Termales Los Volcanes is a comprehensive natural hot springs resort in Colombia, featuring hotel accommodations, spa services, camping facilities, restaurant dining, and parking amenities.

To attract and maintain guests with so many different amenities and features, the resort built a strong digital presence across multiple social channels. But managing communications across their growing customer base created significant operational challenges for their small team.

The challenge: high-volume messaging across diverse resort services

The resort was handling thousands of daily messages from potential guests across WhatsApp, Instagram, and Facebook Messenger. Travelers asked questions from various topics:

• What were the thermal pool temperatures?
• Hotel availability?
• What kind of spa treatments are available?
• Do you need camping reservations?
• Restaurant hours?

Staff spent most of their time answering similar questions and switching between platforms, consistently. This meant that during peak seasons and promotional campaigns- many potential bookings were lost when guests received delayed responses or moved to competitors with faster communication. The personalized service that defined their hospitality was compromised by the difficulty of having to manage so many high-volume digital communications efficiently.

The solution: unified communications with intelligent automation

By integrating Visito into their customer-service channels and consolidating all guest communications into its single dashboard, Termales Los Volcanes was able to automatically respond timely, across all of the resort's channels while still maintaining that warm, knowledgeable service that they were known for. Visito handled frequent questions automatically while ensuring more complex requests reached staff immediately.

Real-time information, real fast: when a guest messaged about hotel availability on any platform, Visito provided real-time pricing and room availability through Cloudbeds integration. Guests received detailed information about thermal pools, spa services, camping facilities, and dining options without waiting for staff responses.

Right guest, right response, right away: as Visito was able to quickly answer more general inquirers, questions that required more complex solutions like special treatments or complicated itineraries were transferred with full conversations to staff, helping them prioritize the right inquiries that needed more support.

Same voice, smarter delivery: Termales Los Volcanes were quickly able to train Visito on its distinctive voice and brand. Ensuring that when helpful recommendations about thermal experiences and facility information were shared, it felt like speaking with one of their experienced hospitality professionals rather than an automated system.

The results spoke for themselves...

Over 90% automation rate: routine questions handled without staff intervention.

Significant time savings: hundreds of hours saved monthly that would otherwise require multiple additional staff members.

Unified communication management: all messaging channels consolidated into one platform for streamlined operations, ensuring everyone got answered.

24/7 guest support: immediate responses regardless of time zone or staff availability.

Enhanced promotional campaign support: automated handling of high-volume traffic from social media marketing campaigns.

Why does this matter for multi-service hospitality venues?

Multi-facility venues face unique challenges managing communications across diverse service offerings. Termales Los Volcanes demonstrates how venues can handle complex inquiries about multiple amenities while maintaining the personal attention guests expect.

The key is strategic automation that handles routine questions about facilities, hours, and availability while preserving human involvement for specialized requests.

By automating routine communications, multi-service venues can focus staff time on what makes them special: creating memorable experiences and ensuring guest satisfaction across all facilities.

Testimonial

"Visito has greatly changed the way we handle communication with our customers. Customers now not only receive a prompt and friendly response at any time, but they also have the possibility to get immediate information about accommodations and make their hotel reservations, which has been a great help for us. The customer service is excellent, and the integration was simple."

-Margarita, general manager.

Key takeaway

Multi-service hospitality venues can manage thousands of daily messages across multiple channels without compromising service quality or requiring additional staff. Termales Los Volcanes proves that automation works best when it enhances human service rather than replacing the personal connections guests value.

The result is faster guest responses, improved booking conversion across all services, and staff who can focus on hospitality instead of repetitive communication tasks.

Ready to automate your multi-service venue communications while maintaining personalized guest experiences?

Create your free Visito account to start managing complex service offerings efficiently across all digital channels.