Small Danish Hotels

A great guest experience starts online

Small Danish Hotels is Denmark's largest collection of privately owned accommodations, featuring over 80 inns, boutique hotels, seaside hotels, and wellness resorts. With a strong focus on presence, quality, and authentic experiences, the chain offers everything from romantic weekend getaways and gourmet trips to relaxing spa stays.

But a great guest experience starts long before arriving at the hotel. It starts the moment a guest visits the website to find inspiration or book a well deserved break from everyday life. To make this digital guest journey even smoother and more inspiring, Small Danish Hotels chose to strengthen their digital front line with Karla. The goal was to ensure that guests can always get fast and qualified help finding the exact stay that matches their needs.

A digital concierge for the perfect stay

With more than 80 very different destinations, finding the absolute right match can be a daunting process for guests. Here, Karla acts as a personal digital concierge who quickly navigates the large selection of stays and campaigns.

For example, a guest might ask: "Which hotels on Funen offer spa stays where we can bring our dog?" Karla immediately searches the options and presents the best suggestions. She also helps with practical questions like finding the right gift card, after which she guides the guest directly to the purchase page. This creates a frictionless flow from initial interest to final booking.

"We have worked with Karla since October 2024 and are incredibly happy with the collaboration. The team behind Karla is professional and very agile. Karla certainly contributes to a better customer journey for our guests."

^{Signe, Marketing Manager}

From dream to booking and freed up resources

The implementation of Karla has not only elevated the service experience and made it easier for guests to book their dream stays. It has also had a noticeable positive impact internally. Because Karla effectively handles a large portion of routine questions, valuable resources have been freed up for employees, allowing them to focus even more on the attentive and personal service at the hotels themselves.

The solution is built on three key pillars:

• Chat function: Lightning fast matchmaking and information about rooms, specific stays, and current campaigns.
• Karla Actions: Makes it easy for guests to send complex inquiries directly to the right booking team.
• Karla Insights: Collects valuable real time data on guest behavior and dream stays, providing a solid foundation for continuously optimizing website content.