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The AI tone: how it talks to your guests and what you can adjust

By GuestChat Team · 2 October 2026

One of the first questions people have when they turn on the AI is how it will sound. Nobody wants a guest to get a brochure-style message full of exclamation marks and smiley faces, or a cold one that sounds like a government office. Here is how it is designed and which part is up to you.

The platform sets the style

The tone, length and format of the replies are the same for every account. There used to be fields for writing behavior rules, but what people put there clashed with the base rules (do not make up services, do not approve things only you decide) and the host thought they had set something up that was not actually being applied. That is why they were removed: better a careful, predictable style than a box that promises what it does not deliver.

What it always does

• It writes like a person. Short, natural sentences, the way you would say them out loud.
• No emojis. None at all. And it is not just an instruction: before the message goes out, a filter removes them just in case.
• Brief. Usually one or two short messages, with what was asked and the useful detail.
• It adapts to the guest. If they write briefly, it answers briefly. If they are warm, it gives that warmth back. If they write formally, it stays formal.
• It shows it has read the message. Instead of "noted", it repeats in its own words what it has been told: "okay, so you'll arrive around ten".
• It saves the guest work. If they say they will wait to hear back, it replies that it will let them know right there, so they do not have to keep checking their phone.

What it avoids

• Brochure-style enthusiasm: "Great!", "Perfect!" in front of everything.
• Office-speak: "please be advised that", "we will proceed to".
• Asking "how can I help you?" when the guest has already said what is going on.
• Introducing itself by name in every message. It only says it if the guest asks who it is.
• Leaving blanks in square brackets. If it does not have a detail, it says so in words and checks.

What you do customize

• The assistant's name. In AI Training, under What your assistant is called, you choose the name your guests will see and its gender. A short name that is easy to pronounce in several languages works well.
• What it says. The content comes from your profile, the property information and Your own rules. If you want a specific answer to sound a certain way, write it there in the words you would use.
• Your own messages. What you write from the dashboard goes out in your words (translated into the guest's language if needed), and you write the automated messages yourself.

How to check it

The best way is to read. During the first week, open a few conversations in Conversations every day and look at three things:

1. Whether it answers what was asked.
2. Whether the detail is correct.
3. Whether it sounds like your place.

If the detail is wrong, fix it in the profile. If the way it says something specific is off, create your own rule with the exact answer.

Why you cannot make it "friendlier"

It is a fair request, and the answer is that the friendliness that works with a guest is not about exclamation marks: it is answering fast, with the right detail and mentioning their situation. An "okay, don't worry, I'll open it for you now" says more than three emojis. If you notice a cold reply in a specific case, it is almost always because it was missing information: give it that, and the tone improves on its own.