How SynXis Concierge.AI is transforming guest communications at Ying’nFlo

At Ying’nFlo, guest experience has always been front and center. But as guest travel habits evolve and expectations grew, the team realized their communication approach needed a refresh. Recognizing this shift, Ying’nFlo partnered with Hospitality Solutions to implement SynXis Concierge.AI. The goal was to rethink how they connect with guests by making conversations faster, smarter, and more meaningful. 

Addressing key challenges

Ying’nFlo set out to improve the guest experience and operational efficiency by addressing key challenges in their communication workflows: 

• Language barriers made it difficult to support international guests effectively across digital channels 

• Limited responsiveness outside of working hours meant delays in addressing guest queries 

• Manual handling of repetitive questions (e.g. price of rooms, restaurants) placed a strain on staff and reduced time for high-value guest interactions

Meet Sam, Ying’nFlo’s latest digital team member

Concierge.AI was rolled out on Ying’nFlo’s website, but instead of launching just another generic chatbot, the team gave it a name—Sam. That simple move made the assistant feel more approachable and part of the team. 

Sam was trained to match Ying’nFlo’s tone and answer common questions about amenities, bookings, and more. Thanks to its connection with SynXis, Sam could pull live data and give accurate answers to guests in real time. The setup process was easy too.

We’ve trained other AIs before, and they’ve been quite difficult…I kind of call the platform you guys have a very idiot-proof way of setting up a conversational bot.

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Tangible impact on daily operations

Since launching Concierge.AI, the team has seen clear improvements across both guest experience and internal workflows:  

• Concierge.AI now resolves 80% of guest queries instantly, saving over 43 hours of manual work per property per month, allowing staff to focus on more personalized and high-value interactions that enhance the guest experiences 

• In its first month, the team saw a 13.8% uplift in booking engine transactions compared to pre-launch performance, highlighting Concierge.AI’s ability to drive real commercial impact through smarter guest engagement

Concierge.AI has improved our team’s efficiency by handling first-level queries. Previously, staff spent valuable time answering routine questions about dining options and the pool. Now that repetitive work is automated, allowing them to focus on higher-value tasks. More complex queries are seamlessly routed to live agents, ensuring personalized service where it matters most. It’s a clear win in terms of productivity and cost savings.

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Looking ahead

For Ying’nFlo, AI isn’t just about automation—it’s about enhancing hospitality. The team sees tools like Concierge.AI as key to helping staff do what they do best: create memorable guest experiences. 

Looking ahead, they believe AI will transform in three key phases: 

1. Information: Helping guests with answers and useful details 

2. Action: Booking rooms, ordering services, and making reservations 

3. Anticipation: Understanding guest preferences and offering help before they even ask 

With Sam in place, Ying’nFlo is already building toward a future where every guest interaction feels easy, personal, and unforgettable. 

I don’t think it will be long before AI will recognize who you are and personalize the experience, helping hoteliers exceed all expectations of the experience you thought you were going to have.