AI chatbots for hotels and rentals in Mallorca

Three ways to answer

A guest chatbot can answer in three ways, and most good ones mix all three:

The useful question is not "AI or no AI?" but which questions cannot be left to improvisation. Those get a checked fixed answer; AI handles the rest.

What it needs to answer

Before you set anything up, make the list. This is the core for almost any property on the island:

• Before arrival: getting there from the airport (bus, taxi, your own transfer), check-in time, parking, whether the tourist tax applies and how much it is.
• During the stay: wifi, breakfast and opening times, pool, towels, cleaning, repairs, who to call in an emergency.
• What you sell: transfers, late check-out, welcome hampers, massages, excursions or bike hire, with the price and how to book.
• The island: which beach suits today's wind, where to eat nearby and whether it is open today, this week's markets, roads with access limits.
• Departure: check-out time, luggage storage, airport transfer.

The fastest way to build it: go through last season's emails and WhatsApp chats and note the questions that keep coming back. Thirty well-written answers cover most of day-to-day life.

Languages: German and English from day one

In 2025 Mallorca had about 13.56 million visitors. Germans made up 4.57 million (around 34%), British visitors 2.28 million (17%) and Spanish visitors 1.84 million (14%); France (756,000) and Italy (315,000) follow, and are the fastest-growing markets.

A chatbot that only answers well in Spanish leaves out half your guests. The minimum is Spanish, English and German, checked by a person rather than machine-translated and left alone. Decide how you address German guests too: "du" feels friendly and is usual in apps, "Sie" is more formal. What matters is being consistent across the property.

Where AI gets Mallorca wrong

A general model learns from what was on the internet when it was trained. Mallorca has rules that change every season, and that is where it slips:

• Formentor. In 2026, from 15 May to 18 October, 10:00 to 22:00, the Ma-2210 road was restricted: you could drive to the beach only while the car park had spaces, and only the shuttle bus, bikes, taxis and authorised vehicles could reach the lighthouse. The dates change from year to year.
• Palma's low-emission zone. Until 31 December 2026, cars with a DGT B, C, ECO or 0 label may enter; foreign-registered cars need prior authorisation from Mobipalma. From 1 January 2027, B-label cars are out.
• Low-season tourist tax. From 1 November to 30 April guests pay a quarter of the rate, not "75%", as much of the web repeats. We explain it in the 2026 tourist tax for hosts.

The practical rule: rules, dates and prices always get a fixed answer, with who checked it and when. AI can phrase it better or combine it with something else, but it should not decide the fact.

What the law requires

Saying it is an AI (EU AI Act)

From 2 August 2026, Article 50 of Regulation (EU) 2024/1689 applies: an AI system meant to interact with people must be designed so that they are told they are talking to an AI, clearly and at the latest at the first interaction, unless it is obvious. The duty falls on the system's provider: if you buy a chatbot, it is the company that supplies it (ask how it shows this); if you build one on a model yourself and run it under your name, it may be you. The 2026 reform (the "Digital Omnibus") pushed back the rules for high-risk systems, but not this one.

In practice, even if your chatbot mostly gives fixed answers, give it a name that does not sound like a member of staff and a line such as "Automated assistant for [your property]".

Reaching a person (Spain's Law 10/2025)

Spain's Law 10/2025 on customer service has been in force since 28 December 2025 and gives twelve months to adapt: until 28 December 2026. It covers companies (or groups) selling to consumers that last year had 250 or more employees, over €50 million in turnover or over €43 million on the balance sheet (any one of the three), plus basic services such as transport. For them:

• A bot cannot be the only channel: from the start and at any point in the conversation, customers must be able to ask for a person.
• On average, 95% of those requests must be answered in under three minutes.
• Where there is a co-official language, as in the Balearics, customers are served in the official language they ask for.

An agroturismo or a holiday rental will not reach those thresholds, but a mid-sized hotel group may. Even when it is not required, a "Talk to reception" button (or WhatsApp) is what keeps guests from getting frustrated.

Guest data

The chat stores names, dates and requests: personal data. The chatbot company processes that data on your behalf (it is a "processor", Article 28 GDPR), so you need its data processing agreement, and your privacy policy should mention it. Do not ask for ID numbers or card details in the chat: use guest registration and a payment gateway for that.

Setting it up in a week

1. Monday: the list of last season's questions and the documents you already have (welcome pack, house rules, menu, arrival instructions).
2. Tuesday: fixed answers for the 30 most common questions, with a review date.
3. Wednesday: English and German, checked by someone who speaks them.
4. Thursday: link each answer to what you sell: guests asking about the airport see your transfer; guests asking about departure, the late check-out.
5. Friday: your own local recommendations (your team's, not any guidebook's) and the button to reach a person.
6. Weekend: test it with real questions and with traps: "can I drive to Formentor in July?", "how much is the tourist tax in November?".

Then two reviews a year: before the season (new rules, summer hours) and at the end of it (closures, winter hours).

What to measure

• Unanswered questions: each one is a missing fixed answer. It is the most useful to-do list you will get.
• Service requests from the chat: transfers, late check-out, experiences. This is where the chatbot pays for itself.
• Conversations handed to a person, and why.
• Repeat messages to reception before and after: if guests still ask for the wifi on WhatsApp, nobody is seeing the chat.

At GetMallorca

This is how Nano, the chat in the GetMallorca app for properties, works: checked fixed answers in Spanish, English and German for what must not go wrong, linked to the property's services, plus island recommendations based on data reviewed every season.