By integrating Viqal’s virtual concierge with the MEWS PMS, Aito Resort reduced repetitive guest communication and freed up staff to focus on personal, high value guest experiences.
Aito Resort is a lakeside resort hotel nestled in the heart of the Rovaniemi forest in Finland. It offers comfortable, nature-inspired accommodations including unique options like igloos and treehouses, a full spa centre, gourmet dining, and wellness activities that connect guests with the beauty and traditions of Lapland.
Aito Resort's team was spending a significant amount of time handling repetitive guest questions across WhatsApp, email, and web chat. Guests regularly asked the same things about check-in, arrival details, reservations, transportation, and on-site services.
Because each request needed a manual response, staff were pulled away from higher-value guest interactions. For a small Lapland team, this created operational strain and limited capacity for personalized service.
Aito Resort implemented Viqal's virtual concierge as the messaging layer for the property, fully integrated with the MEWS PMS. Guests now reach the hotel through WhatsApp for everything from check-in details to spa bookings, with Viqal handling the bulk of inquiries automatically and routing only the cases that need human judgment to staff.
Inquiries span the full guest journey — pre-arrival reservation questions, check-in details, transportation, and on-site services like the spa centre and gourmet dining.
Each request is handled in the channel guests are already using, with the right MEWS context in place. The setup adapts to the kind of nature-led, multi-experience stay the resort is built around.
More than 70 percent of incoming inquiries are now resolved automatically. The team is freed from repetitive question handling and can focus on the personal, on-site moments that matter at a small Lapland resort — spa, dining, and the wellness activities that connect guests to the place.
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