A short term rental manager drowning in guest messages across WhatsApp, Hostaway, and email. Umera built an AI chat agent that replies in under 60 seconds with property specific answers. 24 hours a day.
Huluki Home Stays manages short term rental properties across London. Their business depends on guest satisfaction. Five star reviews drive bookings. Slow replies kill them. Every message matters.
The team needed a way to handle guest communication 24/7 across every platform without hiring more staff. WhatsApp messages at midnight. Check in questions on Airbnb at 6am. Maintenance requests via email during viewings. The volume was relentless.
Guests message when they arrive. That is often 10pm, 11pm, midnight. Check in codes, WiFi passwords, parking instructions. Every question needed an immediate answer, or the review suffered.
Messages came through WhatsApp, Hostaway, Airbnb, Booking.com, and email. Keeping track of conversations across five platforms meant things got missed. Context got lost between channels.
Response times averaged 30 minutes to several hours. Sometimes longer on weekends. Guests noticed. Reviews mentioned it. Rankings dropped. Fewer bookings followed.
Between 6pm and 9am, the business was effectively offline. Guests arriving after hours got no response until morning. By then, the damage to the experience was done.
Umera built a bespoke AI chat agent trained on Huluki's property data. Check in codes, house rules, WiFi passwords, local restaurant recommendations, transport links, parking instructions. Every property. Every detail. The agent answers guest questions instantly with accurate, property specific information.
When something needs human judgement, the agent escalates to the team via Slack with full context. The team only sees what actually needs them.
"I don't even think about guest messages anymore. It just handles it."
Huluki Home Stays
The transformation was immediate. Response times dropped from hours to seconds. Guest satisfaction went up. The team got their evenings and weekends back.
| Metric | Before Umera | After Umera |
|---|---|---|
| Response time | 30 min to hours | Under 60 seconds |
| Guest complaints | Regular occurrences | Zero in 6+ months |
| Hours saved | 40+ hours/month on messages | 36+ hours reclaimed |
| After hours coverage | None | 24/7 automated |
| Channel management | Fragmented across 5 apps | Unified through AI |
A guest sends a message via WhatsApp or Hostaway. Could be a check in question at 11pm. Could be a WiFi issue at 2am. The AI chat agent picks it up instantly.
The agent checks the property knowledge base, identifies the guest and their booking, and replies with the exact information they need. Accurate. Specific. In under 60 seconds.
90% of messages are resolved without human involvement. The other 10% get routed to the right person via Slack with full conversation context. No noise. Just the things that actually need a human.
See how an AI chat agent works for your properties. 15 minutes. No commitment.
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