Scaling Boutique Hotels in a Country That Mostly Stays in Hostels
A growing boutique hotel chain turned missed calls into booked rooms and transformed their reservation teams into upselling machines.
What They Were Up Against
Echor.in operates multiple boutique properties across India's most competitive tourist destinations. Their reservation teams were drowning in calls, manually scribbling down check-in dates, room preferences, and special requests.
The problems were everywhere: booking details got lost in translation between calls and their PMS, agents had no idea which marketing campaigns drove the most valuable inquiries, and upsell opportunities for suite upgrades and spa packages were consistently missed.
Worst of all, after-hours calls from international travelers went straight to voicemail. Every missed call was a potential booking walking to a competitor with better response times.
How We Fixed It
We implemented CallOptix with hospitality-specific custom fields: check-in/check-out dates, room types, guest counts, special requests, occasion mentions, and budget indicators—all extracted automatically from every conversation.
The data flowed directly into their property management workflow, eliminating manual entry errors and ensuring every guest preference was captured from the first touchpoint.
We deployed sentiment analysis to flag dissatisfied callers for immediate manager follow-up and identified which agents excelled at upselling premium packages. Those techniques were documented and rolled out as standard training.
For after-hours coverage, we configured an AI agent to handle FAQs, capture booking requests, and route urgent matters appropriately.
What We Delivered
Hospitality-Specific Extraction
Automatic capture of dates, room types, guest counts, special requests, and occasion mentions.
Upsell Opportunity Detection
AI identifies moments to offer suite upgrades, packages, and premium amenities.
24/7 AI Concierge
After-hours AI agent captures bookings from international travelers in different time zones.
Campaign Attribution
Track which marketing channels drive the most valuable booking inquiries.
Sentiment Monitoring
Real-time alerts for dissatisfied callers, enabling immediate recovery.
See the Difference
Numbers That Speak
“We were losing bookings we didn't even know about. CallOptix showed us exactly where the leaks were and gave us the tools to fix them. Our reservation team now operates like a well-oiled machine.”