Hospitality lead qualification script for hotels, venues, tours and charters
A hospitality lead qualification script for chat, WhatsApp and phone, with the must-have questions for a hotel stay, an event venue, a tour and a yacht charter. It covers full dates, missing details and language changes. Your AI collects a request, and a person confirms availability and price. Free Word and Excel files.
Made by Anatolii Ulitovskyi 
Fact-checked by RH Fardin Updated 1. Hotel stay: rooms for guests, couples and families
For one guest, a couple or a family, up to 4 rooms. Ask one question per message and skip anything the guest already said.
Must-have fields, in this order
- Check-in and check-out dates
- Adults and children, with ages
- Number of rooms and room type
- Budget per night, as a range
- Special requests
- Name and email or phone
1.1Dates and nights
WhyRates and availability change by night.
If they say "sometime in May"Offer two options, such as Friday 7 to Sunday 9 May or Friday 14 to Sunday 16 May.
AskWhich dates would you like to check in and check out?
1.2Adults, children and ages
WhyAges decide the beds and often the price.
If they say "a family"Ask for numbers, not a label.
AskHow many adults and how many children? How old are the children?
1.3Rooms and room type
WhyThe guest picks the option. A person confirms it.
If they ask what you haveName 2 or 3 room types with starting rates. Never a total.
AskWould you prefer room type A or room type B? Rates start at price per night.
1.4Budget per night
WhyFew guests answer an open budget question, but most pick a band.
If they prefer not to sayWrite "not given" and continue.
AskIs your budget per night closer to under $150, $150 to $250 or over $250?
1.5Special requests
WhyOne open question catches what matters.
If they ask for early check-inNote it as a request. A person answers it.
AskAnything we should know, such as accessibility needs, a crib, parking or a late arrival?
1.6Contact details
WhyNo contact, no offer.
If they hesitateSay the offer comes by email or phone, and let them choose.
AskWhat is the best email or phone number for name to send your offer to?
Close withThank you, first name. Your request: check-in to check-out, adults adults and children children, room type, about budget per night. This is a request, not a booking. Name will check availability and send an offer by time.
Handover summaryHotel stay request for operator. Status: request, not confirmed. Dates: check-in to check-out, nights nights. Guests: adults adults, children children (ages ages). Room: rooms x room type. Budget: band per night. Requests: requests. Missing: fields or none. Language: language. Contact: email or phone.
TipNever write that a room is free or booked. A business is responsible for what its chatbot tells customers1.
2. Group or event venue: weddings, meetings and room blocks
For weddings, parties, meetings, retreats and stays of 10 or more rooms.
Must-have fields, in this order
- Type of event, date and a backup date
- Guests, and rooms per night if they stay
- Times and setup
- Food, drinks and extras
- Budget in total or per person
- Who decides, and by when
- Name, company and email or phone
2.1Event and date
WhyVenues sell dates. A backup date is a second chance.
If the date is not fixedAsk for the month and the preferred weekday.
AskWhat are you planning, and on which date? Do you have a backup date?
2.2Guests and rooms
WhyHeadcount picks the space. Overnight guests add a room block.
If they say "60 to 80"Note both numbers. The team plans for the higher one.
AskHow many guests do you expect, and will any stay overnight? About how many rooms per night?
2.3Times and setup
WhyA seated dinner for 80 needs a different space than a reception for 80.
If they are not sureOffer the 2 setups you use most.
AskWhat time would it start and end? Do you picture a seated meal, a standing reception or rows of chairs?
2.4Food, drinks and extras
WhyCatering changes the price a lot.
If they bring their own catererNote it. The events team decides.
AskShould we provide food and drinks? Do you need anything else, such as a screen or microphones?
2.5Budget
WhyOne range means one offer instead of three.
If they will not share itGive your range first: "Events like this usually cost range. Is that close?"
AskDo you have a total budget or a budget per person in mind? A rough range is fine.
2.6Decision and timing
WhyThe person writing is often not the one who signs.
If someone else decidesAsk whether the offer should go to them too.
AskWho else is part of the decision, and by when do you need to choose a venue?
Close withThank you, first name. Your request: event on date, backup date, guests guests, setup, budget range. This is a request, and the date is not held yet. Name, our events manager, will send availability and a first offer by time. What is the best email or phone number?
Offer a visitWould you like to see the space first? Choose a time with name here: booking link.
Handover summaryEvent request for operator. Status: request, not confirmed. Event: type on date, backup date. Guests: number. Rooms: rooms per night, nights nights. Times and setup: times, setup. Food and extras: details. Budget: range. Decides: who, by date. Missing: fields or none. Language: language. Contact: details.
3. Tour or activity: day tours, boat trips and classes
For tours, boat trips and classes with a set start time. Ages, pickup and safety matter here, not rooms.
Must-have fields, in this order
- Tour, date and start time
- People, and the ages of any children
- Pickup or meeting point
- Shared or private
- Safety notes
- Name and a mobile number for the tour day
3.1Tour, date and time
WhyTours run at set times with limited seats.
If they say "this weekend"Repeat it as a full date: "Saturday 10 October, at 10:00 or 16:00?"
AskWhich tour would you like, and on which date? We start at times.
3.2People and ages
WhyMany activities have a minimum age or a child price.
If a child is under your limitSay so and offer a tour for all ages: other tour.
AskHow many people are joining, and how old are any children?
3.3Pickup or meeting point
WhyWithout it, the guide calls on tour morning and the start runs late.
If they do not know their hotel yetGive the meeting point and ask for the hotel name later.
AskWhere should we pick you up? You can also meet us at meeting point.
3.4Shared or private
WhyFor tours, this is the budget question.
If they ask the priceGive the shared price per person. The team quotes private tours.
AskWould you like to join a shared group, or a private tour just for your party?
3.5Safety notes
WhyMobility, allergies or non-swimmers change which tour is safe.
If they mention a medical conditionGive no advice. Note it, and the operator decides.
AskShould the guide know anything, such as mobility needs, allergies or anyone who cannot swim?
3.6Mobile number
WhyPlans change fast on tour day.
If they only give an emailAsk once more, then accept the email.
AskWhich mobile number can the guide reach you on during the tour? WhatsApp is fine.
Close withThank you, first name. Your request: tour on date at time, adults adults and children children (ages ages), pickup at place. This is a request, not a confirmed seat. Name will confirm the seats and price by time.
Tour today or tomorrowFor a tour this soon, please call phone. I have also sent your request to name.
Handover summaryTour request for operator. Status: request, not confirmed. Urgent: yes or no. Tour: tour, shared or private, date, time. People: adults adults, children children (ages ages). Pickup: place. Safety notes: notes or none. Missing: fields or none. Language: language. Mobile: number.
4. Yacht charter: day or week, crewed or bareboat
For day or week charters, crewed or bareboat. A charter needs the port, the guests on board and who sails.
Must-have fields, in this order
- Dates, and day or overnight
- Start port, and end port if one way
- Guests on board: adults and children
- Crewed or bareboat, and the skipper's certificate
- Yacht or type
- Budget for the charter fee
- Name and email or phone
4.1Dates and charter type
WhyWeek charters often run Saturday to Saturday. Day charters are priced differently.
If they want a shorter weekNote it. The charter manager decides.
AskWhich dates are you thinking of? Is it a day trip, or will you stay on board overnight?
4.2Ports
WhyA one-way trip means the yacht must come back, which can change the price.
If they name a port you do not serveOffer your nearest port: port.
AskWould you like to start and end in home port, or finish somewhere else?
4.3Guests on board
WhyEvery yacht has a certified guest limit, often lower overnight.
If the group is over the limitPromise nothing. Offer two yachts or a day charter, and let a person check.
AskHow many guests will be on board, and how many of them are children?
4.4Crewed or bareboat
WhyBareboat guests sail the yacht themselves, so the skipper is checked first.
If they choose bareboatAsk for the skipper's certificate and experience. The charter manager decides.
AskWould you like a crewed charter with a skipper and crew, or bareboat, where your group sails the yacht itself?
4.5Yacht or type
WhyA named yacht or a type is enough for a first offer.
If they name a yachtNote it as "or similar", in case it is taken.
AskDo you have a yacht in mind, or a type you prefer: sailboat, catamaran or motor yacht?
4.6Charter fee
WhyFees vary by yacht and season, and extras come in the offer.
If it is below your lowest rateOffer a smaller yacht, fewer days or a day trip.
AskWhat budget do you have in mind for the charter fee? Extras, such as food, fuel and port fees, are listed separately in the offer.
Close withThank you, first name. Your request: yacht or type, crewed or bareboat, start date to end date, from port, adults adults and children children, charter fee about budget. This is a request, not a booking. Name will check availability and send an offer with the price and terms by time.
Handover summaryCharter request for operator. Status: request, not confirmed. Yacht: yacht or type, crewed or bareboat. Dates: start to end, nights nights. Ports: start port to end port. Guests: adults adults, children children (ages ages). Skipper certificate: certificate or not needed. Charter fee: range. Missing: fields or none. Language: language. Contact: email or phone.
TipCommercial yachts of 24 meters and over under the Red Ensign Group Yacht Code carry no more than 12 passengers2, and charterers abroad generally need evidence of their competence3. List each yacht's limit in your knowledge base.
5. When the dates, room, tour or yacht are not available
Your AI cannot see live availability. It knows only what your knowledge base says: closed seasons, guest limits and dates you marked as full. A person checks the rest. Never write "probably free".
What to offer, in this order
- Other datesThe nearest open dates, or a week earlier or later.
- Another optionA different room, space, tour time or yacht at a similar price.
- WaitlistOnly with a date by which you will answer, never as a booking.
- ReferralA partner you trust, if you cannot help.
AI: date marked as closed or fullBusiness is closed or fully booked on dates. The nearest dates we have are dates. Shall I send a request for those dates to name?
AI: over the guest limitThe option takes up to 12 guests. For 14, name can check alternative. Shall I add that to your request?
AI: asked if it is freeI cannot see live availability, but I can send your request to name now. Name will reply by time.
Operator: two alternativesThank you for waiting, first name. Option is not available on dates. I can offer alternative 1 or alternative 2. Would you like an offer for one of them?
Operator: waitlistYou are on the waitlist for option on dates. This is not a booking. If it becomes free, I will write at once. If not, I will let you know by date.
If they decline everythingThank you for considering us. If your plans change, write to us here. Partner may have space on your dates: link.
6. Missing details and a change of language
Guests often send half the details at once. Keep what is there and ask only for the first missing field.
When details are missing
- Keep what you haveNever ask again for a field the guest already gave.
- Ask for one gapOne missing field per question. Adults and children can share one.
- Repeat vague answersTurn "next weekend" into "Friday 16 to Sunday 18 October" and ask the guest to confirm.
- Stop after two triesThen hand over with Missing: field and the status Missing details. Only contact details cannot be skipped.
AI: part of the details givenThanks, first name. I have dates for guests guests. One more thing, so name can prepare your offer: question for the missing field
AI: no budget givenNo problem. Is it closer to band A, band B or band C? If you prefer not to say, I will leave it open.
AI: contact still missingTo send your request to name, I need an email or phone number. Which do you prefer?
When the guest changes language
- Reply in the language of the guest's last message. If they switch, switch too, without asking.
- Write dates with the month name: 07/10 means July 10 in the US and 7 October in most of Europe.
- Write prices with a currency code, such as USD 180.
- Keep names and addresses exactly as the guest wrote them.
- Write the summary in your team's language, with Language: language.
TipIn a survey of 8,709 consumers, 76% preferred to buy with information in their own language4. From the Growth plan, the CRMsoftware.pro inbox auto-translates for the operator.
7. Request versus confirmation: what the AI may and may not say
Applies to every tabOnly a person can confirm a booking, after checking availability, price and terms. Until then, the AI collects a request. A tribunal held Air Canada responsible for what its website chatbot told a customer1.
Never say, and what to say instead
| Never say | Say instead |
|---|---|
| Your room is booked. | Your request is noted. Name will confirm availability by time. |
| Yes, it is available. | I cannot see live availability. Name will check it. |
| The total is $2,400. | Rates start at price per night. The exact price comes with the offer. |
| I will hold it for you. | Name can tell you whether a hold is possible. |
| Free cancellation, no problem. | The cancellation terms are in the offer and on policy page. |
Paste into the AI instructionsYou collect booking requests for business. You cannot see availability or confirm bookings, prices, holds, discounts or refunds. Never say a booking is booked, confirmed, reserved, guaranteed or held. Call it a request, name the person who will confirm it and say by when. Quote only starting prices from the knowledge base.
Who confirms, and when
- The operator checksAvailability, price and terms, in your own system or calendar.
- The operator sends the offerPrice, terms and how to pay. Status: Offer sent.
- The guest acceptsDeposit, payment or a signed agreement, as your terms say.
- The operator confirmsOnly now: "Your booking is confirmed." Status: Confirmed by operator.
8. Handover summary: send each request to the right operator
The summary is what the operator reads first. It should let them check availability and send an offer without asking the guest again.
Who gets which request
| Request | Operator | Reply within |
|---|---|---|
| Hotel stay | Reservations | 2 working hours |
| Group or event | Events manager | Same working day |
| Tour or activity | Tours desk | 2 hours, 15 minutes if today |
| Yacht charter | Charter manager | 24 hours |
| Not sure | Front desk or owner | 2 working hours |
Summary formatType request for operator. Status: request, not confirmed. Dates: dates, nights nights. Guests: adults adults, children children (ages ages). Option: room, space, tour or yacht. Place: pickup or port. Budget: band. Requests: notes. Missing: fields or none. Language: language. Contact: email or phone. Promised reply: by time.
AI tells the guestThank you. I have sent your request to name, who looks after hotel stays, events, tours or charters, and will reply by time. Until then, this is a request, not a booking.
If nobody is onlineOur team is offline right now. Your request is saved, and name will reply by time tomorrow. If it is urgent, call phone.
TipName a backup for each operator. A request that waits in an empty inbox is a lost booking.
For small sales and support teams
Collect booking requests 24/7 and hand them to the right person.
The CRMsoftware.pro AI agent asks your must-have questions in the guest's language, saves the answers and passes the request to your team, who confirm the booking.
- AI replies in 95+ languages, day and night
- Leads inbox and 1 pipeline on the free plan
- Human handover with email and push alerts from $19 a month, billed yearly
Free plan: 3 users, no credit card.
Filled example
A charter request handed to the right operator in 4 minutes
The hospitality lead qualification script at Tidewell Harbor, a fictional harbor hotel with an event terrace, boat tours and three charter yachts. The guest sends half the details at 9:14 pm; the AI asks only for the gaps and hands a complete request to Marta, the charter manager.
Handover summary sent to Marta
| Request | Yacht charter, for Marta (charters) |
| Status | Request, not confirmed |
| Yacht | Aurora, crewed |
| Dates | Sat 10 to Sat 17 July 2027, 7 nights |
| Ports | Tidewell Harbor, round trip |
| Guests | 8 adults, 2 children (9 and 12) |
| Budget | $20,000 to $25,000 charter fee |
| Missing | None |
| Language | English |
| Contact | Anna W., anna.w@example.com |
| Promised reply | By noon, Wednesday 7 October |
From request to booking
| When | Step | Status |
|---|---|---|
| Tue 9:14 pm | First message on website chat | New |
| Tue 9:18 pm | Summary sent to Marta | Sent to operator |
| Wed 9:05 am | Availability checked, offer emailed | Offer sent |
| By Fri 16 Oct | Signed agreement and deposit | Confirmed by operator |
Why it works
Why the AI takes a request and a person confirms it
In February 2024, a Canadian tribunal ordered Air Canada to pay a customer about C$650 in damages, plus interest and fees, after its website chatbot described a bereavement discount in a way the airline's own policy page did not allow. The tribunal found the airline responsible for all the information on its website, whether it came from a static page or a chatbot1. That is why this script collects a request, and a person confirms availability and price.
Each booking type needs different facts: nights and rooms for a hotel, ages and a pickup point for a tour, the port, crew and guests on board for a charter. Commercial yachts of 24 meters and over under the Red Ensign Group Yacht Code carry no more than 12 passengers2, and charterers abroad generally need evidence of their competence3. Generic BANT questions do not fit leisure guests either: budget works better as a band, and the decision maker is whoever travels or pays.
Language matters too. In a CSA Research survey of 8,709 consumers in 29 countries, 76% preferred to buy products with information in their own language, and 40% never buy from websites in other languages4. So the script replies in the guest's language and keeps the summary in yours.
C$650
damages Air Canada was ordered to pay over its chatbot's answer, plus interest and fees
76%
of online shoppers prefer to buy with information in their own language
0
times the AI may write booked or confirmed
Fields by type
Must-have fields for hotel, venue, tour and charter inquiries
The same topics, asked differently for each booking type. Use the table to set up your AI instructions and the Excel log.
| Field | Hotel stay | Group or event | Tour or activity | Yacht charter |
|---|---|---|---|---|
| Dates | Check-in and check-out | Event date and a backup date | Date and start time | Start and end date, day or overnight |
| People | Adults, children and ages | Guests, and rooms per night | People and children's ages | Guests on board, within the yacht's limit |
| Option | Rooms and room type | Setup, catering and extras | Shared or private | Yacht or type, crewed or bareboat |
| Place | Not needed | Not needed | Pickup or meeting point | Start and end port |
| Budget | Per night, as a band | Total or per person | Price list, quote private tours | Charter fee, extras listed apart |
| Extra check | Special requests | Who decides, and by when | Safety notes | Skipper's certificate for bareboat |
Budget is never a stop rule: if the guest will not say, write "not given" and hand over. Contact details are the only field you cannot skip.
Edge cases
Booking inquiries that need a different answer
Situations that break a simple script, with what the AI says.
The guest wants the price first
Do not refuse, and do not guess a total. Give the starting price and say what changes it.
AI saysRooms start at price per night. The exact price depends on your dates, so let me take two details and name will send it.
The guest wants to pay now
Payment comes after a person confirms. From the Launch plan, the operator can send a quote, an e-sign agreement or a payment link from CRMsoftware.pro.
AI saysThank you. Name will send the offer with a secure way to pay once your dates are confirmed.
A planner or agent writes for a client
The person writing may not be the one who travels or pays.
AI saysIs the booking in your name or your client's, and who should receive the offer?
The request arrives at night
Collect everything now and promise a reply time. The guest does not have to write again.
AI saysOur team is back at 9:00. Your request is saved, and name will reply by 11:00.
From the Launch plan, bookings with calendar sync let guests pick a time for a call or a site visit. Rooms, seats and yachts are still confirmed by your team.
Excel log
What is in the Excel inquiry log
Three sheets: Inquiry log for every request, Rules for the required fields and operator per booking type, and Summary for the totals. Columns marked Auto fill in by themselves. Opens in Excel, LibreOffice and Google Sheets.
| Column | What it does |
|---|---|
| Type | Hotel stay, Group or event, Tour or activity or Yacht charter, from a dropdown. |
| Dates, guests, option, place, budget, contact | What the guest said. Leave a cell empty if they did not say. |
| Nights and guests Auto | End date minus start date, and adults plus children. |
| Missing fields and Complete Auto | Counts the empty required fields for this type, then shows Complete or Missing details. |
| Status and owner | New, Missing details, Sent to operator, Offer sent, Confirmed by operator or Lost, and who took it. |
| Right operator Auto | Yes when the owner is the operator the Rules sheet names for this type. |
| Minutes to hand over Auto | From the first message to the handover summary. |
The sample log has 8 inquiries: 6 complete, and 5 of them with the right operator (63%), the success measure for this script. One wedding request went to reservations instead of events. Average time to hand over: 6.9 minutes.
How to set up
Set up your hospitality lead qualification script in 4 steps
- 1
Pick your booking types
Keep the tabs for what you sell, plus tabs 5 to 8.
- 2
Fill in the brackets
Rooms and rates, spaces, tour times and age limits, yachts, ports and each operator's name. Closed dates and guest limits go in the knowledge base.
- 3
Add the request rule
Paste the wording from tab 7 into the AI instructions.
- 4
Test, then review weekly
Send five test inquiries, including one with gaps and one in another language. Review the log every week.
Set it up in CRMsoftware.pro
- Open My Bots, choose your bot and, on the Basics tab, paste your questions, the request rule and your operators into Instructions. Add rates, closed dates and guest limits to the Knowledge Base.
- On the Behavior tab, turn on Collect User Data to ask for a name and contact before the chat starts.
- On the Connect tab, turn on Send email notifications and add your operators under Assigned users. Turn on push notifications too.
- Click Save Bot and send a test request with Try Bot. Take it over in Live Support, where the status moves from Awaiting agent to Completed.
- In the leads inbox, convert an event or charter request into a contact, company and deal with one click.
Free includes AI chat, a basic knowledge base, a limited leads inbox and 1 pipeline. Human handover with email and push alerts starts on Launch, $19 a month billed yearly for 8 users. CRMsoftware.pro does not connect to hotel booking systems or check availability: your team confirms every booking.
Weekly inquiry review, 15 minutes
- Missing details: which question do guests skip?
- Wrong operator: does the summary name the right person?
- Any chat where the AI wrote booked or confirmed: fix the instructions the same day.
FAQ
Booking inquiry and qualification questions
What is a hospitality lead qualification script?
A short, ordered set of questions your team or AI chat asks a new booking inquiry, so a person can check availability and send an offer without asking again. This one covers hotel stays, event venues, tours and yacht charters, with a Word file and an Excel log.
What should you ask in a hotel booking inquiry?
Check-in and check-out dates, adults and children with ages, rooms and room type, a budget per night as a range, and an email or phone number. End with one open question about special requests.
How do you qualify a group or event venue inquiry?
Ask for the event and date with a backup date, guests and rooms per night, times and setup, catering, a budget range and who decides by when. Hand it to the events manager the same working day.
What questions should a tour operator ask before booking?
Which tour and date, how many people and the children's ages, the pickup point, shared or private, safety notes such as mobility or swimming, and a mobile number for the tour day.
What should a yacht charter inquiry include?
Dates, day or overnight, start and end port, number of guests, crewed or bareboat, the yacht or type, a charter fee budget and contact details. For bareboat, ask for the skipper's certificate: charterers abroad generally need evidence of competence3.
Can a chatbot confirm a hotel or charter booking?
Not unless it is connected to your live booking system and your terms allow it. Otherwise it collects a request and says who confirms it and by when. A Canadian tribunal held Air Canada responsible for what its website chatbot told a customer1.
What should I say when the dates are not available?
Say it clearly and offer at most two alternatives: other dates or another option. If the guest wants to wait, offer a waitlist with an answer date, and say it is not a booking.
Can an AI handle booking inquiries in other languages?
Yes. Reply in the language of the guest's last message, write dates with the month name and keep the summary in your team's language. CRMsoftware.pro replies in 95+ languages, and from the Growth plan the inbox auto-translates for the person who takes over.
Can CRMsoftware.pro check availability or confirm bookings?
No. It does not connect to hotel booking systems or room inventory. The AI collects the request and saves it in the leads inbox, and from the Launch plan hands the chat to your team with email and push alerts. Launch bookings with calendar sync are for time slots such as a call or a site visit.
Related templates
Free tools
Sources
- Moffatt v. Air Canada, 2024 BCCRT 149, decided February 14, 2024: BC Tribunal Confirms Companies Remain Liable for Information Provided by AI Chatbot, Business Law Today, American Bar Association, February 29, 2024
- Scope of Part A, commercial yachts of 24 meters and over: Maritime and Coastguard Agency, MSN 1895 (M): The Red Ensign Group (REG) Yacht Code Part A
- Chartering abroad: Royal Yachting Association, Evidence of Competence Abroad
- Survey of 8,709 consumers in 29 countries, July 7, 2020: CSA Research, Consumers Prefer their Own Language
- Plans, prices and features, checked 7 October 2026: CRMsoftware.pro pricing
Try the booking inquiry workflow on your own website.
Start free with 3 users: paste the script into your AI agent and test it with Try Bot. Human handover comes with Launch, $19 a month billed yearly for 8 users.