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 questions about check in, arrival details, reservations, transportation, and on site services.
Because these requests required manual responses, staff were pulled away from higher value guest interactions. For a small team, this created operational strain, slower response times, and limited capacity to focus on personalized service.
Aito Resort implemented Viqal’s virtual concierge, fully integrated with the MEWS PMS, to automate guest communication across the entire guest journey.
More than 70 percent of incoming guest inquiries are now handled automatically. Guests receive instant, accurate answers to common questions, can manage reservations, and access key information without staff involvement.
As a result, the team reduced operational workload, improved response consistency, and created smoother arrivals while freeing staff to focus on high impact, personal guest experiences.
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