Part of Özaltın Holding since 1997, Gloria Hotels & Resorts operates four hotels in the luxury segment in Belek and serves a broad guest portfolio from many countries.
Its multi-hotel structure and multilingual guest base make Gloria's call center both high-volume and high-standard; even calls logged in the system alone exceed 190,000 a year across the four hotels.
At that scale, sustaining seamless 24/7 multilingual service without compromising quality had become an increasingly difficult equation for Gloria.
The Real Operational Challenge
Gloria's multi-hotel structure is managed centrally, and under normal conditions the call center team can greet guests in multiple languages.
Especially on the night shift and in peak season, however, maintaining the same multilingual standard and short wait times with existing team capacity became difficult.
Alongside high call volume, recurring information requests also took a significant share of the team's time, reducing capacity available for more personal guest moments.
Why Heyhotel AI?
Choosing the right technology partner for Gloria was far more than a routine supplier decision; they needed a solution that would not compromise luxury-segment service standards and could adapt reliably and quickly.
For Gloria, Heyhotel AI is not a classic chatbot; it was positioned as a strategic layer that carries the brand's service quality, courtesy language, and operational standard into the digital world.
The integration moved faster than expected: the system quickly adapted to the four hotels' PBX switchboard setup and could personalize responses using guest data from Fidelio.
Özaltın Holding IT Systems Coordinator Adil Bişkin notes that the integration progressed much faster than they expected and that they adapted to the four hotels' PBX structure in a short time.
Voice and WhatsApp: One Standard, Many Channels
At Gloria, guests are now greeted by the voice AI assistant Oria; on calls coming through the switchboard, the guest's language is detected automatically and service is provided in that language.
Once it became clear that guests increasingly preferred WhatsApp over phone in recent years, the system integrated into the corporate WhatsApp line began handling incoming requests to the exact same standard as the voice channel.
All hotel information loaded into the system is delivered consistently on both channels; whichever channel guests use, they receive the same quality of response.
No Procedure Detail Is Skipped
In busy periods, a team member skipping some procedure steps is a human risk; whether allergen information was asked on a request, or whether a guest was reminded that a service is paid, can be missed in those moments.
Heyhotel AI never skips at this point: it asks for allergen information when needed, and clearly states when a paid service outside the concept applies. That prevents potential negative feedback as early as the request stage.
CRM Director Mustafa Şerbetcioğlu notes that in peak periods the team could occasionally skip procedure details such as allergen information, whereas the AI asks for that information on every request without exception.
Multilingual and Uninterrupted Service
Gloria's international guest portfolio made sustaining multilingual service especially difficult at hours when team capacity was limited.
Heyhotel AI preserves the same multilingual standard even when staff cannot physically cover those hours, so guests receive uninterrupted answers in their own language.
Operational Visibility
Requests no longer remain only completed conversations; requests from both the voice channel and WhatsApp are automatically logged into the relevant system and also archived via email as a second record.
That visibility strengthens not only day-to-day operations for the team, but also long-term capacity and service planning.
The Human Touch Is Preserved
Gloria positions Heyhotel AI not as a replacement for people, but as a layer that reduces the team's recurring information workload.
While routine information and standard requests are handled by AI, the call center team can focus on more personal guest moments that require higher touch.
The Result
For Gloria, technology is no longer only a tool that supports operations; it is a strategic force that makes service quality more visible and stronger.
Today, thanks to the system:
- High-volume call traffic across four hotels can be managed from a single center.
- Routine information requests are handled directly by Heyhotel AI.
- Procedure details such as allergen information and paid-service warnings are never skipped.
- Voice and WhatsApp deliver uninterrupted service to the same standard.
- Requests are logged automatically and can be tracked retrospectively.
- Multilingual service can continue on the night shift despite limited team capacity.
Adil Bişkin summarizes the value Heyhotel AI adds to operations through its rapid support as follows:
"Heyhotel AI's most important quality is that it gives us fast support, makes improvements instantly, and permanently embeds our requests into our operations; that is extremely valuable for us."