260 guidebooks. One consistent guest experience.

How Hit Booker uses Touch Stay to support guests across 300+ properties

From two apartments in Mostar to more than 300 properties and around 450 individual units, Hit Booker needed a way to keep guest information clear and accessible as the business grew.

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The challenge

A growing portfolio. More information to share.

With more than 300 properties, Hit Booker needed a consistent way to share guest information. Automated booking messages covered the basics, but guests had no single place to find instructions, house rules, and local tips.

Challenges before Touch Stay

Scattered information: No central resource for the whole stay.
Repetitive questions: Guests relied on support for everyday details.
Consistency at scale: Hundreds of properties needed clear, accessible information.

Most Valued Features

Guest timeline: The Smart Home Mostar guidebook organises information into pre-arrival, check-in, during-stay, check-out, and post-stay stages.
Guidebook analytics: Goran’s most valued feature shows what guests are viewing and what interests them, helping Hit Booker decide which content to improve, update, or expand.
Searchable information: Guests can search the guidebook and browse categories for arrival details, accommodation information, and local recommendations.
Local guide and map: The guidebook gives guests a dedicated place to explore the area and find useful local information.
Chatbot: Building on the guidebooks’ early impact on repetitive questions, Goran is interested in exploring the chatbot as another way to support guests.
Upsells: Goran is also interested in exploring upsells as Hit Booker continues to offer more to its guests.

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The Unexpected Impact

What changed early in Hit Booker’s rollout

Less pressure on support: Goran reports that guests can answer many everyday questions themselves, leaving the team less overwhelmed by repetitive enquiries.
More confidence in the information guests receive: Instead of relying only on booking messages, the team can direct guests to one organised resource.
Concerns about scale eased: Testing the platform in real situations gave Hit Booker confidence that Touch Stay could support its growing portfolio.
A foundation for a more professional stay: The guidebooks support the team’s ambition to bring a hotel-level guest experience to private accommodation while keeping its personal feel.

Easy setup. Support from the start.

Touch Stay’s Concierge Service helped Hit Booker get its guidebooks organised, giving the team confidence to roll them out across a growing portfolio.

Less setup work: Hands-on help building a solid foundation.
Support throughout: Guidance and answers whenever the team needed them.
Confidence to expand: A one-to-two-month trial before extending the rollout.

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Clear insights for better guest experiences

For Goran, Touch Stay’s statistics and analytics are among the most important features.

Understand guest interests: See which information guests engage with.
Make informed content decisions: Identify sections to improve, update, or expand.
Keep improving as the portfolio grows: Use what guests actually do to shape a clearer, more helpful guidebook experience.

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