Aston Rentals
Aston Rentals Automates Guest Journey with AI Agents Integrated with ICNEA
24/7 guest support with AI agents connected to the ICNEA booking system for vacation apartments in Bilbao and the Basque Coast.
24/7
Automated support
Multi
Specialized AI agents
ICNEA
API integrated
2
Platforms (Booking + Airbnb)
About the company
Aston Rentals is a vacation rental company offering tourist apartments in Bilbao and the Basque Coast. They manage multiple properties with bookings through platforms like Booking and Airbnb, requiring fast, automated customer support to handle guest queries about reservations, check-in, services and accommodation features.
Channels
Webchat / WhatsApp
Context
With bookings coming from multiple platforms (Booking, Airbnb) and a growing volume of guest queries about reservation details, check-in instructions and apartment features, Aston Rentals needed to automate their customer support without compromising service quality or revealing sensitive information such as the exact address before check-in day.
Problem
Multi-platform booking queries
Guests book through Booking, Airbnb and other channels, generating queries with different reservation IDs that must be resolved in the ICNEA system.
Guest identification
Every query requires a prior identification process to link the guest to their booking before providing any information.
Sensitive information
Data such as the exact apartment address must not be revealed before check-in day, requiring strict rules in responses.
Multiple agents and services
Queries about services, apartment features, booking management and general support require specialized agents that don't overlap.
Solution with GuruSup
ICNEA API integration
AI agents connect directly to ICNEA to look up booking data by Booking or Airbnb ID, verify payments, retrieve apartment data and manage guest information in real time.
Automatic identification flow
Each agent runs a 'step zero' identification: requesting name or apartment ID, then reservation ID, to link the guest to their booking before responding.
Information protection rules
Agents follow strict rules about what information to share and when, especially regarding addresses and sensitive accommodation data.
Multichannel webchat with voice
Webchat widget with integrated voice support, satisfaction surveys (CSAT) and automated follow-up for a complete guest experience.
Results
24/7
Automated support
Multi
Specialized AI agents
ICNEA
API integrated
2
Platforms (Booking + Airbnb)