Radisson Blu Euston Square implemented Viqal to streamline guest communication during stay. Guests actively use the channel for real operational needs, leading to faster responses, earlier issue detection, and a more efficient front office operation.
Located in the heart of London, Radisson Blu Euston Square is a large, centrally positioned hotel with strong connectivity to the rest of the city, serving both business and leisure guests.
High volume, mixed-purpose travellers, late check-ins, and a constant stream of operational requests — the kind of environment where every minute saved at the front desk compounds.
Radisson Blu Euston Square wanted to improve guest communication during stay without increasing staff workload. The goal: handle repetitive requests more efficiently while maintaining the service quality expected of the brand.
Viqal was implemented as a WhatsApp-based guest communication layer, integrated into the hotel’s daily operations and connected to Oracle Opera. Guests message the hotel directly for questions and requests; Viqal automates a large share of interactions and routes complex cases to staff.
Guests didn’t limit themselves to simple FAQs. They used the channel for the kinds of asks that normally trigger a phone call or a queue at the desk.
Surfaced earlier, triaged faster, and resolved before they hit a review.
Importantly, guests stayed in the conversation and followed up — indicating real trust in the channel.
A more consistent guest experience, with less friction behind the scenes.
The team gets visibility into issues earlier, the guest gets answers faster, and the front desk recovers the focus it loses to repeat questions. Viqal sits in the background as the operational layer that quietly makes this possible.
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