Lightning-fast onboarding
PS19 Maritime Hotel, located in the heart of Copenhagen near Nyhavn, implemented Opally to modernize their guest communication and provide round-the-clock support. With a rich maritime history and a focus on delivering exceptional guest experiences, the hotel needed a solution that could handle inquiries instantly while maintaining their welcoming, personal touch.
The integration with Mews was seamless. Within hours, Opally was connected to their property management system, pulling live availability, room rates, and booking data. The team uploaded their policies, late check-in procedures, and service information, ensuring every response would be accurate and on-brand from day one.
Deep Mews integration for real-time accuracy
The Mews integration is at the heart of Maritime Hotel's success with Opally. The chatbot on their website can instantly check room availability, provide accurate pricing, and answer questions about specific room types—all using live data from their PMS. Guests receive immediate, accurate information without waiting for reception to respond.
The Email Assistant also benefits from this integration. When guests inquire about availability or booking modifications, Opally can access their reservation details directly from Mews, providing personalized responses with the correct information. This eliminates the need for staff to manually look up bookings and copy-paste details, saving significant time on every inquiry.
"Opally has transformed how we serve our guests. The Mews integration means we can provide instant, accurate information 24/7, and our team can focus on creating memorable experiences instead of answering the same questions repeatedly."
Solving the late check-in challenge
One of the most immediate wins was handling late check-ins. Maritime Hotel's reception is staffed from 7:00 AM to midnight, but guests often arrive after hours. Previously, this required extensive pre-arrival communication and sometimes led to confusion about key box codes and procedures.
Now, the chatbot provides instant, detailed guidance for late arrivals. Guests can ask about late check-in procedures at any time and receive step-by-step instructions: the key box location, their specific access code, and important details like elevator hours. This has dramatically reduced late-night phone calls and guest confusion, while improving the arrival experience for after-hours guests.
Reinventing the receptionist role
Maritime Hotel sees Opally as more than just an efficiency tool—it's a fundamental shift in how they approach guest service. By automating routine inquiries and information requests, their reception team can focus on what humans do best: creating memorable experiences, handling complex situations, and providing the personal touch that makes a stay special.
The vision is clear: receptionists spending less time typing emails and answering repetitive questions, and more time welcoming guests, providing local recommendations, and solving unique challenges. With Opally handling the predictable, the team can focus on the exceptional. This is the future of hospitality—where technology handles the routine, and humans handle the remarkable.
Results
- Seamless Mews integration providing live availability and booking data
- 24/7 chatbot support for instant guest assistance
- Automated late check-in guidance reducing confusion and calls
- Reception team freed to focus on high-value guest interactions
- Consistent, accurate responses across email and chat channels
