Covotel

How Hotel Sunrise Transformed Guest Service Operations with Covotel.

Hotel Sunrise is a 120-room business hotel located in the heart of Hyderabad. Known for its premium yet affordable stays, the hotel serves a mix of corporate and family travelers. While its hospitality standards were appreciated by repeat guests, operational bottlenecks, especially around in-stay service delivery, were affecting guest satisfaction scores. To streamline internal coordination and improve the guest experience from check-in to check-out, Hotel Sunrise partnered with Covotel, a guest engagement platform focused on hotel automation using WhatsApp.

The Challenges

Delayed Check-Ins : Guests had to wait in queues at peak hours, as ID verification and manual data entry at the front desk slowed the process.
Scattered Service Requests : Guests used room phones, calls to the reception or direct staff contact to request amenities, food, support. These requests often got delayed, missed or miscommunicated.
No Service Visibility for Guests : Guests had no updates once a request was made, whether it was being processed, delayed or completed.
Poor Feedback Collection : While feedback forms were available at the reception, less than 10% of guests actually filled them out. Management lacked consistent insights to improve operations.

The Solution

Digital Check-In via WhatsApp : When guests reach the hotel, they scan a QR code available at the reception. This opens a WhatsApp link where they upload their ID proof and complete the check-in details. At the front desk, staff only needs to hand over the room key, reducing check-in time by more than 50%.
Centralized Service Request Flow : Guests can request housekeeping, room service, fresh towels, laundry or report issues, all through a guided WhatsApp menu. Each request is instantly routed to the correct department with a time-stamp.
Live Service Updates : Guests receive real-time notifications like Housekeeping will reach you in 8 minutes. Your food order is being delivered. Your laundry will be ready by 7 PM. This transparency reduces unnecessary calls and follow-ups.
Digital Check-Out & Billing Support : Guests receive their bills on WhatsApp and can confirm check out or request luggage pickup without waiting at the front desk.
Automated Feedback Collection : A short feedback message is triggered automatically after check-out. The response rate increased 4x, giving Hotel Sunrise valuable insights and more positive online reviews.

Results!

Operational Efficiency and Guest Satisfaction Improved Within six Weeks

Metric

Average check-in time

Service request delayse

Guest follow-up calls

Feedback form completion

Staff workload

Guest complaints

Before Covotel

8-10 mins

Frequent

High

< 10%

Overloaded

1 in 7 guests

After Covotel

3-4 mins

Reduced by 45%

Dropped by 60%

42% response rate

Balanced with auto-routing

1 in 25 guests

What the Manager Said

"We didn’t need to hire more staff. Covotel helped us use our existing team more smartly. Guests now feel more in control, and our staff can actually focus on doing, not chasing."

Mr. Ramesh Kumar
Operations Manager, Hotel Sunrise

Conclusion

With Covotel, Hotel Sunrise didn’t just automate processes, it redefined the way guests experienced their stay.
From a smoother check-in to faster room service, to stress free check-out, every interaction became quicker, smarter, and more satisfying.
Less chaos for staff.
More convenience for guests.
A better brand experience, start to finish.