Case study
68% of guest questions answered automatically — in English, Dutch and German
Lakeview's reception team was drowning in the same questions about check-in, facilities and local activities. We built a multilingual AI chatbot that handles most enquiries and escalates the rest.
68%
Questions handled by AI
15h
Staff time saved weekly
4.8/5
Guest satisfaction
3
Languages supported
The challenge
Reception was overwhelmed during peak season with repetitive questions about check-in, facilities, activities and park rules — in three languages. Staff had less time for guests with genuine needs.
The solution
We built a website AI chatbot trained on park rules, seasonal activities and booking information. It answers in English, Dutch and German, and escalates complex cases to staff with full conversation context.
The starting point
Lakeview Holiday Park welcomes thousands of guests each season across tent pitches, cabins and glamping. Reception handled phone calls, emails and walk-ins — often repeating the same answers about check-in times, dog policies, bike hire and nearby attractions.
During peak season, staff spent more time answering questions than helping guests who needed real assistance.
What we built
We trained a custom AI assistant on Lakeview's website content, house rules, seasonal activity schedule and FAQ documents. The chatbot lives on their website and answers in English, Dutch and German — matching their guest mix.
Smart handoff — When a question needs a human (billing disputes, special accessibility requests), the bot collects details and routes to reception with full context.
Always up to date — When Lakeview updates prices or activities, we update the knowledge base. No retraining from scratch.
Guest experience
Visitors get instant answers at 11pm when reception is closed. Staff focus on check-ins, problem-solving and the guests who actually need them.
Results
- Most guest questions answered instantly — including outside reception hours
- Reception team freed up for check-ins and complex guest requests
- Multilingual support without hiring seasonal multilingual staff
- Guest satisfaction rose from 4.2 to 4.8 out of 5 in the first season
- Easy knowledge base updates when activities or prices change
Frequently asked questions
Can the chatbot take bookings directly?
It guides guests to the booking system and answers pre-booking questions. Full payment and reservation handling stays in their existing booking platform for now.
What happens when the bot cannot help?
It collects the guest's question and contact details, then notifies reception with the full conversation. Staff pick up with context — no repeating themselves.
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