> ## Documentation Index
> Fetch the complete documentation index at: https://docs.recepai.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# What to upload
> What belongs in your receptionist's library, and how to write it so she can actually use it.
Your receptionist is only as good as her library. This page is the short version of everything we have learned about writing one.
**The single most useful idea on this page:** she answers a guest by finding the part of your library that covers their question. So each part has to make sense **on its own**, without the paragraphs around it.
***
## The one rule that matters most
Write every section so it can be read alone and still answer the question completely.
```text ✅ Works alone theme={null}
## Late checkout
Standard checkout at Hotel Marina is 12:00. Subject to availability, late
checkout until 15:00 is 500 per room, arranged at reception on the morning
of departure. After 15:00, a full extra night is charged.
```
```text ❌ Depends on what came before theme={null}
## Late checkout
As mentioned above, this is also possible. The same fee applies, and the
usual conditions are valid here too.
```
The second one is perfectly clear to you, reading the whole page. Read on its own, it says nothing.
Three habits follow from this:
* **Name the subject in the section itself.** *"Breakfast at Hotel Marina is served…"*, not *"It is served…"*
* **Never write "as mentioned above"** or "see the section below". Repeat the fact instead. Repetition is not a flaw here.
* **Keep what belongs together, together.** A rule, its price, its exceptions and its season live in one section. Splitting the late-checkout fee away from the late-checkout rule means a guest gets half an answer.
***
## What belongs in the library
Everything a guest could ask about:
* **The hotel itself** — room types, floors, capacity, what is in a room
* **Times and hours** — check-in, checkout, breakfast, pool, spa, restaurants, reception
* **Prices** — anything a guest may be charged for
* **Policies** — children, pets, cancellation, smoking, extra beds, visitors
* **Food and drink** — outlets, menus, opening hours, dietary options
* **Facilities** — spa, pool, gym, meeting rooms, parking, and who may use each
* **Getting there** — directions, distances, airport transfer, taxi
* **Around the hotel** — the things guests always ask about the area
* **The questions your desk answers every day** — the ones nobody ever wrote down
***
## What does not belong
**Behaviour.** *"Always try to upsell the suite"* or *"be extra polite with agency guests"* are instructions about how she should act. They belong in [Receptionist](/ai-manager/receptionist/overview). In the library they would be treated as facts about your hotel.
**Anything private.** Staff phone numbers, internal passwords, door and safe codes, banking details, supplier contacts, security procedures. Assume a guest could read anything in the library — because that is what it is for.
A guest's own Wi-Fi password belongs in the library. Your admin password does not. The test is not *"does this look secret?"* — it is *"is this for the guest?"*
**Anything you are not sure about.** An invented fact is worse than a missing one. She will say honestly when she doesn't know; she cannot know when she has been told something false.
***
## How to write it
### Answer first, and never bare
Restate the subject inside the answer. A guest reading *"Yes."* on its own learns nothing.
* ❌ *"Yes, we do."*
* ✅ *"Hotel Marina has a heated indoor pool, open 07:00–21:00."*
### Put the condition before the answer
If something depends on availability, season or a fee, say the condition first. Otherwise the guest reads a promise and stops.
* ❌ *"Yes, you can have a late checkout. If rooms are available, and there is a fee."*
* ✅ *"Subject to availability, late checkout until 15:00 is possible for 500 per room."*
### Use your guests' words
Head each section the way a guest would ask. Questions as headings are welcome.
* ❌ *"F\&B Outlet Operating Parameters"*
* ✅ *"What time is breakfast?"*
If your guests use two words for the same thing, put the second one in brackets once: *"Barber (men's hairdresser)"*.
### Be specific, and date what moves
* ❌ *"Open until late"* → ✅ *"Open 09:00–18:00"*
* ❌ *"Close to the beach"* → ✅ *"400 m from the beach, about a five-minute walk"*
* Prices and seasonal hours: write the period they apply to, so an old document is obvious when you find it.
### One name per thing
If your restaurant is *Terrace* in one document and *Terrace Restaurant* in another and *the roof restaurant* in a third, pick one and use it everywhere.
### Say who each answer is for
If members, walk-in visitors and day guests get different answers, write all three in the same section. Otherwise she gives one group's answer to another group.
### Tables
The editor has no tables, and complex ones do not survive anyway. A simple list works better:
```text theme={null}
Massage, 60 minutes — 1,200
Massage, 90 minutes — 1,700
Facial, 45 minutes — 900
```
***
## Say what you do not have
This is the one most hotels skip, and it prevents a whole class of bad conversations.
If guests routinely ask for something your hotel does not offer, **write that down too**:
```text theme={null}
## Airport shuttle
Hotel Marina does not operate an airport shuttle. Reception can arrange a
private transfer on request; a taxi from the airport takes about 40 minutes.
```
Without that section, she has nothing to find, and the guest gets a vaguer answer than the honest one you would have given.
***
## When two documents disagree
Do not pick a side. If your fact sheet says the pool closes at 20:00 and your website says 21:00, one of them is wrong and you may not be the person who knows which. Find out, fix the source, then upload. Uploading both leaves her with two answers to the same question.
***
## Before you upload — a short checklist
Cover the rest of the page with your hand. Does the section still answer the question?
Not *"it opens at 7"* — *"the pool opens at 7"*.
Anything depending on availability, season or a fee says so first.
They should read like questions your guests ask, not like internal department names.
Prices, hours and seasons. An out-of-date number is worse than none.
Instructions about how she should act belong on the Receptionist screens.
Staff contacts, internal codes, supplier details — take them out.
***
## After you upload
Ask her the five questions your guests ask most, and check the answers against your own documents.
When she gets one wrong, the document is usually the thing to fix — not her.