How Landal routes guests to the right park reception across two brands.
One of Europe's largest holiday park operators deployed Stellar's voice AI to handle inbound calls for both Landal and Roompot, routing guests to the correct park and authenticating callers via booking lookup.
At a glance
Landal GreenParks, one of Europe's largest holiday park operators, deployed Stellar's voice AI agent on their inbound guest support line to handle calls for both the Landal and Roompot brands:
- 1,500 calls handled daily — Stellar's voice AI answers the phone for two distinct brands, Landal and Roompot, providing a seamless experience tailored to each
- 95% routing accuracy ensures guests consistently reach the correct park reception on the first try, across dozens of park locations
- 70% authentication accuracy means most guests are verified via booking lookup before being connected to an employee, giving staff full context from the start
About Landal
Landal GreenParks is one of Europe's leading holiday park operators, managing an extensive portfolio of parks across the Netherlands, Belgium, Germany, Austria, and beyond. Following the merger with Roompot, the company now operates hundreds of parks under two well-known brands, welcoming millions of guests each year.
With a large and diverse park portfolio, Landal's guest support team handles a high volume of inbound calls. Guests call about everything from check-in details and on-park facilities to booking changes and local directions. Getting each caller to the right park reception quickly is essential to the guest experience.
The challenge
After the merger of Landal and Roompot, the company needed to handle inbound calls for two brands across dozens of park locations. Each park has its own reception, and guests expect to be connected to the right one without being bounced between departments.
Traditional call routing couldn't keep up with the complexity: identifying which brand the guest is calling about, which park they're staying at, and whether they have an active booking, all before connecting them to the right person. Doing this manually consumed significant time from park reception staff, who would rather spend that time helping guests on-site.
Landal needed a solution that could answer calls for both brands, reliably identify and authenticate callers through booking lookup, and route them to the correct park reception with full context.
The solution
Landal deployed Stellar's voice AI agent on their inbound guest support line. The agent handles calls for both the Landal and Roompot brands, automatically adapting its greeting and conversation flow based on the brand context.
For each call, the agent identifies which park the guest is calling about and looks up their booking details to authenticate them. Once verified, the guest is routed to the correct park reception. When the call reaches a staff member, they already know who the guest is, which park they're staying at, and what their booking looks like.
This means park reception staff can skip the identification step entirely and jump straight into helping the guest with their actual question.
The results
Stellar's voice AI now handles inbound calls for both Landal and Roompot, providing a consistent and branded experience across the entire park portfolio.
With 95% routing accuracy, guests are connected to the right park reception on their first try. No more being transferred between locations or repeating their question to multiple people.
70% of callers are authenticated via booking lookup before they reach a staff member. This means reception teams start each conversation with context: who the guest is, where they're staying, and what their booking looks like. The result is faster, more personal service for guests and less repetitive work for park staff.
