About Homiday

Homiday is an Italian property-management company with twenty years of experience in seaside tourism. From its base in Pineto, on the Abruzzo coast, the team manages more than 350 apartments across Abruzzo, Tuscany, Puglia and Sardinia for owners who want to earn from a second home without managing it themselves.

That footprint brings seasonal volume: every new property adds arrivals, calls, messages and operational questions. The challenge was to protect the quality of the guest experience while the portfolio kept growing.

The operational challenge

On peak days, Homiday handles around 40 arrivals. Before Ecco, calls could only be answered during office hours, while guest messages were managed through the PMS. Keeping every guest informed across a large, seasonal portfolio required extensive coordination.

Routine questions were consuming the day

Most of the incoming work did not require specialist judgement: Wi-Fi passwords, check-in times, house instructions, directions and practical questions such as how to use appliances or handle the bins. These requests had to be answered repeatedly, often while the team was supporting guests already on site or speaking with people considering a booking.

A service layer across the portfolio

Homiday introduced Ecco across Voice, WhatsApp and OTA channels. Ecco responds to guests day and night, in Italian, English and other languages, using property-specific information to handle recurring questions consistently.

Consistent service across every guest channel

Ecco resolves the routine part of the conversation and brings in the Homiday team only when human judgement is needed. When a handover is required, the team receives the context already gathered instead of starting from zero.

One example came from a guest who needed a detailed explanation of how an induction hob worked. Ecco walked the guest through the answer step by step, allowing the team to focus on another guest who was still deciding whether to book.

Results: 40% portfolio growth with consistent guest coverage

According to Homiday, Ecco now handles 70% of calls and messages autonomously. The portfolio has grown by 40%, while guest coverage remains available 24/7.

What changed during peak season

During the busiest periods, the operating model shifted from manual responses to an automated first response. The result is less time spent on repetitive operational work and more attention for guests and the business.

Support beyond the agent

Homiday also points to Ecco’s hands-on support for training the agent and handling day-to-day needs. The team describes the value as both a capable digital agent and responsive help when the operation needs it.

“Less repetitive work, more attention to the guest.”