Digital Transformation (Hospitality)
Phone-first resort, digitally transformed. Guests email a request, AI parses it, the booking is created automatically. 70% of bookings now happen online, no-shows collapsed from 15% to 5%, average revenue per booking rose ~18%. Shipped in 30 days.
Vital Resort in Moravske Toplice is a traditional Slovenian wellness destination. The product — thermal pools, spa treatments, apartment stays — was excellent. The distribution was stuck in the phone era. Guests called during office hours, reception flipped through a printed calendar, quoted rates by voice, and promised an email confirmation later that day. After-hours callers got voicemail and booked somewhere else. We rebuilt the booking surface around how guests actually wrote in: by email.
35-40% of booking intent was happening outside office hours. The resort was seeing none of it — those guests were clicking the first competitor with a self-service calendar on its site. Meanwhile no-show rate sat at 15% because manual reminder calls were the first task to drop when reception got busy. The business wasn't growth-constrained by the product; it was constrained by the booking channel.
A Svelte admin dashboard for the reception team, paired with a Python email-processing pipeline that sits on the resort's inbox. When a guest writes in — in Slovenian, English, or German — the LLM parses package interest, dates, party size, special requests, and confidence-scores each field. The reservation drafts itself, reception confirms it from the Svelte admin in seconds, and the guest receives an instant confirmation. Booking time dropped from 10 minutes to 2 minutes.
No n8n. No third-party automation vendor. Code Vital Resort owns.
Online bookings went from near-zero to 70% of total volume inside the first quarter. That's the real signal — the resort reclaimed the 35-40% of intent that used to disappear after 5pm. No-show rate collapsed from 15% to 5% on the back of the reminder sequence alone. And average revenue per booking rose ~18% once the AI upsell suggestions went live, because every guest got a relevant add-on offer instead of a generic one.
Reception staffing stayed flat while booking volume grew. The capacity unlock went straight into on-property guest experience, which the review scores now reflect.
Any appointment-driven hospitality or wellness business that takes email enquiries — boutique hotels, spas, clinics, fitness studios, restaurants with reservations — has the same phone-era distribution problem. The fix is the same two pieces: an email-to-booking pipeline so after-hours intent converts, plus an AI guest-communication loop that handles what reception always drops first.
What shipped, in figures. 4 metrics.