How does the AI stay grounded and safe?
Three automatic checks on every reply, and how photos and documents are handled.
Updated Oct 29, 20261 min read
Guests trust the AI because it does not make things up. Several automatic guards run on every reply. You do not configure them, but knowing them helps you trust it.
Grounding
Every factual claim must come from your listing details and rules. The AI cannot combine two facts into a third one nobody confirmed. If a fact is missing, it asks the guest a question or hands off to your team.
Disclosure
Private operational details go only to confirmed guests, and only when they exist in your facts. For inquiries and cancelled bookings the AI withholds the full address, Wi-Fi credentials, access codes and directions.
Language
The AI replies in the guest's language, detected from their message, and never pastes your English rules into a reply for someone writing in another language.
Photos and documents
- Photos of passports, ID cards and registration forms go only to the destination you choose in Where guest messages and photos go.
- Photos of payment cards are never forwarded.
- Every photo that reaches your team says who sent it, which room and stay, and why.
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