Vila Galé, one of Portugal's leading hotel chains, is working with GetVocal to bring AI agents into its bookings and customer support operations.

Missed requests and limited availability were constraining the business. Vila Galé deployed AI agents to handle reservations and customer support, which faced a growing challenge: keeping up with demand during peak periods, after hours, and on weekends.

GetVocal began with a focused first use case: automating room reservations. Over three months, the teams worked together to map Vila Galé's business processes, build the conversational flows, and run internal validation testing before the solution went live.

The Vila Galé Group has been collaborating with GetVocal on a project to develop various AI agents to support its operations, always with the goal of improving customer service. The most advanced phase of the project will be the launch of a booking agent that will complement the current customer service structure, ensuring 24/7 availability and a high standard of service quality.

Gonçalo Rebelo de Almeida, CEO of Vila Galé

Following that initial success, the relationship expanded. The two teams are now exploring a range of use cases across the group, including concierge services, collections, complaints management, and supplier communications.

What started as a scalability fix has become a broader transformation programme, reshaping how one of Portugal's most recognised hospitality brands manages its operations end to end.

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