Context

Aston Rentals operates a portfolio of tourist accommodations in Bilbao. Their daily operations rely on precisely managing guest arrivals, coordinating check-ins and check-outs, validating identities and deposits, and providing assistance such as concierge services or transfer bookings. The team needed to maintain continuous communication with travelers across different time zones and with varying needs.

The volume of manual tasks was high:

• Reservation and stay confirmations and changes

• Coordination of arrival and departure times

• Access instructions, keys, and house rules

• Identity and deposit verification

• Frequent concierge requests (recommendations, services)

• Transfer arrangements with external providers

These tasks generated last-minute calls, constant interruptions, and a risk of coordination errors, impacting OTA ratings and the team’s operational time.

Solution with GS

GS deploys hospitality-focused AI agents integrated with the PMS and digital check-in system. These agents:

• Automate confirmations, reservation changes, arrival and departure coordination, access instructions, and identity and deposit verification

• Execute immediate actions: share access codes, send entry instructions, validate documents, adjust schedules, and manage standard concierge requests

• Arrange transfers with the corresponding provider, confirming pickup, address, and time

• Escalate only cases involving damages, serious incidents, or overbookings

Guests receive a smooth, consistent experience without overwhelming the team.

What the client says

“Check-ins no longer interrupt the team. Guests receive everything on time and without confusion, and we gain hours of operational capacity every week.”