Royal Resorts is a renowned Mexican hotel chain with more than 40 years offering a unique vacation experience in the Mexican Caribbean. With resorts located in Cancún, Riviera Maya, and Puerto Morelos, Royal Resorts stands out for its world-class hospitality, luxurious facilities, and a strong focus on sustainability and guest well-being. Its commitment to innovation and continuous improvement has led to the adoption of advanced technological solutions to optimize operations and deliver exceptional service to modern travelers.
Recognized for its outstanding service, the brand faced a strategic challenge: the sales team was spending too much time on repetitive questions and manual tasks. With the adoption of Asksuite’s AI, the group automated frequent inquiries, identified qualified leads, and began operating with higher intelligence and focus on real conversions.
The Challenge: Valuable Time Spent on Low-Quality Leads
Before partnering with Asksuite, Royal Resorts already offered top-notch service via live chat. The downside was that a significant part of the sales journey was consumed by interactions that did not result in bookings.
Automation came to the rescue as the AI started handling frequently asked questions and filtering potential guests, freeing the sales team to focus exclusively on high-value leads.
Besides that, the lack of understanding as to why the quotes were abandoned made it difficult to recover missed opportunities. With Asksuite’s platform, Royal began to systematically track these cases, turning potential losses into confirmed sales.
24/7 Assistance: Direct Impact on Opportunity Generation
Between January and July 2025, Asksuite’s AI handled more than 12,000 travelers. Of these, around 2,000 interactions occurred outside business hours — opportunities that were previously lost.
Now, every day begins with a database of qualified leads ready for the sales team to act on.
Data Intelligence for Conversions: US$3 Million in Quotes and a 13% Average Conversion Rate
During the same period, the AI sent nearly US$3 million in B2C quotes to potential guests. The platform provides rich data — such as travel dates, accommodation types, and guest profiles — that enable highly personalized and relevant follow-ups.
As a result, Royal Resorts achieved an average conversion rate of 13% on leads generated on Asksuite’s platform.
Group Segment: Over US$1 Million in Revenue Potential
Royal Resorts also reports stellar performance in the groups segment. In 2025 alone, there were 40 group requests with a potential value exceeding US$1 million.
With a dedicated team managing this segment, Asksuite’s AI performs the initial pre-qualification, ensuring that only high-quality opportunities reach the sales team, optimizing time and accelerating conversions.
Omnichannel Service with OTAs: Consistency and Agility in Every Interaction
With the integration of Booking.com and Expedia chats into the Asksuite platform, Royal Resorts has further centralized its communication channels. This guarantees immediate, standardized, and high-quality responses across all guest touchpoints.
“The centralized management of OTA communications strengthens the consistency of our service and reinforces our premium value proposition. It’s a strategic differentiator in today’s market,”
says Enrique.
Expectations for Sophia: A Premium, Digital, and Humanized Experience
Royal Resorts is excited about the launch of Sophia, Asksuite’s next-generation AI. With capabilities like conversational language and voice responses, the aim is to elevate the service standard even further — making every interaction more fluid, natural, and personalized.
“We see Sophia as an ally that transforms the first digital contact into a relationship built on trust from the very beginning,” Enrique emphasizes.
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