Introducing Rezi to your guests

The way you introduce Rezi to guests significantly affects their experience and attitude toward the AI assistant. Guests who feel surprised or manipulated by an AI responding to their messages tend to have negative reactions. Guests who are clearly invited to text the property number for anything they need, with a real person always available, tend to be comfortable and often prefer the speed of AI responses.

The cleanest pattern is to fold Rezi into the messages you already send guests when they book. Put the property number front and center, invite questions, and let the speed of the answers do the rest.

The recommended introduction message

Include a brief, honest line in your booking confirmation and check-in instructions. It should cover: your property name, the number guests should text for anything they need, the fact that an AI assistant handles routine questions quickly, and reassurance that a real person is available for anything complex. Keep it to 2-3 sentences.

Example: 'Hi [First Name], this is [Property Name]. For anything you need during your stay, just text this number, it answers common questions instantly, any hour, and a real person is always available if you need us directly.'

How the assistant introduces itself

The assistant has a single, built-in identity, so there's nothing to set up here. It speaks with one consistent, warm voice and identifies as your AI assistant. If a guest asks 'am I talking to a person?', it confirms it is an AI assistant rather than pretending otherwise. Your job is the introduction in your own messages, the next section covers how to set guest expectations so the assistant lands well.

Handling pushback from guests who prefer human contact

Some guests may prefer to deal with a person. Have a plan for this: any guest who requests direct human contact should receive it promptly. Reassigning their conversation to manual mode (preventing AI responses) and stepping in yourself satisfies almost all guest concerns. The AI is an efficiency tool, not a mandatory barrier.

Folding Rezi into pre-arrival

Build Rezi into your standard pre-arrival sequence. In your booking confirmation, share the property number and invite questions. In your check-in message, repeat the number alongside the door code, parking, and wifi, and remind guests they can text it any time during the stay. The earlier guests learn the number, the more they use it instead of the platform inbox.