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Hospitality and tourism

Every guest enquiry answered, in the guest’s own language

A holiday rental agency brings enquiries from every channel into one CRM, gets replies drafted in the guest’s language for staff to approve, and turns bookings into tasks for cleaning and maintenance.

Holiday rental agency on the Adriatic, 12 people

Enquiries and bookings

New enquiry 2

Family of fourWebsite form · German
Two couplesEmail · English

Offer sent 2

Group of sixVilla with a pool · follow-up due
CoupleApartment by the sea

Booked 1

Returning guestArrival details requested
Tools we typically use
A custom CRM, Pipedrive or HubSpot, n8n, Claude or GPT models, Your channel manager, Google Workspace or Microsoft 365, WhatsApp Business, Next.js

The build at a glance

4enquiry channels in one CRM
5languages drafted
1staff approval before a reply is sent
3guest messages scheduled around each stay

The sector

Tourism on the Adriatic is seasonal, and the season is short.

Enquiries arrive in several languages through booking platforms, the website, email and messaging apps, often outside working hours. A guest who waits for an answer books elsewhere. At the same time each booking sets off practical work: arrival instructions, cleaning, repairs and a report to the owner of the property.

Where the time goes

Each channel had its own inbox and each employee their own way of keeping track. In high season enquiries waited while staff handled arrivals, and nobody could say how many were unanswered. Replies in less common languages took longest. Cleaning was arranged by phone and messages, and owner reports were compiled at the end of the season from several spreadsheets.

  • Enquiries are scattered across platforms, email and messaging apps

  • Replies in the guest’s language depend on who is on shift

  • Cleaning and maintenance are arranged by phone

  • Owner reports are assembled by hand from several sources

One system around how the work is done

Booking to arrival

  1. BookingBooking confirmedFrom your channel manager
  2. CRMGuest and stay recorded
  3. EmailArrival details requestedIn the guest’s language
  4. TasksCleaning scheduled between stays
  5. MessageCheck-in instructions queued

Staff can edit or stop any message before it goes out

  1. 01

    One CRM for every enquiry, whatever channel it came through, with the guest, the dates and the property attached

  2. 02

    An AI step that reads the enquiry and drafts a reply in the guest’s language from availability and your house rules, for staff to approve and send

  3. 03

    Reminders for offers that have had no answer, so follow-up does not depend on memory

  4. 04

    Scheduled messages before arrival, on arrival day and after departure, with directions and check-in details

  5. 05

    A booking creates cleaning and maintenance tasks for the right team, with the times of departure and next arrival

  6. 06

    A report per property owner: occupancy, bookings and costs, prepared from the same data

How the project runs

Four steps, one process at a time

  1. 01

    Map the process

    We follow an enquiry through to departure, in season and out of it, and note who does what and through which channel.

  2. 02

    Pilot one process

    Enquiries from the website and email go into the CRM first, with drafted replies for a few properties.

  3. 03

    Extend

    The remaining channels, guest messaging and cleaning tasks are added before the season, and owner reports after it.

  4. 04

    Care

    We keep the connections running through the season and use the quiet months to adjust templates and add what was missing.

What changes for the team

  • Staff approve and send replies instead of writing each from scratch
  • An unanswered enquiry is visible to the whole team
  • Cleaning is scheduled from bookings, not from phone calls
  • Owner reports are prepared from data that already exists

Every enquiry is in one place with an owner and a status, and a drafted reply is waiting when staff open it. Guests receive the practical information at the right moment without anyone remembering to send it. Cleaning teams and property owners get what they need from the same booking data.

A composite scenario based on typical projects in this sector. It does not describe a named client, and the sample data is illustrative.

The same working day, before and after

What a few ordinary moments look like once the system is in daily use.

BeforeAfter
An enquiry arrivesIt sits in one of several inboxes until someone has time to answer.It is in the CRM with the dates and property attached, and a draft reply in the guest’s language is ready.
A guest writes in another languageStaff answer in English or wait for a colleague who speaks the language.A draft is prepared in the guest’s language and a staff member approves it.
A booking is confirmedArrival details, cleaning and key handover are arranged through messages and calls.Tasks for cleaning and maintenance are created and the guest gets arrival instructions before the stay.
Something breaks during a stayThe guest calls, and the repair is arranged from memory.A maintenance task is opened for the property and assigned, with the guest kept informed.
An owner asks how the season is goingA report is put together by hand from the booking calendar.The owner report is prepared from the bookings and checked before it is sent.

Questions from this sector

Can we keep our channel manager and booking system?

Yes. Availability, rates and bookings stay where they are. The CRM reads from them and adds what they do not cover: conversations, tasks and reports.

Are replies sent to guests automatically?

Drafts are prepared automatically, and staff approve them before sending. Routine messages you have agreed in advance, such as arrival instructions, can go out on a schedule.

Which languages are covered?

The ones your guests write in most. We set them up with you and check sample replies with someone who speaks each language before going live.

What about guest data?

It stays in accounts that belong to you, and only the data needed for a stay is used. We agree with you how long it is kept.

When is the right time to introduce this?

Outside the high season. We start with enquiries from one channel, so the team gets used to it before the busy months.

Use cases in this story

Business automationCRM implementation

Every enquiry in the CRM, without retyping

Enquiries from forms, email and chat become contacts and deals in your CRM, with the right person notified.

Open use case CRM implementationBusiness automation

No open quote left without a follow-up

The CRM reminds the owner, drafts the follow-up and shows which deals have gone quiet.

Open use case AI integrationsBusiness automation

A support inbox that sorts itself

Incoming messages are sorted by topic and urgency, routed to the right person and given a draft reply.

Open use case

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