What Seby answers
Seby answers from the hotel's fact sheet: opening hours, services, house rules, the address, the phone number and the menu of extras. It says it as written, in the guest's language, in seven languages.
When a question goes beyond the fact sheet, Seby passes it to reception with the missing detail, and the team gives the answer. That way the hotel also sees what its fact sheet is missing.
What goes to reception
Seby confirms only what reception has already approved: the agent proposes and the team decides.
- Requests: a taxi, the airport transfer or anything else, with the time it is needed. Reception sees them at the top of its inbox, in red once the time has passed, and the guest gets the answer in their language.
- Anything that needs the hotel's yes, such as a late check-out: Seby proposes it and reception approves it and sets the time. Meanwhile, Seby tells the guest it has passed it to reception.
- Table and space bookings: they reach reception as a request.
- Any conversation where the guest asks to speak to a person: it goes to reception right away.
How it sells extras
When the guest asks about an extra from the menu, Seby sends a card with the photo, the price and a button. The charge happens with that button, at the price the guest has seen, and goes to the stay's account.
Services with a time slot, such as a massage, are closed by reception: it offers one to three times and the guest picks theirs.
If the hotel has it switched on, Seby suggests an extra at the right moment, based on the time and where the guest is: one per time slot at most, and a different one each time. When a guest complains, Seby focuses on the complaint.
Where it talks to the guest
On the hotel's WhatsApp, once the hotel connects its number, and with the permission the guest gives at the end of check-in: the guest writes from the app they already use. Reception reads every conversation and can reply in any of them.
What data it uses
To reply, the text of the conversation goes through an AI provider listed in the data processing agreement, with standard contractual clauses, which works without training on what it receives. From the guest's profile, three details travel: the language, the segment and the room. The name and the guest register data stay in Vesia.
What EU law asks
Regulation (EU) 2024/1689, the AI Act, applies since 2 August 2026 to systems that talk with people: they have to make clear that they are an AI, at the latest at the first interaction, unless it is obvious from the context.
Seby introduces itself as the hotel's AI assistant in its welcome message and says it again in its first reply of each conversation. And if the guest asks whether they are talking to a person, Seby replies that it is an AI and that reception also reads the conversation.
Frequently asked questions
Can the hotel change Seby's name? Yes: Seby is the default name, and the hotel can give it its own.
Which plan includes it? Included in Signature, and as an add-on in Essential and Plus.
Does it answer at night? At any time. Whatever goes to reception stays in its inbox, sorted by the time it is needed.