How Visito changed 90% of guest conversations at Colombia’s The Dreamer

“Visito has been a game-changer for Dreamer. Its reliable automation frees our teams to focus on what matters most: the daily guest experience. We love the unified Meta inbox, which keeps all guest interactions in one place so no question or comment ever goes unnoticed. The AI is truly intelligent, learning from our own data bank to provide smart, consistent responses that feel personal. It has made our communication seamless and our service stronger.” — Eric Hamblett, Hospitality Entrepreneur & Sales Leader

Customer: The Dreamer, Colombia. Channels: WhatsApp, Instagram, and Messenger. Result: more than 90% of guest communications handled automatically across all four properties.

The Dreamer is a Colombian hostel brand built around social travel, with four properties where the focus is on people, shared spaces, and local experiences rather than simply heads in beds. Guests come for the atmosphere, to meet other travelers, join activities, and feel part of a community. This has helped The Dreamer become one of Colombia’s fastest-growing hospitality brands.

That growth brings a high volume of questions and inquiries from every imaginable channel. WhatsApp, in particular, has become the main point of contact. Fast, personal replies are now a key part of the brand experience and have helped drive success across the business.

Over time, The Dreamer grew from a single hostel into a network of four, all carrying the same vibrant, welcoming, and relaxed identity. That growth brought more guests, more conversations, and more demand on reception teams. WhatsApp became central to how guests communicated—asking about availability, getting directions, checking Wi-Fi and tours, and staying in touch before and after their stay. With four properties and multiple messaging channels, the informal approach of replying wherever a guest wrote began to show strain.

There was no single view of guest conversations across the four properties. Conversations became disjointed and inconsistent, while staff spent hours each day sending repetitive messages instead of helping guests on site.

The reliance on human input for WhatsApp also left less room to use the channel for pre-arrival, on-stay, and post-stay communication that could improve the guest experience and generate new bookings.

The Dreamer needed to centralize messaging and automate routine conversations while keeping the human, hostel-style tone guests expected.

The Dreamer chose Visito because it provided a single, easy-to-use dashboard for every guest messaging channel and property. The team connected WhatsApp, Instagram, Facebook Messenger, and website chat in one unified inbox across all four locations.

Implementation was fast. The WhatsApp Business API was connected in minutes, and all four properties were brought into one inbox without disrupting existing workflows. The team could then configure automation flows and train the AI on its own content without technical heavy lifting. Ongoing support and clear controls over what the AI says made it easy to keep messaging on-brand as usage scaled.

Visito’s AI agents were trained on The Dreamer’s content and policies so they could respond in the brand’s voice and hand conversations to staff when human judgment was required. The team reduced the time spent juggling messaging platforms and redirected staff toward the guest experience.

The transformation is clear in both the numbers and daily operations. The Dreamer now handles more than 30,000 messages every month, with about 94% automated—from booking confirmations to post-stay follow-ups.

Instead of juggling separate inboxes, the team works from one dashboard. This reduced communication silos across the four hostels and removed a large amount of repetitive work from reception. Automation also made upselling feel natural rather than pushy: timely discounts and activity suggestions increased engagement with tours and add-ons, while proactive information before and during a stay reduced confusion and repeat questions about logistics.

“We love the unified Meta inbox, which keeps all guest interactions in one place so no question or comment ever goes unnoticed. The AI is truly intelligent, learning from our own data bank to provide smart, consistent responses that feel personal,” explains Eric Hamblett, The Dreamer’s Sales Leader.

Guests feel the impact too. Response times for common questions have dropped from hours to seconds, setting the tone for a smoother and more reliable experience. Post-stay messages keep the relationship going, reinforce The Dreamer’s brand, and encourage happy guests to return with targeted incentives when appropriate.

With fewer routine questions to answer manually, reception teams can put more energy into what makes the hostels special: creating a lively social atmosphere and helping travelers connect with authentic local experiences.

Independent hostel brands can handle massive communication volumes across multiple properties without increasing staff workload or compromising authentic hospitality. The Dreamer’s story shows that strategic automation creates better-informed guests, more efficient teams, and measurable revenue growth through activity bookings and return visits. Visito helped The Dreamer turn WhatsApp into a consistent channel for communication and conversion.

Start your free trial or schedule a demo with our team to see how Visito can centralize communication, automate guest messaging, and boost direct bookings across all your properties.