Hanmer Springs Thermal Pools & Spa, a renowned tourism gem that revives locals and holiday-makers with mineral-rich hot pools, day spas, steam rooms, and more; implemented Yonder to streamline customer communications, enhance guest experience, and drive more membership sales through the powerful Ibis integration.
With a small, dedicated reservations team, they leaned on Yonder’s AI chatbot and marketing tools to reduce repetitive workload, resolve common customer issues faster, and better direct guests to the right products.
We met with Ollie, Sacha, and Jess, from the Hanmer Springs team, to tap into their experience with Yonder.
Yonder handles the “menial but necessary” questions, freeing up staff to focus on more complex, human conversations.
“The Chatbot has saved the team a lot of time and meant that we can focus on the guests who really need help.”
In the last twelve months, 91% of chatbot enquiries were helped immediately, with a further 2% leaving contact details - saving 145 hours of valuable staff time.
The quiz simplified a pricing model that included different package types and purchase options, helping guests confidently choose the right pass.
“People who might have just abandoned their booking, actually complete the purchase because the quiz simplifies it.”
The quiz garnered 1343 interactions, with 961 completed and submitted in the last 12 months. These conversions mean that Hanmer Springs achieves ROI within the first couple of days of the month!
The Chatbot interactions revealed content gaps that led to website updates and more effective FAQs.
“The chatbot brings up the parts of our website where actually, it’s not very clear and we need to adjust something. It actually helped us improve.”
Staff now receive chatbot alerts directly via email, reducing time spent reviewing logs.
“Before, we had to manually go into the portal and chase unresolved chats. Now, the team is notified automatically.”
The membership quiz tracks responses to help understand customer demand and enable high-performance retargeting campaigns.
“Even if they don’t finish the purchase, that process is still marketing data that we can use”
Whether it was onboarding, troubleshooting, or making adjustments, Yonder’s team consistently responded quickly, followed up without being prompted, and offered practical solutions tailored to the business’s needs. They appreciated having real people behind the product—people who not only understood the tourism industry but also genuinely cared about their success.
“Usually with our service providers, we’re chasing meetings. With Yonder, they’re the ones following up with us!”
This sense of accessibility and partnership made it easier to try new features, iterate quickly, and get more value out of the platform without the stress of long delays or complicated support processes.
“The platform is so easy to use. Even without training, it’s hard to get lost.”
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