Chatbots are computer programs that utilize artificial intelligence to facilitate interactive, automated, and real-time conversations. In the tourism sector, they have become innovative tools for enhancing visitor experiences. Based on three theoretical models, the Expectation Confirmation Model (ECM), the conceptual framework for evaluating information system performance (ISSM) combined with the theoretical approach to technology adoption (TAM), this research analyzes the factors that cause fulfillment in the usage of destination chatbots, as well as their impact on continued use and visitation intention. Field study centers on Quito, the capital of Ecuador, recognized by UNESCO in 1978 as part of its World Heritage list, where the Quito Guide Bot tourist chatbot was implemented on Facebook and Messenger. A convenience sampling of 284 students was conducted, all of whom interacted with the chatbot before completing a self-administered questionnaire. The structural model was validated using PLS-SEM. The outcomes indicate that perceived usefulness, information quality, and perceived enjoyment have a favorable influence on fulfillment. Likewise, fulfillment emerges as a determining and predictive factor of both continued chatbot use and the intention to visit the destination.