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KAYA Zurich operates short-term apartment rentals in Zurich, hosting guests for stays ranging from a few nights to multiple weeks. The guest relationship is high-touch by category: travellers need help before they arrive, during their stay and occasionally in genuinely time-sensitive situations.
Guest communication for a short-term rental operation lives across booking platforms, email and WhatsApp, and the conversations don't follow office hours. Most arrivals happen in evenings and at weekends, and emergencies (lockouts, appliance issues, building access) can happen at any hour. The operations team needed a single, reliable layer between guests and the human team, with the right escalation paths built in.
Image courtesy of kayazurich.com
We deployed a team of AI agents on WhatsApp as the primary guest channel, with email handoff for long-form requests. A Pre-arrival Concierge sends check-in instructions, building access codes and neighbourhood information at the right moment in the guest journey. An In-stay Support Agent handles requests around the apartment, recommendations and local logistics. An Emergency Triage Agent identifies time-sensitive issues and immediately routes them to the on-call human operator. A Check-out and Review Agent manages departure logistics and asks for a review when guest satisfaction is highest.
Guest communications are now centralised in one WhatsApp system with full visibility for the management team, regardless of when guests message or what they need. Operationally, the team can sleep at night knowing genuine emergencies will be escalated and routine questions will be handled.
We design the team, train it on your products and tone, deploy it across the channels your customers actually use, and stay on as the operator.