How Hamat Gader Cut 70% of Phone Inquiries - And Made Service Available 24/7
A few months ago, the reservations team at Hamat Gader ran into a problem every reservations manager knows well. Long phone queues, customers waiting minutes for a response, the same questions again and again (“Do you have crocodile feeding?”, “Is tomorrow night available?”, “Can we bring kids to Hamat Gader?”), and heavy load on the front desk, which had to split its time answering calls - especially during peak summer and holiday periods.
And when that happens - opportunities slip away. Bookings fall through simply because no one answered in time.
Sound familiar? You’re not alone.
The worrying stat: Studies in the hospitality industry show that about 40% of hotel phone inquiries are repetitive questions about basic information like opening hours, prices, and availability.
The Solution: Not Just Another Chatbot
Hamat Gader wasn’t looking for technology for technology’s sake. They wanted a solution that would let the team get back to what they do best - providing real service to guests.
What did we do differently?
Unlike traditional chatbots like HiJiffy or Duve, which require complex setup and are limited to canned answers, vGuest.ai combines true AI with personalization for each hotel.
1. True AI (AI-native):
Not a fixed FAQ, but a system that understands natural-language questions, tailors answers to every inquiry, and learns and improves from each conversation.
2. Full multilingual support:
Guests from abroad? No problem. The system replies in any language - including voice messages. For example, a guest can send a voice note in Russian, Polish, Georgian, etc. via WhatsApp, and the system will respond in the requested language - instantly translated while preserving the hotel’s tone and style.
3. Direct connection to the reservations system:
Real-time availability checks and responses that lead to an actual booking - a smooth, direct process right inside the chat.
The Numbers: What Actually Happened
Before vGuest.ai:
- Average wait time: 5–8 minutes
- Team workload: high (4–5 front-desk agents in parallel)
- Lost bookings: ~15% (customers who gave up due to the wait)
- Waiting for an agent; once the call ends, there’s no easy way to follow up
After vGuest.ai (three months in):
- Average wait time: a few seconds
- Team workload: dropped significantly
- Lost bookings: down to ~3%
- Guest satisfaction: up by 25%
- Guests can ask questions anytime - 24/7 availability
- No need to stay on the line; if the AI can’t answer complex questions or issues that require a human, Hamat Gader’s agents call the guest back
Where you see the difference
Team: Less pressure, more time for real service, and better quality of work life.
Guests: Instant answers at any hour and in any language, a faster, smoother booking journey.
Management: A significant drop in workload, higher satisfaction, and a more stable team with lower turnover.
What does the Reservations Manager say?
“It simply made our work much calmer.” > “A few months ago we were facing a huge volume of phone calls - so many repetitive questions. We wanted to streamline the service and free up time for our team and our guests. We turned to vGuest.ai to explore options, and the solution surprised us in a good way: a smart bot that answers everything about Hamat Gader, the spa, and the hotel - available 24/7. > Since going live, we’ve seen a significant drop in workload and an increase in bookings. Today it’s part of our daily routine and helps us provide faster, more convenient service to every guest.” > – Hanna Ostash, Reservations Manager, Hamat Gader
In light of the success, Hamat Gader is expanding usage to the tent park (campground) and the Spa Village Hotel.
How It Works – A Practical Guide
Step 1: Prep and integrations (Week 1)
We collected all information about the hotel, the spa, and services, set the tone of voice so the bot sounds like Hamat Gader’s team, connected vGuest.ai to SimplBooking and Optima (SilverByte), and delivered a two-hour training for the staff.
Duration: About one week.
Step 2: Refinement and answer design (Weeks 2–3)
During the first two weeks we focused on identifying repeat questions and tightening the answers.
We worked closely with the team, and in the third week we applied final polish updates.
Duration: About two to three weeks.
Step 3: Full rollout (Week 4)
After one month the system was running smoothly. Most inquiries were handled automatically, the team felt immediate relief, and the load dropped markedly.
Result: 70% of inquiries fully automated.
Why vGuest.ai Works Better Than the Alternatives
| Feature | HiJiffy | Duve | vGuest.ai |
|---|---|---|---|
| Real AI (not just FAQ) | Partial | Partial | ✅ Full |
| Multilingual support | Yes | Limited | ✅ Complete |
| Handles booking requests | No | Basic | ✅ Advanced + upselling |
| Starting price | $$$$ | $$$ | $$ |
| Hebrew support | Partial | Moderate | ✅ Full |
What Other Hotels Are Saying
From analyzing hundreds of discussions in professional hotelier communities, we identified the most common challenges:
The biggest pain points
1. Phone overload that paralyzes the team
> “We have three people at the front desk and five lines ringing at once. Something has to change.”
> – Front-desk manager, boutique hotel in Tel Aviv
2. Lost bookings due to missed calls
> “We see in the analytics that people call three or four times before giving up and moving to a competitor.”
> – Marketing manager, regional hotel chain
3. Burned-out staff considering leaving
> “The constant ‘all agents are busy’ message made the work atmosphere unbearable. People are burning out.”
> – HR manager, 4-star hotel
How vGuest.ai solves it
The system reduces phone load, provides instant 24/7 answers across every channel, and lets the team focus on service - not logistics.
Hiring and Retention Challenges? The Solution Is Already Here
One of hospitality’s biggest hurdles is hiring and keeping great staff.
vGuest.ai helps tackle both at once.
- Reduces the need for extra headcount: the system handles routine inquiries.
- Improves working conditions: less pressure, more time for meaningful work.
- Saves time and hiring costs: lower turnover and fewer training expenses.
The result: A more stable, happier team - and a better guest experience.
What No One Talks About – The Impact on the Team
Before vGuest.ai, employees faced constant pressure, repetitive questions, and draining work.
After implementation, they enjoy more quality time with guests, a sense of control, professional satisfaction, and job stability.
The system doesn’t replace people - it helps them work smarter and feel better.
Who It’s For
vGuest.ai is ideal for: - Boutique and mid-size hotels (20–200 rooms) - Resorts and spas with a variety of services - Hotels hosting international guests - Hotels aiming to grow direct bookings - Small teams looking to increase efficiency
We’re launching pilots with several hotel groups - if this interests you, we’d love to hear.
Less recommended for very new hotels (still building an audience) or properties with fewer than ~10 inquiries per day.
Frequently Asked Questions
How long does implementation take?
About a month to full launch.
Week 1 – data collection and integrations; Weeks 2–3 – answer refinement; Week 4 – full rollout.
Close support throughout.
What happens when the bot doesn’t know the answer?
The system detects when a human agent is needed and escalates in under 10 seconds, with the full chat history.
Does it work with my reservations system?
vGuest.ai integrates with SimplBooking, Optima/SilverByte, MiniHotel, Ezgo, and more - including via API.
How much does it cost?
₪500–₪5,000 per month (NIS), depending on hotel size and inquiry volume.
Most hotels see ROI within a few months.
What about privacy and GDPR?
Full compliance with EU and Israeli regulations, secure data storage, and the option for complete deletion upon customer request.
What Other Hotels Can Learn from This
1. Not every “smart” solution has to be complex - simplicity wins.
2. A good bot doesn’t replace people - it gives them breathing room.
3. Fast service doesn’t have to feel cold - automation can stay human.
4. Tech success comes when the team is involved from day one.
So What’s Next
Step 1: Free 30-minute consultation - to see how the system can help you.
Step 2: 30-day pilot - risk-free, with precise measurement of results.
Step 3: Full implementation and close support.
Smart Hospitality Starts with Listening
Technology isn’t meant to replace the human touch - it’s meant to enable more of it.
Hamat Gader is a great example:
When great service meets a smart system - everyone wins.
info@vGuest.ai
Phone: +972-50-881-5884
Website: www.vGuest.ai
WhatsApp: Send a message