One inbox, no chaos: how Utrecht City Concepts transformed their guest communication

Fewer calls, happier guests, and more upsells

Who they are

Utrecht City Concepts operates four hotels and two aparthotels in the center of the Netherlands. Known for stylish design and a personal approach, they welcome both short-stay and long-stay guests from around the world. Their team is focused on hospitality that feels warm, effortless, and local — but rising guest volumes made that harder to maintain.

A quick snapshot of the hotel group and what they were up against

Guest messages were coming in through email, WhatsApp, and booking platforms, with no single place to manage them. That meant slower replies, missed messages, and a growing number of calls to the front desk. On top of that, many guests spoke different languages, which made things harder to handle quickly. Upselling extras like breakfast or late check-out often came too late or not at all.

Where they felt the friction

Staff were constantly switching between systems. The team lost time answering repeat questions and couldn’t always respond fast enough. This led to extra pressure at busy times, especially during check-in. Opportunities to offer extras were missed. Guests felt the delays and so did the team.

How Runnr.ai made a difference

Runnr.ai brought all guest communication into one clear, easy-to-manage inbox. The team could now respond faster, in one place, and in the guest’s own language. Messages from WhatsApp, email, and booking channels all flowed into the same system. Automatic translations removed any language barriers.

Runnr.ai also helped offer relevant extras at the right moment. Guests now get personal messages about breakfast or late check-out, which boosted revenue without adding to the team’s workload.

What’s next

Utrecht City Concepts now runs guest communication with more clarity, more confidence, and less stress. They’re ready for the future with a tool that supports both their guests and their team. O ne message at a time.