Founded in 2019, The Central Boutique Apartments began with just five privately owned properties in the historic center of Heraklion in Crete. As tourism rebounded post-pandemic, the company expanded to manage 50 unique properties—ranging from cozy urban apartments to luxurious villas in the Heraklion region. Over the course of a year they host on average 4,000 guests.
However, rapid growth introduced new challenges: meeting hotel-level guest expectations while managing the complexity of a significantly larger portfolio.
Challenges Faced
1. Logistical Hurdles with Check-ins
As guest numbers increased, the team struggled to coordinate manual check-ins, which required collecting sensitive information like IDs in person. Following up on missing data became time-consuming and disrupted the smooth start of vacations for guests.
2. Property Familiarization
Guests often called for basic instructions, such as connecting to Wi-Fi or operating appliances. Printed guides in each property quickly became outdated, leading to frequent inquiries that burdened the team, especially during busy periods.
3. Coordinating Local Services
From airport transfers to car rentals and local tours, the team found themselves operating as an unofficial concierge service. While valuable to guests, coordinating these services manually stretched the team’s resources thin.
4. Managing Third-Party Providers
With a growing number of service providers, tracking bookings, cancellations, and payments became a challenge, resulting in inefficiencies in financial management.
The Solution: Tourmie
Recognizing the need for an all-in-one solution, The Central Boutique Apartments turned to Tourmie. The platform transformed their operations and helped deliver a seamless guest experience at scale.
How Tourmie made an impact:
1. Effortless Online Check-ins
Tourmie enabled guests to complete check-ins digitally before arriving. As a result, 90% of guests now complete the process in advance, eliminating follow-ups and saving the team hours of administrative work.
2. Digital Property Guides
Tourmie replaced printed guides with easy-to-access digital guides that are mobile phone accessible. This feature reduced inquiries about common issues by 95%, freeing up the team to focus on enhancing other aspects of guest service.
3. Integrated Service Recommendations
Guests can now explore transportation, car rental, and tour options directly through the platform, with the ability to book and pay on their own. This self-service approach improved convenience for guests and significantly reduced errors in coordination.
4. Streamlined Provider Management
Tourmie’s invoicing and booking management features simplified interactions with third-party providers. The team saved countless hours by automating these processes, allowing more time for strategic growth initiatives.
5. Automated Messaging and Communication
Tourmie’s multichannel communication tools ensured instant responses to guest inquiries. Requests were logged, assigned to team members, and tracked to completion—leading to a noticeable boost in guest satisfaction and team responsiveness.
Results: Transformative Growth and Operational Efficiency
By adopting Tourmie, The Central Boutique Apartments achieved:
- 95% reduction in guest inquiries about property features
- 90% online check-in adoption, streamlining guest arrivals
- Significant time savings on third-party provider coordination
- Enhanced guest satisfaction, as reflected in increased positive reviews
This seamless integration allowed the team to scale operations without sacrificing service quality. Guests now enjoy a hotel-like experience with a personalized touch.
| Challenges ⚡️ | Solutions 💡 |
| Long communication cycle with numerous 3rd party suppliers | Direct bookings of services online by guests |
| Time-consuming manual check-in process | Online check-in process increased guest convenience |
| Frequent questions about property amenities | Digital property guides with instant access |
| Difficulty managing vendor invoices | Automated invoicing and payment tracking |
| Multi-channel guest support | Centralized chat and messaging platform |
“Tourmie has been a game-changer for our business. With 90% of our guests completing online check-ins and a 95% reduction in inquiries about property features, we’ve saved countless hours and delivered a seamless, hotel-like experience that keeps our guests coming back.”
Katerina L. , Operations Manager, The Central Boutique Apartments
