A WhatsApp Concierge That Answers Guests Around the Clock
A fixed-price WhatsApp concierge for three boutique hotels: instant answers in five languages, upsells, check-in and handover to the front desk.
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- Client
- EnjoyBCN Group
- Location
- Barcelona, Spain
- Website
- hotellapau.com
- Sector
- Hospitality & Travel
- Service
- Custom Development
- Duration
- 8 weeks
- Team
- 3 people: PM, AI engineer, full-stack dev
- Built with
- Node.jsOpenAIWhatsApp Business APIPostgreSQLMews APIVercel
- questions answered instantly
- 81%questions answered instantly
- upsell revenue per stay
- +19%upsell revenue per stay
- languages
- 5languages
- fixed price, delivered on time
- On budgetfixed price, delivered on time
01 · About the client
EnjoyBCN Group is a young Barcelona hotel group running three boutique properties in the Gothic Quarter, Eixample and Gràcia. Guests messaged the front desk on WhatsApp at all hours about check-in times, luggage, restaurants and transfers, in several languages. The small desk teams couldn't keep up at busy times, and upsells like late check-out or airport transfers were rarely offered.
02 · The problem
- 01
Busy front desks.
Staff answered the same WhatsApp questions all day, often while checking guests in.
- 02
Slow night replies.
Messages sent overnight waited until morning.
- 03
Missed revenue.
Late check-out, transfers and experiences were rarely offered.
- 04
Fixed budget.
The group needed a clear price and a launch before the summer season.
03 · Our solution
For one agreed price, we built a WhatsApp concierge connected to the group's property management system. It answers guest questions instantly in their language, sends pre-arrival messages with check-in details, and offers late check-out, transfers and local experiences at the right moment. Anything it can't handle, or any complaint, goes straight to the front desk with the conversation attached. Each hotel's team edits answers and offers in a simple dashboard.
04 · What we built
Instant multilingual answers
English, Spanish, Catalan, French and German.
Pre-arrival messages
Check-in details and directions sent automatically.
Smart upsells
Late check-out, transfers and experiences offered at the right time.
Front-desk handover
Complaints and special requests passed to staff with context.
Hotel dashboard
Edit answers, offers and opening hours without developers.
Want a concierge that never sleeps, at a fixed price?
05 · Challenges we solved
- 1
Three hotels, one agent
Each property has its own answers and offers, managed from one system.
- 2
Brand voice
We tuned replies to sound like the hotels' own staff, not a bot.
- 3
Fixed scope
Features outside the agreed list went onto a phase-two list, so the price never moved.
06 · Our approach
Week 1
01 Discovery
Agreed scope, price and top guest questions with each hotel.
Weeks 2–6
02 Build
Concierge, PMS integration, upsells and hotel dashboard.
Week 7
03 Pilot
Ran at one hotel with every conversation reviewed.
Week 8
04 Launch
Rolled out to all three hotels before the summer season.
07 · Results
Guests now get answers in seconds at any hour, and front desks focus on the guests in front of them. Timely offers turned WhatsApp into a revenue channel, and the group owns a system it can extend to new hotels.
Inside the product.
Key screens from the build. Click any screen to enlarge.
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