AX Hotels achieves a 93% automation rate and 86% WhatsApp open rate across the full guest journey with HiJiffy

GUEST EXPERIENCE

Running a multi-property hotel group in one of Europe’s most visited island destinations means guest communication never really stops. From the moment someone considers a booking to the final moments of their stay, there are questions to answer, services to promote, and experiences to deliver across every touchpoint. For AX Hotels, keeping up with that demand while giving its front office and reservations teams the space to focus on genuine hospitality was the core challenge. The group needed a way to handle high volumes of routine enquiries quickly and accurately, support guests throughout their entire stay, and turn those interactions into real commercial outcomes, including direct bookings and add-on purchases.

Why it matters: Today, HiJiffy supports eight AX Hotels properties through the booking and pre-stay phase, with AX ODYCY going a step further, using the platform to engage guests from the moment they book all the way through to check-out.

This success story explores how AX Hotels used HiJiffy to do exactly that, achieving a 93% automation rate across more than 50,000 conversations and an open rate of 86% on WhatsApp campaigns.

Top 3 Core Objectives: With HiJiffy’s Guest Communications Hub in place, AX Hotels deployed the platform across several key areas of the guest journey.

Automating FAQs across channels: HiJiffy’s conversational AI handles the most common guest enquiries automatically, covering everything from swimming pool availability and meal plans to restaurant options and breakfast arrangements. Guests receive instant, accurate answers at any time of day, without needing to wait for a member of staff to be available.
Centralised communication across channels: All guest conversations, whether via the hotel website, WhatsApp, or OTA messaging platforms, are managed through a single console. This gives the team a clear, organised view of all incoming enquiries and ensures guests receive consistent responses regardless of how they choose to get in touch.
WhatsApp Campaigns: At AX ODYCY Hotel, HiJiffy’s WhatsApp campaign functionality covers the full guest journey, from pre-arrival messages and check-in campaigns to in-stay messages promoting dining, add-ons, and additional services at exactly the right moment. Pre-arrival and check-in campaigns are also active across all eight AX Hotels properties.

Innovators Mentioned

AX Hotels

HiJiffy

Kevin Callus

General Manager, AX Hotels

AX Hotels

Joseph Vella

General Manager, AX Hotels

AX Hotels

"Guest expectations today are shaped by speed and convenience, but that doesn’t mean hospitality should feel automated. HiJiffy allowed us to remove the pressure of repetitive enquiries from our front office teams while still giving guests instant, accurate responses whenever they need them. The result is a smoother operation behind the scenes and a more confident, informed guest experience from the very first interaction."

Kevin Callus

General Manager, AX Hotels

👍 General Manager, AX Hotels Kevin Callus said that Guest expectations today are shaped by speed and convenience, but that doesn’t mean hospitality should feel automated.:

"Guest expectations today are shaped by speed and convenience, but that doesn’t mean hospitality should feel automated. HiJiffy allowed us to remove the pressure of repetitive enquiries from our front office teams while still giving guests instant, accurate responses whenever they need them. The result is a smoother operation behind the scenes and a more confident, informed guest experience from the very first interaction."

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

General Manager, AX Hotels Joseph Vella said, about their decision: "What impressed us most was how seamlessly HiJiffy fits into the guest journey. From pre‑arrival communication to in‑stay messaging, it helps us engage guests at exactly the right moments, whether that’s answering questions or promoting relevant add‑ons. It’s not just about efficiency; it’s about turning conversations into meaningful experiences and measurable revenue without losing the personal touch."

📈 The results: From February 2025 to February 2026, AX Hotels recorded strong, measurable results across automation, revenue, and guest satisfaction.