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Telefónica Travel and Hospitality global Company newsroom

Meliá Hotels International

IT Operations Automation

Meliá needed a homogeneous, secure, and scalable global technology environment that could respond quickly to the needs of a growing hotel group while simplifying hotel management and supporting guest and employee experience.

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150 connected hotels in Spain
240,000 requests per year
close to 9,000 technology devices
more than 250 hotels across 40 countries

Reported impact

Business outcome

The program increases automation, enables more proactive support, speeds incident resolution, and reinforces a secure, consistent, globally integrated technology environment for Meliá's hotel operations.

  • Customer Experience
  • Productivity Improvement
  • Risk Reduction
  • Scalability

Solution

Telefónica is extending its long-running managed-services partnership with Meliá by using artificial intelligence inside a global Service Desk operating model that supports more than 250 hotels in 40 countries. The implementation centers on the Service Desk model as the front door for technical assistance, incidents, and digital-solution support across nearly 9,000 devices in hotels and corporate headquarters. AI is applied to automate requests, assist monthly support conversations, and move the service toward more predictive and proactive incident handling. Around that core, Telefónica provides workplace management, field support, functional support, communications, cloud services, and advanced cybersecurity services to keep the environment consistent and secure. The broader architecture also includes connected hotels, 5G connectivity, and network slicing in selected properties to guarantee service levels for demanding connectivity scenarios such as live video streaming.

Data flow

Support requests and AI-assisted conversations from hotels and corporate headquarters enter Telefónica's Service Desk, where automation and AI help triage and resolve incidents. Cases are then handled through workplace, field, cloud, security, functional support, and communications services, with the resulting support delivered back into Meliá's day-to-day hotel operations across its global estate.

Solution architecture

6 components · 5 layers
  1. Compute
    • artificial intelligence Automates requests, assists support conversations, and improves proactive and predictive incident resolution within the Service Desk.
  2. Serving
    • Service Desk model Acts as the central managed support layer for technical assistance, incidents, digital solutions, workplace management, and communications across Meliá hotels and headquarters.
    • 5G connectivity Provides hotel connectivity, including indoor NSA 5G and SA 5G coverage in at least one flagship property.
  3. Orchestration
    • network slicing technology Creates virtual 5G slices to guarantee service levels for connectivity use cases such as live video streaming during peak demand.
  4. Governance
    • advanced cybersecurity services Protects Meliá's systems and data and helps ensure business continuity in the managed environment.
  5. Uncategorized
    • cloud services Supports the global digital services model that underpins Meliá's homogeneous and scalable technology environment.

Architecture clues

  • Current Spanish deployment includes 150 connected hotels.
  • Global managed-services scope covers more than 250 hotels in 40 countries.
  • Several virtual 5G mobile networks were configured to guarantee service levels during high demand.
  • The Meliá Madrid Serrano Hotel had indoor NSA 5G, SA 5G and network slicing coverage.
  • The support model serves close to 9,000 technology devices across hotels and headquarters.

Evidence from the source

"Artificial intelligence will further enhance the capabilities of the services managed by Telefónica, enabling greater process automation, more proactive support, and faster incident resolution."
"Meliá currently manages close to 240,000 requests per year, more than 70% of which are already automated, in addition to over 12,000 monthly conversations assisted by artificial intelligence."
"One of the main developments in this new phase is the expansion and evolution of AI capabilities within the Service Desk."
"The agreement includes advanced cybersecurity services designed to strengthen the protection of the hotel group's systems and data, while ensuring business continuity in an increasingly demanding digital environment."
"To support this transformation, Telefónica will continue providing a comprehensive Service Desk model, including technical assistance and specialised support for incidents and digital solutions, as well as workplace management, field support, security, cloud services, functional support and communications."
Transparency Evidence & methodology 90/100 reference value · 94% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value90/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth25/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact15/25
    1 metric describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence94%
  • Source authority25/25
    The deployment is described by the adopting organization or a government source.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    5 direct source quotes retained.
  • Date provenance10/10
    The publication date comes from the source page or publisher.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. Meliá Hotels International

    Meliá Hotels International customer story

    First-party
    https://www.telefonica.com/en/communication-room/press-room/telefonica-accelerates-the-evolution-of-melias-global-technology-model-through-ai-and-cybersecurity/
    Source type
    Customer-published story
    Published
    Sep 10, 2026
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes
    • Publication date

Date evidence

  • Published on source page Sep 10, 2026 · Telefónica · First-party
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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