Answering enquiries out of hours, handling bookings by chat and not losing a single lead are everyday challenges for clubs, restaurants and service businesses in Marbella and Puerto Banús. Hiring staff just to cover round-the-clock availability rarely pays for itself — which is why, at Marbella AI Agency, we have built an AI chatbot that looks after customers at any time of day, without constant human involvement. It already runs on the website of Naô Pool Club, where in the 2026 season it has handled over 3,500 messages and captured over 400 booking leads.
The cost of not replying in time
When a potential customer writes out of hours — or during opening hours while the team is busy — and gets no immediate reply, the business runs two risks:
- The customer goes to a competitor
- A booking or sales opportunity is lost
For hospitality and leisure businesses on the Costa del Sol, where the volume of enquiries through social media and the website is high, this happens every single day.
How an AI chatbot with a multi-agent architecture works
We designed the assistant with several specialised AI agents, coordinated by a master agent:
- Master agent: analyses every incoming message and automatically decides which specialised agent should handle it — events, general enquiries or lead management.
- Enquiries agent: answers questions about prices, opening hours or services by checking the business’s database in real time, and logs every interaction automatically.
- Events agent: connects to the ticketing platform’s API to get up-to-date information before answering questions about available events, as at Naô Pool Club.
- Leads agent: as soon as it detects an intention to book, it asks the customer for their contact details, sends an immediate email to the internal team and records the lead in a spreadsheet for follow-up.
All conversations are logged automatically, so the team can review at any time what people are asking and how the assistant is responding.
Omnichannel service: beyond the website
This system isn’t limited to a single channel. The same AI approach can be extended to Instagram Direct and WhatsApp, so a business can look after its customers on whichever channel they prefer, with the same quality of reply and the same lead capture on every channel — what is known in digital marketing as omnichannel service.
This development is part of our work on digitalising local businesses — you can read more about the wider context in our article on how artificial intelligence is transforming local businesses in Marbella.
The result for the business
A club, restaurant or service business goes from depending on its team’s availability to answer enquiries, to having an assistant that responds, informs and captures leads 24 hours a day — without losing control, since final bookings are always closed by the human team.
+400booking leads capturedReal Case StudySee how it works at Naô Pool Club: AI web chatbot →Want an AI chatbot for your business?
If you run a club, restaurant or service business in Marbella or Puerto Banús and want to offer 24/7 customer service with AI, visit our website or drop us a message and let’s talk.
Marbella AI Agency — AI automation for hospitality and lifestyle businesses in Marbella.