How Pillows Hotels simplified guest communication across 5 locations

Fewer calls, calmer teams, happier guests

About Pillows Hotels: 

Pillows Hotels is a boutique hotel group with 5 locations across the Netherlands and Belgium. Known for warm design and quiet luxury, their teams go the extra mile to make every stay feel personal. But with growing guest expectations and limited team capacity, they needed a way to keep service high without adding pressure.

What was getting in the way

Guest information was everywhere but never in one place. Website, confirmation emails, printed materials… guests often picked up the phone for questions that should have been answered already. From parking info to check-in times, simple things were eating into valuable front office time.

The team was stretched, handling repetitive questions while trying to deliver a seamless and attentive guest experience.

How Runnr.ai helped

Pillows Hotels brought in Runnr.ai to simplify guest communication and give their teams some breathing room.

In just a few days, Runnr.ai was live across all seven hotels. Guests now receive proactive and personal messages via WhatsApp and Booking.com, in their own language. Most questions are answered before they are even asked. And the team finally has one clear inbox with no more juggling channels or chasing updates.

What changed

The results speak for themselves:

• Fewer phone calls and emails

• Happier guests who feel seen and supported

• Front office teams with more time and less stress

What’s next

Pillows Hotels is not just saving time. They are raising the bar. With Runnr.ai running quietly in the background, their teams can focus fully on what makes hospitality feel human again.