Field notes for people who run properties
Guides, reports and working practice from the team building Vestibel — written about behaviour that ships, not roadmap.
The answer your AI should refuse to give
A guest asks about the pet policy at midnight. The confident wrong answer is worse than no answer at all.
The restaurant charge that never reached the room
The single most common piece of lost revenue in a hotel with a restaurant, and the two-system seam that causes it.
The Tuesday that quietly costs you a thousand pounds
A single ordinary day at a twenty-room property, and the six places money leaks when the systems do not talk.
Twelve minutes to check in a family of four
Four passports, four sets of details typed by hand, and a queue forming behind them at four in the afternoon.
The answer your AI should refuse to give
A guest asks about the pet policy at midnight. The confident wrong answer is worse than no answer at all.
The website that was selling a room you closed
A booking form that reads its own copy of availability, and the double-booking that arrives on a Friday.
Statutory guest records without the paper file
Per-person identity recording, a registration card that is a snapshot, and a retention policy that actually runs.
Reading a passport at the front desk
Filling a booking from a scanned document, across scripts and multiple pages — and why a blank field is the safe answer.
Why the room QR is the only thing we trust
An unauthenticated in-room surface has exactly one credential, and every safety property follows from how it is treated.
An in-room concierge that refuses to guess
Retrieval grounding, an explicit confirmation step, and why the model is never allowed to spend a guest's money.
What happens to a booking from your own site
A direct request is checked against the same availability guard as everything else — and lands on the same board.
A booking site in an afternoon
A public site that shows the rooms you are actually selling, on your own domain, without a developer.
AI that only answers from your own content
A guest-facing concierge is only useful if it refuses to guess. How retrieval grounding and explicit confirmation keep it safe.