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us about your property",[],{"type":57,"text":906,"spans":907,"direction":68},"Hotel Scalinata di Spagna is named after its location inside an early 19th-century building situated right at the top of one of Italy’s most beautiful and famous staircases, the Spanish Steps (Trinità dei Monti) in Rome.",[],{"type":57,"text":909,"spans":910,"direction":68},"My brother and I took over the business in 2013, and in just seven years, we expanded it from 16 to 36 rooms. Today, it’s a well-established enterprise with a proven organizational system.",[],{"type":57,"text":912,"spans":913,"direction":68},"Smartpricing has streamlined communication with our guests: you can clearly justify the price by pointing to specific variables. The entire market works like this now. As a result, customers accept the price more readily, and we no longer find ourselves in arguments.",[],{"type":57,"text":915,"spans":916,"direction":68},"",[],{"type":902,"text":918,"spans":919,"direction":68},"How did you calculate rates before Smartpricing?",[],{"type":57,"text":921,"spans":922,"direction":68},"First, let me note that I’ve been a hotelier for about ten years, but I come from a completely different background. I studied statistics at university, worked in international IT and telecommunications, and even ran a solar energy company in its early days.",[],{"type":57,"text":924,"spans":925,"direction":68},"So, for me, numbers and statistics have always been fundamental—I’ve always loved them. When we started the hotel, instead of relying on Booking.com, I instructed my night porter to analyze the activities of the twenty most prominent hotels in Rome that we considered our benchmarks. This helped us learn not just their numbers but also how they approached and operated in the market.",[],{"type":57,"text":927,"spans":928,"direction":68},"Every morning, we entered the data collected into Excel, which we used to generate dynamic pricing. Then we uploaded the prices to the channel manager and made necessary adjustments based on the booking channels.",[],{"type":57,"text":930,"spans":931,"direction":68},"We achieved decent results, but it was an exhausting process that required hours of work.",[],{"type":57,"text":915,"spans":933,"direction":68},[],{"type":902,"text":935,"spans":936,"direction":68},"How did you come across Smartpricing?",[],{"type":57,"text":938,"spans":939,"direction":68},"As I mentioned, we were performing well, but at some point, I realized we needed more expertise in pricing strategies.",[],{"type":57,"text":941,"spans":942,"direction":68},"In revenue management, pricing is the most crucial element. Everything else can be managed, but pricing is the deciding factor. I couldn’t afford to hire a full-time revenue manager. We did try working with an external revenue manager on a part-time basis, but the results were no better than what we could achieve on our own.",[],{"type":57,"text":944,"spans":945,"direction":68},"I was already on the lookout for a solution when I discovered Smartpricing, and I didn’t let the opportunity pass. From my career in telecommunications, I’ve experienced the shift from analog to digital and can easily recognize dynamic, innovative companies like yours—run by sharp people who are game-changers in their industries.",[],{"type":57,"text":915,"spans":947,"direction":68},[],{"type":902,"text":949,"spans":950,"direction":68},"Why did you decide to adopt Smartpricing?",[],{"type":57,"text":952,"spans":953,"direction":68},"Because I recognized my limitations.",[],{"type":57,"text":955,"spans":956,"direction":68},"We set rates with an analog system based on benchmarks from only twenty hotels. I lacked a broader market perspective, didn’t know the average rates in Rome, and couldn’t react quickly to changes. If I had a fever one day, the rates wouldn’t be updated.",[],{"type":57,"text":958,"spans":959,"direction":68},"Smartpricing gave me a comprehensive view of the market and made my work more efficient. It removed the mental burden of constantly questioning whether my rates were optimal.",[],{"type":57,"text":915,"spans":961,"direction":68},[],{"type":902,"text":963,"spans":964,"direction":68},"How has your work changed with Smartpricing?",[],{"type":57,"text":966,"spans":967,"direction":68},"Smartpricing gives me a market overview I never had before, which is crucial.",[],{"type":57,"text":969,"spans":970,"direction":68},"For example, in September, there’s a major golf event in Rome that I wasn’t aware of since I don’t follow the sport. Smartpricing detected the event and adjusted the prices accordingly, sparing me from missing a key revenue opportunity.",[],{"type":57,"text":972,"spans":973,"direction":68},"This allows me to focus on what matters most while knowing that the system is taking care of everything else.",[],{"type":57,"text":915,"spans":975,"direction":68},[],{"type":902,"text":977,"spans":978,"direction":68},"Has Smartpricing helped you improve your hotel?",[],{"type":57,"text":980,"spans":981,"direction":68},"Smartpricing has been a growth engine for our hotel. It allowed us to better position the property, enhance its value, and make it more appealing.",[],{"type":57,"text":983,"spans":984,"direction":68},"The additional revenue we earned wasn’t used for personal indulgences; instead, it was reinvested to improve the hotel. We renovated rooms with the help of top architects, commissioned professional photography, and created an extraordinary website. Smartpricing enabled us to approach the market in a more structured way and stay competitively positioned.",[],{"type":57,"text":915,"spans":986,"direction":68},[],{"type":902,"text":988,"spans":989,"direction":68},"What results have you achieved with Smartpricing?",[],{"type":57,"text":991,"spans":992,"direction":68},"Despite the challenges of comparing data across recent years, I know with mathematical precision that in 2022, with Smartpricing, we achieved the same number of guests as in 2019 but with a 17% increase in revenue. This result is entirely thanks to Smartpricing.",[],{"type":57,"text":915,"spans":994,"direction":68},[],{"type":902,"text":996,"spans":997,"direction":68},"Would you recommend Smartpricing?",[],{"type":57,"text":999,"spans":1000,"direction":68},"Yes, and I already have. 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The property was being marketed by an external provider, and the revenue strategy was based entirely on maximizing occupancy. There was a lot of confusion, but above all, the new hospitality models emerging around us were making our product obsolete. There were no complementary services, no experiences, and we were starting to see revenue losses”",[1131],{"start":855,"end":1132,"type":1062},486,"card_highlight$15aef291-3aad-4376-beac-4b68e1afeaac","card_highlight",{"variation":32,"version":414,"items":1136,"primary":1137,"id":1151,"slice_type":1002,"slice_label":5},[],{"text":1138},[1139,1142,1145],{"type":57,"text":1140,"spans":1141,"direction":68},"The project launched by management became a full repositioning process: from renovating the rooms to introducing complementary services such as a restaurant, bar, beach, half-board, and experiential activities.",[],{"type":902,"text":1143,"spans":1144,"direction":68},"The challenge",[],{"type":57,"text":1146,"spans":1147,"direction":68},"To support its growth plan, Le Bouganville understood that it had to stop competing only on price and focusing exclusively on occupancy. Alongside the renovation of the units and the introduction of new services, Massimo Nioi also wanted to increase the property’s visibility and operational efficiency.",[1148],{"start":1149,"end":1150,"type":1121},241,302,"rich_text$33ede462-281b-4452-9dec-883bbbc80a46",{"variation":32,"version":414,"items":1153,"primary":1154,"id":1162,"slice_type":1134,"slice_label":5},[],{"title":1155,"description":1156},[],[1157],{"type":57,"text":1158,"spans":1159,"direction":68},"“When we turned to Smartness, the initial need was a new website and a new management software. Then we realized we also needed a differentiation strategy”",[1160],{"start":855,"end":1161,"type":1062},155,"card_highlight$93f272e3-2e90-49f3-b228-90b0c31dfbd1",{"variation":32,"version":414,"items":1164,"primary":1165,"id":1216,"slice_type":1002,"slice_label":5},[],{"text":1166},[1167,1173,1177,1180,1183,1186,1189,1203,1206,1211],{"type":57,"text":1168,"spans":1169,"direction":68},"Smartness helped Le Bouganville implement a dedicated marketing strategy designed to:",[1170],{"start":1171,"end":1172,"type":1121},44,72,{"type":1174,"text":1175,"spans":1176,"direction":68},"list-item","strengthen the direct booking channel",[],{"type":1174,"text":1178,"spans":1179,"direction":68},"reduce the relative weight of OTAs in the revenue mix",[],{"type":1174,"text":1181,"spans":1182,"direction":68},"attract the right guest segments",[],{"type":1174,"text":1184,"spans":1185,"direction":68},"increase the average booking value",[],{"type":902,"text":1187,"spans":1188,"direction":68},"The solutions",[],{"type":57,"text":1190,"spans":1191,"direction":68},"After the new website created with Smartsite, the implementation of the all-in-one property management software Smartpms, and the Smartcrs Central Reservation System, Le Bouganville activated Smartads Premium for the management of advertising campaigns.",[1192,1194,1197,1200],{"start":1193,"end":1171,"type":1121},35,{"start":1195,"end":1196,"type":1121},112,120,{"start":1198,"end":1199,"type":1121},130,138,{"start":1201,"end":1202,"type":1121},192,208,{"type":57,"text":1204,"spans":1205,"direction":68},"The advertising work focused on two channels:",[],{"type":1174,"text":1207,"spans":1208,"direction":68},"Google Ads\nBrand protection campaigns ensured that guests searching for Le Bouganville were directed to the official website and booking engine, rather than to third-party channels.",[1209],{"start":855,"end":1210,"type":1121},11,{"type":1174,"text":1212,"spans":1213,"direction":68},"Meta Ads\nAwareness and remarketing campaigns were used to support brand visibility, accompany users during the evaluation phase, and bring qualified traffic back to the website.",[1214],{"start":855,"end":1215,"type":1121},9,"rich_text$a014806e-7ef1-46e1-a8d8-22e12a0622f2",{"variation":32,"version":414,"items":1218,"primary":1219,"id":1227,"slice_type":1134,"slice_label":5},[],{"title":1220,"description":1221},[],[1222],{"type":57,"text":1223,"spans":1224,"direction":68},"“The impact of the ad campaigns was clear: requests increased so much that we had to open bookings right after the season ended and dedicate one person to booking management.”",[1225],{"start":855,"end":1226,"type":1062},175,"card_highlight$024e18ae-c76d-406b-9438-130ab20a38dc",{"variation":32,"version":414,"items":1229,"primary":1230,"id":1300,"slice_type":1002,"slice_label":5},[],{"text":1231},[1232,1235,1241,1247,1259,1262,1267,1278,1283,1288],{"type":902,"text":1233,"spans":1234,"direction":68},"The results",[],{"type":57,"text":1236,"spans":1237,"direction":68},"After one year with Smartads, Le Bouganville recorded significant growth not only in revenue, but also in the quality of its distribution. The work carried out supported the property’s repositioning strengthened direct channels and made them more valuable within the sales mix",[1238],{"start":1239,"end":1240,"type":1121},110,137,{"type":1242,"text":1243,"spans":1244,"direction":68},"heading3","Revenue and ADR: higher-value growth",[1245],{"start":855,"end":1246,"type":1121},36,{"type":57,"text":1248,"spans":1249,"direction":68},"Total revenue increased by +38.2% in one year, while the overall average ADR grew by more than 30%.",[1250,1253,1256],{"start":1251,"end":1252,"type":1121},27,33,{"start":1254,"end":1255,"type":1121},57,94,{"start":1257,"end":1258,"type":1121},95,98,{"type":57,"text":1260,"spans":1261,"direction":68},"This shows that growth was no longer driven only by higher volumes, but by selling at higher rates that were more consistent with the property’s new positioning.",[],{"type":1242,"text":1263,"spans":1264,"direction":68},"Direct channel and OTAs: a healthier mix",[1265],{"start":855,"end":1266,"type":1121},40,{"type":57,"text":1268,"spans":1269,"direction":68},"The direct channel also grew significantly. Offline direct bookings increased by more than 54%, while bookings through the Booking Engine grew by almost 43%.",[1270,1272,1275],{"start":1271,"end":1255,"type":1121},91,{"start":1273,"end":1274,"type":1121},123,152,{"start":1276,"end":1277,"type":1121},153,156,{"type":57,"text":1279,"spans":1280,"direction":68},"At the same time, the weight of OTAs in the revenue mix decreased by about 5 percentage points. Le Bouganville did not lose visibility on portals, but strengthened the channels that offer more control and better margins.",[1281],{"start":1282,"end":1255,"type":1121},75,{"type":1242,"text":1284,"spans":1285,"direction":68},"Advertising: performance and support for repositioning",[1286],{"start":855,"end":1287,"type":1121},54,{"type":57,"text":1289,"spans":1290,"direction":68},"The overall ROAS of the campaigns came close to 18x, with Google Ads exceeding 66x.",[1291,1294,1297],{"start":1292,"end":1293,"type":1121},12,16,{"start":1295,"end":1296,"type":1121},48,51,{"start":1298,"end":1299,"type":1121},79,82,"rich_text$60315ea4-b2fc-433f-9a5a-3c7344525abf",{"variation":32,"version":414,"items":1302,"primary":1303,"id":1311,"slice_type":1134,"slice_label":5},[],{"title":1304,"description":1305},[],[1306],{"type":57,"text":1307,"spans":1308,"direction":68},"“Smartness guided and supported us throughout our growth journey. The impact is not only visible in revenue: technology is helping us increase operational efficiency and service quality. Because what you promise through marketing, you then have to deliver during the stay. That’s why we’re evolving the whole team. The property has changed completely. What it was worth before is not what it is worth today, and we know there is still much more potential ahead.”",[1309],{"start":855,"end":1310,"type":1062},462,"card_highlight$1ab5e9ee-0c91-4166-b08a-ad2c781db973","Smartness reviews: Le Bouganville (Villasimius, Italy) - Case study | Smartness","Read the case study of Le Bouganville (Villasimius, Italy) and discover their experience with Smartness.",{"dimensions":1315,"alt":5,"copyright":5,"url":1316,"id":1068,"edit":1317},{"width":1007,"height":1008},"https://images.prismic.io/smartness/afiTUsBOoF08xkyT_lebouganville0.jpg?auto=format,compress&rect=0,42,850,446&w=2400&h=1260",{"x":855,"y":1318,"zoom":856,"background":857},42,[1320],{"variation":32,"version":414,"items":1321,"primary":1322,"id":1332,"slice_type":1029,"slice_label":5},[],{"icon":5,"title":1323,"description":1326,"link":1329},[1324],{"type":57,"text":1019,"spans":1325,"direction":68},[],[1327],{"type":57,"text":1023,"spans":1328,"direction":68},[],{"id":276,"type":75,"tags":1330,"lang":14,"slug":278,"first_publication_date":279,"last_publication_date":280,"uid":281,"url":282,"link_type":24,"key":1331,"isBroken":34,"text":284},[],"446f3737-bdc3-4de6-bd7b-48cc07f7583e","side_cta$68fa3fee-ab56-4713-aa0a-ffd54385d524",[],{"id":1335,"uid":1336,"url":1337,"type":826,"href":1338,"tags":1339,"first_publication_date":1340,"last_publication_date":1043,"slugs":1341,"linked_documents":1342,"lang":14,"alternate_languages":1343,"data":1348},"acZlHBEAACUAYw3D","host-in-italy","/en/case-studies/host-in-italy","https://smartness.cdn.prismic.io/api/v2/documents/search?ref=af3_NxIAALHyCz9a&q=%5B%5B%3Ad+%3D+at%28document.id%2C+%22acZlHBEAACUAYw3D%22%29+%5D%5D",[],"2026-03-27T15:00:00+0000",[1336],[],[1344,1346],{"id":1345,"type":826,"lang":18,"uid":1336},"acZjzxEAACUAYwt-",{"id":1347,"type":826,"lang":21,"uid":1336},"acZYNhEAACYAYvdr",{"title":1349,"description":1353,"image":1359,"category_use_case":1366,"category_property_type":1373,"category_location":1381,"location":1384,"rooms_number":1388,"kpis":1392,"slices":1399,"meta_title":1650,"meta_description":1651,"meta_image":1652,"slices2":1656,"slices3":1668},[1350],{"type":841,"text":1351,"spans":1352,"direction":68},"Host in Italy",[],[1354],{"type":57,"text":1355,"spans":1356,"direction":68},"Having Smartchat Ultra and Smartpricing Ultra means I no longer have to worry about anything. Whether I’m available or not, the business keeps running.",[1357],{"start":855,"end":1358,"type":1062},151,{"dimensions":1360,"alt":1351,"copyright":5,"url":1363,"id":1364,"edit":1365},{"width":1361,"height":1362},800,534,"https://images.prismic.io/smartness/acZYZJGXnQHGZCJs_HostinItaly.png?auto=format,compress","acZYZJGXnQHGZCJs",{"x":855,"y":855,"zoom":856,"background":857},{"id":1367,"type":860,"tags":1368,"lang":14,"slug":90,"first_publication_date":1369,"last_publication_date":1370,"uid":90,"data":1371,"link_type":24,"key":1077,"isBroken":34},"aYnaSBUAACMAUe1W",[],"2026-02-09T15:00:00+0000","2026-02-09T16:32:47+0000",{"label":1372},"Guest messaging",{"id":1374,"type":868,"tags":1375,"lang":14,"slug":1376,"first_publication_date":1377,"last_publication_date":1378,"uid":1379,"data":1380,"link_type":24,"key":1081,"isBroken":34},"Z7bu1RAAACMAYTNq",[],"short-term-and-vacation-rentals","2025-02-20T08:59:04+0000","2025-03-18T14:01:15+0000","appartamenti-case-vacanze-e-guest-house",{"label":598},{"id":877,"type":878,"tags":1382,"lang":14,"slug":880,"first_publication_date":881,"last_publication_date":882,"uid":883,"data":1383,"link_type":24,"key":1085,"isBroken":34},[],{"label":885},[1385],{"type":57,"text":1386,"spans":1387,"direction":68},"Padova",[],[1389],{"type":57,"text":1390,"spans":1391,"direction":68},"16",[],[1393,1396],{"value":1394,"label":1395},"51,593","Chats and calls handled",{"value":1397,"label":1398},"10 seconds","Phone response time",[1400,1436,1451,1463,1473,1484,1494,1509,1523,1566,1586,1600,1616,1630],{"variation":32,"version":414,"items":1401,"primary":1402,"id":1122,"slice_type":1002,"slice_label":5},[],{"text":1403},[1404,1406,1409,1415,1418,1420,1423,1428],{"type":902,"text":1110,"spans":1405,"direction":68},[],{"type":57,"text":1407,"spans":1408,"direction":68},"Host in Italy is a property management company founded in Padua in 2023, specializing in the management of subleased properties.",[],{"type":57,"text":1410,"spans":1411,"direction":68},"In its first three years, the company grew from 0 to 16 managed units across Veneto and Puglia, with properties in Treviso, Jesolo, Eraclea, Lecce, and Martina Franca. The portfolio includes apartments, trulli, suites, and a luxury villa, with different stay types and operational complexities.",[1412],{"start":1413,"end":1414,"type":1121},244,293,{"type":57,"text":1416,"spans":1417,"direction":68},"From the very beginning, Host in Italy chose to build an organization strongly supported by technology, with the goal of creating a lean, centralized, and scalable business while keeping internal resources to the bare minimum.",[],{"type":902,"text":1143,"spans":1419,"direction":68},[],{"type":57,"text":1421,"spans":1422,"direction":68},"Before founding Host in Italy, the owner had already built extensive experience as a property manager in other companies. For that reason, when launching his own business, he already had a clear vision of how it should be structured.",[],{"type":57,"text":1424,"spans":1425,"direction":68},"With 16 units spread across geographically distant areas — and two other jobs in addition to running the property management business — his priority was to automate and delegate as much of the operational workload as possible.",[1426],{"start":1277,"end":1427,"type":1121},225,{"type":57,"text":1429,"spans":1430,"direction":68},"The first Smartness tools he implemented were Smartpms, the management software, and Smartpricing, the dynamic pricing software.",[1431,1433],{"start":1432,"end":1287,"type":1121},46,{"start":1434,"end":1435,"type":1121},85,97,{"variation":32,"version":414,"items":1437,"primary":1438,"id":1133,"slice_type":1134,"slice_label":5},[],{"title":1439,"description":1440},[],[1441,1446],{"type":57,"text":1442,"spans":1443,"direction":68},"“In my previous experience, I used three of the most widely known PMS tools on the market. But for my own company, I chose Smartpms because it’s the most complete solution for property management: it has everything, from reporting to self check-in management.",[1444],{"start":855,"end":1445,"type":1062},259,{"type":57,"text":1447,"spans":1448,"direction":68},"On top of that, the user experience is extremely simple. For example, it was enough to create user accounts for my cleaning team to make them fully autonomous from day one. With properties spread so far apart, that’s a crucial aspect.”",[1449],{"start":855,"end":1450,"type":1062},235,{"variation":32,"version":414,"items":1452,"primary":1453,"id":1151,"slice_type":1002,"slice_label":5},[],{"text":1454},[1455],{"type":57,"text":1456,"spans":1457,"direction":68},"Shortly after introducing Smartpms and Smartpricing, Host in Italy also adopted Smartpricing Ultra, delegating 100% of pricing strategy management to a professional Revenue Manager from the Smartness team.",[1458,1460],{"start":1459,"end":1258,"type":1121},80,{"start":1461,"end":1462,"type":1121},100,181,{"variation":32,"version":414,"items":1464,"primary":1465,"id":1162,"slice_type":1134,"slice_label":5},[],{"title":1466,"description":1467},[],[1468],{"type":57,"text":1469,"spans":1470,"direction":68},"“My Revenue Manager updates me every week on the progress, and I no longer have to think about pricing. That’s no small thing, because rate management is one of the most complex parts of the job. The financial results are visible and excellent. For me, it’s an investment that pays for itself.”",[1471],{"start":855,"end":1472,"type":1062},294,{"variation":32,"version":414,"items":1474,"primary":1475,"id":1216,"slice_type":1002,"slice_label":5},[],{"text":1476},[1477],{"type":57,"text":1478,"spans":1479,"direction":68},"After optimizing daily operations and pricing strategy, Host in Italy found in Smartness the support it needed to solve another critical area: customer service.",[1480,1482],{"start":1481,"end":1358,"type":1121},143,{"start":1274,"end":1483,"type":1121},159,{"variation":32,"version":414,"items":1485,"primary":1486,"id":1227,"slice_type":1134,"slice_label":5},[],{"title":1487,"description":1488},[],[1489],{"type":57,"text":1490,"spans":1491,"direction":68},"“When I heard about Smartchat, I was already looking for a solution. I had tried to implement integrations with AI bots, but with a lot of difficulty. So I was considering hiring someone to answer the phone, but that comes with significant costs and in all likelihood, one person wouldn’t have been enough.”",[1492],{"start":855,"end":1493,"type":1062},307,{"variation":32,"version":414,"items":1495,"primary":1496,"id":1300,"slice_type":1002,"slice_label":5},[],{"text":1497},[1498,1501,1506],{"type":902,"text":1499,"spans":1500,"direction":68},"The solution",[],{"type":57,"text":1502,"spans":1503,"direction":68},"Host in Italy chose Smartchat Ultra, the Smartness service that gives hospitality businesses access to a team of professionals who personally handle all phone calls and messages from Booking.com, WhatsApp, Airbnb, and email.",[1504],{"start":1505,"end":1193,"type":1121},20,{"type":57,"text":1507,"spans":1508,"direction":68},"The sustainable cost and the uniqueness of the service were both key factors in the decision. But for the owner of Host in Italy, the real value was achieving his goal of freeing himself from operational work.",[],{"variation":32,"version":414,"items":1510,"primary":1511,"id":1311,"slice_type":1134,"slice_label":5},[],{"title":1512,"description":1513},[],[1514,1519],{"type":57,"text":1515,"spans":1516,"direction":68},"“I have two other businesses besides this one, and I’m now stepping into a third. Having Smartchat Ultra and Smartpricing Ultra means I no longer have to think about anything. For me, it means reaching the highest possible level of optimization for the business.",[1517],{"start":855,"end":1518,"type":1062},262,{"type":57,"text":1520,"spans":1521,"direction":68},"The business keeps running: whether I’m there or not, whether I’m well or not, it still runs. And that makes me very happy.”",[1522],{"start":855,"end":1119,"type":1062},{"variation":32,"version":414,"items":1524,"primary":1525,"id":1565,"slice_type":1002,"slice_label":5},[],{"text":1526},[1527,1530,1535,1540,1543,1548,1551,1554,1559],{"type":902,"text":1233,"spans":1528,"direction":68},[1529],{"start":855,"end":1210,"type":1121},{"type":57,"text":1531,"spans":1532,"direction":68},"The Smartchat Ultra team learned the property documentation and all key information about Host in Italy’s portfolio during a single training day. Shortly afterward, they took over customer service management, with clear results on multiple fronts.",[1533],{"start":1273,"end":1534,"type":1121},144,{"type":1242,"text":1536,"spans":1537,"direction":68},"More than 51,000 interactions handled in four months",[1538],{"start":855,"end":1539,"type":1121},52,{"type":57,"text":1541,"spans":1542,"direction":68},"In the first four months of service, the Smartchat Ultra team handled a total of 51,593 interactions between messages and phone calls, with an average of 511 interactions per day.",[],{"type":57,"text":1544,"spans":1545,"direction":68},"The largest share came from messaging, with 50,936 messages handled.",[1546],{"start":1171,"end":1547,"type":1121},67,{"type":57,"text":1549,"spans":1550,"direction":68},"Call volume was also significant: 657 total calls, including 424 inbound and 233 outbound, for a total of 23 hours and 40 minutes on the phone.",[],{"type":57,"text":1552,"spans":1553,"direction":68},"The average waiting time before receiving a response was just 10 seconds.",[],{"type":902,"text":1555,"spans":1556,"direction":68},"A noticeable improvement in service quality",[1557],{"start":855,"end":1558,"type":1121},43,{"type":57,"text":1560,"spans":1561,"direction":68},"For Host in Italy, one of the clearest effects of the service was the improvement in how guest conversations are handled, especially in the most delicate situations. It is not just about speed, but also about tone, consistency, and the ability to manage each situation appropriately.",[1562],{"start":1563,"end":1564,"type":1121},209,282,"rich_text$ed3e1139-a362-42b1-9c6b-12297d78161a",{"variation":32,"version":414,"items":1567,"primary":1568,"id":1585,"slice_type":1134,"slice_label":5},[],{"title":1569,"description":1570},[],[1571,1576],{"type":57,"text":1572,"spans":1573,"direction":68},"“A few times I happened to answer before they did, but then I transferred the call to them because I can be too direct. I’m the kind of person who, after a bit too much insisting, ends up saying: that’s the door, I’ll give you a full refund, thank you, it’s been a pleasure, have a good day.",[1574],{"start":855,"end":1575,"type":1062},291,{"type":57,"text":1577,"spans":1578,"direction":68},"They, on the other hand, always respond with a smile — and you can hear it even on the phone — and they have a more tactful way of saying things. That has definitely also led to better reviews, precisely because certain messages are communicated differently.”",[1579,1580,1583],{"start":855,"end":1445,"type":1062},{"start":1581,"end":1582,"type":1121},178,184,{"start":1584,"end":1201,"type":1121},185,"card_highlight$7bb924f8-358e-4247-99fb-87bc1df3f6ac",{"variation":32,"version":414,"items":1587,"primary":1588,"id":1599,"slice_type":1002,"slice_label":5},[],{"text":1589},[1590,1593],{"type":902,"text":1591,"spans":1592,"direction":68},"More time to work without interruptions",[],{"type":57,"text":1594,"spans":1595,"direction":68},"Another concrete impact concerns the time recovered and the reduction in mental load. Being able to work without constant operational interruptions makes a real difference, not only in day-to-day organization, but also in the ability to focus on other activities and on future growth.",[1596],{"start":1597,"end":1598,"type":1121},37,84,"rich_text$4f0fb7a2-9a38-467e-a1a1-ed598c265b09",{"variation":32,"version":414,"items":1601,"primary":1602,"id":1615,"slice_type":1134,"slice_label":5},[],{"title":1603,"description":1604},[],[1605,1610],{"type":57,"text":1606,"spans":1607,"direction":68},"“I’ve noticed 90% fewer problems to deal with, and I realized I’ve recovered a good amount of time. That means that, if I want to, I can put my phone on silent and get something done from A to Z without major urgencies.",[1608],{"start":855,"end":1609,"type":1062},219,{"type":57,"text":1611,"spans":1612,"direction":68},"I no longer have the worries I had before, and if something happens, I’m notified. I sleep much more peacefully now. Without Smartchat Ultra, I’d be in quite a difficult position.”",[1613],{"start":855,"end":1614,"type":1062},180,"card_highlight$03a46cf1-7ee6-40cf-8ef2-da6e69735186",{"variation":32,"version":414,"items":1617,"primary":1618,"id":1629,"slice_type":1002,"slice_label":5},[],{"text":1619},[1620,1623],{"type":902,"text":1621,"spans":1622,"direction":68},"More direct bookings",[],{"type":57,"text":1624,"spans":1625,"direction":68},"Alongside the operational improvement, Host in Italy also saw an increase in direct bookings. According to the owner, this result comes from the combined effect of the Smartness solutions:",[1626],{"start":1627,"end":1628,"type":1121},145,187,"rich_text$b11dba55-cce2-423b-823c-9e2d00b8c8b0",{"variation":32,"version":414,"items":1631,"primary":1632,"id":1649,"slice_type":1134,"slice_label":5},[],{"title":1633,"description":1634},[],[1635,1640,1645],{"type":57,"text":1636,"spans":1637,"direction":68},"“The number of direct bookings has increased a lot. That’s probably due to the whole setup: on one side our Revenue Manager, who got the pricing right, and on the other the Smartchat team, who work to bring in as many direct bookings as possible.",[1638],{"start":855,"end":1639,"type":1062},246,{"type":57,"text":1641,"spans":1642,"direction":68},"And they do it with the greatest attention. For example, I had asked them to be cautious with messages from Airbnb, because I’m afraid of being penalized. They followed my request with complete care and availability. At the beginning I checked the messages more closely, but now I don’t anymore, not at all — I simply don’t look at them.",[1643],{"start":855,"end":1644,"type":1062},337,{"type":57,"text":1646,"spans":1647,"direction":68},"I really like how they work and, as a service, it is absolutely useful. I would never go back.”",[1648],{"start":855,"end":1257,"type":1062},"card_highlight$fdd7f324-c6eb-4fa9-854f-879e4eadb9b4","Smartness reviews: Host in Italy (Padua, Italy) - Case study | Smartness","Read the case study of Host in Italy (Padua, Italy) and discover their experience with Smartness.",{"dimensions":1653,"alt":1351,"copyright":5,"url":1654,"id":1364,"edit":1655},{"width":1007,"height":1008},"https://images.prismic.io/smartness/acZYZJGXnQHGZCJs_HostinItaly.png?auto=format,compress&rect=0,57,800,420&w=2400&h=1260",{"x":855,"y":1254,"zoom":856,"background":857},[1657],{"variation":32,"version":414,"items":1658,"primary":1659,"id":1332,"slice_type":1029,"slice_label":5},[],{"icon":5,"title":1660,"description":1663,"link":1666},[1661],{"type":57,"text":1019,"spans":1662,"direction":68},[],[1664],{"type":57,"text":1023,"spans":1665,"direction":68},[],{"id":276,"type":75,"tags":1667,"lang":14,"slug":278,"first_publication_date":279,"last_publication_date":280,"uid":281,"url":282,"link_type":24,"key":1331,"isBroken":34,"text":284},[],[],"3f9f504","All Rights Reserved",1778253838501]