Wink Hotels (Travel Buddy)
Redefining Guest Experience Through AI Travel Assistant
Multilingual, Mobile, and Made for Stories
Case Study Summary:
Wink Hotels wanted to create a modern, connected guest experience beyond traditional hotel apps. Travel Buddy was born—a conversational travel assistant designed to guide, entertain, and support guests throughout their stay in Vietnam.
The Challenge:
International guests struggled with language and cultural navigation
Staff had limited bandwidth for personalized recommendations
No digital experience to extend brand storytelling
Our Approach:
Built a multilingual AI chatbot trained on local experiences and FAQs
Designed a Discover Feed to surface nearby attractions, events, and deals
Integrated an audio tour system that auto-detects location for hands-free city guides
Enabled user-generated stories with photos, captions, and sharing tools
The Result:
A mobile-first guest experience that turns hospitality into exploration
Reduced pressure on front desk and concierge staff
Guests report feeling more connected to Vietnam’s culture
Unique digital storytelling layer that builds brand loyalty and buzz