NEWT Chat, operated by Reiwa Travel Co., Ltd., has been selected for group-wide deployment across all 14 properties of nine hours, the wellness capsule hotel brand operated by nine hours Co., Ltd.
Why NEWT Chat
nine hours operates Japan-born wellness capsule hotels built around the concept of "1h (shower) + 7h (sleep) + 1h (getting ready) = 9h," with 14+ locations across major cities nationwide. With the recent surge in inbound demand, the following challenges had become pronounced:
- 24/7 inquiry response — providing access to essential information around the clock, including inquiries from overseas
- Multilingual facility guidance — accurately and quickly conveying capsule-hotel-specific shared spaces and gender-separated floor guidance to international guests
- Strengthening direct bookings via the official site — preventing guests from leaving the official site with unresolved questions or concerns
- Unstaffed late-night/early-morning hours — inquiries that remained unanswered overnight even after self-check-in was introduced
After comparing multiple AI chat tools, nine hours selected NEWT Chat for its support of 40+ languages, simple URL-based setup, and ability to roll out across all properties at once.
Expected impact of adopting NEWT Chat
| Area | Expected impact |
|---|---|
| Automated multilingual support | Instant 24/7 automated responses in 40+ languages to check-in, house rules, and service inquiries |
| Improved staff efficiency | Routine inquiries are automatically handled by AI, freeing staff to focus on higher-value guest interactions |
| Increased direct bookings via the official site | Multilingual chat widget reduces overseas guest drop-off from the official site, improving the direct-booking rate |
| Consistent quality across the group | Uniform inquiry response quality across multiple brands and all properties |
Comments
Hidetaka Yonemoto, Director, Hotel Division, nine hours Co., Ltd.
"We especially valued that NEWT Chat supports 40+ languages and can respond around the clock to questions about check-in procedures, house rules, and facility services. For many inbound guests, being guided in a language they're comfortable with — even when it isn't their native language — adds real value to the guest experience. By deploying it across all properties, we hope to provide the same quality of support at every location."
Hiroki Ukeda, Executive Officer / CBO, Reiwa Travel Co., Ltd.
"The group-wide rollout at nine hours is a highly meaningful case for NEWT Chat. Expanding into the capsule hotel / wellness facility category also demonstrates the breadth of NEWT Chat's applicability. The value of 24/7 multilingual AI support is maximized precisely at self-check-in properties. We will continue to create new guest experiences with nine hours through technology."
What NEWT Chat brings
- Coverage in 40+ languages — guests can ask questions in their own language and get immediate answers
- Five-minute setup — just enter a URL and the AI auto-learns the site (Deep Research feature)
- 24/7 availability — late-night and early-morning inquiries handled by the agent
- Free tier — up to 200 conversations at no cost
- Multi-channel — web widget, LINE integration, and other touchpoints
Related links
Get in touch
For deployment inquiries or press requests, please reach out via our contact email (newt-chat@reiwatravel.co.jp).