4-star seafront hotel · Ostend
Signed up on its own. Now 14 in 15 guest messages never reach the desk.
Andromeda sits on the sea dyke beside Ostend's Casino-Kursaal: 114 rooms, half with sea views. It set itself up without a sales call or an implementation project, and eleven months later its team answers one guest message in fourteen.
- Rooms
- 114
- Group
- C-Hotels
- Location
- Ostend, Belgium
- Live since
- 2025
- 92.8%
- Of guest messages answered without staff
- 9s
- Median time to an answer
- 61%
- Of arriving guests reached
- 25,407
- Proactive messages sent
Nobody at AskWhisper ever spoke to them
Andromeda is a 114-room four-star on the Ostend sea dyke, next door to the Casino-Kursaal - half the rooms facing the water, a wellness centre, a car park underneath and meeting rooms upstairs.
It signed up on its own. No sales call, no scoping session, no implementation project. Somebody described the property, checked the answers and switched it on.
That makes it the most useful case we have, because there was no hand-holding to credit. Eleven months later it has the longest continuous track record in the portfolio, and the numbers hold in every one of them.
A night shift, then and now
A 114-room seafront hotel, out of season, after the desk goes quiet.
Getting started
Before
New software means a demo, a scoping call, a project plan and a go-live date somewhere next quarter.
Now
Somebody described the hotel and switched it on. There was never a call.
22:40, in German
Before
A guest writes in German. Whether that gets a good answer depends on who is on the night shift.
Now
Answered in nine seconds. Conversations split almost evenly across Dutch, English, French and German, with twenty more languages behind them.
Through the night
Before
Messages queue until morning, and the first hour of the shift is spent clearing them.
Now
6,709 of 7,737 messages have been answered without anyone. The team sees the 524 that actually needed them.
Parking, again
Before
The single most common question at a coastal hotel, asked at the desk, one guest at a time.
Now
514 parking reservations placed by guests themselves, with no staff involvement at all.
What they switched on
Everything runs off one description of the property, which is the only reason a self-serve setup could work at all.
- Discovery
- Booking (this part)
- Pre-arrival (this part)
- In-stay (this part)
- Post-stay (this part)
The numbers, in full
| The result | What it is | What's behind it |
|---|---|---|
| 92.8% | Of guest messages answered without staff | 6,709 of 7,737 messages over eleven months. The 524 that reached a person were the ones that needed one. |
| 9s | Median time to an answer | 90th percentile 16 seconds. When a message does get escalated, the median staff reply is 83 minutes - which is the honest measure of what the automation is standing in for. |
| 61% | Of arriving guests reached | 8,790 of 14,526 arrivals over eleven months. A third of those wrote back, and 35% opened the digital guidebook - both steady in every single month. |
| 25,407 | Proactive messages sent | Messages that went out on their own between booking and checkout, across eleven months and a full seasonal cycle on the Belgian coast. |
- 92.8%
Of guest messages answered without staff
6,709 of 7,737 messages over eleven months. The 524 that reached a person were the ones that needed one.
- 9s
Median time to an answer
90th percentile 16 seconds. When a message does get escalated, the median staff reply is 83 minutes - which is the honest measure of what the automation is standing in for.
- 61%
Of arriving guests reached
8,790 of 14,526 arrivals over eleven months. A third of those wrote back, and 35% opened the digital guidebook - both steady in every single month.
- 25,407
Proactive messages sent
Messages that went out on their own between booking and checkout, across eleven months and a full seasonal cycle on the Belgian coast.
Sounds like your hotel?
- 80 to 200 rooms, with a desk that can't be staffed around the clock
- Guests arriving from several language markets at once
- The same practical questions - parking, breakfast, wellness hours - all day
- No appetite for an implementation project before you see whether it works
More stories
Want a story like this one?
Just Ask Whisper.
Andromeda sits on the sea dyke beside Ostend's Casino-Kursaal: 114 rooms, half with sea views. It set itself up without a sales call or an implementation project, and eleven months later its team answers one guest message in fourteen.