Automation for hotels and holiday apartments in Mallorca has an advantage over almost any other sector: the processes are highly repetitive and the volume is concentrated in a few months. A small hotel in Sóller or a company managing twenty apartments in Palma repeats the same tasks with every booking, hundreds of times between May and October, with a team that has partly only just joined. These are the seven workflows that, in our experience, return their cost within the same season they are installed.
1. Pre-arrival messages
Every booking generates the same communication sequence: confirmation, a reminder a week before, instructions the day before (how to get there, where to park, check-in time, key-box code). Today in many businesses a person does this by copying templates into WhatsApp.
With WhatsApp Business API and approved templates, the sequence sends itself in the guest's language, with each booking's details taken from the PMS or the channel manager. The team only steps in when the guest replies with a question that falls outside the script.
- Source: PMS, channel manager, Booking or Airbnb.
- Channel: WhatsApp Business API, email from Google Workspace or Microsoft 365.
- Result: fewer "where is the apartment?" calls, more orderly arrivals.
2. Collecting check-in details
Spanish regulations require travellers' details to be registered and reported to the authorities. Collecting them at reception or requesting them by message one by one takes time and produces errors.
The workflow sends the guest a secure link a few days beforehand, collects the details of all travellers, checks that they are complete and places them in the PMS ready for the official report. If details are still missing 48 hours before arrival, it reminds the guest again and, if there is still no reply, alerts reception.
Where the data is stored matters here: these are identity documents, and the workflow must keep them on servers within the European Union with restricted access.
3. Review request after departure
Reviews on Google, Booking and Airbnb determine the property's visibility and the price it can charge. Requesting them systematically costs little, and very few small properties do it well.
The workflow detects the check-out in the PMS, waits a few hours and sends a thank-you message with a direct link to the platform where the guest booked. If the guest had an incident logged during the stay, the message can go through a person first so they can decide how to approach it.
4. Synchronisation between channels and CRM
A property that sells through Booking, Airbnb, its own website and agencies has its customer data spread across four places. The channel manager synchronises availability and prices, but rarely builds a useful customer record.
With a bespoke automation, every new or modified booking becomes a unified record: guest, channel, dates, amount, language, preferences, history. That record feeds the other workflows (messages, upsell, reviews) and makes it possible to recognise the returning customer, which is very valuable in Mallorca, where a significant share of guests come back every year.
5. Offering additional services (upsell)
Airport transfer, late check-out, cot, bike hire, welcome basket, restaurant booking. This is revenue that most small properties do not offer systematically because nobody has time to propose it.
The workflow sends, at the right moment (a few days before arrival, or the day before departure for late check-out), a specific offer according to the type of booking. The guest replies on WhatsApp, the system logs the request and notifies whoever handles it. A simple rule: propose one or two relevant things, with a clear price, in the guest's language.
6. Incident management
"The air conditioning is not working", "there is no hot water", "the wifi is down". In August, with twenty apartments and one technician, the difference between a satisfied guest and a one-star review is how quickly and how systematically the issue is dealt with.
An AI agent receives the message, identifies the type of incident and its urgency, asks for the information needed (a photo, which room), opens the job in the system or in a shared spreadsheet and notifies the technician on whichever channel they use. The guest receives confirmation that their report is being handled and an estimate. When the technician closes the job, the guest is notified. Everything is logged, and the manager can see every morning what is still open.
7. Daily occupancy and operations report
Every morning, a message on the manager's or owner's phone: occupancy today and for the next seven days, the day's arrivals and departures with expected times, new bookings in the last 24 hours and their channel, open incidents, check-ins with details pending, new reviews.
It is built by reading the PMS, the channel manager and the incident system, and is sent by WhatsApp or email. It is the simplest workflow on the list and the one that most changes the manager's sense of control, especially in family businesses where the owner wants to know what is happening without having to call reception.
How they combine and where to start.
All seven workflows share the same foundation: a reliable data source (PMS or channel manager) and a communication channel with the guest (WhatsApp Business API). Once that foundation is in place, each additional workflow is cheaper to add than the last.
The order we usually recommend in Mallorca:
- Pre-arrival messages and check-in data collection (the most repetitive work).
- Review request (a direct improvement in visibility and price).
- Daily report (control for the manager).
- Incidents, upsell and CRM once the foundation is working.
As for the calendar: build between November and March, test with the Easter bookings and reach May with everything stable. A workflow launched in July can be done, but the team will not have time to validate it calmly.
Frequently asked questions
Does it work with my PMS or channel manager?
Most of the PMS and channel managers used in Mallorca have an API or, at the very least, exports and email notifications that can be worked with. We check this in the assessment before quoting; we build on your current system and will not ask you to change it unless it is impossible to connect.
Do guests accept receiving automated WhatsApp messages?
Yes, when they are useful, arrive in their language and at the right moment. WhatsApp Business API requires approved templates and allows the guest to stop receiving messages at any time. What causes rejection is commercial messaging unrelated to the stay, and we avoid that by design.
How much does it cost and how long does it take?
An individual workflow (for example pre-arrival messages with data collection) is delivered in two to four weeks at a fixed price within our published band of €3,000 to €6,000. Incident management with an AI agent is offered as a managed service from €500 per month. The preliminary assessment, at €1,500, sets out the order and the amount for your property.
If you manage a hotel or holiday apartments in Mallorca and want to know which of these workflows would give back the most hours in your case, we start with an assessment measured on your real bookings. Request an assessment
We implement it for you
We work at the leading edge of artificial intelligence and agents: we build on the most advanced agent platforms of the moment and we do it at your business, in Mallorca, with published prices and a person from your team approving anything that goes out. We start with an initial assessment and a written plan.