A boutique guest notices a generic auto-reply; a budget guest usually doesn't
A 150-room budget motel guest doesn't usually notice or care what tone the front desk texts in, as long as the WiFi password is right. A boutique hotel guest, who often chose the property specifically because it isn't a chain, notices. A curt, generic-sounding automated reply feels off-brand in a way it wouldn't at a big-box property, and it can undercut the exact experience the property is selling.
That's the reasoning behind Suzy's personality settings: an AI front desk should sound like it belongs to your specific property, not like a shared script running behind a hundred different hotel numbers.
What's actually configurable
Tone
Choose warm, professional, or concise as the base tone for every reply. A boutique bed-and-breakfast and a design-forward downtown property don't want the same voice.
Custom greeting
Write how Suzy introduces herself to a new guest, in your property's own words, rather than a generic "Hi, I'm an AI assistant" line.
Signature sign-off
Optionally add a consistent sign-off to messages, like a small hospitality touch that reinforces it's your property responding.
Emoji on or off
Some boutique brands want a lighter, friendlier tone with the occasional emoji; others want it strictly off. It's a toggle, not a fixed default.
Honest framing
Suzy is a text and voice guest-communication AI, not a full digital-concierge or upsell platform. If your property's core need is a rich guided guest journey with upsells and ID verification, that's a different category of product, and we say so directly on our comparison page.
Personality changes how Suzy sounds, not what she knows
Personality settings change how Suzy sounds, not what she knows. Every answer is still grounded in your property's actual WiFi password, check-in times, parking instructions, and policies, the same safety gate and confidence threshold apply regardless of tone. A warm, brand-voiced reply is still either accurate or it escalates to you, never a confident guess dressed up in nicer language.