Residenza Conti and Studentato Spazio Impero manage a portfolio of 3 hotels and 2 student residences, with a centralised team of 5 operators covering reservations, front desk and administration.

Before Virtual Contact, requests from guests and students arrived via phone, email, website, WhatsApp and OTA portals, with no centralised management. Reception and booking staff were manually responding to frequent questions about room availability, policies, schedules, parking, late check-out, services and special requests.

Virtual Contact made it possible to create an omnichannel digital concierge: the chatbot handles FAQs for each property, provides real-time information on room availability by date and price range, manages pre-arrival requests and transfers conversations to an operator for complex bookings or issues.

The system separates flows by property — with dedicated workspaces for reception, booking, housekeeping and maintenance — while maintaining a unified view for management.

Guests experience a more modern service, available 24/7 and consistent across all channels.

“Virtual Contact allows us to stay with the guest before, during and after their stay with more organised and faster communication.”
— Booking Manager / Hotel Director