Travel & Hospitality
Orange County Hotels rebuilt guest communication with AI.
For the room and service requests guests send over WhatsApp and Telegram during their stay, newads AI workers brought response time down from minutes to seconds.
8 min → 12 sec
Average response time
%50
Operational cost reduction
%94
Guest satisfaction
%80
Requests handled automatically
The Challenge
When the season opened, demand exploded.
- Thousands of simultaneous in-stay room and service requests via WhatsApp, Telegram and phone.
- An 8-minute average response time, with delayed and missed guest requests during busy hours.
- The need for consistent service to an international audience speaking TR, EN, DE and RU.
- Rising staffing and operational costs to absorb seasonal demand spikes.
The Solution
A digital team on every channel, in every language, without pause.
24/7 AI workers
A digital team answering booking, room-service and complaint requests in seconds, day and night.
Messaging in one panel
Requests from WhatsApp, Telegram and phone unified in one place and answered with full guest-history context.
Multilingual replies
Automatic, natural and consistent communication in TR, EN, DE and RU.
Smart human hand-off
Complex or sensitive cases were routed instantly to the right human team, with full context.
“With our AI workers we cut customer response time from 8 minutes to 12 seconds. We halved operational costs while raising guest satisfaction to 94%.”
Mehmet Demir · Director of Digital Transformation, Orange County Hotels