We deliver authoritative technical hospitality support services for the modern travel industry. Horatio manages complex irregular operations (IRROPS), executes seamless rebooking & refund processing, and scales high-growth travel networks with specialized expertise.
CSAT Score
QA Score
Multi-language support coverage
In travel and hospitality, expectations evolve fast—and your support should keep up. Horatio delivers tailored solutions that flex with your business, from peak booking periods to expansion. We help you deliver personalized, high-quality experiences guests remember—and return for.
Provide consistent, multi-tier service with a focus on response times, resolution rates, and guest satisfaction, whether via phone, chat, email, or in-app.
Deliver seamless support wherever your travelers need it, from app onboarding and billing inquiries to customer service. Horatio provides 24/7 omnichannel assistance via chat, email, phone, and in-app, ensuring no moment of the guest journey goes unattended.
Whether you're onboarding thousands of guests during peak season or entering new global markets, Horatio’s support model flexes with you, offering dynamic scalability that keeps service levels high even as demand surges.
We represent your brand like it’s our own, fully adopting your voice, values, and tone. Every interaction reflects your unique identity, creating memorable guest experiences that foster loyalty and trust.
With QA scores consistently exceeding 98%, Horatio helps you build trust and retention through quality you can measure. Our structured feedback loops, calibrated reviews, and performance monitoring ensure your standards are always met.
We don’t just provide support, we optimize it. By tracking KPIs like CSAT, NPS, FRT, AHT, and resolution rate, we uncover actionable insights that help you refine your operations and exceed guest expectations.
Security and trust are non-negotiable. Horatio adheres to industry-leading standards, including GDPR, SOC 2, and HIPAA, safeguarding guest data and protecting your reputation at every step.
Deliver seamless support wherever your travelers need it, from app onboarding and billing inquiries to customer service. Horatio provides 24/7 omnichannel assistance via chat, email, phone, and in-app, ensuring no moment of the guest journey goes unattended.
Whether you're onboarding thousands of guests during peak season or entering new global markets, Horatio’s support model flexes with you, offering dynamic scalability that keeps service levels high even as demand surges.
We represent your brand like it’s our own, fully adopting your voice, values, and tone. Every interaction reflects your unique identity, creating memorable guest experiences that foster loyalty and trust.
With QA scores consistently exceeding 98%, Horatio helps you build trust and retention through quality you can measure. Our structured feedback loops, calibrated reviews, and performance monitoring ensure your standards are always met.
We don’t just provide support, we optimize it. By tracking KPIs like CSAT, NPS, FRT, AHT, and resolution rate, we uncover actionable insights that help you refine your operations and exceed guest expectations.
Security and trust are non-negotiable. Horatio adheres to industry-leading standards, including GDPR, SOC 2, and HIPAA, safeguarding guest data and protecting your reputation at every step.
In hospitality, exceptional service isn’t just a feature, it’s your reputation. Behind every reservation inquiry, rebooking request, or loyalty points question is a guest looking to feel understood. At Horatio, we invest deeply in the people delivering those moments.
Guest interactions require presence and empathy. Our in-house wellness program gives team members immediate access to licensed therapists and psychologists, helping them stay focused, kind, and capable.
Travel disruptions. Booking policy changes. Sudden guest volume spikes. Our rotational training prepares agents to adapt quickly and confidently, no matter the scenario.
Our delivery centers are thoughtfully built for focus and care, featuring quiet zones for handling escalations, ergonomic workstations for long shifts, and wellness rooms for recharging between interactions.
With a 2% turnover rate, our teams become true extensions of your brand. They don’t just memorize your policies, they embody your service philosophy and evolve with your roadmap.
Visit our delivery centers in the Dominican Republic or Colombia to see our operation in action. Meet the people representing your brand and feel the culture that turns your service model into a competitive edge.
Cate Marques
Chief Experience Officer
Justin Zemaitis
Co-Founder and Chief Insurance Officer
Jarvous Freeman
Vice President of Operations
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Discover how Horatio has helped some of the most dynamic travel and hospitality companies transform their guest support operations, improve satisfaction scores, and scale efficiently, without sacrificing service quality.
How Horatio Transformed Customer Service for a Leading Hospitality Brand
November 6, 2024
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May 21, 2025
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Have questions about outsourcing customer support with Horatio? Here are answers to some of the most common questions from companies exploring CX outsourcing.
At Horatio, we understand that in travel and hospitality, every moment counts. Let’s partner to enhance your guest experience, scale with confidence, and deliver thoughtful, high-quality support that builds loyalty and drives growth.
