Case Study: Hotelbeds achieves faster COVID support and self-service automation with Landbot.io

How a travel group developed a self-service WhatsApp COVID response system in 4 weeks

Hotelbeds, a global TravelTech company connecting travel distributors with hundreds of thousands of properties and services worldwide, needed a faster way to handle a surge of COVID-related support requests. As travel restrictions changed rapidly, customers and partners were contacting support for explanations about cancellations, refunds, and destination closures, creating backlog and uncertainty. Hotelbeds turned to Landbot.io to create a self-service conversational support experience, using a no-code chatbot approach on WhatsApp and Facebook Messenger.

Landbot.io helped Hotelbeds launch a proactive chatbot in just four weeks, integrating Dialogflow and Google Sheets to route queries and provide up-to-date travel policy information across channels and languages. The solution automated more than 13,000 conversations and handled 350,000 user queries, while reducing support backlog and improving customer clarity during the pandemic.

Hotelbeds

Xavier Godoy

Customer Experience & Automation Director