Urban Stay Collective
Response Time Reduction
Guest Satisfaction Increase
Risk Incident Reduction
The Challenge
Urban Stay Collective was scaling rapidly from 8 to 18 properties. The existing manual communication process couldn't keep up. Guests were waiting hours for responses during busy periods. Risk assessment was done manually via spreadsheet, and two incidents in the previous quarter highlighted the need for automated screening.
The Solution
Hostly Reply was deployed with a focus on speed and risk management. AI guest communication handled all first-response interactions across WhatsApp and email. Risk detection was configured with custom criteria for the urban apartment portfolio. Escalation routing was set up to alert the team immediately for any flagged bookings. Review generation was enabled to rebuild their online reputation after the scaling challenges.
"The risk detection alone paid for the system. We caught two high-risk bookings in the first month that we would have missed completely."
— Founder, Urban Stay Collective