HighlightsSince implementing Runnr.ai in January 2025, Resort Valley has seen some impressive results:
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Resort Valley invites guests to find the peace, space and the comfort they deserve at one of its luxury villas located in the beautiful woods of the Veluwe. Everything Resort Valley does both digitally and on-site should align with this promise, including guest communication. But providing a responsive yet personalized front desk service is difficult in peak seasons, so Resort Valley now uses Runnr.ai to ensure every guest gets a high-quality service, every time.
Resort Valley prides itself on the quality of its guest experience, and staying one step ahead of what guests want. While giving guests sufficient information during the booking process can help reduce questions, it’s inevitable that guests will have things they want to check or ask about after booking, especially since they’re often booking villas for larger groups of family or friends.
Back in January 2025, it was getting too difficult to manage the growing level of guest queries across their three main channels, as Inge Loeffen explains:
“Our reception was really quite overloaded. We had a lot of questions coming in via Airbnb, via Booking.com. And via our own WhatsApp channel as well.”
Resort Valley decided it needed a way to handle these incoming messages, while still keeping the human touch in their communication with guests.
As Resort Valley was already using Meer Leisure to manage their revenue operations, the team opted to try the guest communication solution it recommended. Runnr.ai now automatically handles 85% of all inbound guest queries via one unified inbox, across three channels and in any language.
While the team was hesitant at first, the personalized, human-like nature of Runnr.ai’s responses quickly became clear. Inge explains how the implementation went:
“In the beginning we found it quite nerve-wracking, because suddenly AI takes over your entire guest communication. But over time we've noticed that it's really completely optimized. It's now become so good that some guests don't even realise they're actually talking to an AI module.”
To ensure Runnr.ai is always using the latest information in its responses, it connects directly to Resort Valley’s existing systems and its knowledge base and message flows can be easily updated by the reception team at any time.
For Resort Valley, the aim of using Runnr.ai was to provide all guests with instant, personalized responses, with the added benefit of time savings.
It’s one thing to say you’re improving guest experience, and another thing for guests to feel the difference. According to data from 750+ properties, 94% of guests say that AI-powered messaging via Runnr.ai has actually enhanced their stay.
And this is clear at Resort Valley, where a recent 5-star Google review says, ‘Excellent service and excellent communication in the app. Highly recommended. I'll definitely be back again 👍🏻’. This comes down to a mix of proactive, personalized messages about their stay as well as instant responses to their queries via WhatApp (accessible directly or via Resort Valley’s own mobile app) or OTA inboxes (Booking.com and Airbnb).
Runnr.ai now serves as a virtual concierge, answering the vast majority of inbound guest messages at Resort Valley with no human intervention. These messages can be about getting to the property, routine queries, special requests, booking changes, or anything in between.
And if the receptionist wants to take over the conversation at any point, for example if there’s a sensitive issue, then they can simply click a button without the guest ever even noticing. Miranda Verspaget describes the impact of this automated messaging handling:
“It saves us an enormous amount of time. Runnr answers 85% of the questions. It handles translation, and we work much more easily as a team.”
With most guest queries now being handled automatically, in any language and at any hour, Resort Valley’s reception team can spend more of the day on the personal touches that turn a luxury villa in the Veluwe into a place people come back to.
As for how they’ve experienced the collaboration with Runnr.ai so far, Inge shares:
“It's nice to work with them. Runnr responds quickly whenever there are questions. They always make sure everything is fully optimised, even when there's a change or something like that.”
And when it comes to whether she’d recommend the platform, she adds:
“I'd definitely recommend Runnr to other holiday parks. It relieves so much. It's really unprecedented.”
Used by 750+ accommodations across Europe, Runnr.ai is the platform of choice for hotels, hostels, and holiday parks to automate messages across WhatsApp, SMS, OTA inboxes, webchat, and more, so hospitality teams can focus on real hospitality.
Ready to upgrade your guest communication just like Resort Valley? Book a demo or try Runnr.ai on WhatsApp.