Nestled in the heart of Luxembourg, Château d’Urspelt is a 4-star Superior hotel known for its elegant setting and commitment to providing exceptional guest experiences. To further elevate service quality, the hotel implemented Quicktext’s AI Hotel assistant, Velma, with the goal of improving responsiveness and supporting the reception team.
We spoke with Elvire, Community & Hospitality Manager at Château d’Urspelt, about their experience with Quicktext and how it has supported their daily operations.
“Our two main objectives were simple: improve our response time to guest inquiries—especially the repetitive ones—and reduce the pressure on our front desk team. Reception handles check-ins, check-outs, phone calls, and emails, so adding Velma allowed us to stay responsive without overwhelming the team.”
“At first, our goal wasn’t necessarily conversion. The priority was service and reactivity. Over time, we realized that Velma also contributes to guiding guests toward bookings.”
“Absolutely. What stands out most is Velma’s speed, accuracy, and multilingual support. She handles a wide range of guest questions instantly—something we can’t always guarantee at the front desk, especially during busy periods.”
“Guests appreciate getting answers in their own language, which really helps avoid misunderstandings regarding hotel policies or services.”
“I have to say: your responsiveness is incredible. Every time we have a question or suggestion, the team is quick to react, and the follow-up is always helpful.”
“We also appreciate that you continuously propose new features while adapting them to our specific needs.”
“If Velma could answer the phone, that would be incredible! The phone never stops ringing, sometimes from 7 a.m., and most of the time, it’s just to make a reservation. With a solution like Q-phone, it could streamline this process, allowing staff to focus on more personalized tasks.”
“Also, if she could soften guests’ bad moods and keep every interaction positive, that would be a dream!”
“Honestly, I’d rate our experience 9 out of 10. There’s always room for improvement, but we’re really satisfied with both Velma’s performance and the quality of support we receive.”
“Quicktext’s service is responsive, friendly, and the price-quality ratio is totally fair. We feel we’re in good hands.”
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