By integrating Viqal’s Virtual Concierge with Clarity PMS, Hazlewood Castle streamlined guest communication, significantly reduced reception workload, and uncovered potential to enhance guest experience with proactive upselling strategies.
Hazlewood Castle Hotel & Spa is nestled in 77 acres of stunning woodland in the heart of the Yorkshire countryside between Leeds and York.
Offering 32 beautiful rooms and suites, the delightful Vavasour restaurant and a lounge bar.
Escape to the sanctuary of Imagine Spa or embrace your sense of adventure in the Castle grounds with Live for Today outdoor adventure activities.
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Hazlewood Castle's reception team was overwhelmed by repetitive inquiries — leaving little time for guest engagement, upselling the on-site spa and restaurant, or driving incremental revenue.
Any solution had to integrate cleanly with their Clarity PMS to fit existing operations, and had to surface clear upsell moments rather than just deflect inbound.
Viqal's Virtual Concierge was deployed with native Clarity PMS integration. Routine inquiries are handled automatically while the platform identifies high-value moments for proactive upsell — particularly around dining bookings and spa appointments, where the demand pattern was clearest.
Guests receive instant answers to common inquiries, while staff are freed up for the moments that need a personal touch — particularly given the property's mix of accommodation, dining, spa, and outdoor adventure offerings across 77 acres of Yorkshire countryside.
The Clarity integration keeps reservation context accurate across each guest interaction.
The implementation produced immediate operational gains while opening clear paths for proactive in-chat offers and upsell messaging at peak times.
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