Your vacation was ruined, and the company apologized — with a heartfelt note written by ChatGPT

Key Facts

• Finding the right words, conveying the appropriate level of contrition — especially when the hotel isn’t at fault (read: rain complaints) — is a tedious and time-consuming process, said the director of a five-star resort, who asked that CNBC not use her real name to protect the resort’s name.
• In a ranking of U.S. hotel chains by their “online reputations,” the tech company SOCi found that a driving factor for low scores was “ghosting” — that is, failure to respond to traveler reviews.

• Natasha > > Director of a five-star resort When asked if she wants travelers to know she uses AI to respond to negative emails and reviews, Natasha said, “I sure do not.

• One company that acknowledges using AI to deal with customer complaints is the travel booking platform Voyagu, which stores past customer communications to help travel advisors with future interactions, a company representative said.

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