Smarter hospitality: Cordial Hotels & Resorts elevates service with Velma

In the evolving hospitality landscape of the Canary Islands, Cordial Hotels & Resorts continues to stand out by creating memorable guest experiences across its properties in Gran Canaria and Lanzarote. With a strong commitment to personalized service, quality, and making every stay feel unique, the group looked for a technology partner capable of enhancing guest communication while helping teams deliver a more efficient and seamless experience. They found that partner in Quinta and its AI Hotel virtual assistant, Velma. We spoke with Patricia Díaz from the Sales and Marketing team at Cordial Hotels & Resort

About the vision behind this collaboration and how Data is supporting their mission to combine human hospitality with innovative digital solutions

What motivated your organisation to implement Velma?

“The main reason we implemented Velma was to improve our customer experience, not only because it can respond effectively at any time of the day, but also because it allows our team to focus on more complex tasks, such as selling beans, supplier management, or coordination with other departments. By handling repetitive and low-value questions that consume time, Velma enabled us to focus on what really matters: making our guests happy.”

How do your teams interact with Velma on a daily basis, and what results have you seen?

“We have been using Velma since March 2025, and we see it as both a support tool in guest interactions and an opportunity to generate bookings. Sometimes it feels like we are talking about another member of the team. As a result, it has significantly improved our customer experience throughout their entire customer journey on our website. It also brought an extra level of motivation to the team when it comes to turning leads into actual bookings.”

How important is data management and optimization in solving customer issues? Can you share an example where detailed information helped a customer make a purchase?

“When it comes to resolving customer queries, having access to clear and well-structured information is essential in order to provide the right answer. The way data is structured in Q-Data makes it easy to access the information needed and better understand each situation. As it’s not a real-time interaction, it allows us to analyze each case and make more informed decisions. The team’s ability to advise and support during the booking process helped us adapt to each specific need. For example, we recently converted a 12,000 euro lead at the hotel, an amount that is not typical, thanks to our follow-up. We identified why the guest had not completed the booking and were able to offer alternative payment conditions, which ultimately led to the booking conversion.”

In what ways is Q-Sales helping you to turn leads into bookings? Could you tell us how you deal with these leads? 

“So Q-Sales allows us to manage leads in a fast and personalized way, which has a direct impact on sales. Unlike emails or phone calls where you start from a sketch, the tool provides context, helping us quickly understand the customer’s intent and engage more effectively from the very beginning. To convert leads into bookings, it’s not about sending an email, it’s about sending the right email for each customer. We used a corporate template and adapted it based on the conversation with Velma. When we successfully convert a lead into a booking, the satisfaction is clear. However, there is something even more valuable: when a customer who has not booked with us still takes the time to reply and thank us for the personalized attention. That’s when the satisfaction is even greater, because we know that the next time they want to stay in a hotel, they will remember us.”

Have you explored Quinta’s other solutions, and are any particularly valuable for your property?

“We are currently exploring the possibility of using Velma on WhatsApp. This channel is increasingly used to support guests during their stay. If an AI agent can handle this type of interaction, it allows our team to focus on creating exceptional guest experiences, which aligns with the philosophy of Cordial Hotels & Resorts: a genuine commitment to our customers.”

How would you describe your experience of Quinta’s support and customer guidance?

“Unlike many technology providers, working with Quinta is not just about opening a ticket. You can always reach out to someone who is willing to help you. The team combines professionalism with a very approachable attitude, which makes working with them easy and very enjoyable.”

Overall, on a scale from 1 to 10, how satisfied are you with Velma and your collaboration with Quinta? 

“We are delighted with Quinta. They are always available to support us with any technological matters. We are also keen to continue development and drive improvement together. I will give them a nine. Because we believe there is always room to improve and strive for excellence.”