The hotel
Amara Tepoztlán is a boutique wellness hotel located in Tepoztlán, a 'pueblo mágico' less than an hour from Mexico City.
It has 6 to 7 lofts and combines yoga, a restaurant and a pool in an experience designed for rest and connection.
Around 90% of its guests are couples traveling for romantic getaways, so every conversation and every booking carries a very high value.
Omar Avelino is the hotel's founder and general director.
The challenge
Before WeSpeak, all contact points (WhatsApp and phone) ran through Omar's personal number, which made them impossible to manage well.
Omar answered late, briefly, or sometimes not at all, and that translated into lost bookings.
Many people wrote at one in the morning expecting an immediate answer.
Quick-reply templates were too rigid to sustain real conversations with guests.
The WeSpeak solution
Omar chose WeSpeak because it was the only option focused 100% on hotels: 'we are hoteliers, we understand your business', versus generic AI tools built for influencers or courses.
He implemented Ana, WeSpeak's AI assistant, to handle WhatsApp with instant, warm answers available 24/7.
Ana responds with full information about price, availability and the hotel experience, keeping the close, personal tone the brand needs.
Results
Guests often think Ana is a real person because of how natural and warm her answers are.
Several reviews thank Ana directly, and some guests even arrive at the hotel and ask for her.
On a Super Bowl Sunday at seven in the evening, a couple messaged Amara: Ana handled the entire conversation and the booking for that same night closed; without an instant response, that reservation would have been lost.
After about four months with WeSpeak, Ana became a key part of the hotel's operation.
“Ana is the best employee in Amara Tepoztlán's history. For me the key was: they are hoteliers, they understand my business. A Super Bowl Sunday at 7 in the evening; without Ana, that reservation would have been lost.”
