The AI problem a 744-room resort had to fix.

Before joining the Akia family, Arizona Grand’s guest messaging experience was unreliable and unscalable. Their previous AI-powered platform often sent guests incorrect information and couldn’t integrate properly with Opera Cloud, and staff would have to go in to fix mistakes and chase down support requests.

• The AI responded and fabricated events and amenities that didn’t exist.
• Messages and registration data frequently failed to sync with Opera and caused check-in errors.
• Guest journey customization was limited: any change to wording and schedule required long wait times from support. Simple edits like changing a reminder or enabling housekeeping options required intervention from their provider.

Staff lost confidence in AI, spending extra time monitoring messages to prevent misinformation.

“We never knew what it was going to do. It made up information, and we couldn’t turn it off. Akia has been the complete opposite — reliable, customizable, and accurate.”

Monique Perez, Guest Experience Manager, Arizona Grand Resort & Spa

With Akia’s AI Agents, the 744-room Arizona Grand Resort & Spa regained trust in automation and how its team communicates with guests.

Their former AI platform was unpredictable, sending incorrect messages, generating false information, and operating without staff control. With Akia, they found a system that finally understood their property, their workflow, and their guests. Monique shares:

“With Akia, we’re confident it works 99% of the time.”

AI Agents understands intent to respond more accurately.

They now use Akia’s Supervised AI mode, which lets staff review and approve messages before sending. This gives their team confidence that every guest response is correct while still saving time.

• 80% of AI-generated messages are approved without edits, which saves time from having to craft their own response. 
• The AI instantly handles common requests like transportation, housekeeping inquiries, amenities, upsells, and more. It automatically asks follow-up questions and pre-fills the message so staff only need to click “send.”

Easy setup and training by uploading property details.

Getting the AI up to speed was simple. They built a library of detailed internal knowledge, from “Ice machine near the Villas” to “Bellman pickup procedure.”

• The team began by logging their most frequently asked guest questions, then created references that covered each topic.
• Because guests phrase requests differently (“Can I get a ride?” vs. “Need a lift to the Villas”), Akia’s AI intelligently recognizes intent and delivers the right response every time.
• Agents are trained to ask follow-up questions for more context. For example, if a guest requests a bell ride, the AI will ask how many people will need to be transported, where they need to go, and where they are located. 
• The staff loves that they can update or add new references instantly and on their own without needing to get it approved by their provider.

This provides consistency across the team, even with new hires, and prevents the confusion they faced before.

Automation that talks to their Property Management System.

Beyond messaging, Akia powers the resort's digital guest journey with fully branded Mini Apps for check-ins, ID verification, and upselling offers.

Guests complete registration cards that sync directly with Opera Cloud, allowing them to decline housekeeping requests and update their guest information back into Opera Cloud.

Other notable results. 

• 5-star reviews went from ~10 to 50 per week using Akia’s Feedback and Smart Surveys.
• Increased revenue from promoting their dining and amenities through the Mini App.

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