Location: Ulcinj, Montenegro
Property Type: Boutique Hotel / Guest House
Website: koliqi.com
Solution Used: WhatsApp AI Agent (Check-in, Concierge, Feedback)
Implemented by: Unframed Agents
🚀 Challenge
Located in the heart of Ulcinj, Guest House Koliqi offers a warm, authentic experience to travelers from around the world. But as the number of international bookings grew, so did the challenges:
- Front desk overwhelmed with repetitive questions
- Manual check-in causing delays and friction
- No structured way to gather guest feedback
- Missed opportunities to upsell or assist during the stay
The team knew they needed to modernize — without losing their personal touch.
💡 Solution: One Smart WhatsApp Agent for the Entire Guest Journey
We partnered with Koliqi.com to deploy a WhatsApp-based AI assistant that handles three key stages of the guest experience:
1. ✅ Pre-Arrival Smart Check-In
Two days before each booking, guests receive a personalized WhatsApp message:
“Hi [Name], we’re excited to welcome you to Guest House Koliqi! To save time at check-in, you can securely send your ID here and let us know your arrival time.”
- 🛂 Guests upload their passport/ID photo directly in WhatsApp
- 📥 Data is forwarded securely to the hotel reception
- 🕐 Guests can confirm ETA and make special requests (e.g., baby cot, parking)
Result: 75% of guests now complete check-in before arrival — freeing up staff and improving first impressions.
2. 🛎️ During Stay: Instant Concierge Service
Throughout their stay, guests can message the hotel via WhatsApp for instant help:
- “What time is breakfast?”
- “Can I get an extra pillow?”
- “Can you recommend a good seafood restaurant?”
The AI assistant handles 90% of these requests instantly, forwarding complex ones to human staff via Telegram.
Result: Faster response times and higher satisfaction — especially with international guests who prefer messaging over calling.
3. ⭐ Post-Stay Feedback & Review Boost
After checkout, the same agent sends a friendly follow-up:
“Thanks for staying at Guest House Koliqi! How was your experience?”
- Guests rate their stay with 1–5 stars
- 4–5 star guests are guided to leave a Google or Booking.com review
- 1–3 star guests are escalated privately for management follow-up
Result:
- 3× increase in 5-star reviews
- Valuable insights on room cleanliness, staff, and comfort
- Improved guest recovery when something went wrong
📊 Results After 30 Days
| Metric | Before AI Agent | After AI Agent |
|---|---|---|
| Avg. Check-in Time | ~7 minutes | <2 minutes |
| Guest Response Time (FAQ) | ~15 minutes | Instant (90%) |
| Online Review Rate | 1 in 10 guests | 1 in 3 guests |
| Negative Feedback Escalation | Manual | Automated |
| Staff Time Saved Weekly | ~6 hours | ✅ |
🗣️ What the Owner Says
“Guests love the convenience of chatting with us on WhatsApp — and we love that the AI handles the repetitive stuff. It’s like hiring a virtual receptionist that works 24/7.”
— Koliqi Family, Owners of Guest House Koliqi
🧠 Why It Works
- Frictionless Experience: WhatsApp is natural for travelers
- No App Required: No need to download anything
- Multilingual Ready: Supports English, Albanian, Montenegrin, and more
- Modular Logic: Can be expanded to handle payments, upsells, or custom workflows
✅ Ready to Automate Your Hotel Too?
If you’re a boutique hotel or guest house looking to streamline operations, increase guest satisfaction, and grow your reviews, our WhatsApp AI agent can help — fast.
📞 Contact us at info@beunframed.com
🌐 Or visit https://agents.beunframed.com/