Improving guest communication with AI - key Runnr.ai webinar takeaways

September 19, 2025

Artificial Intelligence (AI) is no longer just a futuristic concept; it is a practical tool reshaping hospitality. Guests expect answers to their questions 24/7, while teams are increasingly busy answering simple questions instead of focusing on the actual guest experience. These pain points highlight the urgent need to work smarter.

To explore how AI can help, our Head of Business Development, Wietze Bootsma, was joined by Michiel de Vor (co-founder & CEO from Runnr.ai) and Wouter van der Meer (MEER LEISURE). Together, they demonstrated how smart technology can make guest communication more personal, faster and more efficient. They did not only discuss how it works, but also why it is relevant for holiday parks.

We would like to summarise the most important points from the webinar for you.

AI is more than a hype, it’s a tool to work smarter
AI is a huge hype: everyone is talking about it and experimenting with it extensively. In guest communication in particular, this delivers immediate benefits: less manual work, faster responses for guests and more peace of mind for your team.

Adopting these tools is about more than just following a trend; it’s about future-proofing your organization. As Michiel noted: “The world keeps turning, and things can be more simple. It is important to remain open to that.”.

Success, therefore, depends on your willingness to adapt. You cannot simply install a tool and expect miracles. The mindset matters just as much as the technology. As Wouter emphasized: “Software is fantastic, but you have to embrace it. And if you do that well, you can get so much out of it.”.

Hospitality is perfect for AI
In hospitality, the guest journey is very clear: from booking to departure. The questions are easy to predict for each phase. Think of: ‘What time can I check in?’, ‘Does my accommodation have a dishwasher?’ or ‘What time does the swimming pool close?’

Wouter explained that while guest contact comes from different sources, the content is often identical. He shared a striking statistic from Resort Valley:

“70% of guest communication consists of routine questions, bed linen, parking spots, etc. Those questions can be simply automated away.”

Because holiday questions can be considered quite straightforward; we know roughly what guests are going to ask. That makes it perfect for AI support.

No ‘dumb chatbot’, but relevant answers in context
Instead of a generic chatbot that gives vague answers, Runnr.ai's AI works with the context of the booking: who is the guest, when are they arriving, where are they staying? In the webinar, Michiel explained that this context is exactly what separates today’s technology from the frustration of older chatbots:

“Everything before ChatGPT felt stiff; it gave a prescribed answer based on the
topic it thinks you have a question about. Since ChatGPT that is over. The language model actually formulates an answer based on the information you are feeding it. It feels way more like a normal conversation with an actual employee.”

Fewer repetitive tasks, more time for guests
Employees at holiday parks spend a lot of time answering the same questions over and over again. AI can take over these standard questions, creating more space for personal contact, managing exceptions and genuine hospitality.

According to Wouter, this isn’t about reducing staff, but about shifting the focus from high-workload execution to quality attention. By automating the basics, parks can free up time for the reception team to proactively visit guests and ask how their check-in went, rather than waiting behind a desk. This not only makes the work more efficient, but also more enjoyable and challenging for the team.

Be available anytime, anywhere
Guests like to ask questions when it suits them: often late at night from the comfort of their sofa. With AI, you can be available 24/7, while your employees maintain normal working hours.

A perfect example of such a thing is maintenance. Guests report a malfunction, AI asks about the specifics and determines whether it can wait until tomorrow or if an emergency number should be provided immediately. This ensures guests receive an immediate answer, and the team is only disturbed when absolutely necessary.

Proactive communication throughout the stay
Runnr.ai automatically sends short, proactive messages at logical moments in the guest journey – to share practical information, confirm expectations or offer a tip during the stay. This allows you to stay one step ahead of guest questions, make contact feel natural, and turn AI-driven guest communication into a continuous dialogue rather than isolated responses.

94% of guests report back to Runnr.ai that their service has made their stay more enjoyable. And as a holiday park, you, of course, want to see your guests satisfied. Ultimately, this is what the technology is all about: smarter service, happier guests. As Wietze concluded, it’s not just about efficiency, it is about removing friction:

“By using smart automation and AI, you can solve peripheral matters where people normally get frustrated, such as having to wait a night for an answer, not being helped, or not knowing how to find the right channels. That actually makes it much more guest-oriented and hospitable.”