From first test to full adoption
Stammershalle Badehotel implemented Penpally to streamline guest communication and reduce time spent on email and website inquiries. They started with the Email Assistant to validate performance, and after seeing strong results, they are now adopting the website chatbot as well.
The team uploaded their documents, website content, internal knowledge bases and policies to ensure the AI responds accurately and on-brand. This foundation enables Penpally to deliver high-quality answers while respecting house rules and tone-of-voice.
Seamless, frictionless integration
A key reason the rollout felt effortless for the hotel team was Penpally’s ability to slot into existing tools and routines. The Email Assistant works directly with the team’s normal inbox workflows and website inquiry channels, so staff don’t have to learn a new ticketing tool or switch windows to get value. When a guest email or form submission arrives, Penpally drafts a high-quality response that reflects the hotel’s voice and policies, and the team can approve or edit in seconds. All activity remains visible in the same places they already use every day.
This approach minimizes change management. Front-desk and reservations staff keep working the way they’re used to—only faster. Approvals, handoffs and final sends stay inside the hotel’s existing processes, while Penpally does the heavy lifting of reading, understanding and composing accurate replies. The result is a measurable decrease in manual effort without adding operational overhead.
“With Penpally, we save several hours each month on emails. I'm so happy that every hour my receptionists save on writing emails - they can instead spend talking to, having fun with and providing presence to the guests.”
One-day onboarding
Getting started took just a single day. Penpally connected to the hotel’s email workflows, ingested their content, and provided suggested replies that staff could approve with a click. Within hours, the team saw how much repetitive work could be automated without sacrificing quality.
Learning that compounds over time
The hotel particularly values Penpally’s Learning capabilities. As staff approve or lightly edit suggested replies, Penpally absorbs these signals to improve future responses—capturing nuance such as preferred phrasing, seasonal policies, room-specific details, and upsell guidance. When the hotel updates menus, packages or policies, they simply add the new material to their knowledge sources, and Penpally adapts. No complex reconfiguration is required; quality naturally improves with everyday use.
These improvements happen with strong guardrails. The system respects the sources and boundaries provided by the hotel and surfaces confident, grounded responses—keeping the team in control while reducing the need for repetitive typing. Over time, response consistency improves, new staff onboard faster, and guests receive clear, thorough answers on the first message more often.
Results
- Dozens of hours saved every month on email and website inquiries
- Frictionless adoption—teams stay in their existing tools and processes
- Responses that reflect hotel policies, tone and brand guidelines
- Learning-driven quality that improves with everyday approvals and edits
- Clear path from Email Assistant to website chatbot with shared knowledge
