01The challenge
Late replies, busy phones and few reviews
Enquiries that arrived after front-desk hours were answered late, and some guests booked elsewhere in the meantime.
Staff answered the same questions about rooms, directions and check-in all day, feedback after checkout was patchy, and past guests were rarely invited back.
02What they switched on
The whole stay, on WhatsApp
The resort used SAMWAD to handle guest communication from the first enquiry to the next visit.
- 1Chatbot builder →
Answers to booking enquiries
Enquiries from the website or social media get availability, packages, prices and property details in WhatsApp, at any hour.
- 2Message templates →
Confirmations and pre-arrival info
Guests get their booking voucher and receipt, then directions, check-in times, parking and house rules before they arrive.
- 3WhatsApp Flows →
Requests during the stay
Guests ask for housekeeping, room service or extra amenities in a form inside WhatsApp instead of calling.
- 4Campaigns →
Feedback and repeat visits
After checkout guests are asked for feedback and a Google review; past guests who opted in get seasonal and weekend offers.
See it in WhatsApp
One of the automations above, as the customer sees it.
Illustrative chat. Names and details are examples.Yes! Our river-view cottage is available on 15–16 Nov at ₹8,500 a night, breakfast included.
10:41 amBook nowSee photosWonderful! Here’s your booking link. We’ll send directions and check-in details before you arrive.
10:43 am03The results
More direct bookings, more reviews
Direct bookings rose from 74 to 106 a month, and enquiries now get a reply in under 3 minutes instead of over 2 hours.
Monthly Google reviews rose from 18 to 47, and the front desk spends more time with guests and less on the phone.
04What you can copy
Lessons for travel and hospitality teams
- Answer enquiries at night too: that’s when many guests plan trips.
- Send directions and check-in details before guests ask.
- Ask for a review right after checkout, while the stay is fresh.
How we measured
- 43% more direct bookings. Direct bookings rose from 74 to 106 a month. Source: from the customer’s own reports.
- <3 min first reply to enquiries. Average first response, down from 2 hours 10 minutes (about 98% faster). Source: from SAMWAD analytics.
- 161% more Google reviews. Monthly Google reviews rose from 18 to 47. Source: from the customer’s own reports.