Four Seasons Gets Chatty With Clients


Four Seasons Hotels and Resorts have expanded their multi-channel chat service with the addition of WhatsApp. As of Dec. 18, 2018, over 3.5 million messages had been shared, allowing guests to connect with people on the property and further personalize their travel experience. 

"Four Seasons looks at things first and foremost through a human lens in our approach to effective and meaningful connection with our guests. Integrating new technology as part of our celebrated chat service adds further value at each touch point in the travel journey and paves the path to our continued growth and innovation in the mobile space," explained Christian Clerc, president, Worldwide Hotel Operations, Four Seasons Hotels and Resorts.

The chat service is 100% powered by humans and translates in over 100 languages. The service allows guests to connect with and message the property teams before, throughout and after their stay at the resort, with the response rate averaging out to 90 seconds. The service can be used to inquire about numerous services at he resort including making or altering spa reservations. 

More in Customer Service