How Wynwood House Reduced Guest Resolution Times from 15 Minutes to 3 While Scaling Across Seven Countries

About Wynwood House

Hospitality and real estate platform helping people feel at home wherever they go

From business travelers relocating to a new city to families seeking a longer stay abroad, Wynwood House has built its brand around a simple idea: everyone deserves to feel at home wherever they are.

Operating across seven countries throughout Latin America and Europe, Wynwood House combines hospitality, local expertise, and real estate experience to help guests live like locals while enjoying the consistency and comfort of home.

As the company expanded across multiple markets, maintaining a consistent guest experience became increasingly challenging. Every new city brought additional guests, languages, and operational complexity—but the expectation remained the same: fast, thoughtful service that felt personal.

"We needed faster responses, better visibility, and a way to manage everything without jumping between multiple tools," said Mayra, Global Head of Customer Experience at Wynwood House.

Rather than continuing to layer new processes on top of existing systems, Wynwood House made the decision to move its guest communication operation to Conduit.

The Challenge

For a hospitality company operating across multiple countries and languages, communication isn't just a support function—it's a core part of the guest experience.

Before Conduit, Wynwood House's customer experience team relied on a collection of disconnected tools to manage guest communications:

• Guesty for guest messaging
• ChatGPT for drafting responses
• Separate translation tools for multilingual communication
• Google Sheets for sentiment tracking and reporting

As the company grew, several operational challenges became impossible to ignore.

Fragmented Workflows

Agents constantly switched between platforms to draft messages, translate responses, review guest history, and track performance metrics.

Instead of focusing on guests, teams spent valuable time navigating between systems.

Slow Resolution Times

When Mayra joined Wynwood House, guests were waiting an average of 14–15 minutes for issue resolution.

As booking volume increased across multiple countries, maintaining response quality while improving speed became increasingly difficult.

Manual Sentiment Tracking

Customer sentiment was tracked manually through shared spreadsheets and agent-generated scores.

"The sentiment, for us, we did it manually," Mayra explained. "We had a Google Sheet from one to five, and it depended on the criteria each agent had."

The process was time-consuming, inconsistent, and difficult to trust.

Poor Shift Handoffs

With teams operating across time zones and multiple countries, agents often needed to read entire conversation histories before taking ownership of a guest issue.

Critical context could easily be lost between shifts.

Limited Visibility

Managers lacked reliable ways to measure guest sentiment, identify coaching opportunities, and understand how effectively the team was serving guests at scale.

The Solution

When Wynwood House implemented Conduit, the impact was immediately visible—not only in internal operations, but in the quality of guest conversations themselves.

"The first thing we noticed was the quality of the AI replies," said Mayra. "You cannot tell the difference between an AI agent and a human agent."

Rather than relying on multiple disconnected tools, Wynwood House consolidated guest communication into a single platform.

One Unified Inbox

Drafting, translation, sentiment analysis, tagging, internal notes, follow-ups, and guest messaging were all centralized within Conduit.

This eliminated constant context switching and gave agents a complete view of every guest interaction.

AI-Powered Multilingual Communication

Before Conduit, agents relied on literal machine translations that often lost context and tone.

Today, guests receive responses that feel natural, personalized, and written in their own language.

"I work with ChatGPT and other AI tools every day, and sometimes you can immediately tell it's AI," said Mayra. "With Conduit, we're not seeing that. It feels like a full conversation with a human."

Smarter Conversation Management

Instead of simply archiving conversations, agents can now:

• Resolve and close conversations properly
• Schedule follow-ups
• Track guest registration workflows
• Manage operational processes through tags
• Create accountability across shifts

AI-Powered Shift Handoffs

One of the most significant improvements came during shift changes.

Previously, agents needed to read entire message threads to understand a guest issue before taking over.

Now, AI-generated summaries provide instant context.

"The AI already did it for me," said Mayra. "I'm just going to focus on finding the solution."

Instead of spending time reconstructing conversations, agents can immediately focus on helping guests.

The Impact

Since implementing Conduit, Wynwood House has transformed how its customer experience team operates.

More Time Focused on Guests

By consolidating communication, translation, guest context, and sentiment tracking into a single platform, agents spend less time managing tools and more time helping guests.

Tasks that previously required multiple systems can now be completed from one workspace.

Stronger Visibility Into Guest Experience

Manual spreadsheets have been replaced by AI-generated sentiment analysis, giving managers a more accurate picture of guest satisfaction.

Every week, the team reviews conversations with lower sentiment scores to identify coaching opportunities, improve empathy, and create better guest outcomes.

What was once an unreliable reporting process is now becoming a core customer experience KPI.

Scaling Across 7 Countries While Maintaining Service Quality

As Wynwood House expanded across Latin America and Europe, maintaining a consistent guest experience became increasingly challenging. By centralizing guest communication in Conduit, the team built a standardized operation that supports growth across seven countries while maintaining service quality.

Today, Wynwood House manages thousands of guest interactions with greater consistency and efficiency, helping sustain strong guest satisfaction scores, including a 4.8 Airbnb rating in Colombia.

Looking Ahead

For Wynwood House, AI isn't replacing hospitality—it's helping the team deliver it more consistently as the company grows.

The company is continuing to expand across markets while refining how guest communication, operational workflows, and customer experience teams work together.

They're also preparing to bring additional communication channels into Conduit, further consolidating guest interactions into a single platform.

By replacing fragmented workflows with a hospitality-focused communication platform, Wynwood House has reduced guest resolution times from 15 minutes to 3, improved operational visibility, and built a scalable foundation for growth across seven countries.