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.
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.
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.