Questions without Answers: How does your AI handle it?

When a guest asks something your AI concierge can’t answer from your curated content, what happens next determines whether you build trust—or break it. And we all know it will happen. You can’t document every property quirk, trailhead, or taco stand on day one. The gap between what you’ve provided and what guests want to know is where AI design and knowledge management really shows.

Below is a practical way to think about these “unknowns,” how many systems handle them today, and how AIPEX approaches the problem to protect guest trust, reduce host workload, and grow your knowledge base over time.

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The “unknowns” problem in guest-facing AI systems

When an AI doesn’t have a vetted answer, many products do one (or more) of the following:

1. Guess (AI hallucination).
   The model fabricates a confident answer. It feels helpful… until it’s wrong about the hot tub breaker or pet policy.
2. Hard stop.
   A polite “Sorry, I don’t have that information.” Safer than guessing, but a dead end for your guest.
3. Deflect to the open web.
   Guests already know they have this option, they're looking for curated info.
4. Escalate to a human (manually).
   The guest is told to contact the host, often with no structured handoff or context.

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How AIPEX handles questions without answers

AIPEX is designed around a learning loop: start with essentials, use real guest questions to prioritize what’s next, and make sure unknowns become knowns.

1) Start with the basics

We recommend beginning with these essentials:

• Property operations (trash/recycling, Wi-Fi, check-in/out, parking, thermostat, hot tub basics)
• Information on rebooking direct, extending a stay or late check-outs - things that guests appreciate knowing and drive revenue for your business
• Your best local picks—the places you genuinely know well

From there, let real guest questions guide what you add next. That keeps effort focused where it matters most.

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2) When a local area topic is missing

If a guest asks about a place or activity you haven’t documented yet, AIPEX’s Virtual Concierge provides our best substitute answer—an answer sourced from verified destinations, meant to be helpful without pretending it’s part of your curated guide. At the same time, AIPEX logs that topic in a missing-content report so you can add the definitive version later. Once you publish the item, future guests get your vetted answer.

Why this matters: Guests get momentum in the moment, you get a prioritized to-do list, and your guide grows based on real demand—not guesswork.

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3) When a property-specific item is missing

This is where guessing is unacceptable. If enabled, AIPEX’s real-time notifications feature handles it like this:

1. The concierge apologizes for not having the exact information and asks permission to reach out to the host for a quick answer.
2. If the guest says yes, AIPEX collects their phone number and context.
3. The assigned host receives a text message with a link to answer the question right away.
4. The host’s answer goes straight back to the guest and is saved into your property content automatically.
5. Next time someone asks, the answer is already there.

You choose the hours when you’re willing to be contacted and the contact who should receive the notification, so escalations respect your availability.

Why this matters: No hallucinations, no dead ends, and no duplicate effort. Guests feel cared for, and you only answer once.

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The bottom line

When your AI meets a question without an answer, the options are: guess, stop, or learn. AIPEX is built to learn—safely—so guests get help now, hosts get fewer one-off interruptions, and your guide gets better with every stay.

If you’d like to see this flow end-to-end with your property, turn on real-time notifications, set your contact hours, and watch unknowns become assets.

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