Chatbot con IA de HiJiffy automatiza el 89 % de consultas y genera 733.000 € en GHT Hotels

GUEST EXPERIENCE

GHT Hotels uses HiJiffy’s AI Booking Assistant to automatically answer guest questions and help travellers book rooms directly on their website, day and night. Since launching the tool, they now automate 89% of enquiries and have generated €733,000 in direct revenue through the chatbot alone.

Why it matters: This case study shows how GHT Hotels solved slow response times and limited support hours by adding an AI chatbot that works around the clock. Automating routine questions has freed up their team, improved guest satisfaction, and increased direct bookings — proving that practical AI can deliver measurable results for hotels.

HiJiffy’s AI Booking Assistant is an automated chat tool that answers guests’ most common questions about rooms, prices, and hotel services at any time. It guides travellers through the booking process directly in the chat and passes complex requests to staff when needed. GHT Hotels uses it to handle thousands of enquiries quickly, cut wait times, and convert more visitors into confirmed direct bookings — giving their team more time to focus on guests who need personal help.

Top 3 Core Objectives: Automate guest enquiries, improve response times, and boost direct bookings by integrating an AI-powered solution into daily hotel operations.

Automate Customer Service: GHT Hotels wanted to handle common guest questions automatically to reduce wait times, manage more conversations at once, and provide answers outside working hours.
Increase Direct Bookings: They aimed to make it easier for guests to book directly through the hotel’s website by guiding travellers through the reservation process within the chat.
Collect Actionable Data: The hotel group needed detailed metrics on guest interactions and team performance to identify recurring questions, measure satisfaction, and keep improving service quality.

Innovators Mentioned

GHT Hotels

HiJiffy

Laura López

Digital Guest Experience Management

GHT Hotels

Minerva Olivella

Call Center Agent

GHT Hotels

"Since we started working with HiJiffy, the progress in our customer service has been consistent and remarkable. The platform has evolved with new features that have optimised our daily operations, allowing us to automate responses and centralise queries from different channels. This has saved us time and enabled us to focus on more personalised service, while the progressive learning of the chatbot has made conversations increasingly seamless, improving the user experience and reducing booking losses. Furthermore, the ability to launch promotional campaigns through the system has enriched our communication strategy. Another highlight has been the support from the HiJiffy team, who, from the initial integration, have shown a strong commitment to our needs, offering tailored solutions and ongoing assistance. We haven’t felt like just another ticket number but rather part of a continuous improvement process with tangible results, backed by detailed data that has allowed us to analyse performance and identify growth opportunities. HiJiffy is not a static tool but a living system, constantly evolving to help us keep improving our customer service."

Laura López

Digital Guest Experience Management

👍 Digital Guest Experience Management Laura López said that Working with HiJiffy has helped us consistently improve our customer service, automate and centralise guest communication, launch promotions, and benefit from ongoing support and data insights that keep driving real, measurable progress.:

"Since we started working with HiJiffy, the progress in our customer service has been consistent and remarkable. The platform has evolved with new features that have optimised our daily operations, allowing us to automate responses and centralise queries from different channels. This has saved us time and enabled us to focus on more personalised service, while the progressive learning of the chatbot has made conversations increasingly seamless, improving the user experience and reducing booking losses. Furthermore, the ability to launch promotional campaigns through the system has enriched our communication strategy. Another highlight has been the support from the HiJiffy team, who, from the initial integration, have shown a strong commitment to our needs, offering tailored solutions and ongoing assistance. We haven’t felt like just another ticket number but rather part of a continuous improvement process with tangible results, backed by detailed data that has allowed us to analyse performance and identify growth opportunities. HiJiffy is not a static tool but a living system, constantly evolving to help us keep improving our customer service."

⚖️ The selection process: During their research process, Minerva Olivella evaluated HiJiffy's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that HiJiffy was the best fit solution:

Call Center Agent Minerva Olivella said, about their decision: "HiJiffy is a complementary tool that optimises the performance of our Call Centre, allowing us to automate and centralise the management of our guests' frequent queries on a single platform. Thanks to this solution, we can provide detailed information and facilitate the booking process in a swift and automated way, improving both customer experience and operational efficiency. Furthermore, the platform provides access to detailed reports and global analyses, offering key insights into the system's status, such as the volume of received queries, distribution between chatbot and agents, issue resolution rates, and customer satisfaction levels. In short, HiJiffy represents an added value to our company, strengthening our commitment to excellence in customer service."

📈 The results: GHT Hotels automated guest communication, handled thousands of conversations more efficiently, and grew direct revenue through their AI Booking Assistant, all while improving guest satisfaction and freeing up the team’s time.

21,526 guest conversations were managed through the AI Booking Assistant, with 89% of enquiries resolved automatically, cutting response times and helping agents handle multiple requests at once.
Between January and December 2024, the chatbot generated €733,000 in direct booking revenue, making up 16% of total direct website bookings and showing 259% growth compared to 2022.
Customer satisfaction reached a CSAT Score of 84% thanks to faster answers and 24/7 availability, while detailed metrics gave the team clear insights to keep improving guest service.

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