How to take hotel reservations by phone: guest questions, steps and a sample call

What guests ask when they call to book

The questions rarely change. Put the answers on one sheet for everyone at reception, so all answer alike and no guest waits through “let me check”.

• Is there a free room for these dates, and which types: single, double, family.
• The price per night, whether breakfast is included, any extra charge for a child.
• Check-in and check-out, for example from 14:00 and by 12:00; early arrival or late departure.
• Payment: cash or card, is a deposit needed, is money returned on cancellation.
• Parking, airport or station pick-up, distance to the centre.
• Which documents to bring at check-in: passport, ID card, a child’s birth certificate.

How to take the booking, step by step

Aim to keep the call to 2–3 minutes:

1. 1Greet with the hotel’s name and yours: “Assalomu alaykum, Chinor hotel, Malika speaking.”
2. 2Ask the dates first: “From which day to which day?” Availability depends on them.
3. 3Check the number of guests and the room type: “How many of you, any children?”
4. 4Give the full price: per night, what’s included and the total. For example: “A double with breakfast is 600 thousand a night, 1.8 million so‘m for three nights.” These figures are only an example.
5. 5Write down the name, phone and rough arrival time. If they arrive late, say the room will be held.
6. 6Say what happens next: how the confirmation comes (text, Telegram or WhatsApp) and any deposit deadline.

Never leave a booking as a spoken promise. A written confirmation protects both sides from wrong dates and from “I asked for a different room”.

A sample call

The operator didn’t promise the room: the administrator checks the booking chart, which is right wherever the chart isn’t linked to the phone.

Night calls, busy hours and other languages

• Night callers are often already on the road or booking from another city. If nobody answers, they call the next hotel. More: what missed calls cost a business.
• Reception is checking someone in when the phone rings. Note unanswered numbers and call back the same day.
• Calls about changing or cancelling a Booking.com or other site booking go to the person who sees the booking chart.
• Put English-speaking guests through to a colleague who speaks English, or give them a written channel.
• On cancellations and refunds, quote only the hotel’s written rules.

Handing booking calls to an AI operator

An AI operator for incoming calls picks up every call to the hotel’s number within a second: at night, on holidays, even with more than ten callers at once. It speaks in the hotel’s name and answers from your facts: rooms, prices, check-in times, breakfast, parking. If it doesn’t know, it doesn’t guess: it says the administrator will call back and leaves a task.

It speaks Uzbek and Russian, in Malika’s or Shohruh’s voice, and transfers calls in other languages to a staff phone if your rule says so. The booking request, with dates, guests, name and number, lands in the portal’s Requests list, and in Bitrix24 if you use it. The administrator checks the room and sends the guest a confirmation.

Your number stays the same: it’s connected through your phone operator’s SIP telephony. Common questions: Sado FAQ. Try it live or call 78 778 01 23.

Questions