Viqal enables Radisson Blu Euston Square to automate 80%+ of guest communication

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.

Radisson Blu Euston Square wanted to improve guest communication during stay without increasing staff workload. The goal was to handle repetitive requests more efficiently while maintaining service quality.

Solution
Viqal was implemented as a WhatsApp-based guest communication layer, integrated into daily operations. It allowed guests to message the hotel directly for questions and requests, while automating a large share of interactions and routing complex cases to staff.

How guests used it
Guests didn’t limit themselves to simple FAQs. They used the channel for real, operational needs:

• Late check-out requests
• Booking changes
• Accessibility support
• In-stay issues like noise

Importantly, guests stayed in the conversation and followed up, indicating trust in the channel.

Operational impact

• 80%+ of guest inquiries handled automatically
• Staff involved only when judgment or intervention was required
• Clear handover flows ensured smooth escalation

Hotel teams actively used the inbox during live operations, showing strong adoption.

Outcome

• Reduced repetitive workload for staff
• Faster response times for guests
• Earlier visibility into issues during the stay
• More consistent guest experience across interactions