Case study 01 · Client anonymised at their request

A 40-room island hotel group.

Three properties, one enquiry inbox, and a reception team answering the same eleven questions by hand — in two languages, often after midnight.

Sector

Hospitality

Engagement

Site rebuild + Agent

Duration

9 weeks

Languages

Greek, English

The problem underneath

Not a chat problem. The site had three pages describing check-in, each slightly different, and none of them was the one search returned.

Method

Every question the agent needed to answer got exactly one page — no duplicates competing for the same query.

Information architecture was settled and reviewed before a single screen was styled.

Retrieval was scoped to the canonical set — nothing else in the site was eligible as a source.

Delivered so the reception team could operate it without us.

Enquiries handled by hand, per weekFigure withheld

Percentage answered with a citationFigure withheld

Refusal rate and where it routedFigure withheld

Direct booking share versus aggregatorsFigure withheld

We publish the metric, not the number, until the client has signed off.

Testimonial

“Quote pending approval — we do not publish a testimonial before the client has read it in place.”

— Operations director, name withheld.