Case Study

mk | hotels cuts human-assisted calls by 50% and saves 70 hours with AI

Emma Töpperwien

apaleo GmbH · 9月 01, 2025

mk | hotels cuts 50% of guest calls by connecting Plainview AI with Apaleo, freeing up staff time and speeding up services. Within the first month, they saw fewer routine inquiries and improved staff efficiency.

Why it matters: mk | hotels automated routine guest calls using Plainview AI, integrated with Apaleo. Within just two months, this saved the team over 70 staff hours — time they could now spend on delivering more personalised service where it really matters.

Plainview AI handles frequent guest inquiries, like check-in times or breakfast hours, directly over the phone, without requiring staff involvement. By connecting it to Apaleo, mk | hotels ensures the AI has real-time access to reservation and property data.

Top 3 Core Objectives: mk | hotels wanted to reduce the volume of repetitive guest calls to the front desk, improve response times for common inquiries, and free up their team to focus on more complex guest needs. They also aimed to implement a solution that could scale easily across multiple properties with minimal setup.

Reduce repetitive calls: The front desk staff was often interrupted by routine inquiries, including questions about check-in times, parking, and Wi-Fi. The goal was to reduce these disruptions, allowing the team to focus on more valuable interactions.
Improve response speed: Guests sometimes had to wait on hold or visit reception in person. mk | hotels wanted to deliver instant answers and enhance the guest experience.
Enable easy multi-property deployment: With 13 hotels, the team needed a scalable solution requiring minimal setup and maintenance. It also had to integrate smoothly with their existing tech stack.

"One of the biggest impacts for us has been the vast array of implementation options available on Apaleo. We’re now able to think outside the box and customise solutions in ways we hadn’t imagined before." added Arno. "For tech lovers who want a PMS tailored to their specific needs, Apaleo is arguably the best on the market. Its adaptability and customisation options make it stand out as a superior choice."

Arno Sonderfeld

Company Leadership

👍 Company Leadership Arno Sonderfeld said that Apaleo's flexible implementation options allowed mk | hotels to build custom solutions tailored to their needs. Its adaptability empowers tech-savvy teams to think creatively and go beyond standard PMS setups:

"One of the biggest impacts for us has been the vast array of implementation options available on Apaleo. We’re now able to think outside the box and customise solutions in ways we hadn’t imagined before." added Arno. "For tech lovers who want a PMS tailored to their specific needs, Apaleo is arguably the best on the market. Its adaptability and customisation options make it stand out as a superior choice."

⚖️ The selection process: During their research process, Arno Sonderfeld evaluated apaleo GmbH's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that apaleo GmbH was the best fit solution:

Company Leadership Arno Sonderfeld said, about their decision: "You need to have a passion for technology. Apaleo is truly for tech enthusiasts because that's where you unlock its full potential. The real use case is for organisations like ours that are ready to embrace and leverage innovative solutions."

📈 The results: By integrating Plainview AI with Apaleo, mk | hotels significantly reduced guest call volume and saved valuable staff time across all properties. The implementation was quick, results became measurable within weeks, and both operational efficiency and guest experience were improved noticeably.

Routine questions are now handled automatically, cutting guest call volume by 50%
Within just two months, the team saved over 70 hours that would otherwise have been spent on repetitive inquiries.
The system was up and running quickly, with a visible impact on daily operations and guest satisfaction within the very first month.