Atenea

Bookings falling into voicemail after 7pm and on Sundays. Spanish pre-arrival queries got answered by whoever was near the phone. Two reception shifts per property plus an outsourced answering service routing 3-5% of calls to the wrong destination.

By day 90: every inbound answered in 60 seconds, 24/7, EN/ES. Booking conversion +22% vs the prior quarter. Outsourced answering service cancelled. Two reception shifts redirected to on-property guest experience.

The owner handled after-hours emergencies personally, typically 4-7 per night. About 30% were lost (asleep, on another job, talking to a customer). Each missed call: ~USD 850 in emergency service going to the competitor.

By day 90: ~120 emergency inbounds captured per month that used to go to voicemail. Same-day jobs +20%. The owner sleeping at night from week 5 onward.