Hospitality & Tourism

Intelligent hospitality: where technology enhances the experience, not replaces it

The hospitality sector lives a paradox: guests expect increasingly personalized and seamless experiences, but operational teams are drowning in manual tasks, disconnected systems and processes that don’t scale. The result is hotels with 21st century technology in the room and 20th century processes in the back office.

This isn’t about replacing human touch with robots. It’s about freeing the human team to do what they do best: attend to the guest. And letting technology handle everything else.

What we see in the sector

Working with hotel chains, independent hotels, restaurant groups and event operators across Spain and the islands, we find the same patterns:

Each property is an island. The Madrid hotel uses one PMS, Barcelona another, and the Canary Islands a third. There’s no single picture of the business. Strategic decisions are made with spreadsheets that someone consolidates manually every week.

The team spends more time on management than on guests. Manual check-ins, housekeeping coordination by walkie-talkie, maintenance reports on paper. Front desk staff spend more time looking at screens than looking at clients.

Revenue is managed by intuition. Without connected data on occupancy, events, competition, weather and seasonality, pricing decisions are educated guesses. Every night of a room sold below its optimal price is money that doesn’t come back.

Multilingual service is a luxury. A German guest calls at 3 AM. The night receptionist speaks Spanish and English. The guest hangs up frustrated. That interaction is never logged, but it impacts the review.

Our approach

We deploy abemonVOICE as an intelligent first line of contact: voice agents that respond in any language, manage bookings, answer frequently asked questions and escalate to the human team only when necessary. And abemonFLOW as the management layer that unifies all properties into a single operational dashboard with automated workflows.

The result: teams that provide better service because they have less administrative burden, revenue that grows because decisions are data-driven, and guests that return because the experience is consistent.