Overview
LuxeStay, a high-end boutique hotel group operating across multiple European cities, aimed to elevate its guest experience while reducing operational strain on its front desk teams. With guests frequently calling or messaging to inquire about room availability, amenities, check-in/check-out processes, and reservations, the staff was often overwhelmed—especially during peak hours.
To remain competitive in the luxury hospitality space, LuxeStay partnered with Quark Digi to implement an AI-powered customer experience strategy—offering guests seamless, multilingual, and 24/7 support across voice and chat platforms.
🎯 The Challenge
- ❌ High call volumes overwhelmed the front desk, leading to missed reservations and service delays
- ❌ Inconsistent guest communication across platforms (phone, WhatsApp, email, and website)
- ❌ Repetitive inquiries wasted valuable time for staff
- ❌ Manual reservation handling slowed down operations and led to booking errors
🤖 The Solution: Quark Digi’s Voice & Chat AI for Hospitality
Quark Digi deployed a customized Quark Voice AI and Quark Chat AI solution designed specifically for the hospitality industry—connecting seamlessly with LuxeStay’s booking system and guest services tools.
🔹 Quark Voice AI – Smart Hotel Concierge
- Answered guest calls 24/7 with real-time room availability, booking management, and check-in FAQs
- Handled inquiries in English, German, and French, switching languages automatically based on caller input
- Used voice-to-text transcription & call summaries for seamless staff handover when needed
🔹 Quark Chat AI – AI Concierge via WhatsApp & Website
- Provided real-time chat support for room bookings, special requests, local recommendations, and upgrades
- Connected with LuxeStay’s CRM to personalize responses based on guest history
- Supported hybrid handover to live agents for complex or VIP requests
🔹 Omnichannel Integration
- Unified guest communications across web chat, WhatsApp, Facebook Messenger, mobile app, and phone line
- Maintained conversation context and guest preferences across all platforms
⚙️ Implementation Workflow
1️⃣ Discovery & Experience Mapping
- Mapped all common guest interactions across platforms
- Identified key moments of friction in customer journey
2️⃣ Custom AI Design & Language Training
- Trained AI models on LuxeStay’s service tone, FAQs, booking logic, and multilingual dataset
3️⃣ Pilot Deployment & Staff Onboarding
- Rolled out in 2 hotel locations with a 2-week test period
- Staff trained to manage hybrid interactions and AI escalations
4️⃣ Full Launch & AI Optimization
- Scaled across all hotel branches after 4 weeks of testing
- AI models updated continuously with feedback & new guest data
📈 The Impact
- ✅ 92% of guest inquiries fully handled by AI with no human involvement
- ✅ 70% drop in missed calls, improving booking rates and guest satisfaction
- ✅ 30% faster check-in & inquiry resolution, thanks to AI automation
- ✅ Significant cost savings by reducing front desk workload and overtime hours
- ✅ Boost in guest reviews & loyalty due to fast, multilingual, and personalized service
🏨 Why It Worked
The hospitality sector demands high-touch service, but guest expectations for instant, digital support are rising. LuxeStay’s solution proves that AI-powered voice and chat can elevate brand experience without losing the personal touch—when implemented with hybrid support and smart escalation.
🚀 Conclusion
With Quark Digi’s AI-powered customer experience solutions, LuxeStay reimagined its guest service model—delivering luxury-level support at scale. Voice AI answered every call, Chat AI engaged every guest, and staff were free to focus on delivering unforgettable in-person hospitality.
📌 Are you in hospitality and ready to scale your service without compromising quality?
Let’s create an AI solution tailored to your guests’ needs.
