At 1,500 properties, you can't afford a system that keeps you in the dark.
AvantStay manages over 1,500 luxury vacation properties across the US. At that scale, the quality of every guest interaction — check-in, issue, last-minute request — is the product. Conversations aren't support overhead. They're how the experience gets delivered.
- Luxury travel
- FIELD Teams
AVANTSTAY
PROPERTY
350
SPOKE PHONE
Guest messages were being touched two or three times before they reached the right person. A check-in question would come in, get passed along, land with someone without the right context, and get passed again. When teams are stretched across 1,500 properties, that friction compounds fast. Calls and texts were ending up on personal phones, the business couldn't see any of it: no record of what was said, no way to spot the pattern, no way to fix it. The personalized experience AvantStay had built their reputation on was getting harder to deliver. Not because the people weren't capable but because the system wasn't built for it.
Spoke replaced the fragmented system. Before a guest arrives, automated SMS sends them everything they need: key codes, arrival instructions, local contacts. No manual sending. No two guests getting a different version. When a guest has an issue during their stay, their message routes directly to the right person who is nearby on the ground by the property, with all the context they need. Guest calls and texts no longer land on personal phones. Teams are no longer stuggling for context. And the calls and messages? Well they run through shared numbers the business controls, so AvantStay now has full visibility into what was said, when, and by whom.
500 daily check-ins handled smoothly at peak capacity. 1,000 active group SMS conversations running across teams at any time. 80% reduction in time spent manually routing and following up on guest messages. The hours that used to go into shuffling messages between team members now go into the properties and the guests.
What changed — and what it meant in practice
Before spoke
- Every guest message was handled 2–3 times before reaching the right person
- Guest calls and texts were landing on personal phones with no visibility for the business
- Check-in information was sent manually, inconsistently, across 1,500 properties
- Context was split across RingCentral, Zendesk, and internal tools
After spoke
- Messages route directly to the right local team, no more double handling
- All guest communication runs through Spoke on shared numbers the business controls and can see
- Automated SMS sends every guest the right property details before they arrive
- One system now handles calls, messages, and history so there's less to manage and less to miss
1,500
properties managed
1,000
+
group SMS conversations at any time, connecting guests to their local support team on the ground
500
+
daily guest check-ins
350
AvantStay team members on Spoke in the office and on mobile phones out in the field
80
%
reduction in manual handling of messages and coordination
The 80% reduction in manual message handling sounds operational. What it actually meant was that the people managing 1,500 properties stopped spending their days forwarding messages between each other and started spending them on the properties and the guests.
Every guest message being touched two or three times before reaching the right person wasn't just inefficient — it meant guests with real issues were waiting while context got lost in transit. Routing messages directly to the local team on the ground, with the right context already there, changed the quality of the response, not just the speed.
The move to shared business numbers also gave AvantStay something they'd never had: visibility. When guest conversations run through personal phones, you can't see patterns, you can't spot problems early, and you can't improve. Getting everything onto one controlled system turned a blind spot into something the business could actually manage.
Talk to someone who can show you exactly how Spoke works in your business — no generic demo.
AVANTSTAY
PROPERTY
350
1500
500+
1,000+
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"Customer support is second to none. The Spoke Team has helped us with special features and setting up our system so it has everything we need."
Talk to someone who can show you what full visibility actually looks like for your team.
