The challenge
A 3-property boutique resort group with 14, 18 and 22 keys across Coorg, Wayanad and Alibaug had the founder personally answering guest WhatsApp queries past midnight. Cloudbeds held the inventory but nobody on the ops team checked it before quoting. Morning ops calls ran 75 minutes across three property managers, and a soft-launched 4th property was held up because the team had no spare bandwidth.
How we deployed
- Connected Cloudbeds availability and rate-plan APIs into a WhatsApp Business concierge.
- Tuned the concierge voice to match each property — coffee-estate Coorg vs beachside Alibaug.
- Replaced the 75-minute morning ops call with a single Slack brief — what is full, what is empty, what broke overnight.
- Ran sentiment + rating-drop anomaly detection across Booking, MMT and TripAdvisor reviews; routed to property manager on Slack.
- Captured guest preferences across stays so a returning guest at Wayanad got their previous room category quoted first.
What changed
- Founder reclaimed 19 hours of weekly management time across the group.
- Guest NPS lifted 16 points blended across three properties in 90 days.
- Morning ops calls cut from 75 minutes to a 4-minute Slack scan.
- Median guest WhatsApp response time fell to under 90 seconds, day or night.
- Fourth property launch unblocked — onboarded onto the same stack in 11 days.
"I used to be the help desk at midnight. Now Slack tells me what matters in the morning and the concierge handles everything else in our voice."
— Founder · 3-property boutique resort group