How Livestay made busy urban operations work smarter with Boom automation

Renata - wehome.es | Boom
Company
Livestay
Location
London, UK
Portfolio
250 properties in London and other parts of the UK
Founded
2019
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“Switching PMS for 250 properties is not easy, but Boom’s support team were there 24/7, even during the weekend, making sure that no opportunities were missed in the switch. In the end, it only took one week! That was really impressive.”

Maria
Operations Manager, Livestay

The Problem

Between unexpected maintenance issues, tight cleaning schedules, and guests with sky-high expectations, the Livestay team was constantly fighting fires somewhere across their 250-property portfolio. Manual processes stretched the team to its limits, and communication with both guests and landlords felt like an endless game of catch-up. Livestay needed a smarter way to manage their growing portfolio, including the ability to automate routine tasks and communication.  This would enable Maria’s team to gain back valuable hours to focus on what really mattered — delivering excellent service.

1. Property maintenance chaos: With over 250 properties to manage, maintenance requests were a nightmare. From broken appliances to emergency plumbing fixes, there was always an unexpected issue somewhere, and usually never near where the maintenance team were working. These needed immediate attention to prevent negative guest reviews, but balancing urgent action with owners’ revenues was often complicated. Organizing cleaning schedules around bookings, staff hours and scheduled maintenance had also become a headache, especially during high season, leaving the team open to the risk of dissatisfied guests.

2. Taking the plunge: Switching systems for a portfolio of 250+ properties is a big job, and property managers often wonder if the grass is really greener with another PMS. Maria was concerned that the transition would cause downtime, disrupt their OTA connections, and lead to missed bookings, ultimately costing the business revenue.

3. High guest expectations: Guests paying London prices have high standards. While Livestay has some high-end properties on its books, some of the properties are older, though the service remains very high-end. This meant that managing expectations was crucial. On top of that, Maria’s team was constantly bombarded with guest inquiries, often repeating the same questions around check-in times and Wi-Fi details.

“In this job, every day is different, with different challenges, different problems. With over 250 properties to manage, it’s difficult to balance guest expectations and satisfaction and the landlord’s expectations and satisfaction with their revenue.” — Maria, Operations Manager, Livestay

The Solution

1. Automated task management

Boom’s AI system stepped in to take over the maintenance chaos. The platform automatically generates tasks based on guest feedback and even preemptively schedules fixes before problems escalate. This predictive maintenance approach means fewer surprise issues, resulting in happier guests. For landlords, the system also tracks costs, helping them balance their budgets while maintaining property quality.

Managing regular cleaning schedules also became a breeze with Boom’s task management system. The AI dynamically adjusts cleaning schedules, ensuring that no property is left behind, even when bookings change last minute. Cleaners are always on the same page, and guests are taken care of if there’s any delay. With everything integrated into the AiPMS, the AI has all the information it needs to autonomously run cleaning operations depending on bookings, allowing Livestay to take more bookings, run more efficiently, and get great reviews.

"The automation of maintenance tasks using AI saves a lot of time that we would have spent reviewing all those problems, creating tasks, and assigning them to the right person." — Maria
Since implementing Boom, Livestay’s check-in rating on Airbnb has increased by 6%.

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2. Smooth connections — fast

Unlike legacy PMSs, where onboarding is complicated, slow, and full of errors, Livestay went live with Boom is just one week. Boom ensured all OTA connections were strong, switching platform by platform to avoid downtime. Boom’s team’s attention to detail and effective onboarding process means no listings were missed or misconnected on platforms like Airbnb or Vrbo. With dedicated attention day and night for any problems, Livestay didn’t lose a single booking during the transition.

“The onboarding process for all of our 250 properties took just one week, which was really impressive as usually it takes a lot longer. That’s totally thanks to the constant help from the Boom team. It felt like they were always available, checking that every step was correct, making sure that everything was connected properly.” — Maria

3. AI guest communication

Boom’s AI also stepped in to handle the deluge of guest inquiries, so that the Livestay team could focus on higher-value work. From answering basic questions about the Wi-Fi to booking new guests, the AI provides instant, personalized responses, freeing up Maria’s team to focus on the more complex, personal touchpoints. The Livestay team were also very excited not just by the prospect of having an AI sales agent on call 24/7 to negotiate new bookings, but also the ability to reach out to past guests and encourage direct bookings. The AI could pay closer attention than any human could to recurring events and appeal specifically to what returning guests loved about their first stay.

“We not only advertise our properties on the short-term rental sites like Airbnb and Booking.com, but also on long-term rental websites which are really important for direct booking leads. Our previous software didn’t allow us to integrate this aspect, but with the Boom AI, leads can be contacted immediately, boosting direct bookings which are really important for our margins.” — Maria
Since bringing Boom on board, Livestay’s communication rating on Airbnb has been boosted by 11%.

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Why Livestay recommends Boom

“I would definitely recommend Boom to everyone. For anyone working in property management, the software will help you prove your services so quickly. Especially if your portfolio is still small, start now. Once you have all those procedures in place, it will be even easier to start growing with Boom alongside you.” — Maria

Far from the tech headache of other softwares, Boom’s speedy onboarding process and the ease of handing over tasks to the AI has been a game-changer for Livestay. What once felt like a constant scramble has turned into a well-oiled machine, allowing Maria and her team to focus on delivering the kind of guest experience that keeps clients coming back. With Boom, Livestay isn’t just keeping up — they’re ready to grow even more.

“I would definitely recommend Boom to everyone. For anyone working in property management, the software will help you prove your services so quickly. Especially if your portfolio is still small, start now. Once you have all those procedures in place, it will be even easier to start growing with Boom alongside you.”

Maria
Operations Manager, Livestay

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