Elevating Guest Experiences
How Horatio Transformed Customer Service for a Leading Hospitality Brand
November 6, 2024
Read story →Travel and Hospitality CX Support
Creating memorable guest experiences, on brand
Every interaction shapes the guest journey in the travel and hospitality industry. Success hinges on delivering seamless, personalized experiences, whether at booking, check-in, or customer service.
Example Eyebrow
We help forward-thinking technology brands scale smarter with elite talent, advanced processes, and innovative support strategies that enhance every interaction and fuel sustainable growth.
90%
CSAT Score
93%
QA Score
24/7
Multi-language support coverage
Tailored support that evolves with your guest experience
In travel and hospitality, expectations evolve fast—and your support should keep up. Horatio delivers tailored solutions that flex with your business, from peak booking periods to expansion. We help you deliver personalized, high-quality experiences guests remember—and return for.
Expert guest support across channels
Provide consistent, multi-tier service with a focus on response times, resolution rates, and guest satisfaction, whether via phone, chat, email, or in-app.
Meet Horatio, where hospitality excellence meets operational precision
Horatio empowers travel and hospitality brands to deliver five-star experiences at scale. Our dedicated teams become an extension of your brand, enhancing service delivery, improving guest satisfaction, and increasing operational efficiency. Support guests around the globe with responsive, human-centric care, without stretching your internal resources.
Delight guests at every touchpoint.
Deliver seamless support wherever your travelers need it, from app onboarding and billing inquiries to customer service. Horatio provides 24/7 omnichannel assistance via chat, email, phone, and in-app, ensuring no moment of the guest journey goes unattended.
Scale support to match seasonal demand and market growth.
Whether you're onboarding thousands of guests during peak season or entering new global markets, Horatio’s support model flexes with you, offering dynamic scalability that keeps service levels high even as demand surges.
Maintain a consistent, branded guest experience.
We represent your brand like it’s our own, fully adopting your voice, values, and tone. Every interaction reflects your unique identity, creating memorable guest experiences that foster loyalty and trust.
Boost guest satisfaction with performance you can count on.
With QA scores consistently exceeding 98%, Horatio helps you build trust and retention through quality you can measure. Our structured feedback loops, calibrated reviews, and performance monitoring ensure your standards are always met.
Gain powerful insights to drive better experiences.
We don’t just provide support, we optimize it. By tracking KPIs like CSAT, NPS, FRT, AHT, and resolution rate, we uncover actionable insights that help you refine your operations and exceed guest expectations.
Protect your brand with enterprise-grade compliance.
Security and trust are non-negotiable. Horatio adheres to industry-leading standards, including GDPR, SOC 2, and HIPAA, safeguarding guest data and protecting your reputation at every step.
The people behind your brand’s guest experiences
In hospitality, exceptional service isn’t just a feature, it’s your reputation. Behind every reservation inquiry, rebooking request, or loyalty points question is a guest looking to feel understood. At Horatio, we invest deeply in the people delivering those moments.
01
Onsite wellness that supports emotional intelligence
Guest interactions require presence and empathy. Our in-house wellness program gives team members immediate access to licensed therapists and psychologists, helping them stay focused, kind, and capable.
02
Cross-functional training for adaptable support
Travel disruptions. Booking policy changes. Sudden guest volume spikes. Our rotational training prepares agents to adapt quickly and confidently, no matter the scenario.
03
Spaces designed to support calm under pressure
Our delivery centers are thoughtfully built for focus and care, featuring quiet zones for handling escalations, ergonomic workstations for long shifts, and wellness rooms for recharging between interactions.
04
Low turnover, high trust
With a 2% turnover rate, our teams become true extensions of your brand. They don’t just memorize your policies, they embody your service philosophy and evolve with your roadmap.
05
Transparency you can experience
Visit our delivery centers in the Dominican Republic or Colombia to see our operation in action. Meet the people representing your brand and feel the culture that turns your service model into a competitive edge.
Hear it from our clients
What our clients are saying
“It impresses me every day how well our team really understands what we're building and what we're doing and how to best serve our community. My only regret is not working with Horatio earlier.”
Cate Marques
Chief Experience Officer
“Our experience with Horatio has been nothing short of amazing. Our business actually is very involved. There is a lot of industry specific knowledge for the roles that they have here. So they've adapted very well. The customer service is outstanding.”
Justin Zemaitis
Co-Founder and Chief Insurance Officer
“The best part about working with Horatio is that they’re not just a vendor. They focus on being a strategic partner in every aspect of your business; the future of BPOs. Long gone are the days where contact centers are cost centers. Horatio turns a contact center into a profit center.”
Jarvous Freeman
Vice President of Operations
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Case Studies
Proven impact for leading travel & hospitality brands
Discover how Horatio has helped some of the most dynamic travel and hospitality companies transform their guest support operations, improve satisfaction scores, and scale efficiently, without sacrificing service quality.
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Help & Support
Frequently Asked Questions
Have questions about outsourcing customer support with Horatio? Here are answers to some of the most common questions from companies exploring CX outsourcing.
Elevate every guest interaction into a brand advantage.
At Horatio, we understand that in travel and hospitality, every moment counts. Let’s partner to enhance your guest experience, scale with confidence, and deliver thoughtful, high-quality support that builds loyalty and drives growth.