Case study: how a Madrid hotel automated reception with AI

Hotel Jardín de la Reina, a 45-room boutique in Madrid's Salamanca district, faced a common challenge: their receptionist couldn't keep up with phone calls, WhatsApp, and email simultaneously. They were losing bookings because guests wouldn't wait.

The problem

• 12-minute average WhatsApp response time
• 35% of calls unanswered (overnight and peak hours)
• Zero direct bookings outside reception hours (10pm-8am)
• Over-reliance on OTAs (Booking, Expedia) with 15-22% commissions

The solution

They deployed an AgenteUno agent across 3 channels:

1. WhatsApp Business: Automatic responses to availability, pricing and service queries
2. Voice: AI-powered phone line for bookings in Spanish and English
3. Web chat: Widget on the hotel website to capture direct traffic

Key setup

• Knowledge base: seasonal rates, room types, amenities (spa, restaurant, parking), FAQ
• Integration with booking engine via API
• Automatic escalation to human reception for complex requests
• Languages: native Spanish and English

Results at 3 months

ROI

• Investment: Professional plan (€49/month)
• OTA commission savings: ~€2,100/month
• ROI: 2,557% monthly

Key takeaways

1. WhatsApp was the most effective channel (70% of interactions)
2. Top questions were about parking and late check-in
3. The voice agent captured 2am bookings that were previously lost
4. Guests couldn't tell the AI agent from a human receptionist

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