The decision to adopt DialogShift was a strategic one. The AI platform is now used comprehensively across all guest communication. At the heart of this is AI-driven automation, and in particular Journey Messaging, which Björn Twardy, Head of IT at Brera, clearly describes as a turning point: "The Journey Messaging with a focus on WhatsApp and the Make.com integration is a real game changer for Brera."
Brera uses Journey Messaging at every key touchpoint along the guest journey. As Hannah Houck from the Brera team explains: "We use DialogShift across the entire guest journey — starting with the booking confirmation, through pre-arrival information, all the way to check-out and post-stay messaging asking guests for reviews on various online platforms."
The focus is firmly on WhatsApp, and for good reason: "We've found that messages get through much more reliably there, and for most guests the communication is faster and more straightforward." There's also a practical advantage that's often underestimated in the OTA business: "On top of that, some OTAs only provide us with guests' phone numbers and no email address. With the WhatsApp integration, we can now reach these guests before arrival too — which is a huge plus."
Every Brera property sends several thousand Journey messages per month. The majority of guest enquiries are handled by the Chatbot AI, part of the DialogShift 360-degree AI. Across all Brera properties, the Chatbot AI answers 10,000 guest requests per month. Brera communicates more with guests through its hotel AI — without any additional workload for the team. Eleven properties, 800 apartments, and just 48 employees. Without smart automation, that would hardly be possible.
Real Relief, Trackable Results
"Thanks to the PMS integration and Make.com, we have the flexibility to cover every single one of our use cases. That's real power we simply didn't have before," says Björn Twardy. The impact is felt on both sides — within the team and among guests: "DialogShift consolidates all of Brera's communication in one tool and, thanks to AI and the right integrations, significantly reduces the workload for the team. Our guests notice it too — our communication has become faster and more precise, while still feeling personal." The results speak for themselves: Brera sends over 26,000 messages fully automatically every month.
Fast Start, Continuous Improvement
For many hotels, the fear of a complex onboarding process is a real obstacle. Brera didn't have that experience. Twardy describes the start of their partnership: "Surprisingly straightforward. The onboarding is structured and focused on what matters. Getting started is easy and results come quickly." After that, the system helps continuously develop content through suggestions: "Communication doesn't have to be complicated."
The collaboration continues to impress even after go-live: "Development and support: promised improvements were delivered. Changes were implemented quickly, with a very focused approach to addressing customer needs."
Proactive, Not Reactive
Brera Serviced Apartments demonstrates what's possible when Journey Messaging is applied consistently across the entire guest journey. No missed touchpoints, no manual processes, no unnecessary effort — just a guest experience that feels personal, even when it's fully automated.
DialogShift's Journey Messaging AI is not a standalone product, but part of a broader vision: the DialogShift 360-degree AI, which empowers hotels to automate their entire guest communication — from the first enquiry to the final review. With its Chatbot AI, Email AI, Phone AI, and Journey Messaging AI, Brera is already living this all-in-one approach. Every month, several thousand times over.
