Last Mile Program | Sustainable Tourism & Digital Transformation

“Last Mile” Program

ABOUT US

H2O Hospitality is proud to participate in the “Última Milla” initiative—led by Spain’s Ministry of Industry and Tourism—to drive the digital and sustainable transformation of the tourism sector. As a forward-looking company managing short‑term rentals across Barcelona, we’ve engaged in this programme to enhance our operational excellence, service quality, and environmental responsibility.

OUR INITIATIVES

As part of our involvement in the ‘Última Milla’ programme, we have implemented a range of key initiatives to further digitalise our operations, enhance service quality and reduce our environmental footprint:”

1) Virtual Visits

To offer our guests a more immersive and transparent booking experience, we have implemented 360º virtual tours across a selection of our apartments.

These interactive tours include strategically placed touchpoints and detailed explanations, allowing future guests to explore every corner of the property and fully understand its layout, features and amenities.

By providing a realistic view of our accommodations before booking, we aim to improve the user experience and help each guest choose the apartment that best suits their needs with complete confidence.

You can see the results of the virtual tours on the specific pages for each of the apartments:

https://www.h2o-hospitality.com/our-apartments/

Example of Virtual Visit

2) AI-powered customer service chatbot

To further improve the guest experience, we have implemented a smart customer service chatbot available 24/7 on our website. This virtual assistant is designed to quickly resolve any questions you may have before booking one of our apartments, from availability and amenities to booking policies.

In addition, the chatbot can provide personalised recommendations and useful tips to help you make the most of your upcoming visit to Barcelona. Whether you need advice on the best neighbourhoods to stay in, local attractions to explore, or dining options nearby, our chatbot is here to guide you every step of the way.

3) Alarm notification system for building residents

As part of our commitment to responsible tourism and community well-being, we have created a dedicated incident reporting system for neighbours in the buildings where our tourist apartments are located.

Through a visible QR code displayed in common areas, any neighbour can instantly access a WhatsApp channel to report an incident or concern. This real-time communication tool allows us to respond quickly and efficiently, ensuring that any issues are resolved as soon as possible and maintaining a harmonious coexistence with the local community.

4) 24/7 Real-Time WhatsApp support for every guest

To provide faster and more efficient support to our guests, we have implemented an AI-powered chatbot capable of resolving any incident in real time through a private WhatsApp channel.

This intelligent system is available 24/7 and allows guests to report issues instantly, receiving immediate guidance or solutions without the need for delays. Whether it’s a question about the apartment, a technical problem, or an urgent request, the chatbot ensures every situation is handled quickly and effectively.

By centralizing communication on a secure and private platform, we guarantee a seamless experience for our guests while improving our response times and service quality.

5) Green Stay program

As part of our commitment to promoting responsible tourism, we have developed the new ‘Green Stay’ functionality, designed to help guests make more sustainable choices during their stay.

Using advanced geolocation technology, Green Stay identifies and highlights nearby businesses and services that follow sustainable practices. This includes eco-friendly options in sectors such as transportation, dining, retail, waste management and more.

The solution is built on proven, scalable tools that ensure reliable information and an effortless user experience. By integrating Green Stay into our services, we not only provide added value to our guests but also support the local economy and contribute to a positive environmental impact.

6) Dissemination and communication of the “Last Mile” program

As part of our ongoing commitment to transparency and to raising awareness about the importance of innovation and sustainability in the tourism sector, we have carried out a comprehensive communication plan to highlight our participation in the ‘Última Milla’ programme.

First, information about the programme and our involvement has been published on our own website, where guests and partners can learn more about the objectives and impact of the initiative. This dedicated section explains how the programme supports digital transformation, service quality improvements, and sustainability actions that directly benefit our guests and the communities where we operate.

Secondly, we have leveraged our official social media profiles to reach a wider audience. Through posts, stories and updates on platforms such as Facebook and Instagram, we have shared the different actions we are implementing under the ‘Última Milla’ programme, creating awareness and engagement with our followers.

Finally, we have launched targeted advertising campaigns on Google Ads and Meta Ads to further amplify the message. These campaigns are specifically designed to inform both potential guests and industry stakeholders about our active role in the programme and the steps we are taking to digitally transform our operations, reduce our environmental footprint and deliver a superior user experience.

This multi-channel strategy ensures that our participation in the ‘Última Milla’ programme is visible and accessible to anyone interested, reinforcing our commitment to responsible tourism and continuous improvement.