Harbor Hotel Ghent answers every guest message before the front desk opens WhatsApp.
A WhatsApp assistant handling pre-arrival queries, room service orders, late checkout requests, and local recommendations, 24/7, without front desk involvement.
Front desk staff were spending hours on WhatsApp, answering the same questions every day.
Guests messaged constantly: check-in time, parking, breakfast hours, room service, local restaurant recommendations. Every answer required a staff member to stop what they were doing. After-hours messages sat until morning. Guest satisfaction scores were slipping not because the service was bad, but because response times were.
A WhatsApp assistant that handles every routine guest touchpoint end-to-end.
Guests message the same hotel number. The assistant responds instantly, and writes room service orders and late checkout requests directly into the property management system. Front desk staff only see messages that genuinely need a human.
Guest touchpoints mapped
Every message type catalogued from 6 months of WhatsApp history, check-in times, parking, breakfast hours, room service, late checkout, local tips, and billing questions.
Knowledge base built
Hotel policies, room categories, breakfast menu, local attraction guides, and service request procedures indexed and embedded for fast retrieval.
WhatsApp Business integration live
Assistant connected to the hotel WhatsApp number. Guests message the same number they always did, the AI handles immediately, escalates to front desk only when genuinely needed.
PMS hooks added
Late checkout requests, room service orders, and wake-up call bookings written directly into the property management system via API, zero manual relay from front desk.
Guests get instant answers. Staff focus on guests in front of them.
Queries answered instantly
Eight in nine guest messages handled by the assistant without any staff involvement, including after hours.
NPS improvement
Guest satisfaction scores rose 24 points in the first quarter after deployment. Response time was the top cited improvement.
After-hours messages missed
Every message received a reply within seconds, regardless of time. No more morning backlogs.
Days to production
From kick-off to a live assistant handling real guest messages in ten days.
The smallest stack that solved the problem.
A WhatsApp assistant
that never sleeps.
30-minute call. We'll map your highest-volume message types and scope what it takes to automate them, free, no deck.