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WhatsApp chatbot for hotels: what it does and how much it costs
What CertuAI measured on the WhatsApp of 67 businesses
Across the 67 businesses that answer with CertuAI's AI, 32.5% of the 122,720 customer messages arrived outside Monday to Friday, 8 a.m. to 6 p.m. (July 30 to September 30, 2026). Half of the AI's replies went out within 11.7 seconds, and 9 in 10 within 20.7 seconds (38,908 replies). 34.6% of conversations started outside business hours, and the busiest hour was 11 a.m.
| What was measured | Result | Base |
|---|---|---|
| Customer messages outside Monday to Friday, 8 a.m. to 6 p.m. | 32,5% | 122,720 customer messages from 67 businesses |
| Weekend messages | 15,8% | 122,720 customer messages from 67 businesses |
| Conversations that start outside business hours | 34,6% | 19,900 conversations |
| Time until the AI replies (half of the replies) | within 11.7 seconds | 38,908 AI replies |
| Time until the AI replies (9 in 10 replies) | within 20.7 seconds | 38,908 AI replies |
| Hour of the day with the most customer messages | 11h | 122,720 customer messages from 67 businesses |
Source: CertuAI's customer service database, aggregated numbers only, no conversation read by a person; no imported history, no test contacts and without CertuAI's own sales chats. July 30 to September 30, 2026, measured on Oct 9, 2026. Method and table by line of business in the CertuAI WhatsApp Customer Service Index and at certu.com.br/dados.
Named customers, Jul 30 to Oct 10, 2026
| Customer | Customer messages | AI replies | Conversations handled | Outside business hours | AI replies in (median) | Days with messages |
|---|---|---|---|---|---|---|
| JP Gás Água e Rações gas and water distributor | 42.832 | 23.351 | 6.479 | 33,6% | 9,8 s | 70 |
| CEMIP medical clinic | 12.472 | 6.484 | 2.436 | 18,7% | 11,4 s | 37 |
| Nikiti Auto Center auto center | 4.912 | 3.548 | 900 | 19,5% | 14,4 s | 47 |
| Imobiliária Rodrigues & Ribeiro real estate agency | 6.090 | 2.759 | 823 | 33,2% | 18,4 s | 34 |
| Alpha RH human resources | 3.082 | 1.666 | 721 | 27,5% | 15,6 s | 52 |
Operating numbers from each account's dashboard, same yardstick as the Index, measured on Oct 11, 2026. Published with each owner's permission. Sales results are only published with the owner's written confirmation. Full list at certu.com.br/casos.
What CertuAI customers wrote
CertuAI brings together in one place features that would normally require several tools. Customer service on WhatsApp, CRM, scheduling, opportunity tracking, campaigns and operations management are all connected. Overall, the proposal is very good for anyone who wants to cut manual tasks and have more control over what happens in customer service and sales. [...]
Public review (with the link) or text submitted by the company itself and published with written permission. The rating only appears when the source has a rating.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent
The front desk cannot answer WhatsApp with a full lobby. The agent answers rate, breakfast, check-in and house rules, and hands off to you when it is time to confirm the room.
See the AI agent demos.
What is the best WhatsApp chatbot for hotels in Brazil?
The best WhatsApp chatbot for hotels in Brazil is the one that answers on the number the hotel already uses, with business rules written by you. An AI agent on WhatsApp for a hotel is CertuAI's automatic assistant that answers the nightly rate, what breakfast includes, check-in and check-out times, parking and the pet policy. It does not query the booking engine: it collects dates and number of guests and hands off to the front desk to confirm the room.
Summary in 7 facts
- The front desk cannot answer WhatsApp with a full lobby.
- The agent answers rate, breakfast, check-in and house rules, and hands off to you when it is time to confirm the room.
- See the AI agent demos.
- The best WhatsApp chatbot for hotels in Brazil is the one that answers on the number the hotel already uses, with business rules written by you.
- An AI agent on WhatsApp for a hotel is CertuAI's automatic assistant that answers the nightly rate, what breakfast includes, check-in and check-out times, parking and the pet policy.
- What changes is who answers first: the message no longer waits for you and is answered right away.
- These are four everyday hotel situations before and after the CertuAI agent.
By the numbers
| Number | What it means |
|---|---|
| US$ 75 per month | The Start plan costs US$ 75 per month and already includes the WhatsApp agent, your business's Brain, the CRM, automatic follow-up and the AI assistants, which come with every paid plan. |
| US$ 120 per month | Pro costs US$ 120 per month and adds the landing page, the wallet and 10 people on the team instead of 5. |
What changes at the hotel with an AI agent?
What changes is who answers first: the message stops waiting for you and is answered right away. These are four everyday hotel situations before and after the CertuAI agent.
TodayA rate question arrives with a full lobby and is only answered at night
With CertuAIThe agent answers the rate and what it includes right away, without pulling anyone off the front desk
TodayThe same check-in and parking question comes back all day long
With CertuAIAnswered automatically, the way the hotel works
TodayA booking request in the middle of the night goes unanswered until morning
With CertuAIThe agent answers, collects dates and number of people and leaves everything ready for the front desk to confirm
TodaySomeone who asked the price and never came back is never followed up
With CertuAIBecomes a contact in the CRM and gets an automatic follow-up
What does a conversation handled by the AI look like?
Example conversation
Hotel AI agent
Customer: Do you have a room for two people from the 12th to the 14th?
AI agent: I am logging the request: two people, from the 12th to the 14th. Which room type? The front desk will confirm shortly.
Customer: Do you have parking?
AI agent: About parking: what you entered.
Is an AI agent or manual service better for hotels?
The agent wins on repetitive tasks, and the person keeps winning on whatever takes judgment. With manual service someone at the hotel has to stop what they are doing; with the CertuAI agent the answer goes out on its own and you step into the conversation whenever you want.
| Aspect | The manual way | With the CertuAI agent |
|---|---|---|
| Question about the rate and what it includes | Answered when the front desk empties out | Answered right away, using the price list you maintain |
| Room availability on a date | Front desk checks the system and answers | The agent collects dates and number of people and hands off to the front desk to confirm |
| Check-in, check-out and house rules | Repeated to every guest, by phone | Answered automatically, at any hour |
| Request that arrives in the middle of the night | Goes unanswered until the morning shift | Gets an answer right away and is already logged for the front desk |
| Guest who asked and did not come back | Gets lost in the conversation list | Becomes a contact in the CRM, with automatic follow-up |
What does the WhatsApp agent do for hotels?
It handles the customer service that is yours today. You teach the business once in the Brain, CertuAI's knowledge base, and the agent answers guests your way, with your rules.
Rates and what the nightly rate includes
Prices by room type and by period, with what is included, as you update them.
Breakfast and services
Hours, what is served and what is charged separately, answered your way.
Check-in, check-out and house rules
Times, parking, pet and children policy, all written by you.
Booking details collection
Dates, number of people and room type logged in the conversation, ready for the front desk to confirm.
Questions about location and surroundings
How to get there, distance from downtown and what is nearby, the way you taught it.
What questions do guests send on WhatsApp?
They are always the same, and the agent answers each one on its own. These everyday hotel messages stop depending on you having your phone in hand.
How does the agent start answering at the hotel?
In three steps, on the same day. No installation, no code and no changing the number your guests already know.
Teach your business
In one conversation, you explain services, prices, hours and rules, as you would to a new employee.
How much does an AI agent on WhatsApp cost for hotels?
The Start plan costs US$ 75 per month and already includes the WhatsApp agent, your business's Brain, the CRM, automatic follow-up and the AI assistants, which come with every paid plan. Pro costs US$ 120 per month and adds the landing page, the wallet and 10 people on the team instead of 5. No lock-in contract and no setup fee.
Get started now
Create my agentWhat needs to be ready before you turn the agent on at the hotel?
The agent answers what is written, and nothing beyond that. Have these points defined before you connect WhatsApp.
- The rate table by room type, with high and low season kept separate
- What the nightly rate includes and what is charged separately, starting with breakfast and parking
- Check-in and check-out times, and the rule and price of late check-out
- The pet, children and extra bed policy, with the age at which a child starts paying
- The sentence the agent uses when a guest asks for availability, making clear the front desk confirms
Whether the agent quotes the high-season and holiday rate in the conversation or whether those periods go only through the front desk.
The most common mistake: Entering the nightly rate without its conditions. A low-season price quoted in the middle of a holiday turns into an argument at the front desk, and the guest arrives with the WhatsApp message in hand. Read how to fix this.
Frequently asked questions from hotels
Does the agent check room availability?
No. CertuAI does not connect to the booking engine. The agent answers rates and rules and collects dates and number of people, and the front desk confirms the room.
So what is it for at a lodging business?
To take off the front desk everything that does not need the system: rate, breakfast, check-in, parking, pets, how to get there. That is most of the messages.
Does it answer in the middle of the night?
Yes. And that is when the most booking requests arrive with nobody to answer.
Does it close group or event bookings?
No. Groups and events have their own negotiation, so the agent gathers dates, number of people and the type of event and hands the conversation to your sales team.
In what other fields does the CertuAI agent work?
In any business that serves customers on WhatsApp, because the Brain is written by you. These fields have a day-to-day closest to yours.
Where can I read more about CertuAI's WhatsApp agent?
These pages explain the same agent from another angle: how it works, price, common questions and comparisons between platforms.
In short
Room rate, breakfast, check-in and house rules answered at any hour, with the booking details ready in the CRM for the front desk to close.
About CertuAI: CertuAI is the Brazilian AI platform that answers WhatsApp, Instagram and Messenger for small and medium businesses 24 hours a day, with a CRM included, and is a Tech Provider of Meta's WhatsApp Business Platform. Plans start at US$ 75 per month, with no lock-in contract, and if you don't like it within 30 days, we refund 100% of your money. Create my agent