Hi, I'm Gonzalo 👋
Today we have a hands-on edition: I'd like to give you a prompt to use right away, talk about a real case I loved, cover something you should never automate in your hotel, and show you a mistake I've seen repeated across thousands of conversations. Let's go.
⚡ Today's prompt
Your guests have already told you why they choose you… it's written in your reviews. This prompt turns them into your best sales arguments. Copy it, paste your reviews and use what comes out, on your WhatsApp and your social media:
«You are a hotel marketing expert. I'm going to paste my hotel's latest reviews. Analyze them and tell me three things: 1) the top 3 reasons guests choose and love my hotel, in the exact words they use; 2) what type of guest enjoys my hotel the most; and 3) a short, warm line I can use to sell those strengths over WhatsApp. Here are the reviews: [paste your reviews]»
In 30 seconds you'll have, in black and white, what makes you different. And that's gold for selling.
🎬 Real case: from 27,000 messages by hand… to breaking records
I have to show you this. Grupo Pinares got to the point of answering more than 27,000 messages manually at their hotel.
Imagine what that means: an entire team behind the phone, day and night, trying to make sure no inquiry goes unanswered. Today that story is a different one.
With AI working alongside them, they didn't just stop drowning in messages: they're breaking records. They tell it themselves, much better than I could summarize it.
It's the best proof of something I always repeat: technology isn't here to replace the team, it's here to take the weight off their shoulders so they can do what really matters.
Check out the Grupo Pinares case here 👇
WATCH THE FULL VIDEO
🤝 What you should never automate in your hotel
This is coming from me, of all people — I spend my life talking about technology. But precisely for that reason I want to be clear: not everything in a hotel should be automated, and confusing this gets expensive.
Technology is great at one thing: taking the repetitive off your plate. Instantly answering an availability inquiry, sending the confirmation, reminding the guest of the check-in time, doing a follow-up that otherwise nobody would do.
All of that, delegate it guilt-free. It's work that doesn't need a human heart behind it, and that, done by hand, burns your team out. But there's a line you shouldn't cross. There are moments when the guest doesn't want efficiency: they want to feel seen. And no machine does that well:
- The welcome. When someone arrives exhausted from a trip, a person greeting them warmly is worth more than any flawless process.
- The problem or the complaint. Something went wrong and the guest is upset. That's where loyalty is won or lost, and it's won with empathy, not with an automated message.
- The emotional moment. A honeymoon, an anniversary, a dream trip. Those people aren't looking for a quick rate: they're looking for someone who understands why that trip matters.
- The unexpected gesture. The detail nobody asked for that turns a stay into a story the guest will tell. That can't be programmed: it's felt.
The rule I use is simple: let technology take care of what drains, so your people have the time and energy for what moves. A hotel that automates the repetitive and humanizes the important doesn't become colder. It becomes more hospitable, because it frees people up to do the one thing that truly can't be delegated: caring for another person.
Technology isn't here to take away your humanity. Used well, it gives you back the time to be even more human.
🚨 The mistake we see in almost every hotel that's just arriving
When a hotel joins WeSpeak, the first thing we do is look at how it had been handling its inquiries by hand. And a pattern shows up almost every time: around 40% of conversations die out after the first message.
What happens there? The guest writes, someone at the hotel replies once —often just with a price—, and the conversation dies. Nobody asks a follow-up question, nobody follows up. The lead isn't lost because the hotel is expensive or far away. It's lost to silence.
And to be clear, it's not the hotel team's fault: it's what happens when everything depends on a person having a free minute to answer. Without a system behind them, messages pile up and many fall through the cracks.
Here's the important part: that mistake is one of the easiest to fix. Two moves change the game:
- Never end with a full stop: instead of «the rate is X», finish with a question: «What dates were you thinking of?». A living conversation is a possible booking.
- Always follow up: if the guest didn't reply, a friendly second message the next day recovers an enormous number of bookings that seemed lost. Most hotels, managing by hand, never send it.
The hotel that understands this stops losing bookings to silence. And those are, almost always, the easiest ones to recover.
What did you think of this edition?
If you think it could help someone else, share it with them. And if you have doubts, suggestions or a question for me, I'd love to hear from you.
See you in the next edition!
Gonzalo.
