The hotel
Hotel Antiguo Camino is an independent boutique located in Villa General Belgrano, Córdoba, Argentina. It is not a single property: Sergio, its owner, manages four properties in total, which makes the day-to-day operation especially demanding.
Sergio comes from a tech background and is an early adopter by nature. He has been working with WeSpeak for more than three years, making him one of the clients who best understands how to get the most out of the tool in a hotel's everyday operation.
The challenge
Before WeSpeak, Sergio handled all of WhatsApp manually, relying on around twenty saved replies to speed up customer service. Even so, the operation depended entirely on him and his availability.
His phone went everywhere with him, twenty-four hours a day: at meals, during moments with family, always in his pocket. The underlying fear was constant: if he didn't reply instantly, he could lose a reservation. Matching an incoming inquiry with the right property across several properties added even more complexity.
The WeSpeak solution
With WeSpeak, multi-property management was solved from day one: the AI handles inquiries for the different properties and routes them correctly, without Sergio having to step in on every message.
The assistant answers around the clock, never has a bad day, and stays focused on the hotel's knowledge base, delivering clear and accurate information. WeSpeak also integrates reservations and payments within the same conversation, something key for Sergio as he moves forward with the migration of his PMS.
Results
Today more than fifty percent of Sergio's reservations come through WeSpeak, and about half of them are direct bookings. Because he measures every distribution channel, he can clearly see that WhatsApp is a channel that grows organically and, in his words, has no limit.
The deepest change is both operational and personal: customer service no longer depends on having the phone in hand at all hours. The AI doesn't just inform, it informs well and has a direct impact on the reservation, freeing Sergio from the manual work that used to follow him all day.
“It doesn't just inform: it doesn't make mistakes, it informs very clearly, and it also impacts the reservation. That's the magic: I no longer work.”
