Automated check-in via WhatsApp, reduced phone calls, and smoother arrivals that led to better guest reviews.
The Solon House-Self check-in in Athens offers family rooms with air-conditioning, private bathrooms, and free WiFi. Each room includes a tea and coffee maker, hairdryer, and a work desk. Guests can enjoy a terrace with mountain and city views, balcony, and outdoor furniture. The hotel provides a kitchen with a stovetop, dining table, and sofa bed. Additional amenities include a TV, electric kettle, and wardrobe. Located in the city centre, the hotel is a 6-minute walk from Omonia Square and 29 km from Eleftherios Venizelos Airport. Nearby attractions include the Epigraphical Museum and National Technical University of Athens.
With multiple properties and unique setups per building, the team was spending too much time answering repetitive questions and managing check-in instructions. Guests regularly missed or ignored written instructions and called staff with the same questions, often late at night. Some buildings required a separate app to access the main door, which increased confusion and created stressful moments where guests were left waiting outside.
This didn't just cost time. It risked first impressions, staff overload, and guest reviews.
Viqal centralized guest communication on WhatsApp — the channel most guests are already using. Check-in instructions are delivered at the right moment, the AI handles follow-up questions instantly, and detailed videos are shared on demand so guests get help without information overload.
The team kept full control of the content while removing the constant manual replies.
Guests feel supported through the arrival process even though there's no on-site reception. The setup handles the building-specific quirks — including the buildings that need a separate app for the main door — so guests don't end up waiting outside late at night.
The team is no longer pulled into the same questions across each property.
Check-in became smoother and less stressful for both guests and staff. After seeing the results at Solon House, the company rolled Viqal out to additional properties.
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