Olalá Homes

About Olalá Homes

Olalá Homes is an innovative vacation rental management company caring about its guests across instant messaging apps and other channels. With a long trajectory in the hospitality industry and an international team of travel enthusiasts, Olalá Homes strives to make each and every guest feel at home by specialising in attractive touristic apartments and providing a superior, worry-free experience.

The Challenge

To achieve their mission, Olalá Homes needed to communicate with customers in the most convenient way for them — WhatsApp being the channel of choice, since a mobile phone is much easier to reach than a laptop or tablet when travelling. Already using Zendesk Suite to respond to guests through WhatsApp and other channels, they needed to go further: sending proactive outbound messages and re-engaging with customers after the 24-hour window imposed by Meta.

The Solution

By working alongside Respira Internet, Olalá Homes implemented Zendesk Sunshine Conversations and connected it to Zendesk Suite to send proactive notifications — for example, delivering a WhatsApp message with booking details right after a reservation was made.

Thanks to this project, Olalá Homes has been able to:

• Quickly start using Zendesk Sunshine Conversations
• Enrich customer communication across multiple languages
• Create their own WhatsApp templates with Respira Internet's guidance, development, and ongoing support

The Results

Olalá Homes has gone a step further in their innovative guest experience, while being better prepared for managing seasonality. The project has improved how they communicate at every stage of the guest journey.

In Their Own Words

"As tourism rebounds, we aim for even higher guest experience. Proactive, automated WhatsApp messages are crucial. Zendesk Sunshine Conversations and Respira Internet ensure modern, satisfying customer journeys."

— Morvan Le Boulanger, Project Manager, Olalá Homes