How VacayStay Boosts Bookings 58% with Chatref
58%
More Bookings
83%
Automated
$69k
Monthly Savings
Overview
VacayStay, managing 380 vacation rental properties serving 28,000 guests annually, struggled with booking inquiries and guest communication across time zones. With seventeen guest services staff handling questions about availability, amenities, check-in procedures, and local recommendations, response times exceeded ten hours during peak booking seasons. After implementing Chatref's vacation rental chatbot, VacayStay now handles eighty-three percent of inquiries automatically, increased bookings by fifty-eight percent, achieved ninety-four percent guest satisfaction, and saves sixty-nine thousand dollars monthly.
The Challenge
Potential guests browsing properties needed immediate answers about availability, pricing, amenities, and pet policies before booking. Delayed responses meant lost bookings to competitors with instant online booking. Current guests needed help with check-in instructions, WiFi passwords, appliance troubleshooting, and local activity recommendations at all hours. Seasonal surges overwhelmed staff during holiday booking periods. VacayStay needed an intelligent assistant that could check real-time availability, answer property questions accurately, provide check-in support, offer local recommendations, and operate twenty-four hours during peak vacation planning times without seasonal hiring.
The Solution
VacayStay selected Chatref after a summer season pilot showed exceptional booking conversion and guest satisfaction results. The chatbot integrates with their property management system and booking platform, accessing real-time availability and reservation details. Training involved property managers and guest services: they uploaded property descriptions, house rules, check-in procedures, local guides, and thousands of guest questions. Within four weeks the bot launched on their website, mobile app, and SMS channel, answering property inquiries, handling bookings, providing guest support, and offering recommendations while routing urgent maintenance issues to on-call staff.
Implementation & Key Benefits
Benefit #1: Instant Booking Conversion
Chatref checks availability and pricing instantly, answers all property questions, and completes bookings without delays. Booking conversion increased fifty-eight percent as prospective guests got immediate responses during their research phase. Last-minute bookings rose seventy-two percent as the bot captured evening and weekend inquiries that previously went unanswered.
Benefit #2: 24/7 Guest Support
The chatbot provides check-in instructions, WiFi passwords, appliance help, and emergency contacts anytime. It handles eighty-three percent of guest inquiries without staff involvement, and guest satisfaction reached ninety-four percent. Guests appreciate getting instant help when they arrive late at night or encounter minor issues, improving their vacation experience substantially.
Benefit #3: Personalized Local Recommendations
The bot suggests restaurants, activities, and attractions based on guest preferences and property location. This personalized service enhanced guest experiences, leading to forty-nine percent more five-star reviews and substantially improved repeat booking rates. Guests feel VacayStay provides exceptional concierge-level service.
Results & ROI
Bookings increased fifty-eight percent through instant response and seamless booking. Guest satisfaction reached ninety-four percent thanks to excellent support. Five-star reviews rose forty-nine percent, improving property visibility and bookings further. Automating support saves sixty-nine thousand dollars monthly, paying for Chatref in six weeks.
"Chatref transformed our vacation rental business. We capture more bookings instantly and provide exceptional guest experiences twenty-four seven. Revenue and satisfaction are at record highs."
Emily Carter
Founder & CEO, VacayStay
Key Takeaways
VacayStay demonstrates how vacation rental companies can use AI chatbots to capture more bookings, provide exceptional guest support, and scale operations—without seasonal hiring. Chatref's hospitality expertise makes guest service automation accessible for any vacation rental manager ready to grow profitably.