In August we described the three ways an AI concierge actually gets smarter: what it knows, what it does, and how it hands off. This release rebuilds the first of those across the whole Virtual Concierge: what it knows, and how that knowledge gets in, stays usable and keeps growing.
It matters because the concierge can't answer better than its knowledge. Until now, that knowledge was the most manual part of the module. You typed it one property at a time. Nothing told you whether what you wrote was usable. And whatever guests asked for in chat was gone once the conversation ended.
So knowledge now gets the same treatment as the concierge itself: a fast way in, a quality check, and a feedback loop from your guests.
1. Knowledge in: a whole portfolio from one spreadsheet
Property knowledge lives in three fields on every property: Property Information, Pre-Arrival Information and In-Stay Information. Filling them in one property at a time is fine for five properties. For a portfolio of 125, it turns onboarding into a data-entry project, usually spent re-typing a spreadsheet that already exists.
Now it is one upload from your property list:
Select your properties: the ones on the current page, or every property matching your filters. The choice tells you how many that is
Download the template, pre-filled with the properties you selected
Fill it in and upload it. Rows are matched by Property ID, then PMS ID, then property name
Check the preview: how many properties will change, which fields change on each, how many stay the same, and how many rows point at properties you didn't select
Choose Add or Replace. Add places the new text below what each property already has. Replace swaps it in, and only after you confirm how many properties will lose what they had
Because an import touches hundreds of properties at once, the safeguards matter more than the speed. If any row can't be applied, nothing is written, and every problem names the spreadsheet line to fix. A blank cell never empties a field. A property name that matches more than one property is refused rather than guessed. And uploading the same file twice changes nothing, and tells you so.
2. Knowledge that works: the Knowledge Coach
Getting knowledge in is half the job. The other half is making sure the concierge can use it, and the most common problem we see is hosts writing to the concierge instead of about their property: "Act as Laura from reception.", "Use emojis in moderation.", "Inform the guest that arrivals after 20:00 pay a €25 supplement."
A knowledge base is not a briefing. It is the reference the concierge searches when a guest asks something, so instructions written into it are found as text, not followed as rules. Tone directions are noise no guest will ever ask about. Facts wrapped in instructions are fragile, and the concierge can end up quoting the instruction straight back to the guest.
Press Analyse knowledge on your account-wide AI Knowledge page or in a property's AI Knowledge tab. The Coach reviews every knowledge field on that page and lists its findings beside the editor, with your own words quoted exactly and a one-line explanation in your language. It looks for two things:
What you wrote | Example | Suggestion |
Directions on tone, persona, style, greetings or sign-offs | "Act as Laura from reception." | Remove |
A fact wrapped in "tell the guest that…" | "Inform the guest that arrivals after 20:00 pay a €25 supplement." | Rewrite: "Arrivals after 20:00 pay a €25 supplement." |
Replace or Delete applies a finding in one click, and Go to text takes you to the passage if you'd rather edit by hand. Nothing is saved until you press Save.
Three design choices keep it trustworthy:
It never deletes a fact. Any suggested deletion that might hold a fact, a restriction or a label is marked as a rewrite suggestion rather than a deletion.
It leaves working instructions alone. Procedures, reply scripts, restrictions, house rules and anything about escalation raise no finding
Common questions
Can a bulk import wipe my existing knowledge?
Not by accident. A blank cell never empties a field, Add keeps what is already there, and Replace only goes ahead after you confirm how many properties will lose existing text.
Will the Coach change my knowledge on its own?
No. Nothing changes until you click Replace or Delete, and nothing reaches the concierge until you press Save.
Why didn't the Coach flag my escalation instructions?
On purpose. Anything about escalation, and any restriction, is left exactly as it is. The cost of removing the wrong one is too high.
See it in action
If you are already using UpMarket, both of these changes are live in your account.
If you are evaluating an AI concierge, ask each vendor three questions: how do I get knowledge in, how do I know it's any good, and what happens to the requests guests make in chat?
Contact us to book a demo to see how UpMarket answers all three.