Alexa in an Airbnb: Avoiding Pitfalls and Delighting Guests

Introduction

After making an Airbnb property as physically inviting as possible, superhosts know that embracing technology can further enhance guests' experience. Amazon's Alexa is one such tool. Integrating AI like Alexa into your property is an easy and inexpensive way to modernize and add convenience for your guests. But it needs to be done right.

‍

Pitfalls to Avoid

It is important to understand that there are ‘normal’ Alexa devices, but there are also uniquely equipped Alexa devices that are designed for hospitality use cases. A division within Amazon called Alexa Smart Properties builds special software that transforms a normal Alexa device into one that has tailored behavior so that it can be safely used by lodging providers.

This specialized software is available through Amazon partners like AIPEX. In the US, UK and Canada, it is available now. Broader support is planned in future releases. It provides the base from which we build features that benefit Airbnb hosts and guests. 

Why does this matter? If you use normal Alexa devices in your Airbnb, you may be violating guest’s privacy and Airbnb policies:

• Cameras inside Airbnbs are a bad idea. You need to have the camera on an Echo Show disabled by software.
• Normal Alexa devices are managed by the Alexa app, which provides the account owner with the ability to listen to the recordings of everything that guests say to Alexa. It is important that capability be disabled to protect guest privacy.
• There is a feature with normal Alexa devices called ‘Drop In’, which allows the account owner to open up the microphone of the Alexa device and listen to anything said within earshot of the device. Drop In is completely disabled with the special hospitality code base.

‍

Using Alexa to Delight Guests

‍

Self-help with an AI Concierge

Airbnb hosts can enhance guest experiences using AI-powered tools like the Virtual Concierge, accessible through an Amazon Echo Show device (and also on guests' phones). This system replaces traditional guidebooks with a conversational interface, allowing guests to ask questions and receive personalized, local information. The content, ranging from property specifics to local attractions, is customizable through the Virtual Concierge Management Portal, supporting responses with images, videos, links and more. 

Over 900 topics are available, including welcome videos, check-in/out info, Wi-Fi credentials, recycling instructions, contacting the owner, restaurant recommendations, and local shopping options. The system can also provide proactive suggestions based on the weather. The 'Home Cards' feature on Echo Show devices provides digital signage to inform guests about available services and examples of things they can ask for.

‍

Voice Controlled Music

Music is one of the core use cases for the Amazon Echo. After all, the device is called a Smart ‘Speaker’ for a reason. Based on the availability of popular streaming services, our expectations are now that we can get basically any type of music in the world, and get it immediately. The Amazon Echo is a perfect way to deliver against this expectation. 

Your guests have the option of either streaming music by saying something like “Alexa, play Taylor Swift”, or connecting their phone to the smart speaker via Bluetooth. That later option provides the ability for guests to listen to their own personal playlists and favorites.

‍

A Portal for Guest Communication

During their stay, the Alexa platform enhances guest experiences through new engagement methods. This includes personalized welcomes via audio or video, easy contact methods for guests, and department-specific assistance requests (front desk, housekeeping, maintenance). Additionally, mid-stay alerts for important updates like weather warnings or maintenance notifications are possible. Echo Show devices can display digital signage for information sharing. Messages can be sent to guests through the AIPEX portal, with an alert on the device indicating a waiting message.

‍

Check-out Reminders That Work

Your guests can receive proactive reminders about their responsibilities at departure time. With check-out reminders, the Virtual Concierge will send a notification to your Alexa device(s) where they can then hear your custom instructions.

‍

Re-invent the Check-out Process

Alexa with AIPEX software enables guests to check-out with their voice. It instantly notifies you, making it possible to allows the cleaning crew to get in early. Additionally, it prompts guests for a voice review during check-out. Positive reviews can be showcased on your site, while lower ratings offer insights for improvement.

‍

Help Guests Sleep Better

Alexa can play ambient sounds to help guests sleep better, block out distracting noises, and promote relaxation or faster baby sleep, offering a wide variety of high-quality sound options.

‍

Enable Smart Home Capabilities

Alexa enhances the visibility of smart home technology to guests, allowing them to control lighting, temperature, and other features through voice commands. This integration, highlighted through the 'Home Cards' feature on Echo Show devices, offers a futuristic interaction with smart home components.

‍

Conclusion

Using a ‘standard’ retail Alexa device in your Airbnb may be dangerous. It could open you up to risks like de-listing from Airbnb. However adding specially equipped Alexa devices removes these risks and adds extra value in a number of specific ways that are not possible with other guest engagement solutions.