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“This new channel enhances how we connect with our guests by keeping them informed of our latest offers, ensuring they never miss out and enjoy a more seamless, engaging stay experience.” ChuongTran – Room Division Manager, Holiday Inn & Suites Saigon Airport
Located just 10 minutes from Tan Son Nhat International Airport, Holiday Inn Saigon Airport by IHG is a leading 348-key, 5-star business hotel where “Culture Meets Comfort.”
As a critical gateway for travellers entering Vietnam, the property faced a unique operational challenge: a global guest profile that is incredibly diverse and relies heavily on cross-language communication.
The hotel’s guest base shows a strong dominance of English speakers at 74%, alongside Chinese at 15%, Vietnamese at 8%, and other international travellers.
Because of this high-traffic international mix, a staggering 92% of guests interacting with digital hotel services use foreign languages to ask questions, making efficient, multilingual support a cornerstone of their guest experience strategy.
While their seafood buffet was a local favourite, a large segment of their guests — busy transit passengers and corporate travellers — were “invisible.”
These guests were often too tired or time-crunched for a 2-hour buffet experience, leading to missed revenue opportunities for the hotel. Furthermore, the front desk was heavily burdened during the day, with 70% of all guest inquiries concentrated during peak hours (8:00 AM to 5:00 PM).
To capture this latent demand with a focused budget, Holiday Inn Saigon Airport brought in GuestWeb, a web-based mobile concierge for in-room dining, as an experimental digital-first pilot.
This platform was designed specifically to turn the "invisible" transit traveler into a satisfied guest. By deploying a multilingual AI chatbot, the hotel addressed the core of its operational friction:
Bridging the Language Gap: The AI instantly handles inquiries in the guest’s preferred language, removing the 92% communication barrier identified in the opening.
Instant Update Information: Unlike paper menus, GuestWeb ensures that dining options, prices, and hotel information are updated in real time across the entire property.
Sustainable Efficiency: The digital transition completely eliminated the recurring printing costs and the heavy manual labor required to maintain physical in-room guides.
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By shifting from reactive manual service to an automated, integrated digital ecosystem, Holiday Inn Saigon Airport transformed its guest operations into a streamlined, high-efficiency revenue engine.
The introduction of GuestWeb fundamentally restructured the hotel's workflow. Previously, essential tasks—such as room cleaning, amenity deliveries, luggage assistance, and maintenance repairs—relied on a complex web of manual phone calls and staff messaging.
Today, every request made through GuestWeb is automatically recorded and dispatched to the relevant department without human intervention. Most importantly, food and beverage orders now flow directly into the Infrasys POS system—a small technical step that has resulted in a massive leap for the property’s bottom line.
High Guest Usage: In just 62 days, guests scanned the QR codes 4,150 times and clicked for hotel information 4,333 times. Food and drinks were the most popular sections. The "Grab & Go" offer got 733 clicks, showing that guests really wanted quick dining options.
Increased Sales: The system handles 450 room service orders every month. This has brought in an extra $8,400 in monthly room service sales.
Fast Answers: Most guests (65%) used the tool to ask questions. They found their own answers regarding restaurant hours (21%), hotel facilities (16%), and general rules(15%) instead of calling the front desk.
Fewer Phone Calls for the Front Desk: Because the AI answers questions automatically, the front desk receives far fewer phone calls during their busiest hours (8:00 AM to 5:00PM).
Bonus: Requests for items like extra towels or soap make up 14%of guest needs, and these are now handled automatically. The system even tracks stock levels so the hotel knows exactly when to restock supplies.