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Case study

How Cityden elevated guest experience and efficiency with Runnr.ai

<span id="hs_cos_wrapper_name" class="hs_cos_wrapper hs_cos_wrapper_meta_field hs_cos_wrapper_type_text" style="" data-hs-cos-general-type="meta_field" data-hs-cos-type="text" >How Cityden elevated guest experience and efficiency with Runnr.ai</span>

Over the past thirty years, hotel guest communication has evolved significantly in the hospitality industry. From the emergence of mobile phones, email, social media, and chat rooms to the introduction of guest apps, chatbots and kiosks, the landscape has transformed.

About Cityden

Cityden is a leading player in the service apartment sector, offering both short and long stays for a wide range of guests. Approximately 30-40% of their clientele consists of corporate travellers relocating to the area, while the vibrant Bolo district attracts a younger audience, making up about 10-15% of their guest base. What sets Cityden apart is the seamless integration of hotel-style services with apartment living.

All apartments include access to a restaurant, gym, laundry facilities, and a fully equipped kitchen—making every stay feel like home. Guests staying for more than 14 days can also take advantage of the municipality registration service.

Why Cityden works with Runnr.ai

+ 90 %

Automation rate

94 %

Guest satisfaction

+€ 2000

Extra breakfast revenue per month

Try it yourself Discover all benefits

With additional features such as saunas and rooftop terraces, Cityden has managed to create an all-inclusive, home-away-from-home experience for every type of traveller.
Despite their success, Cityden faced growing operational challenges as their guest base expanded. With no phones in guest rooms, managing guest inquiries—especially from international guests—became both costly and time-consuming. Many queries were minor, but the need to maintain quick response times put pressure on Cityden’s front office team. Efficiency was critical, but the solution had to align with Cityden’s dedication to delivering an exceptional guest experience.

At first, we were cautious about introducing AI-driven tools. We weren’t sure how it would blend with our commitment to personalised service. But once we started using Runnr.ai, it was clear how much more efficient things became without compromising the guest experience.

- Bob Evers, Marketing Managers

Partnering with Runnr.ai

Cityden decided to integrate Runnr.ai, starting with its WhatsApp communication tool. The choice to move towards AI-driven communication was met with some hesitation internally, but it quickly proved to be an invaluable addition to their operations.

The set up went smoothly, and all the initial answer setting were set up fairly quick.

With Runnr.ai, 9 out of 10 guest questions are answered promptly, whether it’s a query about the gym hours or a request for additional towels. Even more, Runnr.ai’s automation drastically reduced the need for expensive international calls—something that had been a significant issue for Cityden.

The front desk team also noticed a clear improvement.

We noticed that more and more guests were looking for fast, digital service. Runnr.ai gives us that capability without needing to add extra staff.

- Dirk-jan van Eeuwen, Co-Founder Cityden

The benefits: efficiency and cost savings

The efficiency of Runnr.ai extended beyond guest interactions. By automating routine inquiries, the platform reduced the workload on Cityden’s front office staff, freeing them to focus on more complex guest needs. According to Bob, Cityden views Runnr.ai as more than just a tool—it’s like an extra team member that works tirelessly behind the scenes:

“Runnr.ai has become our cheapest employee. It handles guest requests day and night without ever taking a break. The cost-saving benefits, especially considering how much we used to spend on international calls, are undeniable.”

Cityden even explored using Runnr.ai for upselling opportunities. For example, guests who hadn’t pre-booked breakfast were offered the option through automated messages, creating a seamless guest experience while generating additional revenue.

Measurable impact: Improved guest experience and ROI

Cityden has seen several quantifiable improvements. Guest satisfaction scores have improved, largely due to the faster response times. The tool addresses 90% of guest inquiries almost instantly, significantly enhancing the overall experience.

Some of the key outcomes include:

Enhanced Guest Satisfaction: The speed at which guests receive responses has dramatically improved, without sacrificing the personalized service Cityden is known for.
Operational Efficiency: With routine tasks being automated, the front desk team can now focus on more high-value interactions with guests.
Cost Savings: The reduction in international call costs alone has resulted in noticeable savings for Cityden’s operations, making Runnr.ai a highly cost-effective solution.

Looking ahead future collaboration

Cityden plans to deepen its collaboration with Runnr.ai by adding a web chat feature, further streamlining guest communication across multiple channels. As Cityden grows, Runnr.ai will remain a crucial part of its operational strategy, ensuring that both guest satisfaction and operational efficiency continue to improve.

The company also plans to leverage this success story in its marketing efforts, with Bob explaining the broader value of showcasing their collaboration:

“This partnership with Runnr.ai is a great example of how technology can enhance—not replace—our guest services. We plan to feature this in our upcoming newsletters and across social media channels to highlight how we’ve improved efficiency without sacrificing the quality of our guest experience.”

Discover how Runnr.ai can make your business as successful as Cityden!

Cityden shows how technology and hospitality come together. With Runnr.ai, the company improved both operational efficiency and the guest experience. This success underscores that innovation and satisfied guests go hand in hand.

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