Creating excellence in hospitality

Before Breezeway Guide, Holshouser manually created digital guest guidebooks and texted the link to guests. This process was time-consuming and often consumed several hours of her week. These guidebooks also couldn’t be too detailed with property information, as guests would have access to this information indefinitely after their stay.

Even with their existing guidebooks, Coastal Carolina Vacations was still receiving questions from guests about door codes, and check-in and check-out instructions. Creating a seamless guest experience is the top priority at Coastal Carolina, so Natalia was committed to finding a better solution. That’s where Breezeway Guide comes in.

With Breezeway Operations and Messaging already in place, implementing Breezeway Guide was seamless. Property information from Operations automatically populates into Breezeway Guide, making setup quick and easy. Plus with our integration with PointCentral, personalized door codes are also shared through Guide, so Coastal Carolina never has to worry about guest issues accessing the property again. And, with Breezeway Messaging, Coastal Carolina Vacations easily set up automated messages to share the Guide with guests at the right time and expire the link at check-out.

As a result, over the past 12 months, guests at Coastal Carolina Vacations have, on average, interacted with Breezeway Guide 13 times during their stay. One of the top-used sections of the Guide is departure instructions. Over the past year, guests at Coastal Carolina Vacations referred to the departure instructions section nearly 6,000 times. With such high engagement throughout the stay and especially during departure, managers at Coastal Carolina can rest assured that with Guide their guests are well-informed, leading to smoother check-outs and a better overall experience.

In addition to helping solve access issues, Breezeway Guide also provided Coastal Carolina Vacations with new guest experience features. Now with dedicated sections in Guide for welcoming guests, directions to the property, check-in and check-out instructions, local recommendations, and pool safety and operation instructions, Coastal Carolina Vacations has enhanced the guest experience and reduced questions.

Efficiently resolve guest requests for better reviews

After implementing Breezeway Guide with Operations and Messaging, Coastal Carolina Vacations has streamlined internal operations and guest communication. Holshouser says, “Breezeway has been such a huge piece of our success because we’ve been able to manage everything with our guests and our employees.”

One of the benefits they’ve experienced with Breezeway’s interconnected platform is that guests can also report issues through Breezeway Guide. This allows Coastal Carolina Vacations to resolve issues faster by immediately creating a task for the right member of their team. This feature has been impactful in helping Coastal Carolina Vacations maintain the quality of their homes and resolve issues that might not have been brought up before. This also gives guests the outlet to share their feedback before writing a review. With this efficient process, Coastal Carolina Vacations has been able to successfully resolve 37% of service requests before checkout using Breezeway Guide.