Coastal Retreats Management
Direct Booking Increase
Average Response Time
Manual Hours Saved Weekly
The Challenge
Coastal Retreats was managing 32 beachfront properties with a team of three. Guest communication was consuming over 4 hours daily. Direct booking conversion sat below 8%, with most revenue flowing through OTAs at 15-20% commission. During peak season, response times averaged 45 minutes — leading to lost inquiries and negative reviews.
The Solution
Hostly Reply was configured across all 32 properties with full channel unification — WhatsApp, Instagram DMs, website chat, SMS, and email. The direct booking automation captured every inquiry and routed it through a qualification and booking link delivery sequence. Risk detection was enabled on all properties with custom thresholds for the high-value beachfront units. Agreement enforcement was configured to release access codes only after signature.
"We went from chasing messages across five different apps to having everything in one place. The direct booking numbers speak for themselves."
— Operations Director, Coastal Retreats Management