Case Study: Equinox Hotels boosts leads and guest support with Haptik

Equinox Saw a Huge Spike in Leads with Haptik

Equinox Hotels, the luxury lifestyle hotel in Manhattan’s Hudson Yards, wanted to optimize its website performance by generating more leads and giving guests faster, on-demand support. The team needed a better way to answer pre-booking questions about amenities, room options, payments, cancellations, and special requests, while also reducing inbound phone calls. To address this, they turned to Haptik and its AI-powered conversational commerce chatbot.

Haptik implemented “Omar,” a virtual travel concierge on the Equinox Hotels website to handle booking assistance, guest queries, amenity information, payment support, and pre-arrival special requests around the clock. The results were strong: Equinox generated 2,600 new inquiries in under three months, produced 150 qualified leads in four months, and resolved 85% of queries without an agent. By using Haptik, Equinox improved guest experience, increased lead generation, and reduced operational burden.

Equinox Hotels

Katie Tardif

Brand Director