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Guest Experience

Runnr.ai

Runnr.ai is an AI-assisted guest messaging platform for hotels. It brings channels such as WhatsApp, SMS, OTA messaging, email and website chat into one inbox, answers routine questions and sends messages before, during and after a stay. Supported PMS connections can personalise messages, create tasks and post accepted extras to the guest account.

Last reviewed 8 October 20260 verified public evidence records
Independently reviewed by Effective HospitalityEffective Hospitality has reviewed this product. Evidence labels identify which individual claims we assessed and which are supplier statements.
Commercial disclosureEffective Hospitality does not charge suppliers for placement in Shortlist and does not receive placement fees. No introduction-fee agreement is currently recorded for this supplier. Commercial relationships do not influence inclusion, positioning, fit scores or recommendations.

Independent perspective

Our review

Runnr.ai handles repetitive guest questions in messaging channels, including arrival details, parking and late checkout. A PMS connection gives those conversations useful context, rather than providing the same generic answer to every guest. Supplier-published hotel examples describe less reception work and extra sales of breakfast or late checkout. We see a strong practical purpose where guest messaging is already busy.

Our main reservation is whether the hotel’s guests will use the channel. An automated messaging product saves less work when guests prefer calling or emailing. Public reviewers at smaller properties also raise price and control over wording or timing. The recorded commercial terms include twelve months, automatic renewal and payment of the remaining commitment on early exit. Published customer results should not be treated as a guaranteed return.

We would test the actual guest journey, confirm the PMS information available to the assistant and agree how staff handle exceptions. Review message quality and upsell conversion alongside the headline automation rate.

Our verdict

We recommend considering Runnr.ai for hotels and small groups with a busy messaging flow, a supported PMS and a guest mix comfortable with the channel. It is less suited to telephone-led guests or an owner wanting a short experiment. The return depends on adoption and useful answers, not simply enabling automation.

The assessment

What stands out

Strengths

Reduces repetitive guest questions. Automated answers can give reception teams more time for conversations and problems that need a person.

Works across several messaging channels. A shared inbox can reduce the need to monitor separate OTA, email and chat accounts.

Uses hotel and booking context. Supported PMS connections allow messages to reflect the reservation, stage of stay and rate plan.

Strong hotel-user feedback for a newer product. Reviewers commonly value multilingual replies, WhatsApp engagement, quick setup, automation and responsive support.

Worth knowing

The platform depends on good source information. Incorrect opening times, policies or local recommendations can produce incorrect automated answers, so someone at the hotel must own the knowledge base.

WhatsApp Business setup, messaging charges and guest consent requirements should be confirmed before launch. Hotels should also agree when the system hands a conversation to staff and who monitors unresolved messages.

The Hotel Tech Report sample is positive but still modest. Users ask for more control over message timing, templates and branding, better voice recognition and clearer communication when new functions are released. Some smaller hotels also consider the price high.

Operational fit

Where it fits

  • Answer routine guest questions across several messaging channels.
  • Send personalised pre-arrival, in-stay and post-stay messages.
  • Route requests to hotel teams and create tasks where supported.
  • Offer upgrades and extras and post them to the guest account where the PMS connection allows.

Best suited for

Hotels and small groups with substantial repetitive guest messaging that want faster replies, multilingual support and automation connected to reservation information.

May not suit

Properties with very low message volume, hotels without a supported PMS connection, or teams unable to maintain the knowledge base and monitor human handovers.

Stack compatibility

Connects with

SystemSupportDirectionData exchanged
LighthouseSupportedUnknownDetails available from the suppliers
CloudbedsUnknownUnknownDetails available from the suppliers
ReviewPro Reputation by ShijiSupportedUnknownDetails available from the suppliers
MewsSupportedTwo WayGuest Profiles, Reservations, Messages, Upsell Charges, Reservations, including modifications and cancellations, Guest profile fields, being name, telephone number, room number and room type, Charges for accepted extras posted to the guest bill
FLEXIPASSSupportedUnknownDetails available from the suppliers
RoomRaccoonSupportedUnknownDetails available from the suppliers
RMSSupportedUnknownDetails available from the suppliers