely.

Complete Rule

“NEVER say ‘contact reception.’ Instead, always provide the specific phone number: +90 212 XXX XXXX or email: info@hotel.com.”Now your receptionist has a clear alternative.

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Essential NEVER Rules for Every Hotel

NEVER make up information or guess when unsure
→ Instead, say "I don't have that specific information"
  and provide contact details

NEVER say "contact reception" or "ask the front desk"
→ Instead, provide the specific phone number or email

NEVER quote specific room prices (unless explicitly allowed)
→ Instead, say "prices vary by season" and offer contact info

NEVER compare with competitor hotels
→ Instead, focus on your own features

NEVER use emojis in responses
→ Instead, use professional formatting (bold, bullet points)

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Clarification Rules: Ask, Don’t Guess

One of the most powerful techniques is teaching your receptionist when to ask for clarification instead of guessing. This prevents wrong answers, which are far worse than an extra question.

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The Principle

One clarifying question is always better than one wrong answer.

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When Your Receptionist Should Ask

ScenarioWithout Clarification RuleWith Clarification Rule
”Can I bring my child?”Guesses one area, may be wrong”Which area are you asking about? Most areas are family-friendly, though our spa is 16+."
"How much does it cost?”Picks a random service”Which service are you interested in? Spa treatments, water sports, or dining?"
"What are your hours?”Answers for one restaurant”Which area? I can check our restaurant, spa, or pool hours for you.”

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Template for Chat (“How they should chat”)

## Clarification Rules
One clarifying question is always better than one wrong answer.

- If a guest's question is ambiguous, DO NOT guess.
  Ask a clarifying question with 2-3 specific options.
- Maximum 2-3 options to keep it simple.
- Keep clarifying questions warm and helpful, not interrogative.
- If not confident in your answer, say: "I want to give you
  accurate information. Could you clarify..." and offer options.
- NEVER fabricate details to fill gaps in understanding.

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Template for Voice (“How they should talk”)

# Clarification Rules
One clarifying question is always better than one wrong answer.

- If a caller's question is ambiguous, DO NOT guess.
  Ask a brief clarifying question with 2-3 options.
- Keep clarifying questions warm and conversational — you are
  speaking, not writing.
- If not confident, say: "I want to give you the right
  information — could you tell me a bit more?"
- NEVER fabricate details to fill gaps in understanding.
Voice vs. Chat difference: In voice, clarification questions should be shorter and more conversational. In chat, you can offer slightly more structured options with formatting.

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Handling Mixed-Concept Hotels

Some hotels serve different audiences — families AND couples-only areas, all-inclusive AND a-la-carte restaurants, different age restrictions for different facilities. These hotels need extra care in their prompts.
1

State it explicitly in the prompt

Don’t leave anything implied. If your hotel has both family-friendly and adults-only areas, say it directly.
Guest Policy:
- Our resort welcomes guests of all ages
- Main pool and beach: family-friendly
- Spa: guests aged 16 and above
- Fine Dining Restaurant: 18+ after 7 PM
- All other areas: open to all guests
2

Mirror it in every relevant document

Don’t assume your receptionist will cross-reference. If the pool document says “open to all guests,” the beach document should say the same thing. Each document your receptionist finds must give the complete picture on its own.
3

Add explicit NEVER rules

For the most important distinctions:
NEVER describe the hotel as "adults-only" — we are a
family-friendly resort with some adults-only areas
NEVER assume the guest is asking about the 18+ section
unless they specifically mention it

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Numbered Lists in Training Materials

A field-tested technique that significantly improves accuracy: when your Training Materials contain important lists (like honeymoon package privileges, all-inclusive inclusions, or activity schedules), use numbered lists with a count. Your receptionist is less likely to skip items in a numbered list, and stating the total count helps it verify completeness. Instead of: 
Honeymoon privileges:
- Welcome fruit basket
- Room upgrade
- Late checkout
- Spa discount
Use: 
Honeymoon privileges (7 total):
1. Welcome fruit basket in room upon arrival
2. Room upgrade (subject to availability)
3. Late checkout until 14:00
4. 20% discount on all spa treatments
5. Complimentary bottle of wine
6. Romantic turndown service
7. Priority restaurant reservation
Adding “(7 total)” to the heading helps your receptionist verify it’s sharing all items, not stopping at 4 or 5.

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Temperature Settings (Creativity Level)

The “Creativity Level” slider on your Conversation Agent and Voice Agent pages controls how predictable your receptionist’s responses are.
What it actually does: When your receptionist forms a response, it chooses each word based on probability. At low creativity (0.2), it always picks the most likely, most accurate word. At high creativity (0.9), it sometimes picks less likely words — which makes responses sound more varied, but also increases the risk of generating information that isn’t in your Training Materials. For a hotel receptionist, this means higher creativity = higher risk of giving incorrect answers.
SettingRangeBehaviorBest For
Focused0.0 - 0.3Consistent, predictable, factualReservation info, policies, factual Q&A
Balanced0.4 - 0.7Natural variation, slightly creativeGeneral conversation
Creative0.8 - 1.0Unpredictable, variedNot recommended for guest services
For hotel receptionists, lower is better. Guests need accurate, consistent answers — not creative interpretations. We recommend starting at 0.3 and only increasing if responses feel too robotic.
Practical examples at different temperatures:
Question: “What time is breakfast?“
0.2 (Focused)“Breakfast is served from 07:00 to 10:30 in the Main Restaurant.”
0.5 (Balanced)“Good morning! Breakfast is available from 7 AM to 10:30 AM in our Main Restaurant on the ground floor. Enjoy!“
0.9 (Creative)“Rise and shine! Head down to our lovely Main Restaurant anytime between 7 and 10:30 in the morning for a delightful spread. The chef’s freshly baked pastries are not to be missed!”
For a hotel receptionist, the 0.2 response is the most professional and reliable. The 0.9 response, while friendly, adds fabricated details (“chef’s freshly baked pastries”) that might not be accurate.

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Prompt Length: Less Is More

Both chat and voice prompts have a sweet spot for length. Too short and your receptionist lacks guidance. Too long and it starts ignoring rules.
Why shorter prompts give better answers: Your receptionist has a limited “attention window” — think of it as a desk that can only hold so many papers at once. The prompt, the conversation history, and the search results from your Training Materials all compete for space on this desk. A 15,000-character prompt takes up so much space that your Training Materials results get squeezed out — meaning your receptionist has less actual hotel information to work with. Shorter prompt = more room for accurate answers from your documents.
Prompt TypeRecommended LengthWarning ZoneDanger Zone
Chat3,000-8,000 characters8,000-10,000 (orange)10,000+ (red)
Voice1,500-4,000 characters4,000-5,0005,000+
If your prompt is too long, the fix is almost always the same: You’re including hotel facts (hours, prices, room types) that belong in Training Materials instead.

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What Belongs in the Prompt vs. Training Materials

In the PromptIn Training Materials
”Be warm, professional, and concise""Breakfast hours: 07:00-10:30"
"NEVER quote specific room prices""Standard Room: €150/night, Suite: €350/night"
"Use bold for key details""Spa Treatment Menu: Swedish Massage 60min - €80"
"Respond in the guest’s language""Restaurant dress codes: Beach Bar: casual, Fine Dining: smart"
"Ask for clarification when unsure""Pool hours: Main Pool 08:00-20:00, Indoor 07:00-22:00”

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Response Format Instructions

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For Chat (“How they should chat”)

Detailed formatting instructions help your receptionist produce consistently readable responses. 
Response formatting:
- Use **bold** for important details (times, locations, names)
- Use numbered lists (1, 2, 3) for step-by-step instructions
- Use bullet points (•) for listing options or amenities
- Keep paragraphs short (2-3 sentences max)
- Add line breaks between different topics
- For comparisons, use a brief description — not a table

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For Voice (“How they should talk”)

Formatting doesn’t apply in voice, but delivery style does: 
Speaking style:
- Keep every response to 2-3 sentences maximum
- Pause briefly between thoughts for natural rhythm
- For lists, summarize and offer the most popular option
- When sharing contact info, speak slowly and clearly
- Use natural language, not written-text-style speech

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Testing Checklist

After writing your prompts, use this comprehensive test to verify everything works.

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The 14-Question Test

#QuestionWhat You’re Testing
1”What time is breakfast?”Basic knowledge base usage
2”Do you have a spa?”Information retrieval
3”How do I get from the airport?”Detailed instructions
4”What’s your cheapest room?”Price boundary (NEVER rule)
5”How are you better than [competitor]?”Comparison boundary
6”Can you book a table for me?”Action boundary
7”What’s the weather tomorrow?”Unknown topic handling
8”I want to speak to the manager”Escalation path
9”Can I bring my child?”Clarification (ambiguous)
10”Are there any discounts?”Clarification (broad)
11”How do I make a reservation?”Contact info (no “ask reception”)
12”Is [restaurant] suitable for children?”Age restriction awareness
13”Which restaurants are included?”Included vs. paid services
14”Do you have a honeymoon package?”Special program knowledge

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Testing Rules

  • Test in a single conversation thread — real guests ask multiple questions in one session
  • Use natural language — “hey what time can I get breakfast?” not “breakfast hours”
  • Test in all supported languages — at least 3 questions per language
  • Check response format — is bold used correctly? Are lists formatted?
  • Verify response length — responses should match your prompt’s length guidelines
Pro tip: After testing, check the History page to review the full conversation. Look for any responses that feel off, and adjust your prompt accordingly. The best prompts are iteratively refined, not written perfectly on the first try.