Success Story: How Valk Exclusief Elevates Guest Experience 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" >Success Story: How Valk Exclusief Elevates Guest Experience with Runnr.ai</span>

About Valk Exclusief

Van der Valk is one of the most iconic hotel brands in the Netherlands, operating a network of 43 hotels and over 7,000 rooms. Known for its strong reputation in both the business and leisure segments, Van der Valk is committed to delivering high-quality, personalized service at scale. To support its operational excellence, the group uses Apaleo PMS, a modern and flexible property management system.

Challenge

Across multiple locations, Valk Exclusief staff were spending a significant amount of time answering repetitive guest questions—everything from “What time is breakfast?” to “Do you offer parking?” This constant influx of inquiries created pressure on the front desk, reduced response speed, and limited the team’s ability to focus on delivering personal service. The hotel group needed a solution that could streamline communication without compromising guest satisfaction.

“The same questions were being asked over and over again, leaving less time for our staff to focus on creating memorable, personal experiences.”

– Gerard Schomaker, Head of Digital

Solution

Runnr.ai was introduced to automate and enhance guest communication across the entire guest journey—from pre-arrival to post-stay. With its seamless integration into Apaleo PMS, Runnr enables all guest conversations, including AI-generated replies, to appear directly within the reservation folio—no switching screens, no extra steps.

Runnr doesn’t just answer questions. It proactively engages guests with relevant, timely information and upselling opportunities, while also promoting Van der Valk’s Membership Program to non-members. This targeted approach led to a significant increase in loyalty sign-ups, all with zero extra effort from staff.

Why Valk Exclusief works with Runnr.ai

94 %

of all conversation are automated

75 %

Reduction of inbound guest communication

10 %

increase in membership program enrollment

94 %

of all conversation are automated

75 %

Reduction of inbound guest communication

10 %

increase in membership program enrollment

Benefits for Guests

Guests receive fast, accurate answers 24/7—from booking to check-out. They feel informed, supported, and appreciated throughout their journey, with no need to call or wait in line. Communication is proactive, consistent, and available in multiple languages—just what today’s travelers expect.

Benefits for the Hotel

Operational efficiency: Staff are no longer tied up with repetitive tasks.
Revenue impact: More loyalty members, more upsell opportunities.
Consistency: Every guest gets timely and accurate information.
Ease of use: Runnr integrates natively with Apaleo—no training curve.

Why Van der Valk Recommends Runnr.ai

The Runnr.ai team provided hands-on support during onboarding and continues to act as a true partner. The system is intuitive, reliable, and continuously improving—giving Van der Valk the confidence to scale its guest communication without sacrificing the personal touch.

“With Runnr, we can continue to provide high-quality service to our guests before, during, and after their stay—now smarter and faster. 95% of incoming messages are answered directly by AI, giving our staff more time for complex matters. Hospitality always requires a guest-centric approach, and Runnr delivers that next level of service through high-quality automation.”

- Gerard Schomaker - Head of Digital