A calm boutique hotel built on presence
Hotel Oasia in Aarhus is known for a quiet, personal guest experience. The reception team takes pride in creating genuine human moments in the lobby, so the idea of adding AI to guest communication was met with healthy scepticism at first.
The challenge was never to make service feel automated. It was to remove repetitive screen work, keep written communication warm and precise, and give the team more room to be present with the guests standing in front of them.
"Opally has completely changed our perception over time. It has been impressive to see how the platform dynamically learns from our input and now captures Oasia's warm brand voice spot-on. By letting Opally handle the heavier, recurring guest inquiries and emails in seconds, we save several hours behind the screen without compromising the quality of our written communication."
From scepticism to daily confidence
The first drafts required hands-on refinement from the team. Over time, Opally learned from their input, adjusted to Oasia's preferred phrasing, and began matching the hotel's warm tone much more closely.
Today, Opally helps the team handle heavier, recurring guest inquiries and email drafts in seconds. Staff stay in control of the final message, while the repetitive part of the work moves much faster.
A practical setup across email and webchat
Hotel Oasia uses Opally where guest communication starts: in the inbox and on the website. The setup supports the team without changing the nature of the hotel experience.
Email drafts
Routine guest emails become ready-to-review drafts, written in a concise tone that the team can approve or adjust quickly.
Website conversations
Visitors can ask questions directly on the website and receive helpful answers before the conversation needs human follow-up.
Learning over time
Corrections and feedback become part of the setup, so answers keep moving closer to the hotel's preferred style and policies.
More energy for the hotel moments that matter
With Opally taking care of a larger share of recurring written work, the reception team saves several hours behind the screen without lowering the quality of their communication.
That time goes back into the hotel experience: welcoming guests, handling personal situations, and creating the calm, attentive service Hotel Oasia is known for.
Results
- Several hours saved behind the screen on recurring guest communication
- Faster email drafts while keeping the team in control of quality
- A warmer, more consistent written tone that fits Hotel Oasia
- Website webchat helping guests get answers before follow-up
- More capacity for the reception team to be present with in-house guests