customer story
How Ostelzzz Turns After-Hours Calls Into Direct Bookings
€1,706
in direct phone bookings in 30 days
What changed
Before Ecco
With Ecco
Booking calls
Availability questions did not always become bookings
20 phone bookings confirmed in 30 days
After-hours demand
Calls continue after reception closes
219 calls handled from 22:00 to 07:00
Direct revenue
No direct booking path on the call
€1,706 in phone bookings in 30 days
Ostelzzz uses Ecco to turn inbound calls into a reliable booking path, including after reception closes. In 30 days, Ecco confirmed 20 direct phone bookings worth €1,706 and handled 219 overnight calls.
When an inbound call is a booking opportunity
Ostelzzz is a pod-style hostel in Milan. Its guests call for availability, directions, booking support and practical questions about the pod format. As call volume rose from 307 to 1,139 in the period, every missed or delayed conversation risked becoming a lost stay.
Demand does not stop when reception closes
Calls continued after reception hours, including guests looking for a room that same night and people unable to complete a booking online. The opportunity was not simply to answer more calls, but to help a guest complete their journey while their intent was still high.
From availability to a confirmed booking
Ostelzzz deployed Ecco in March 2026. Ecco answers inbound calls, handles questions about availability, pricing, bookings, check-in times, the address and date changes, and transfers only the cases that require human judgement.
A direct booking route on the phone
Over the first 30 days, Ecco confirmed 20 bookings directly over the phone, worth €1,706. One guest needed a bed for the same night: Ecco confirmed availability, booked a Deluxe Cabin at €78.78 and provided the address in under five minutes while reception was closed.
In another case, a guest could not complete a booking online because of a site error. Ecco checked availability on the call and confirmed an Economy Cabin for three nights at €125.97.
Revenue and coverage after hours
Ecco handled 219 calls between 22:00 and 07:00 during the period. It also resolved 70% of all calls without reaching reception, giving guests an immediate answer while reserving the team for exceptions and on-site service.
What the numbers show
€1,706 in direct phone bookings across 20 confirmed stays in 30 days
219 calls handled overnight between 22:00 and 07:00
4.3x return in the first 30 days
A more reliable path to stay
For Ostelzzz, the outcome is a guest journey that continues beyond the front desk schedule: calls can become answers, availability checks and confirmed bookings, including when the property would otherwise be closed.
