Where do I upload our cancellation policy or general house rules? What if the same info applies to all properties? Can I centralize our guest guidelines in one place?

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This section is ideal for uploading company-wide content such as:

• Cancellation and refund policies
• Cleaning procedures
• Check-in/check-out policies
• Standard house rules
• Any recurring info that applies to all guests and all properties

How to Upload General Operational Documents: #

1. Go to Settings
2. Click on Configuration
3. Scroll down to the section called General Operation Documents
4. Click Add Document
5. Upload your file or paste/write the content manually in the editor
6. Click Save changes

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That’s it, your company information is now available to the assistant, and it will use it when needed across all properties.

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Can I upload multiple documents? #

At the moment, the system only allows you to upload one document in this section.

If you have several documents:

• Be clear and consistent: Use simple, natural, guest-friendly language. The tone you use here will be reflected in how the assistant communicates.

• Write in your company language: Just like with property content, this info should be uploaded in your internal working language (e.g. Spanish or English). LiliHo will translate it automatically for guests.

• Don’t duplicate info: If something is already in this company-wide document, you don’t need to repeat it in every individual property.

• Focus on context, not format: Instead of structuring your content like a FAQ or Q&A, write complete explanations that stand on their own.

 

✅ Example – Passport Policy:

Before check-in, we require all guests to submit their passport details, as well as those of any accompanying guests. This is done via the link sent through the same channel used for the reservation.

💡 Avoid mentioning specific platforms like “Airbnb” or “Booking.” Use neutral language like “the channel used to make the reservation” so it applies to everyone.

 

✅ Example – Lost & Found Policy:

Due to the high volume of lost item requests, we are unable to offer shipping services. However, we will keep the item in our office’s lost and found for up to 3 months. Guests are welcome to collect it themselves or send someone on their behalf

• You can merge them into a single file using any tool you prefer (PDF, text editor, etc.)
• Or you can upload one main file and manually copy-paste or write the remaining content into the editor after upload

👉 Want More Writing Tips & Examples? If you’d like to see more real-world examples and learn how to structure your content for the assistant to work even better, check out this guide: How to Train Your Bot Like a Pro: Tips to Make It Work Flawlessly