Transforming Guest Communication at Scale
Center Parcs De Eemhof is one of the flagship destinations within the Center Parcs Europe group, offering 950 cottages set in the heart of nature. With over 25 parks across the continent, Center Parcs is known for delivering family-friendly, immersive holiday experiences to millions of guests every year.
At De Eemhof, creating smooth, memorable stays for hundred of thousands of international guests required more than just excellent service, it demanded operational efficiency and smart communication tools.
The Challenge
Before implementing Runnr.ai, the team at De Eemhof struggled with:
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High volumes of repetitive guest questions and standard requests
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Manual processes that slowed down response times and increased staff workload
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Limited guest support outside regular hours
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Language barriers with international visitors
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No way to send proactive or personalized messages to guests
As a result, guest communication was often reactive, and operational costs were inflated by inefficiencies.
The Solution
Runnr.ai helped De Eemhof reimagine how they engage with guests. By automating common requests and frequently asked questions via WhatsApp, the team was able to significantly reduce the volume of manual responses. Guests now enjoy 24/7 support without needing a team member to step in. This improves both response times and guest satisfaction.
What really moved the needle was the ability to proactively engage guests. Runnr.ai allowed the team to send personalized WhatsApp messages before arrival and on the day of check-in, creating a smoother and more welcoming guest journey.
The solution also handled multilingual communicatisdon seamlessly and integrated directly with the park’s property management system, ensuring guest requests were addressed more quickly and with better context.
Why Center Parcs de Eemhof ❤️ Runnr.ai
The Results
The impact of Runnr.ai at De Eemhof has been both immediate and measurable:
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Fewer manual messages: Staff now spend far less time answering routine queries, lowering pressure during peak periods.
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Faster response times: Guests receive near-instant answers, day or night.
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Higher guest satisfaction: Feedback has improved thanks to faster, clearer, and more consistent communication.
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Improved staff productivity: The team can focus on delivering more personal, high-value service.
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Stronger engagement: Pre-arrival and in-stay messages have increased guest interaction with park offerings.
Staff even note that Runnr.ai often gives more accurate and consistent responses than human agents which results in high-quality communication across every interaction.
Impact on Operations and Experience
Beyond the numbers, the real transformation has been in how the team works and how guests feel. Repetitive tasks have been automated, complaints have decreased, and guests are more connected to their stay from the moment they book.
When urgent updates or special announcements are needed, like during an event or disruption, Runnr.ai enables the team to quickly inform all guests at scale, something that was impossible before.
Why They Recommend Runnr.ai
For the team at De Eemhof, Runnr.ai isn’t just a chatbot, it’s a critical part of their guest experience strategy.
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Easy implementation, with hands-on support from the Runnr.ai team
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Immediate ROI, from day one
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Positive guest and staff feedback
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Future-ready platform, with potential for upselling, CRM, and task management integrations
It’s not just about saving time, it’s about delivering better experiences at scale.
“Our guests say it all: ‘The chatbot works great!’, ‘WhatsApp is ideal!’, and ‘So helpful that the bot can escalate to a staff member when needed.’ That’s exactly why we do this. Runnr.ai gives us the tools to respond quickly and efficiently, while our team focuses on personalizing the guest experience.”
- Rik Goedkoop, General Manager, Center Parcs De Eemhof
