The hotel
Gran Hotel Victoria is an 85-room 3-star hotel located in Cordoba, Argentina.
A large share of its guests come for medical tourism and as parents visiting their student children.
Its reservation mix is roughly 40% from OTAs and 60% direct.
Ezequiel, in charge of sales and marketing, was looking for a way to stop losing inquiries that came in through WhatsApp.
The challenge
Before WeSpeak, WhatsApp was handled by reception, with a single person per shift.
In the best case they replied in 15 minutes, but often the answer only came the next day.
Since many reservations were for the same day, that delay caused the hotel to lose reservations.
Volume was around 1,100 messages per month, about 40 a day, hard to cover with one person per shift.
The biggest concern before adopting AI was hallucinations: that the assistant might invent prices or amenities the hotel does not have.
The WeSpeak solution
The implementation was technically simple.
In a couple of weeks they trained the team and loaded the hotel's information.
The AI assistant, named Sofia, was ready to answer on WhatsApp 24 hours a day.
Sofia works on the hotel's real information, so it passes the correct prices and does not invent amenities.
Results
Response time became instant and available 24/7.
Reception's workload dropped sharply: they now supervise instead of answering everything.
Conversations close reservations autonomously.
The assistant does not invent information and passes the correct prices.
Sofia is now part of the experience: many guests arrive at the hotel and ask for her.
“My biggest concern was hallucinations. And honestly, it doesn't make things up: it passes the prices it's supposed to pass. Response time was essential and it became instant. Our assistant is named Sofia, and many guests arrive at the hotel and ask for Sofia.”
