Hotel knowledge for guest answers PILOT ROLLOUT
One approved hotel brain for the questions guests and owners ask.
ely's hotel knowledge base is the shared foundation behind Chat and Insights, both in the pilot rollout — not a separate product. The same approved hotel information powers guest answers in website chat, while authorised hotel owners ask operational questions through a separate, controlled view. Private owner information is never made public simply because ely has it.
In a working hotel
One hotel brain in everyday work
Illustrative examples of the same approved information helping different people without blurring the boundary between them.
Arrival help after a long drive
An Australian regional hotel could keep its approved parking and late-arrival instructions on its website, so guests can check them any time before a long drive, while the owner retains control of internal operating notes.
A clearer family-stay question
A Philippine hotel could use its confirmed room-arrangement information in website chat, then ask an authorised owner to resolve any exception before a guest is promised it.
From question to useful work
How does hotel information become a useful answer?
The hotel decides what is approved, who may see it and what must stay with a person.
- 01
Collect approved facts
Bring together the room, arrival, policy and service information the hotel confirms.
- 02
Set the boundary
Mark what guests can receive, what only authorised owners can view and what requires handoff.
- 03
Answer in context
Website chat uses the relevant approved guest information for the question. Voice is being built in alpha, on the same approved facts.
- 04
Review changes
A named hotel owner resolves conflicts and approves updates before an answer changes.
Fact · Owner · Reviewed
- Luggage before check-inFront office manager12 Aug
- Late arrival after 22:00Night manager3 Sep
- Connecting roomsReservationsawaiting review
Under the hood
The same hotel facts, with different permissions.
ely's shared knowledge layer connects approved hotel facts to the services a hotel uses. Permissions decide whether a question receives a public guest answer, an authorised owner answer or a human handoff.
Diagram description. Approved hotel facts — source, owner and review date, covering arrival and luggage, rooms and policies — reach the shared knowledge tile through Connected hotel services, whose permission setting is guest, owner or handoff. From there, guest-safe information flows out to three channels: Website chat (in the pilot rollout), Voice (in alpha, not yet part of the rollout), and Front desk / team. A separate, single line branches down to the Authorised owner view: private, not published. Private owner analytics, ad spend and internal notes stay there and are never exposed to a guest channel. When a channel cannot answer a question, a dashed line shows the exception path: Missing answer?, then Handoff to team, then Team fills the gap, and an arrow labelled "base updated" returns to the shared knowledge tile — one flow forward, one loop back.
Where the boundary sits
Private owner analytics, ad spend and internal operating notes do not become public website, chat or voice answers automatically. Missing facts, exceptions and conflicts go to a person.
A decision you can use
Who should receive this hotel information?
Use the recipient and approval state to decide where an answer can safely appear.
Hotel knowledge permissions guide
| Information | Approved recipient | Possible channel | When to stop |
|---|---|---|---|
| Arrival and luggage policy | Guest | Website chat (voice: alpha) | Policy is missing or uncertain |
| Room feature confirmed by hotel | Guest | Website and guest conversation | Feature or availability is unconfirmed |
| Operating question for owner | Authorised owner | Controlled owner view | Access or source is not authorised |
| Analytics, ad spend or internal notes | Authorised owner only | Controlled owner view | A guest-facing answer is requested |
The named hotel owner can move any row between guest and owner-only at any time; ely does not choose a recipient on its own.
On a narrow screen, swipe inside the table to see every column.
Coverage & setup
Where can hotels work with ely?
The Philippines, Southeast Asia and Australia. We agree the work, supported channels and approval process with each property.
The countries below are the regional scope. Country-specific service and phone availability are confirmed with each property during onboarding; they are not a promise that every capability is enabled in every market.
The full regional picture
- Philippines
- Australia
- Singapore
- Thailand
- Indonesia
- Malaysia
- Brunei
Questions hotels ask
What else should you know?
The practical details, the limits and the next step.
What is a hotel AI knowledge base?
It is the approved hotel information ely can use in the right context: website answers and guest chat, or controlled answers for authorised owners.
Is the information on our website also available to ely?
Approved hotel information can be maintained for both the website and ely's shared knowledge layer. The hotel still decides which facts are current and who may receive them.
Can guests ask questions by chat or phone?
Guests can get approved answers through website chat today, in the pilot rollout. Voice — the same approved information over the phone — is in alpha, not yet part of the rollout. A request outside the approved rules is handed to a person.
Can an owner ask ely questions about the hotel?
An authorised owner can ask controlled questions using the hotel information and permitted owner context. Owner access does not turn private information into a public guest answer.
Are analytics or ad spend shown to guests?
No. Private owner analytics, ad spend and operating notes stay in the authorised owner view and are not exposed through public pages or guest chat.
What happens when ely does not know or sources conflict?
It should identify the missing or conflicting information and follow the hotel's handoff rule. It should not choose a policy, promise an exception or publish a guess.
Where is ely available?
ely's review scope includes hotels in the Philippines, Australia and Southeast Asia: Brunei, Cambodia, Indonesia, Laos, Malaysia, Myanmar, Singapore, Thailand, Timor-Leste and Vietnam. This country list guides planning, not a blanket claim that every local route or channel is operational; property setup and local requirements are confirmed before launch.
The next cohort · hotels, resorts, stays & venues
Give every approved hotel answer a clear home and owner.
ely is rolling out in cohorts — the pilot rollout is 20 hotels plus selected other businesses. Join the next cohort, then we talk through your property’s scope, trial terms, website options and timing.
Start with your work email, add four details, and your place in the next cohort is saved.
No payment to join the waitlist · we confirm fit and timing with you.
Start with your work email
What happens next
We’ll be in touch to talk through your property’s scope, trial terms, website options and timing — by email, or the mobile you gave us, whichever reaches you faster. There’s nothing else to do.
While you wait, here’s the kind of question ely answers.
Guest
May room pa po ba for tonight?
ely
Our example Deluxe King rate is ₱4,850. Want the booking link? Reception confirms availability.
Illustrative rate · reception confirms availability