How an EOS Hospitality property manages communication for their hotel and the spa bookings.

Challenge

Adding two-way guest conversation to the spa workflow. 

On the spa side, communication wasn’t just about sending reminders. It also meant handling earlier openings, schedule changes, and guest questions in the moment, and their existing setup wasn’t built for that kind of back-and-forth

Phone tag for routine hotel and spa questions.

Front desk staff were getting slowed down by the back and forth phone calls around guests calling in on common guest questions like policies and amenities.

Solution

The Bellmoor used Akia as the communication layer for both hotel and spa guest interactions.

Two-way texting across the guest journey.

Akia gave staff a faster way to communicate with guests in real time by answering questions, confirming details, or reaching out when availability changed. Automated responses helped handle common guest questions like parking, pet policy, and similar FAQs, allowing staff to work more efficiently. 

More flexibility for spa scheduling.

For spa scheduling, Akia provided a flexible communication option the team did not have through its spa system alone. Garth said Akia makes it possible to text guests directly when earlier openings become available and offer to move an appointment up. While The Bellmoor is still building that process out on the spa side, he sees it as a valuable capability for making guest communication around scheduling more dynamic.

As Garth put it, Akia could message guests directly:

“Would you like to come in a little bit early? We can actually move you up 30 minutes.”

Faster check-in's through pre-registration.

Akia's Registration Card lets The Bellmoor Inn & Spa collect guest details such as email, anniversary, birthday, vehicle, and more before arrival, so staff know who's coming and can prepare ahead of time. It also spells out policies up front, so guests know what to expect at check-in.

A channel that works across demographics.

The Bellmoor opens a communication channel that caters to their older and younger guests so it makes it convenient for guests to reach them on any potential issues and requests.