Summary
With a fast-growing property portfolio across Europe, Staycity needed to centralize and modernize its guest communications and operations stack. The goals: reduce response times, unify fragmented systems, lower labor overhead, and give guests a frictionless, modern messaging experience—especially via WhatsApp.
D3x deployed an intelligent automation platform that now orchestrates over 75% of Staycity’s 50,000 monthly guest messages, syncing across their CRM, PMS, Freshchat, Freshdesk, and Optii. With built-in multilingual NLP, enterprise dashboards, and AI workload routing, Staycity now runs a scalable and high-performance comms operation with less staff, faster response times, and deeper visibility.
“Our comms stack was complex, slow, and human-heavy. D3x changed the game—turning WhatsApp into our primary channel and removing 70% of our message load. The intelligence in their automation and AI routing is enterprise-grade.”
Paolo
CTO Staycity Group
Enterprise Case Study: AI-Powered Messaging, Ops Sync & Platform Unification — Staycity x D3x
Client: Staycity Aparthotels
Technology Partner: D3x AI
Industry: Hospitality & Accommodation
Automated Messages: 50,000+ / month
Automation Rate: 75%
Channels: WhatsApp, Email, Web Chat
Languages Supported: 10+ (auto-detected + translated)
Integrations: Freshchat, Freshdesk, Optii, Opera
AI Architecture: Dynamic LLM switching for cost, speed, and quality
Overview
35
Locations
50,000+
Messages per month
17,400
Rooms by 2028
18
Countries
Core challenges
Bringing Down Response Times
Legacy manual workflows led to 10–15 minute average response times—resulting in guest dissatisfaction and operational lag.
Making WhatsApp the Primary Guest Channel
Staycity wanted to standardize on WhatsApp—a channel with >90% open rates—to increase message engagement, simplify guest communication, and drive faster resolutions.
Reducing Staff Headcount, Training & Churn Overhead
Manual replies across channels required large frontline teams, with high churn and significant training effort. Scaling this model wasn’t sustainable.
Connecting a Fragmented Tech Stack
Guest requests, support tickets, room statuses, and CRM data lived in disconnected silos (CRM, PMS, chat, ticketing, housekeeping)—resulting in delays and context loss.
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Unified AI-powered messaging across WhatsApp, email, and chat.
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NLP-trained flows handle 75%+ of requests automatically: FAQs, check-in details, room issues, amenity requests, and local recommendations.
Omnichannel Guest Messaging Engine
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WhatsApp elevated as the core guest messaging channel, replacing SMS, email, and web chat as the default.
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High open rates and persistent chat history increase guest responsiveness and resolution velocity.
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D3x fully manages WhatsApp Business API at scale, including template approvals, message fallbacks, and compliance.
WhatsApp-Centric Strategy
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The D3x engine dynamically selects the fastest, cheapest, highest-performing LLM (OpenAI, Anthropic, Mistral, etc.) per message.
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Auto-routed based on intent complexity, urgency, and language—reducing cost without sacrificing CX.
LLM-Powered AI Engine
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Guests are instantly identified by language preference.
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Automated translation into 10+ languages at the NLP and message layer—ensuring native-level interactions regardless of geography.
Multilingual NLP Layer
Full Tech Stack Orchestration
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Seamless integration into Staycity’s full ops ecosystem:
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CRM for guest profiles and segmentation,
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PMS for real-time booking data,
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Freshchat/Freshdesk for ticket and agent lifecycle management,
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Optii for dynamic housekeeping dispatch and room updates.
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Guest messages and intents are translated into structured data updates across systems.
Hospitality-Specific Business Rules & Per-Property Customization
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D3x built a modular rule engine designed for the hospitality vertical.
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Each property can independently configure:
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Active channels (WhatsApp, email, chat),
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Business hours & escalation logic,
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Integrations active per site (e.g. different PMS or housekeeping systems),
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Routing rules (e.g. concierge vs housekeeping vs support),
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Response templates per language or brand tone.
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Enables central management with local autonomy—perfect for enterprise hospitality operators.
Metric
Before D3x
After D3x
Avg First Response Time
~30 minutes
<30 seconds
WhatsApp Share of Messaging
<10%
60%+
Monthly automated messages
~2500
30,000+
Staff dependency
High
Reduced by 50%
Language Coverage
Manual or limited
10+ auto-detected
System Integration
Disconnected
Fully synchronized
Conclusion
D3x gave Staycity a competitive edge in operational intelligence and guest experience—through AI-native messaging, system unification, and multilingual scale. With faster responses, lower staffing needs, and a true WhatsApp-first experience, Staycity now communicates like a tech-native brand while maintaining hospitality at its core.
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