How The Dreamer scaled WhatsApp messaging across 4 locations with over 90% automation

WhatsApp Business messages boast an extraordinary open rate of over 90%, far surpassing email open rates, making it perfect for hotel communication. Yet most independent hostels struggle to use this potential while managing multiple properties.

The Dreamer, voted one of the best hotels & hostels in all of Colombia with easy access to top attractions, faced exactly this challenge. Known for its vibrant atmosphere and social traveler community, the brand needed to scale guest communication without losing authentic hospitality.

The challenge: scattered communication across multiple properties

Managing four locations meant each reception team handled separate message streams across WhatsApp, Instagram, Facebook Messenger, and their website. Without centralized coordination, communication became chaotic and time-consuming.

Reception staff spent hours typing repetitive responses about room availability, WiFi passwords, and tour schedules. 

The solution: unified messaging with proactive automation

The Dreamer implemented Visito's unified inbox to centralize guest communication across all four properties. This single dashboard eliminated communication silos while automated messaging handled routine interactions, freeing staff to focus on creating memorable in-person experiences.

The breakthrough was both automating incoming guest messages and launching guest reminders for key moments. That includes booking confirmation with activity discounts, pre-arrival reminders with directions, welcome messages with essential information, and post-stay thank-you notes encouraging return visits.

Hotels can connect to WhatsApp Business API through Visito in under a minute, enabling real-time automation while maintaining human oversight for complex situations.

Results: measurable efficiency gains across all properties

The transformation delivered concrete improvements. The Dreamer now manages over 30,000 monthly messages with 94% automation, handling everything from booking confirmations to post-stay follow-ups.

Operational efficiency: Single dashboard eliminated communication silos across four hostels, reducing staff workload significantly.

Effective upselling: Automated discount offers and activity promotions increased guest engagement with additional services.

Improved guest satisfaction: Clear, timely information before and during stays reduced confusion and repeat questions about logistics.

Enhanced loyalty: Post-stay messages strengthened brand relationships and encouraged return visits through targeted incentives.

Response times dropped from hours to seconds for common questions. Staff productivity increased dramatically, allowing reception teams to focus on creating vibrant social atmospheres and helping travelers discover authentic local experiences.

Why automated messaging matters for independent hostels

Independent hostels face unique operational pressures.

The key insight is proactive communication timing. When guests receive information at exactly the right moment, confusion disappears before it starts. Automated pre-arrival messages with directions, WiFi details, and activity options eliminate common reception desk questions.

For hostel brands with multiple locations, centralized automation ensures consistent guest experiences while reducing operational overhead. Visito's approach demonstrates this by connecting hostels to WhatsApp Business API alongside Instagram and Facebook Messenger, enabling comprehensive guest communication through a single platform.

Key takeaway: scale without losing authenticity

Independent hostel brands can handle massive communication volumes across multiple properties without increasing staff workload or compromising authentic hospitality. The Dreamer proves that strategic automation creates better-informed guests, more efficient teams, and measurable revenue growth through increased activity bookings and return visits.

The most successful hostels use automation to eliminate routine communication tasks, freeing their teams to focus on creating the social, authentic experiences that make hostel travel memorable. Technology becomes a tool that enhances rather than replaces human connection.

“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’s made our communication seamless and our service stronger.” - Eric Hamblett, Hospitality Entrepreneur & Sales Leader.

Ready to automate your guest messaging?

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.