From message overload to automation: How Playa Victoria increased direct bookings with AI

The challenge: Managing high volumes of guest messages with slow response times

Playa Victoria, a beachfront hotel with over 100 rooms, faced an overwhelming volume of guest messages across WhatsApp, Instagram, and social media. Every day, potential guests reached out with questions about pricing, availability, and amenities. However, with a small team manually handling hundreds of messages, response times were slow, leading to missed booking opportunities.

Slow responses led to lost bookings

Modern travelers expect instant responses. If a hotel takes too long to reply, potential guests often move on to book elsewhere. Playa Victoria’s team found themselves stuck in a reactive mode, answering repetitive questions instead of focusing on delivering an exceptional guest experience.

On top of that, the hotel relied heavily on Online Travel Agencies (OTAs) for reservations. While OTAs provided exposure, they also charged high commissions, reducing profitability. Without an efficient system to convert direct messages into bookings, the hotel struggled to reduce its dependency on third-party platforms.

The solution: AI-powered automation with Visito

To overcome these challenges, Playa Victoria implemented Visito, an AI-powered guest communication platform designed to automate responses and streamline the booking process. The results were immediate—automation allowed the hotel to handle inquiries efficiently while significantly improving response times.

Automating guest communication and reservations

With Visito, the hotel transformed how it handled guest interactions:

• Instant booking assistance – Guests could check availability, view real-time pricing, and complete their reservations directly through WhatsApp and Instagram without waiting for a staff response.
• Automated follow-ups – If a guest didn’t complete the booking process, Visito sent reminders, reducing lost opportunities.
• A centralized inbox – The team could manage all guest messages from one place, making communication more efficient.

Seamless integration with Cloudbeds

To ensure accurate pricing and availability, Visito seamlessly integrated with Cloudbeds, the hotel’s Property Management System (PMS). This allowed real-time updates without manual intervention, ensuring that guests always had the latest information.

By combining AI automation with a direct connection to their PMS, Playa Victoria created a frictionless experience for potential guests, increasing their chances of securing direct reservations.

The results: Increased bookings and higher efficiency

More reservations with less manual work

Playa Victoria’s investment in AI-driven automation quickly paid off. By reducing the manual workload and ensuring instant responses, the hotel saw a dramatic improvement in guest engagement and direct bookings.

Before implementing Visito, staff members were spending hours every day answering repetitive questions. Now, with automated responses handling 74% of messages, they could redirect their focus to high-value interactions, such as providing personalized recommendations and enhancing the guest experience.

Key results

• 74% of guest messages automated, allowing the team to focus on personalized service.
• 233 hours saved in just eight months, significantly reducing operational strain.
• Higher direct booking rates, thanks to instant responses and a seamless reservation process.
• 9X ROI, proving the financial impact of automation and streamlined operations.

By making the booking process smoother and faster, Playa Victoria converted more guest interactions into confirmed stays—without increasing staff workload.

The impact: More bookings, less effort

A game-changer for guest communication

Before using Visito, slow responses and manual processes meant that many potential guests abandoned the booking process. Now, with AI-driven automation, Playa Victoria ensures that every guest receives a quick and accurate response, keeping them engaged and increasing the likelihood of a direct reservation.

Guests no longer have to wait for a response—they can check availability, view pricing, and book their stay instantly through WhatsApp and Instagram. This level of efficiency not only improves the guest experience but also directly impacts revenue.

“Visito helps us generate bookings on WhatsApp while we sleep. We’ve seen a huge increase in reservations while saving time and reducing costs. It's the perfect solution for hotels looking to automate without losing the human touch.”
— María Heredia Osuna, Owner, Hotel Playa Victoria

By reducing reliance on OTAs, improving response times, and automating a significant portion of guest communication, the hotel has created a scalable, efficient, and profitable booking process.

Ready to increase your direct bookings?

If you're looking to optimize guest communication and drive more direct reservations, start with a free trial of Visito or book a demo to see how automation can transform your hotel operations.