Heiwa Solution: more responsive concierge support

Heiwa Solution x GetHumanCall: turning online concierge support into a competitive advantage

The context: rapid growth and high expectations

Heiwa Solution is a Swiss concierge and property management agency specialising in short-term rentals. Working mainly in Valais and the Three Lakes region, it manages a growing portfolio of properties listed on Airbnb, Booking.com, Expedia and other leading platforms.

Its positioning is clear: give property owners complete peace of mind while delivering an excellent experience for guests. Behind that promise lies a demanding operational reality. Guest requests do not stop at the end of the working day. Emergencies happen at weekends. Reviews appear in real time, and a slow response can damage a reputation built over years.

To meet this challenge, Heiwa Solution chose GetHumanCall.

The challenge: more multichannel contacts than the internal team could handle

Before the partnership, Heiwa’s team managed guest relations internally. As the number of properties grew, incoming requests soon exceeded the team’s capacity. Tickets and phone calls arrived throughout the day, sometimes in the middle of the night.

Every negative review on Airbnb or Booking.com also required careful analysis and a considered response. Some reported cleaning problems; others described technical issues. In every case, a prompt response was needed to limit the impact on the agency’s reputation.

Cleaning teams also needed to be alerted quickly whenever an urgent issue was reported, without friction or lost information.

The GetHumanCall solution: structured, human online concierge support

GetHumanCall deployed a tailored multichannel solution built around three areas.

Ticket handling combined with inbound calls is the first pillar. GetHumanCall agents act as online concierges, handling guest requests before arrival, during the stay and after departure. Each interaction is recorded and each request is addressed as quickly as possible.

Review analysis and management form the second area. A dedicated team monitors reviews on the platforms. When a negative review is identified, it is analysed and an appropriate response is written and published. The aim is both to show future guests how responsive Heiwa is and to turn a negative experience into an opportunity to improve.

Outbound calls are the third part of the solution. After critical feedback, an agent contacts the cleaning teams directly to explain the issues and trigger the necessary action. This operational link between guest feedback and work on the ground has become an essential part of Heiwa’s quality process.

The results: responsiveness, reputation and renewed peace of mind

The partnership with GetHumanCall has delivered measurable results. Response times for guest requests have fallen significantly, strengthening customer satisfaction at every stage of the stay. A structured approach to reviews has helped Heiwa maintain its trusted status on partner platforms.

Beyond the indicators, the renewed peace of mind of the internal team best illustrates the partnership’s value. With fewer contact-intensive tasks to manage, the team can focus on growing its property portfolio and improving its services.