The challenge
A luxury wellness chain with 4 retreats in Rishikesh, Kerala and Goa was leaving treatment slots empty because guests booked Ayurveda consultations only on arrival. The front desk took 25 minutes per guest just to walk through the menu. Pre-arrival prep — dietary, mobility, contraindications — came in piecemeal over email and was sometimes lost. Post-stay rebooking was a Diwali email blast and nothing else.
How we deployed
- Built a pre-arrival concierge on WhatsApp that walked guests through the treatment menu 5 days before arrival.
- Captured dietary, health and contraindication info in a structured form that synced to the eZee PMS.
- Pre-booked treatments and consultations before arrival — guest walked into a fully scheduled stay.
- Sent post-stay nurture starting day +14 with personalised retreat-package suggestions based on the just-completed stay.
- Auto-flagged guests on the 6-month rebook window with a curated package and one-click hold.
What changed
- Treatment occupancy lifted 47% across all 4 retreats inside 6 months.
- Post-stay rebook rate climbed to 31% — up from a 9% baseline on email-only outreach.
- Front-desk consultation time dropped from 25 minutes to a 4-minute confirmation.
- Guest NPS lifted 22 points across the chain — guests felt anticipated, not asked.
- Therapist roster utilisation evened out across weekdays — no more empty Tuesday afternoons.
"A wellness guest does not want to do paperwork at check-in. They want their consultation to start when they arrive. WhatsApp gave us five days to prepare for them."
— GM · Luxury wellness retreat