Property type: Extended stay hotel
Location: Orlando, Florida (US)
House rules snapshot: quiet hours 10:00 PM–8:00 AM
Stay pattern: Weekly or monthly bookings
Customer Testimonial
"Until we started using Una, I had no idea how many guests wanted to book rooms late at night or early in the morning. Now, thanks to Una, we never miss those reservations. UNA serves all our communication channels 24/7. Our team only steps in when decisions are needed, not for routine queries. This is not just automation—it’s a complete transformation of our operations."
Lee Gardens Extrended Stay, General Manager, Michael Averbukh
Una & Guest Touchpoints: Website widget, phone line, WhatsApp, kiosk mode
Problem 1: Lost Bookings and Revenue. Staff couldn’t respond instantly to every call or message, especially at night or during busy times. This led to missed bookings, lower conversion rates, and limited growth without adding more staff.
Solution 1: UNA independently made 232 direct bookings (no OTA fees) over 10 months, generating $80,968 in revenue at an average weekly rate of $349 per guest stay.
Problem 2: Dicentralized Guest Communication Across Channels. Before Una, managing guest messages across phone, WhatsApp, and website chat was a mess—manual, time-consuming, and easy to miss. Staff had to juggle between systems, causing delays and inconsistent service.
Solution 2: UNA was deployed as a unified communication center, taking over 100% of incoming guest interactions. Acting as the hotel's voice on a dedicated phone number, UNA seamlessly managed communications across all platforms. Una generated 172 personalized staff tasks (e.g., assign tasks to prepare a room for guests with children).
Problem 3: Front Desk Overload and Inefficient Task Flow. Front desk staff struggled with manually assigning tasks based on guest service requests, leading to long delays and occasional missed requests. This caused increased guest dissatisfaction, frequent human errors, and inconsistent service quality, ultimately impacting the overall guest experience.
Solution 3: UNA became the central dispatcher, managing all guest requests seamlessly across multiple communication channels and assigning those requests directly to the appropriate staff members, eliminating errors common with manual task delegation. Over ten months, UNA handled 4,104 conversations, including 2,475 phone calls, with only 80 cases—just 1.95%—requiring human interaction.