How Harbour Holidays Manages 139 Padstow Cottages

With Touch Stay + Anytime

Touch Stay has helped us minimise emails and phone calls, giving us more time for the work that matters. The increased reviews have helped to drive bookings too.

— Aimee Preston, Owner Liaison Manager, Harbour Holidays

139 properties. 200 guests a month. Discover how Touch Stay and Anytime help the Harbour Holidays team deliver detailed guest communication at scale, while freeing up time for the work that matters most.

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30 years of personal service, but the phone kept ringing

Founded three decades ago by Nicky, Harbour Holidays is a holiday letting agency based in Padstow, North Cornwall, managing 139 whole-home properties across the area's most sought-after coastal locations. The business was built on personal touches, great locations, and variety. But as the portfolio grew, so did the volume of guest calls and emails.

Every booking generated the same questions: arrival details, directions, property access, local tips. The team was spending hours repeating the same information, leaving less time for the high-value work that kept guests coming back.

Challenges before Touch stay included:

Constant calls and emails: Guests contacted the team repeatedly for arrival information, property details, and local recommendations.
Manual communication: Every guest interaction was handled via phone, email, or in person, consuming significant staff time.
Scaling personal service: With 139 properties and around 200 guests per month, maintaining the personal touch while handling volume was increasingly difficult.
Time drain on the team: Hours spent on repetitive inquiries meant less time for owner liaison, property management, and the personal touches that define the brand. information to slip through the cracks.

Key features that make the difference

Digital guidebooks at scale: 139 guidebooks live, one for every property, with over 66,000 total views. Guests get everything they need before they arrive.
Arrival information front and centre: The most-viewed section across all guidebooks is arrival information, confirming guests engage with the content that matters most.
5-Star Review Popup: Enabled and driving results. The team has seen more positive reviews since activating the feature, which has helped drive bookings.
Message Hub: Centralised guest communication keeps everything organised and reduces the back-and-forth of email and phone.

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Seamless Integration: Touch Stay + Anytime

The company was already using Anytime long before Touch Stay came along. Adding Touch Stay to the stack was about one thing: reducing the volume of repetitive guest communication without losing the personal service the brand is known for.

Simple setup: The integration was straightforward. The team chose Touch Stay + Anytime specifically because it was the simplest option to get running.
Arrival data flows automatically: The most critical reservation data — guest arrival dates — syncs from Anytime to Touch Stay, ensuring every guest receives timely, accurate information before they arrive.
Minimal disruption: The integration slotted into existing workflows without requiring the team to change how they operate.
Opayo payment processing: The company also uses Opayo alongside Anytime and Touch Stay, keeping the full booking and payment stack connected.

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Why Harbour Holidays recommends Touch Stay

More positive reviews, more bookings: The 5-Star Review Popup has driven an increase in positive reviews, which in turn has helped drive more bookings.
66,000 guidebook views: Across 139 properties, guests are actively engaging with the content. Arrival info is the most-viewed section by a wide margin.
Less repetition, more time: The team spends less time answering the same questions, freeing up capacity for owner liaison, property management, and the personal touches guests love.
Guests notice the difference: Reviews specifically mention the detailed follow-up information provided before arrival.
Scaled without adding headcount: The efficiency gains have helped the team manage the portfolio without needing to grow the team.

Clear insights for better guest experiences

With Touch Stay's built-in data dashboard, the team can see exactly how guests interact with each guidebook across the 139-property portfolio.

66,000 total guidebook views across 139 live guidebooks.
Most-viewed section: Arrival information, confirming guests engage most with the content they need before they arrive.
Review impact: More positive reviews since enabling the 5-Star Review Popup, directly contributing to increased bookings.
Message Hub: Centralised communication reduces scattered email threads and missed messages.

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