Case Studies · Chia Laguna Resort, Sardinia

Proof, with a sea view.

Chia Laguna Resort gave its guests a team of Digital Locals, delivered through the Digital Experts platform. In their first season they answered guests day and night, in Italian and English, long after the desk had closed.

  • 1,000+Guest questions in the first season
  • 1 in 4Asked after the desk had closed
  • 18Countries guests wrote from
  • 8Digital Locals, each with their own expertise

The film

Meet the resort’s Digital Locals.

The challenge

A resort never closes. The front desk has to.

Several hotels, restaurants, a spa, beaches, transfers and excursions. Guests from all over Europe and beyond. Most questions are simple, but they all arrive at once, in more than one language, and many of them after the desk has gone quiet.

Sunsets, trails and saddles: the questions follow the guests everywhere

Flexible by design

One platform. Met your way.

Digital Experts can show up as one simple voice, as areas of expertise or as named characters. Same knowledge, same boundaries. Chia Laguna chose characters, and called them Digital Locals.

  1. 01

    One simple voice

    Your brand, answering as one.

  2. 02

    Areas of expertise

    Your knowledge, organised by topic.

  3. 03

    Named characters

    Personalities guests remember. Chia Laguna’s choice.

We gathered what the real people who live and work at Chia know, from the front desk and the kitchen to the spa and the beach. Then we shared it out across a cast of Digital Locals, each with their own personality.

  • Luna, Head ConciergeLunaHead ConciergeLeads the team and knows the whole resort.
  • Chef MarcoMarcoChef MarcoFood and wine, from the seafood restaurant to the wine list.
  • Sofia, WellnessSofiaWellnessYoga, the spa and how to slow down.
  • Digital NonnaNonnaDigital NonnaLocal cooking and culture. Says it how it is, and keeps everyone in line.

Plus Stefano, Mia, Luca and Leonardo · eight Digital Locals, one platform

What we built

A team of locals who never go off shift, in the resort’s own voice.

Built from real people

What the team knows, on call for every guest.

Every Digital Local speaks from knowledge gathered from the people who run the resort, and leads with what Chia Laguna has approved. The guest gets a personality. The resort keeps control.

  • In the guest’s language. Italian or English, whichever the guest writes in.
  • Grounded in the resort. Menus, opening hours, transfers and activities, kept current with the resort’s website.
  • Honest. When the answer isn’t there, they say so and bring in a person.

Before, during and after the stay

A next step, not just an answer.

On the resort’s website before booking, on the guest’s phone during the stay. Answers come with the natural next step, and requests go straight to the team who can say yes.

  • One tap to book. The kids club, the spa or a sunset boat trip, right inside the answer.
  • Straight to the team. Spa and excursion requests arrive with the guest’s details attached.
  • The right hotel, every time. Room issues reach that hotel’s team, not a shared inbox.

Deploy

More than a chat window. Wherever the guest is.

The same Digital Locals meet guests online and on the property. We built the knowledge once and shared it everywhere: on the resort’s website and welcome screen, in social reels that introduced the Locals to Chia’s audience, in a printed guest guide, and on signs at the bar and front desk that invite guests to ask a local.

A sign at the resort bar reads Got a thirst for local knowledge, with a QR code to ask the Digital Locals
At the bar
A sign at the front desk reads Ask a local here, with a QR code to the Digital Locals
At the front desk
A guest reads the printed Ask Luna guide, which introduces the Digital Locals with photos of the real people behind them
In the guest guide
A guest scans the QR code in the printed guide with their phone to start a conversation
Scan to ask
  • Online. The resort’s website, the guest welcome screen and social.
  • On property. A QR code wherever a guest might wonder, from the guest guide to the bar and front desk.
  • One source. Every channel answers from the same approved knowledge, so the answer is the same wherever it’s asked.

In the guest’s words

Guests don’t search. They ask.

Can I book a restaurant tonight?

Il ristorante di pesce deve essere prenotato?Do I need to book the seafood restaurant?

Hello, can I book the Sip & Sail?

Is anything happening tonight that I don’t know about?

I can’t sleep. What would you do right now?

Real questions from Chia Laguna’s first season. Dining came up more than anything else, then the spa, getting around and the room. Every one now tells the resort something about what guests want.

What changed

Fewer repeat questions. More time for guests.

Before

  • The same questions at the desk, all day
  • Slow answers once the desk had closed
  • Booking interest that never became a booking
  • Guest questions nobody could see or count

With Digital Locals

  • Answers day and night, in the guest’s language
  • Restaurants, spa and experiences offered while interest is live
  • Requests sent to the right team, details attached
  • A season of guest questions the resort can now act on

In their words

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.
Chia Laguna, Sardinia

Honest by design

When a person should answer, it brings one in.

No guessed prices. The request goes straight to the people who can quote it, with everything they need to reply. That’s what keeps guest trust.

Next case study: Burnett Mary Regional Group →

Your guests are already asking.

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