Booking Host manages nearly 2,000 short-term rental apartments across Poland — and their guest hotline never stops. When Kacper Mocny took over the customer service department, the team was answering just 70% of inbound calls, with no real-time visibility into who was available and no reliable way to manage spikes. With CloudTalk, Booking Host rebuilt their operation around live dashboards, full call logging, and call recordings — and pushed their answer rate to 90%+, with 95% in their sights.
About Booking Host
Booking Host is one of Poland’s largest short-term rental companies, managing close to 2,000 apartments for property owners and guests across the country. Their customer service team handles everything from check-in codes to on-site emergencies — in Polish, English, Ukrainian, and Russian.
The hotline runs seven days a week, 8 AM to midnight. During peak summer months, the team fields between 8,000 and 10,000 calls per month. Off-season, that drops to 3,000–5,000 — but the calls don’t get easier.
Challenge
When You Can’t See What’s Happening, You Can’t Fix It
When Kacper joined as Customer Service & Administration Manager, the team was running on aging call software that offered almost no operational visibility. The call log cut off after 16 hours. There was no real-time view of agent status. And what little data existed was unreliable.
There was no real-time view, to be honest. It would show an agent as online, but sometimes it was wrong — you just couldn’t know.
For a team with remote workers spread across shifts, that gap was critical. Kacper had no way to tell whether an agent was on a call, idle, or disconnected — and no way to act on it in the moment.
When I’m in the office, I can see my employees with their headphones on. But with remote employees, I have to rely on the real-time view — and we didn’t have one.
The result: a 70% answer rate, and a team that couldn’t scale into peak season with any confidence.
Evaluation
A Platform That Had Moved On
The previous tools weren’t just limited — they’d stopped developing. No new features. No roadmap. The analytics were weak and the interface hadn’t kept pace with how modern support teams operate.
Kacper watched how CloudTalk had evolved and made the call.
After a year, we saw how CloudTalk was moving forward, how it was changing. The other apps were just falling behind. That’s what made us switch.
The deciding factor wasn’t a single feature — it was trajectory. A platform that kept improving meant Kacper could keep building on it.
Solution
Full Visibility, Every Shift
The biggest immediate change was the real-time dashboard. For the first time, Kacper could see exactly which agents were live, on a call, or offline — and redirect the team on the fly.
I have it right in front of me. I check the monitor and I can see: this agent is online, this one is on a call, this one went offline. I can develop my team’s performance because of that.
That visibility changed how Kacper managed calls in real time. When a customer was waiting and no one was picking up, he could intervene immediately — telling an agent to pause a message thread and take the call instead.
I tell them: leave the message for now, it can wait one or two minutes. Pick up the phone. That’s our number one priority.
Call Recordings That Protect the Business
CloudTalk’s call recording and logging quickly became one of the most operationally valuable features for the team. Guest disputes — particularly claims about verbal commitments made on previous calls — could be resolved by pulling the exact recording.
Sometimes a guest calls and says, ‘I told you this a week ago — you agreed to give me my money back.’ We find the recording in the call log, and in ninety-nine percent of cases, they weren’t telling the truth. It keeps our money in our pockets.
Previously, logs only went back 16 hours. Now every call is retrievable — a meaningful shift for a team managing thousands of guest interactions per month.
Salesforce Integration for Smarter Guest Handling
With nearly 2,000 apartments, each with unique access codes that rotate after every reservation, the team can’t rely on a static knowledge base alone. Booking Host integrated CloudTalk with Salesforce so agents can pull live, reservation-specific details during a call.
Kacper set it up himself — no IT involvement required.
Even though I’m not in IT, I can handle this myself. It’s simple — and that’s exactly what I need, because the IT team is always busy with other things.
Results
From 70% to 90%+ — and Climbing
The answer rate improvement is the clearest measure of what changed. When Kacper joined, the team was answering 70% of inbound calls. With CloudTalk’s real-time tooling in place, that number has risen to over 90% — and the target is 95%.
Because of the real-time dashboard and call log, I can see everything I need. We can handle more inbound calls because of it.
The platform has also changed how Kacper thinks about the team’s next challenge: summer. With call volume doubling between June and September, he’s now planning to layer in CloudTalk’s AI voice agent to handle after-hours coverage and reduce queue pressure during peak hours.
You don’t have to be on the phone to talk to the customer. You can be off the clock, and the customer still gets an answer. Before, there was no one else — nothing else — to speak to guests after hours. Now you can manage that coverage from midnight to 8 AM.
Takeaway
For a business that runs on guest trust, being reachable isn’t optional. Booking Host didn’t just improve a metric — they built an operation that could see itself clearly and respond in real time. The next step is keeping that operation running even when the team isn’t.
