Case Studies · Chia Laguna Resort, Sardinia
Proof, with a sea view.
The same platform runs Digital Locals for hotels and resorts worldwide. At Chia Laguna, a cast of named AI concierges handles thousands of guest conversations and alerts staff the moment something needs a human.
The film
Meet the resort's digital team.
The challenge
A resort never closes. The front desk has to.
Hundreds of guests, several restaurants, a spa, beaches, transfers and excursions. Most questions are simple. All of them arrive at once, in several languages, and many of them after the desk has gone quiet.
Illustrative · the kinds of questions a resort gets
What time does breakfast start, and can we book the beach club for tomorrow?
We land at 8. Is there a shuttle, and can we leave bags before check-in?
Is there a dress code at the seafood restaurant? Travelling with two kids.
Where's the nearest pharmacy that's open now?
Sunsets, trails and saddles: the questions follow the guests everywhere
The idea
A concierge team that speaks every language, and never goes off shift.
Named concierges
Luna and the team, with the resort's voice.
Chia Laguna gave its Digital Locals names, faces and a warm Sardinian tone, so a guest chatting at midnight feels looked after by the resort, not routed to a bot.
- In the guest's language. Italian, English, German, French and more, without a language line.
- Grounded in the resort. Menus, opening hours, transfers and activities, straight from what the resort approved.
- Honest. When the answer isn't there, the concierge says so and brings in a person.
Before, during and after the stay
From the first question to the drive home.
The digital team is on the website before booking, on the guest's phone during the stay, and still answering when the bags are back in the car.
- Before. Rooms, packages and "is it right for our family?" questions, answered while interest is live.
- During. Restaurant tables, spa slots and excursions, booked from the conversation.
- After. Feedback and lost-property questions handled without a phone call.
On the guest's phone
Introduced the way guests actually scroll.
Short vertical films put the digital team in front of guests where they already are: on their phones, before and during the stay.
Tap a film for sound
What the digital team handles
The whole stay, one conversation away.
Illustrative · what a resort's experts typically handle
What changed
Fewer repeat questions. More time for guests.
Before
- The same questions at the desk, all day
- Slow answers outside front-desk hours
- Booking interest that never became a booking
- Guest issues surfacing after checkout
With a digital team
- Instant, personalised answers in the guest's language
- Restaurant, spa and activity interest surfaced while it's live
- Staff alerted the moment something needs a person
- Repetitive enquiries taken off the team
In their words
What Chia Laguna says
It doesn't feel like AI. It feels like a well-connected local friend who happens to know everything. And we love that the repetitive questions have stopped landing on our team.
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