Case Study

Turtle Bay Resort Delivers $200k in Bookings via its AI Chatbot from Book Me Bob

Heath McOrist

Myma.ai · נוֹבֶמבֶּר 15, 2022

Discover how "Honu" the chatbot at Turtle Bay Resort helped increased direct bookings, reduced FAQ phone calls and elevated the guest digital experience. Reopening in July 2021, Turtle Bay discovered that the customer’s needs and expectations had rapidly changed. Uncertainty of travel due to COVID has meant that travellers are embracing a more personalised and digital guest experience. Guests want relevant and quick responses to their inquiries, 24/7 and in a variety of languages. Turtle Bay Resort engaged Book Me Bob to create a smart, integrated digital customer experience combining chat, live chat and Google Business Messages.

Why it matters: Efficiency in operation in this challenging labor market is critical, Hoteliers must adapt and supplement their human capital with fast, smart and purpose build ai chatbot technology.

Delivers relevant and quick responses to a guest questions on your site, 24/7, on brand and in 13 languages.

Top 3 Core Objectives: Grow direct bookings, reduce FAQ phone calls, enhance client DBX and improve staff wellness.

Increase direct booking conversion: Grow the online direct booking conversion business levels
Reduce abandoned calls: Dropped calls through Reservations & Front Desk were weakening the customer experience and reducing booking conversion
Improve DBX: Improve the customer Digital Brand Experience through providing additional channels to communicate with the guest 24/7 and in a number of different languages

"Book Me Bob has delivered- increasing direct conversion on the chatbot and our website. Data capture and ingestion are instrumental in our mission to create the best client journeys possible. The technology is very fast and the AI machine learning is amazing as it strengthens our digital brand experience. We are always moving - developing and tailoring this product to meet our needs. The client support is on point, always."

Robert Marusi

Chief Commercial Officer

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👍 Chief Commercial Officer Robert Marusi said that This product delivered for Turtle Bay Resort:

"Book Me Bob has delivered- increasing direct conversion on the chatbot and our website. Data capture and ingestion are instrumental in our mission to create the best client journeys possible. The technology is very fast and the AI machine learning is amazing as it strengthens our digital brand experience. We are always moving - developing and tailoring this product to meet our needs. The client support is on point, always."

⚖️ The selection process: During their research process, Robert Marusi evaluated Myma.ai's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Myma.ai was the best fit solution:

Chief Commercial Officer Robert Marusi said, about their decision: "The ai technology, the hotel background and our relationship with the key Executives of Book Me Bob"

📈 The results: In the 7 month data collection period, the chatbot delivered an ROI of over 200x on its investment.

Direct booking conversion increased by more than 50% since re-opening, in part attributed to Book Me Bob and their chatbot tool
1500 Guests consented to provide their contact information to be remarked too
510 Booking enquires and 23 group leads were captured by the chatbot in the 7 month case study period