Hotel AI glossary.

The average price paid per occupied room on a given day: room revenue divided by rooms sold. A core measure of how well a hotel prices its rooms.

Software that understands a request in natural language and takes the next step on its own, such as checking availability in the PMS and sending a booking link, instead of only answering from a script.

An askHermis agent mode in which the agent replies and acts alone, inside the rules the hotel has set.

The part of a hotel website where guests choose dates and rooms and pay, creating a direct booking without an OTA.

Software that keeps rates and availability in sync across every place a hotel sells rooms, such as OTAs and the hotel’s own website, so the same room is not sold twice.

A program that answers messages, often from a fixed set of answers. An AI agent goes further: it is connected to the hotel’s systems and can act on a request.

An askHermis agent mode in which the agent drafts every reply and a person approves it before it is sent. Often used for refunds, complaints and contracts.

Offering a guest something alongside their stay, such as a transfer, a spa treatment or dinner, rather than a better version of the room.

A reservation made with the hotel itself, by website, phone, email or messaging, instead of through an OTA. Direct bookings avoid OTA commission.

Access to the room before the standard check-in time, often sold as an extra when the room is ready early.

The running bill of a guest’s stay in the PMS: room nights, taxes and every extra charged to the room.

A network that connects hotel inventory to travel agents and corporate booking tools, used mostly for business and group travel.

Every stage of a guest’s relationship with a hotel: pre-booking, pre-arrival, arrival, stay, departure and post-stay.

What a hotel knows about a guest: preferences, past stays and answers given at booking or check-in. It makes service and offers personal.

The moment an AI agent passes a conversation to a person, with the full thread attached, because the request needs human judgement.

Keeping the room after the standard checkout time. One of the most common hotel upsells, possible only when the room is not needed straight away.

The share of available rooms that are sold on a given night.

One place where a hotel’s messages from every channel arrive and are answered: WhatsApp, email, OTAs, social, SMS, calls and website chat.

A booking site that sells hotel rooms to travellers in exchange for a commission on each booking.

The hotel’s core software for reservations, rooms, guests and billing. AI agents read from and write to it to act on real data.

The time between booking and arrival, when hotels collect check-in details, arrange transfers and offer extras.

The form a guest signs at check-in with their personal details, often required by local law. It can be signed digitally during web check-in.

Room revenue divided by all available rooms, sold or not. It combines price and occupancy in one number.

Whether a room is occupied, dirty, clean or inspected, kept in the PMS by housekeeping. It decides when a room can be handed to the next guest.

Checking in without queueing at the desk: from the guest’s own phone, a QR code or a tablet in the lobby.

Everything a guest spends during the stay, room and extras together. Upsells and cross-selling raise it without selling more rooms.

Offering a guest a better version of what they booked, such as a room upgrade or late checkout, for an extra charge.

An AI agent that answers phone calls in natural speech, handles the request and keeps a transcript of the call.

Completing check-in before arrival from a link on the guest’s phone: ID scan, registration card signature and arrival details.

Meta’s official way for businesses to send and receive WhatsApp messages through software, on their own number, with approved templates for messages that start a conversation.