YOTEL is perhaps the most advanced hotel concept in the western world. It offers high levels of service and guest satisfaction despite a very minimal staff. Technology is crucial to the brand, with some units featuring resident robots that deliver amenities to guests' cabins. 

YOTEL’s needs were twofold. The first goal was to maintain and improve customer service by improving the speed and quality of answers to guest questions. The second was to cut costs. 

Ameniti provided all-channel services that were able to answer every type of guest question, including calls, messages and voice inquiries. On YOTEL’s request, we added integration with the brand’s corporate app to fully cover and engage all guests.

IVR: Automated Call Answering

YOTEL’s North American properties use an external provider to manage internal and external calls for both new and existing reservations. 

Before Ameniti, external and internal callers were typically left waiting on hold, especially during peak hours, at exorbitant cost to YOTEL. 

Automated call answering eliminated long wait periods, transferred callers to the right OTA for existing reservations and provided promotions to incentivize direct booking.