Riviera
Riviera Inc. · Voice & Language
Riviera is an AI voice agent for hotels that answers calls, texts, and emails in 10+ languages, handling reservations, room service, and guest requests around the clock.
About Riviera
What Is Riviera
Riviera is an AI platform for hotels. It puts voice agents on the front desk phone lines, in iMessage and SMS, and in email, so guest requests get a real answer within seconds instead of a ring, a hold, or voicemail. The company is based in the United States and sells to independent hotels, full-service properties, and management groups.
The core promise is coverage during the moments hotels struggle most. At 2 AM, during check-in rush, or when two lines ring at once, Riviera picks up in parallel and keeps staff focused on the guests standing in the lobby. It reads the caller's reservation and history before the call is answered, then routes, books, or escalates based on rules the hotel sets.
The main limits are scope and setup. Riviera is built for hospitality, so it isn't a general business phone system. Getting the best results depends on feeding it your policies and menus and connecting your property management system; without those inputs it answers fewer questions well. Full API access and custom PMS integrations sit on the higher tiers.
Getting Started
- Book a demo or log in, then upload your hotel's policies, menus, and FAQs as a knowledge base.
- Review the contradictions Riviera flags in your documents and settle the policy version you want guests to hear.
- Build agent workflows in the visual editor, assigning an agent per department and picking voices and handoff rules.
- Connect your phone lines, iMessage/SMS, and email so the agents answer where guests already reach you.
- Watch live calls, listen in or take over when needed, and use the insights dashboard to fix recurring guest complaints.
Product Information
A quick look at Riviera's pricing, supported platforms, and performance.
Best for
The users, tasks, and scenarios where this tool fits best.
Users
- Independent hotels and B&Bs
- Full-service hotels with busy front desks
- Hotel groups and management companies
- Front desk and guest services staff
Tasks
- Answering guest calls
- Taking room service orders and dining requests
- Managing hotel reservations
- Resolving guest messaging and email
Scenarios
- The overnight shift
- Check-in rush
- A frustrated guest
- A guest writing in another language
Key features
Multilingual Voice Agents
This multilingual voice agent detects the guest's language within the first few words and stays in it for the rest of the call. If a guest switches languages mid-conversation, the agent follows without missing a beat. The demo and product ship with 10+ languages, which matters for properties that host international guests and staff who don't speak every one.
Guest Context Before the Call
Caller ID and hotel reservations data load before the agent says hello. Preferences, stay dates, and past issues appear on screen in about a third of a second, so the agent greets a returning guest by name and already knows their room. This turns the first sentence of a call into a personalized one instead of a generic script.
iMessage and SMS Messaging
Guests text the hotel the way they'd text a friend, with no app to download and no portal to log into. This guest messaging channel covers iMessage and SMS, so Riviera answers in seconds and handles the request, from extra towels to a late check-out. For guests who never call, this is often the only channel they'll use.
Drag-and-Drop Workflow Editor
Teams map how calls flow through the property visually, assign an agent to each department, pick a voice, and wire up handoffs without code. Calls route to a reservation agent, a concierge, or a human based on rules the hotel sets. Hotel staff can change the flow themselves as the property's needs shift.
Smart Transfer with AI Summary
When a guest needs a person, the call transfers with an AI summary, stay details, and the full transcript already loaded. Staff pick up knowing the complaint, the room, and what's already been offered. Nobody makes an angry guest repeat their story, which is where a lot of escalations get worse.
AI Insights Dashboard
Every conversation feeds an analytics view that surfaces trends, complaints, and opportunities. The dashboard flags things like a spike in spa questions or a cluster of room service wait-time complaints and suggests a fix. Over time this turns the call log into a list of root causes the hotel can actually act on.
Pros and cons
Pros
- Answers calls, texts, and emails in one place, so guests never hit voicemail or hold music.
- Detects and switches languages automatically, which covers international guests without hiring multilingual staff.
- Loads guest and reservation context before the call is picked up, making replies feel personal rather than scripted.
- Smart transfer hands staff a full AI summary and transcript, so escalations start from context.
- Every plan includes a 14-day free trial with no credit card, so a hotel can test it before committing.
Cons
- Built only for hospitality, so it won't work as a general business phone system.
- Quality depends on the knowledge base: if policies and menus aren't uploaded, the agent can't answer questions about them.
- Full API access and custom PMS integrations are limited to the higher portfolio tier.
- The free trial is time-boxed at 14 days, so a hotel has to evaluate it quickly.
Frequently asked questions
Riviera is a hotel AI platform built around a voice agent. It answers guest calls, texts, and emails, handles hotel reservations and room service orders, and transfers to a human when a guest needs one.
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