All customer stories
HLY
Hostly
London, UK · 84 properties
From three coordinators to one operator on a dashboard.
Guest commsField opsFinance
< 2 min
Median response time
Down from 3 hours, across six guest languages, 24/7.
18 hrs
Reclaimed per property / month
Coordinator time freed up for owner acquisition, not messaging.
+11.4%
Uplift in net revenue
From dynamic pricing + automated upsell attribution.
2 → 1
Ops roles
Two of the three coordinators moved to growth roles — no layoffs, more output.
The problem
Where Hostly started.
- Three coordinators spending 40+ hrs/week on WhatsApp, Airbnb inbox and spreadsheets across 84 properties in four London neighbourhoods.
- Guest messages in six languages with 3–4 hour response times on nights and weekends.
- Cleaner reassignments happening manually — every cancellation cost an hour of rebooking.
- Owners chasing for P&L updates every month; no single source of truth.
With HOLM
What changed.
- Unified inbox across Airbnb, Booking.com and direct, with AI replies in the guest's language inside policies Hostly defined per property.
- Scheduler auto-assigning cleaners with real-time rerouting on cancellations and SLA warnings.
- Owner portals generating monthly statements automatically and giving live visibility into payouts.
- Policy console with refund caps and escalation rules — high-stakes decisions routed to the founder with context.
“I sleep better. That's the short version. And we're growing into two more cities this year on the same team.”
Ready to build your own HOLM story?
A 30-minute demo in your portfolio — real agents, real policies, your channels.