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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.",[953],{"start":954,"end":955,"type":925},241,302,"rich_text$33ede462-281b-4452-9dec-883bbbc80a46",{"variation":32,"version":67,"items":958,"primary":959,"id":967,"slice_type":939,"slice_label":5},[],{"title":960,"description":961},[],[962],{"type":649,"text":963,"spans":964,"direction":659},"“When we turned to Smartness, the initial need was a new website and a new management software. 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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.",[1260],{"start":847,"end":1261,"type":849},259,{"type":649,"text":1263,"spans":1264,"direction":659},"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. 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The financial results are visible and excellent. For me, it’s an investment that pays for itself.”",[1287],{"start":847,"end":1288,"type":849},294,{"variation":32,"version":67,"items":1290,"primary":1291,"id":1021,"slice_type":927,"slice_label":5},[],{"text":1292},[1293],{"type":649,"text":1294,"spans":1295,"direction":659},"After optimizing daily operations and pricing strategy, Host in Italy found in Smartness the support it needed to solve another critical area: customer service.",[1296,1298],{"start":1297,"end":1174,"type":925},143,{"start":1079,"end":1299,"type":925},159,{"variation":32,"version":67,"items":1301,"primary":1302,"id":1032,"slice_type":939,"slice_label":5},[],{"title":1303,"description":1304},[],[1305],{"type":649,"text":1306,"spans":1307,"direction":659},"“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.”",[1308],{"start":847,"end":1309,"type":849},307,{"variation":32,"version":67,"items":1311,"primary":1312,"id":1105,"slice_type":927,"slice_label":5},[],{"text":1313},[1314,1317,1322],{"type":913,"text":1315,"spans":1316,"direction":659},"The solution",[],{"type":649,"text":1318,"spans":1319,"direction":659},"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.",[1320],{"start":1321,"end":998,"type":925},20,{"type":649,"text":1323,"spans":1324,"direction":659},"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":67,"items":1326,"primary":1327,"id":1116,"slice_type":939,"slice_label":5},[],{"title":1328,"description":1329},[],[1330,1335],{"type":649,"text":1331,"spans":1332,"direction":659},"“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.",[1333],{"start":847,"end":1334,"type":849},262,{"type":649,"text":1336,"spans":1337,"direction":659},"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.”",[1338],{"start":847,"end":923,"type":849},{"variation":32,"version":67,"items":1340,"primary":1341,"id":1381,"slice_type":927,"slice_label":5},[],{"text":1342},[1343,1346,1351,1356,1359,1364,1367,1370,1375],{"type":913,"text":1038,"spans":1344,"direction":659},[1345],{"start":847,"end":1015,"type":925},{"type":649,"text":1347,"spans":1348,"direction":659},"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.",[1349],{"start":1078,"end":1350,"type":925},144,{"type":1047,"text":1352,"spans":1353,"direction":659},"More than 51,000 interactions handled in four months",[1354],{"start":847,"end":1355,"type":925},52,{"type":649,"text":1357,"spans":1358,"direction":659},"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":649,"text":1360,"spans":1361,"direction":659},"The largest share came from messaging, with 50,936 messages handled.",[1362],{"start":976,"end":1363,"type":925},67,{"type":649,"text":1365,"spans":1366,"direction":659},"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":649,"text":1368,"spans":1369,"direction":659},"The average waiting time before receiving a response was just 10 seconds.",[],{"type":913,"text":1371,"spans":1372,"direction":659},"A noticeable improvement in service quality",[1373],{"start":847,"end":1374,"type":925},43,{"type":649,"text":1376,"spans":1377,"direction":659},"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.",[1378],{"start":1379,"end":1380,"type":925},209,282,"rich_text$ed3e1139-a362-42b1-9c6b-12297d78161a",{"variation":32,"version":67,"items":1383,"primary":1384,"id":1401,"slice_type":939,"slice_label":5},[],{"title":1385,"description":1386},[],[1387,1392],{"type":649,"text":1388,"spans":1389,"direction":659},"“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.",[1390],{"start":847,"end":1391,"type":849},291,{"type":649,"text":1393,"spans":1394,"direction":659},"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.”",[1395,1396,1399],{"start":847,"end":1261,"type":849},{"start":1397,"end":1398,"type":925},178,184,{"start":1400,"end":1006,"type":925},185,"card_highlight$7bb924f8-358e-4247-99fb-87bc1df3f6ac",{"variation":32,"version":67,"items":1403,"primary":1404,"id":1415,"slice_type":927,"slice_label":5},[],{"text":1405},[1406,1409],{"type":913,"text":1407,"spans":1408,"direction":659},"More time to work without interruptions",[],{"type":649,"text":1410,"spans":1411,"direction":659},"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.",[1412],{"start":1413,"end":1414,"type":925},37,84,"rich_text$4f0fb7a2-9a38-467e-a1a1-ed598c265b09",{"variation":32,"version":67,"items":1417,"primary":1418,"id":1431,"slice_type":939,"slice_label":5},[],{"title":1419,"description":1420},[],[1421,1426],{"type":649,"text":1422,"spans":1423,"direction":659},"“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.",[1424],{"start":847,"end":1425,"type":849},219,{"type":649,"text":1427,"spans":1428,"direction":659},"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.”",[1429],{"start":847,"end":1430,"type":849},180,"card_highlight$03a46cf1-7ee6-40cf-8ef2-da6e69735186",{"variation":32,"version":67,"items":1433,"primary":1434,"id":1445,"slice_type":927,"slice_label":5},[],{"text":1435},[1436,1439],{"type":913,"text":1437,"spans":1438,"direction":659},"More direct bookings",[],{"type":649,"text":1440,"spans":1441,"direction":659},"Alongside the operational improvement, Host in Italy also saw an increase in direct bookings. According to the owner, this result comes from the combined effect of the Smartness solutions:",[1442],{"start":1443,"end":1444,"type":925},145,187,"rich_text$b11dba55-cce2-423b-823c-9e2d00b8c8b0",{"variation":32,"version":67,"items":1447,"primary":1448,"id":1465,"slice_type":939,"slice_label":5},[],{"title":1449,"description":1450},[],[1451,1456,1461],{"type":649,"text":1452,"spans":1453,"direction":659},"“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.",[1454],{"start":847,"end":1455,"type":849},246,{"type":649,"text":1457,"spans":1458,"direction":659},"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.",[1459],{"start":847,"end":1460,"type":849},337,{"type":649,"text":1462,"spans":1463,"direction":659},"I really like how they work and, as a service, it is absolutely useful. 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In one of Europe’s most competitive city markets, pricing is not an administrative task, it is a strategic weapon.",[1558,1560,1562],{"start":1510,"end":1559,"type":925},146,{"start":1561,"end":1174,"type":925},147,{"start":1079,"end":1299,"type":925},{"type":649,"text":1564,"spans":1565,"direction":659},"Revenue Director Michal Barkoci has been responsible for pricing and revenue strategy since 2014. Over the years, he has managed multiple properties and led the group’s evolution from manual pricing to advanced revenue management systems.",[1566,1568],{"start":847,"end":1567,"type":925},7,{"start":1569,"end":1098,"type":925},8,{"type":649,"text":1571,"spans":1572,"direction":659},"Importantly, this was not their first automation attempt.",[],{"type":649,"text":1574,"spans":1575,"direction":659},"The group had already tested and used several RMS providers:",[],{"variation":32,"version":67,"items":1577,"primary":1578,"id":938,"slice_type":939,"slice_label":5},[],{"title":1579,"description":1580},[],[1581],{"type":649,"text":1582,"spans":1583,"direction":659},"“I was on trials with five different PMS and five different RMS systems. I don’t just try things — I test them.”",[1584],{"start":847,"end":1000,"type":849},{"variation":32,"version":67,"items":1586,"primary":1587,"id":956,"slice_type":927,"slice_label":5},[],{"text":1588},[1589,1591],{"type":913,"text":948,"spans":1590,"direction":659},[],{"type":649,"text":1592,"spans":1593,"direction":659},"Before Smartpricing, rate management was either manual or dependent on overly complex systems. The operational burden was significant:",[1594],{"start":1062,"end":1595,"type":925},134,{"variation":32,"version":67,"items":1597,"primary":1598,"id":967,"slice_type":939,"slice_label":5},[],{"title":1599,"description":1600},[],[1601],{"type":649,"text":1602,"spans":1603,"direction":659},"“It took me a few hours a day just to adjust one or two months in front of me. But if I had to check half a year, it took four hours per hotel. For a group, you spend ages on that.”",[1604],{"start":847,"end":1278,"type":849},{"variation":32,"version":67,"items":1606,"primary":1607,"id":1105,"slice_type":927,"slice_label":5},[],{"text":1608},[1609],{"type":649,"text":1610,"spans":1611,"direction":659},"Even with other RMS tools as support, complexity became a problem.",[],{"variation":32,"version":67,"items":1613,"primary":1614,"id":1116,"slice_type":939,"slice_label":5},[],{"title":1615,"description":1616},[],[1617],{"type":649,"text":1618,"spans":1619,"direction":659},"“Some RMS are so complex you almost need two diplomas to use them. When you try to find a feature, it takes ages if you don’t know exactly where to look.”",[1620],{"start":847,"end":1621,"type":849},154,{"variation":32,"version":67,"items":1623,"primary":1624,"id":1657,"slice_type":927,"slice_label":5},[],{"text":1625},[1626,1629,1632,1635,1638,1640,1643,1646,1649,1654],{"type":649,"text":1627,"spans":1628,"direction":659},"What the group needed was clear:",[],{"type":979,"text":1630,"spans":1631,"direction":659},"Automation without loss of control",[],{"type":979,"text":1633,"spans":1634,"direction":659},"A system scalable across properties",[],{"type":979,"text":1636,"spans":1637,"direction":659},"Professional revenue logic without operational overload",[],{"type":913,"text":1315,"spans":1639,"direction":659},[],{"type":649,"text":1641,"spans":1642,"direction":659},"Michal didn't choose Smartpricing by accident. He ran a professional-grade comparison, testing the biggest names in the industry.",[],{"type":649,"text":1644,"spans":1645,"direction":659},"The decision to adopt Smartpricing across the Prague portfolio came down to three key factors.",[],{"type":1047,"text":1647,"spans":1648,"direction":659},"Why Smartpricing won",[],{"type":649,"text":1650,"spans":1651,"direction":659},"Better autopilot performance",[1652],{"start":847,"end":1653,"type":925},28,{"type":649,"text":1655,"spans":1656,"direction":659},"Having already used Atomize in other markets, Michal was able to compare the systems directly.",[],"rich_text$f4e4ddb8-af4b-4ba5-bb42-98e78d0579ea",{"variation":32,"version":67,"items":1659,"primary":1660,"id":1668,"slice_type":939,"slice_label":5},[],{"title":1661,"description":1662},[],[1663],{"type":649,"text":1664,"spans":1665,"direction":659},"“I think Smartpricing is better in the recommendations and in the autopilot than Atomize. From a user standpoint, the suggestions are much more on the spot.”",[1666],{"start":847,"end":1667,"type":849},157,"card_highlight$32c7cf58-6d5a-4571-81a6-a4aff7b12df5",{"variation":32,"version":67,"items":1670,"primary":1671,"id":1381,"slice_type":927,"slice_label":5},[],{"text":1672},[1673],{"type":649,"text":1674,"spans":1675,"direction":659},"He noticed the difference especially close to the check-in date — the most sensitive window for pricing decisions.",[],{"variation":32,"version":67,"items":1677,"primary":1678,"id":1685,"slice_type":939,"slice_label":5},[],{"title":1679,"description":1680},[],[1681],{"type":649,"text":1682,"spans":1683,"direction":659},"“Closer to the check-in date, Smartpricing does a very good job. The price is right on the spot.”",[1684],{"start":847,"end":1251,"type":849},"card_highlight$6b6b6804-7222-457f-a0b0-3094410ef800",{"variation":32,"version":67,"items":1687,"primary":1688,"id":1712,"slice_type":927,"slice_label":5},[],{"text":1689},[1690,1693,1698,1701,1706,1709],{"type":649,"text":1691,"spans":1692,"direction":659},"This accuracy significantly reduced the need for last-minute manual adjustments.",[],{"type":649,"text":1694,"spans":1695,"direction":659},"Complexity vs. execution",[1696],{"start":847,"end":1697,"type":925},24,{"type":649,"text":1699,"spans":1700,"direction":659},"Many RMS tools offer powerful functionality, but navigating them can be time-consuming. Unlike other platforms that felt like “data dumps,” Smartpricing offered a clear, human interface that didn’t sacrifice power for simplicity. It delivered the same strategic flexibility with a cleaner and more intuitive way to manage daily pricing.",[],{"type":649,"text":1702,"spans":1703,"direction":659},"Strategic stability",[1704],{"start":847,"end":1705,"type":925},19,{"type":649,"text":1707,"spans":1708,"direction":659},"During the first months, Michal experimented extensively with different configurations: market-based strategies, occupancy triggers, and event-driven price adjustments.",[],{"type":649,"text":1710,"spans":1711,"direction":659},"Once he identified the optimal setup, the system reached a stable equilibrium.",[],"rich_text$7c3801aa-05c0-472b-97a7-6e5b65eb01a1",{"variation":32,"version":67,"items":1714,"primary":1715,"id":1723,"slice_type":939,"slice_label":5},[],{"title":1716,"description":1717},[],[1718],{"type":649,"text":1719,"spans":1720,"direction":659},"“I haven’t touched the settings for a while now because it simply works. Both hotels are performing exactly how I want them to.”",[1721],{"start":847,"end":1722,"type":849},128,"card_highlight$78de150a-5a44-49e0-a35e-de241c162763",{"variation":32,"version":67,"items":1725,"primary":1726,"id":1752,"slice_type":927,"slice_label":5},[],{"text":1727},[1728,1731,1733,1738,1741,1744,1749],{"type":649,"text":1729,"spans":1730,"direction":659},"The goal was a system that allowed him to move from constant operational intervention to strategic oversight. So for Michal, the transition wasn't just about software; it was about finding a tool that could actually be trusted to run on autopilot. ",[],{"type":913,"text":1038,"spans":1732,"direction":659},[],{"type":649,"text":1734,"spans":1735,"direction":659},"Since implementing Smartpricing, both hotels have improved their performance, with overall revenue increasing year over year.",[1736],{"start":1737,"end":923,"type":925},83,{"type":649,"text":1739,"spans":1740,"direction":659},"But for Michal, the most valuable result was not just financial, but operational.",[],{"type":1047,"text":1742,"spans":1743,"direction":659},"Reclaimed time",[],{"type":649,"text":1745,"spans":1746,"direction":659},"Tasks that once required hours of manual work are now handled automatically. Previously, reviewing pricing for several months ahead could take up to four hours per hotel.",[1747],{"start":1297,"end":1748,"type":925},169,{"type":649,"text":1750,"spans":1751,"direction":659},"Today, that time is available for higher-level strategic work.",[],"rich_text$90416cca-9a2d-4e68-ad37-ec5ea8cfc61c",{"variation":32,"version":67,"items":1754,"primary":1755,"id":1763,"slice_type":939,"slice_label":5},[],{"title":1756,"description":1757},[],[1758],{"type":649,"text":1759,"spans":1760,"direction":659},"“My favorite thing is that I have more free time. You have other things to do, not just sit in front of one screen showing the RMS and another showing occupancy, clicking one by one.”",[1761],{"start":847,"end":1762,"type":849},183,"card_highlight$62d23fa7-e47d-4a3e-9e09-8baf0e54ed4e",{"variation":32,"version":67,"items":1765,"primary":1766,"id":1784,"slice_type":927,"slice_label":5},[],{"text":1767},[1768,1771,1774,1777,1781],{"type":1047,"text":1769,"spans":1770,"direction":659},"Market confidence",[],{"type":649,"text":1772,"spans":1773,"direction":659},"In a market like Prague, competitor behavior can easily create noise. Instead of reacting to every movement in the market, Michal now uses Smartpricing to maintain a clear overview and focus only on relevant competitors. This allows him to stay grounded in his strategy rather than constantly chasing market fluctuations.",[],{"type":1047,"text":1775,"spans":1776,"direction":659},"Growth",[],{"type":649,"text":1778,"spans":1779,"direction":659},"Following the positive results at Elysee Hotel and Hotel Carlton, H & Hotels Group is now preparing to connect two additional properties to Smartpricing.",[1780],{"start":1146,"end":1079,"type":925},{"type":649,"text":1782,"spans":1783,"direction":659},"For a Revenue Director managing several hotels, the real value of a pricing system is trust.",[],"rich_text$9c770de5-b093-4289-a3d8-f2378530e3c2",{"variation":32,"version":67,"items":1786,"primary":1787,"id":1794,"slice_type":939,"slice_label":5},[],{"title":1788,"description":1789},[],[1790],{"type":649,"text":1791,"spans":1792,"direction":659},"“In this job, you need a tool you can rely on. Smartpricing is that tool. It saves me the time I used to spend clicking through screens and lets me focus on more important things.”",[1793],{"start":847,"end":1430,"type":849},"card_highlight$98ffa49d-9995-40ed-9bd7-5dd18c26e901","Smartness reviews: H&Hotels Group (Prague, Czech Republic) - Case study | Smartness","Read the case study of H&Hotels Group (Prague, Czech Republic) and discover their experience with Smartness.",{"dimensions":1798,"alt":1503,"copyright":5,"url":1799,"id":1516,"edit":1800},{"width":1121,"height":1122},"https://images.prismic.io/smartness/acDqmpGXnQHGY1s5_ElyseeHotelH%26HotelsGroup.jpg?auto=format,compress&rect=0,73,1024,538&w=2400&h=1260",{"x":847,"y":1801,"zoom":857,"background":858},73,[1803],{"variation":32,"version":67,"items":1804,"primary":1805,"id":1141,"slice_type":1142,"slice_label":5},[],{"icon":5,"title":1806,"description":1809,"link":1812},[1807],{"type":649,"text":1132,"spans":1808,"direction":659},[],[1810],{"type":649,"text":1136,"spans":1811,"direction":659},[],{"id":624,"type":56,"tags":1813,"lang":14,"slug":626,"first_publication_date":627,"last_publication_date":628,"uid":629,"url":630,"link_type":24,"key":1140,"isBroken":34,"text":632},[],[],"3f9f504","All Rights Reserved",1777899289801]