The hotel
Oro Verde Hotels is an Ecuadorian hotel chain with properties in the country's main cities. With several hotels operating at once, digital guest service was a key front: each property received a high volume of inquiries through digital channels, and keeping response quality consistent across the chain demanded more and more staff.
Management wanted to raise the service standard without multiplying the structure, and to do it with a consistent experience across properties.
The challenge
The challenge was twofold: responding quickly on every digital channel of every property, and making that service drive direct sales instead of pushing volume to the OTAs.
Manual service handled each conversation well, but it didn't scale: demand peaks and overnight hours were left uncovered.
The WeSpeak solution
With WeSpeak, Oro Verde added an AI assistant that answers guest inquiries instantly, 24/7, with each property's own information.
The team now steps in only for cases that require human judgment, with the full conversation in view, and the chain gained uniform digital service across its hotels.
Results
87% of inquiries are now resolved automatically and direct bookings grew by 23%.
Customer satisfaction reached 89%, with a consistent response standard across the chain.
