FAQ quality is the single biggest lever on AI Agent performance. A well-written FAQ gets matched correctly and answers the guest in their own language. A poorly written one either fails to match or gives a vague answer.
The five rules
1. One topic per entry. Do not combine 'check-in time and parking' into one FAQ. Keep them separate.
2. Phrase the question the way a guest would ask it. 'What time is check-in?' lands better than 'Check-in policy.' If guests ask it three different ways, create three entries.
3. Answer in plain language. No jargon, no internal codes. Use 'Late check-out', not 'LCO'. Use 'Room cleaning', not 'turndown service', unless guests use that term.
4. Give the answer the guest actually wants. A guest asking 'is there parking?' usually wants to know whether they can park, where, how much, and whether they need to book. Give all four. Do not just say 'Yes.'
5. Keep it current. The AI Agent will confidently quote what you wrote. If breakfast hours change, the FAQ needs to change too. Stale knowledge is worse than no knowledge.
What to avoid
Long preambles. Get to the answer.
Conditional spaghetti. A string of stacked conditions ('if you arrive before 15:00 unless you are a member, unless we have a room ready, unless we are at full occupancy') breaks the AI Agent's ability to match. Pick the most common case for the FAQ, and create a second FAQ for the exception.
Implicit knowledge. 'Our breakfast room has a great view' is not an answer to a question. It is content for a brochure.
What good looks like
Q: Can I check in early?
A: Yes, if a room is ready. We start check-in at 15:00, and we are usually able to offer earlier rooms by 13:00. Message us on arrival and we will check. If nothing is ready, we will hold your luggage at reception until your room is ready.
This is clear, complete, and gives the guest the action they need to take.
Need Help?
Please contact us through the 'Talk to Us' option on the left menu in the platform, or through the Bookboost Support email at support@bookboost.io if you have questions or need additional support.