Guest Engagement for Self-Catering Accommodation

The Problem

Silence during the stay means
reviews after it.

Self-catering guests are independent by nature—they're not going to chase down a phone number or send a WhatsApp at 10pm about a broken shower. They'll manage, they'll say nothing, and they'll write about it when they get home.

For owners with multiple properties, the problem compounds. Issues you can't see, feedback you never receive, and patterns across your portfolio that only surface when the review scores start to dip. By then the season is over and the damage is done.

Questions that become phone calls

How does the boiler work? What's the WiFi password? Where's the nearest shop? Every one of these is a call or a text to you personally. At scale across a portfolio, it never stops—and it shouldn't have to be this way.

Information received too late to act on

A guest had a problem—the hob wasn't working, the WiFi dropped, the heating was confusing. They said nothing at the time. But they said plenty on Google and Booking.com once they were home—and by then there was nothing you could do about it.

No visibility across your portfolio

Which property generates the most issues? Which one keeps coming up in reviews for the same reason? Without a single system tracking everything, patterns stay hidden and problems repeat.

The Guest Side

Guests get answers.
You get fewer calls.
Everyone wins.

A QR code in every property—on the welcome card, inside the front door, on the kitchen counter. Guests scan, ask a question, report an issue, or leave feedback. No app, no login, no friction. It works on any phone, the moment they arrive.

Every message comes straight to you or your manager. Issues become tracked tickets. Questions get answered instantly by the AI. And the guest knows their voice has been heard—before they go home and write a review about it.

Works in any language—guests interact in their own language automatically
Issue reports become tracked tickets—nothing gets lost between your properties
Guest gets an acknowledgement instantly—they know it's been seen
No app download, no account, no friction—opens in any browser
Full message trail across every stay—complete handover history for each property

AI Concierge

Every guest question.
Answered without a phone call.

From the moment a guest scans the QR code, they have access to Lilly-Anna—ILYAN's AI concierge, trained on your property. How does the heating work? What's the WiFi password? Where's the nearest shop open on a Sunday? Is there a good restaurant within walking distance?

Yes, a lot of this information is probably already in your guest directory. But guests don't read ten pages of laminated A4. They want an instant answer to the question they have right now, not a search through a folder on the kitchen counter. Lilly-Anna gives them that—instantly, in their own language, 24 hours a day. When she doesn't know something, your team can respond directly and she learns it for next time. Your number stays off WhatsApp at 10pm.

Trained on your own property information—appliances, check-in details, local area
Handles the repetitive questions that would otherwise come to your phone
Works across language barriers—international guests included
Available from pre-arrival through to post-checkout
You can see and step into any conversation from the dashboard

Learn More About the Concierge

How It Works

One QR code per property.
Everything else is automatic.

A QR code in every property

Branded to your business, placed at the front door or on the welcome card. Guests scan on their own phone—no app, no account, no friction. Each property is configured separately so feedback and issues route correctly from day one.

Guests report, ask, request

A broken appliance, a question about the local area, a request for an extra set of keys. Every interaction creates a tracked ticket routed directly to you or your property manager—with a full trail so nothing slips between stays or between properties.

You see everything, across all your properties

Live feedback, guest messages, issue status, and post-stay reviews in a single dashboard. Which property is underperforming? What are guests saying this week? What keeps coming up across your portfolio? You see it in real time, not six months later in your review scores.

Three Outcomes

Operational. Reputation. Revenue.
All from one scan.

Operational

Fix it during the stay.

Issues that used to fester in silence—and then appear in a review—get flagged, tracked, and resolved while the guest is still there. A broken hob reported on Tuesday is fixed by Wednesday. Not reviewed on Saturday.

In-stay

Issues resolved before checkout

Reputation

Better reviews. Fewer surprises.

When guests have a channel to be heard during the stay, they're less likely to go public about it afterwards. Problems get resolved. Guests feel looked after. Your review scores reflect an operation that cares—because it can actually respond.

Proactive

Issue resolution before checkout

Revenue

Upsell without the awkwardness.

Late checkout, local experience recommendations, firewood, grocery packs, bike hire—offered through the portal at the right moment, when guests are settled in and receptive. Incremental revenue from guests who are already at your property.

One tap

Guest requests and upsell conversions

Upselling

Turn a guest who's already there
into additional revenue.

The hardest part of selling to a guest is getting them to your property in the first place. Once they're there, relaxed and settled in, they're open to more. ILYAN lets you offer extras at the right moment—through the same portal they're already using to ask questions and report issues.

No awkward upsell pitch at check-in. No separate booking system. One tap from the guest, one notification to you, done.

Late checkout—offered automatically on the morning of departure
Local experiences—kayaking, horse riding, guided walks, whatever fits your area
Grocery and welcome packs—pre-ordered and ready on arrival
Firewood, bike hire, fishing gear—anything guests would otherwise have to go looking for
You control what's offered, when, and at what price

Upselling through the ILYAN guest portal

Review Management

Every review, pulled in.
Responses drafted for you.

ILYAN connects to Booking.com, Google, and TripAdvisor and pulls all your reviews into a single dashboard. No more logging into separate platforms. No more copying and pasting.

For every review that comes in, ILYAN drafts a response in your voice—ready for you to approve and post with one click. What used to take 20 minutes per review takes 20 seconds. Across a portfolio of properties, that adds up fast.

All reviews in one place—Booking.com, Google, TripAdvisor
AI-drafted responses ready for one-click approval
Response rate goes up—response time goes to near zero
Review trends feed directly into your property-level analysis

ILYAN dashboard showing OTA review management

Portfolio Insight

Finally know what's happening
across all your properties.

If you manage five properties, you have five separate streams of guest feedback, five sets of reviews, and five sets of maintenance issues—all coming through different channels with no way to see the bigger picture. ILYAN consolidates everything into one place.

Which property is generating the most issues? What are guests in the cottage consistently mentioning? Is there a pattern in the negative reviews across your portfolio this summer? The answers are in the data—ILYAN surfaces them without you having to go looking.

Weekly sentiment snapshots across your entire portfolio

Issue frequency by property—see what keeps recurring

Search any keyword across all guest feedback—find what guests actually say

In-stay feedback, post-stay surveys and OTA reviews in one consolidated view

ILYAN SWOT analysis report generated from guest feedback data

End-of-season SWOT reports—generated from the full body of guest interactions across your season, these give you a structured, plain-language breakdown of what's working, what's not, and what to fix before next year opens. Backed by real guest verbatims and prioritised so your team knows where to focus. The kind of analysis that used to require a consultant and a spreadsheet.

Proven in Irish Hospitality

Real results. Real properties.

+5pts Repscore—89 → 94

Moved to #1 in competitive set

"Potential negatives that might have ended up in a public review are turned around on the spot and become positives instead."

Kasia Gowran, Revenue Manager

+6pts Repscore—85 → 91

+80% TripAdvisor review volume

"We would recommend it to any hotel that wants to get more engagement with their guests and elevate service."

Aidan Derwin, Revenue Manager

11x

Return on investment at a 1% reputation improvement.

At 3%—which our hotel clients average—that rises to over 35x. Based on Cornell School of Hotel Administration RevPAR methodology. The mechanism is the same for self-catering: better reviews mean higher occupancy and stronger rate.

Client results from Irish hotel properties. The core mechanism—intercepting issues before they become reviews—applies equally to self-catering accommodation.

Pricing

Simple pricing.
Three ways to start.

Annual billing only — so peak season and off-season are both covered. No turning things on and off in November. Start with a website, a guest platform, or both.

Live in 48 hours.
We handle everything.

No technical setup on your side. We configure the portal, prepare the QR codes branded to your property, and walk you through the dashboard. From first conversation to guests scanning—48 hours, smooth and painless.

We configure your portal

Trained on your property—appliances, check-in details, local area, FAQs. Nothing generic.

QR codes, ready to place

Branded to your business. Stick them on the welcome card, the front door, the kitchen counter—wherever guests will see them first.

You're live in 48 hours

The next guests to arrive have a direct line. You get an alert on every interaction. Nothing falls through the cracks.

Book a Demo

30 minutes to see what
ILYAN can do for your properties.

A live one-to-one session tailored to your portfolio. We'll show you exactly how ILYAN handles guest questions, tracks issues in-stay, and generates additional revenue across your properties.

Live demo of the platform, set up for a self-catering portfolio like yours

What upselling looks like for late checkout, local experiences and extras—and what it typically adds per stay

No pressure. A straight conversation about your properties and whether this is a good fit.

"Potential negatives that might have ended up in a public review are turned around on the spot and become positives instead."

Kasia Gowran — The Lakeside Hotel

stephen@ileftyouanote.com

Phone

087 222 5412

Book Your Demo

We'll be in touch within one business day to confirm your time.

Your details are used only to arrange your demo.

Your guests have a question
at 9pm on a Saturday.
Who do they ask?

Silence during the stay means
reviews after it.

Questions that become phone calls

Information received too late to act on

No visibility across your portfolio

Guests get answers.
You get fewer calls.
Everyone wins.

Every guest question.
Answered without a phone call.

One QR code per property.
Everything else is automatic.

A QR code in every property

Guests report, ask, request

You see everything, across all your properties

Operational. Reputation. Revenue.
All from one scan.

Fix it during the stay.

Better reviews. Fewer surprises.

Upsell without the awkwardness.

Turn a guest who's already there
into additional revenue.

Every review, pulled in.
Responses drafted for you.

Finally know what's happening
across all your properties.

Live feedback, OTA reviews, issue tracking and guest messages—all your properties, one place.

Answer the question
before they book elsewhere.

Real results. Real properties.

Turn on what you need.
Only pay for what you use.

Your own website.
Your guests. Your income.

Simple pricing.
Three ways to start.

Live in 48 hours.
We handle everything.

We configure your portal

QR codes, ready to place

You're live in 48 hours

30 minutes to see what
ILYAN can do for your properties.

Book Your Demo

Your guests have a questionat 9pm on a Saturday.Who do they ask?

Silence during the stay meansreviews after it.

Questions that become phone calls

Information received too late to act on

No visibility across your portfolio

Guests get answers.You get fewer calls.Everyone wins.

Every guest question.Answered without a phone call.

One QR code per property.Everything else is automatic.

A QR code in every property

Guests report, ask, request

You see everything, across all your properties

Operational. Reputation. Revenue.All from one scan.

Fix it during the stay.

Better reviews. Fewer surprises.

Upsell without the awkwardness.

Turn a guest who's already thereinto additional revenue.

Every review, pulled in.Responses drafted for you.

Finally know what's happeningacross all your properties.

Live feedback, OTA reviews, issue tracking and guest messages—all your properties, one place.

Answer the questionbefore they book elsewhere.

Real results. Real properties.

Turn on what you need.Only pay for what you use.

Your own website.Your guests. Your income.

Simple pricing.Three ways to start.

Live in 48 hours.We handle everything.

We configure your portal

QR codes, ready to place

You're live in 48 hours

30 minutes to see whatILYAN can do for your properties.

Book Your Demo

Your guests have a question
at 9pm on a Saturday.
Who do they ask?

Silence during the stay means
reviews after it.

Guests get answers.
You get fewer calls.
Everyone wins.

Every guest question.
Answered without a phone call.

One QR code per property.
Everything else is automatic.

Operational. Reputation. Revenue.
All from one scan.

Turn a guest who's already there
into additional revenue.

Every review, pulled in.
Responses drafted for you.

Finally know what's happening
across all your properties.

Answer the question
before they book elsewhere.

Turn on what you need.
Only pay for what you use.

Your own website.
Your guests. Your income.

Simple pricing.
Three ways to start.

Live in 48 hours.
We handle everything.

30 minutes to see what
ILYAN can do for your properties.