How Java Paragon Doubled Its Monthly New Guests and Keeps Them Coming Back

Goals

• Gain insights into team performance across departments

• Handle reservations, leasing, events and support enquiries over multiple channels

• Improve guest experience from first enquiry to post-stay

Solutions

• Tracked team performance with Aelyst's reports and analytics

• Enabled omnichannel communication from one platform

• Routed enquiries automatically to the right department with AI

• Upsold rooms, dining and events through broadcast campaigns

• Assessed guest satisfaction with automated CSAT surveys

Java Paragon Hotel & Residences is Surabaya's premier modern luxury business-class hotel, located on Mayjend Sungkono in the heart of the city. Alongside 218 guest rooms and 21 suites, it offers 2- and 3-bedroom premier apartment suites for long-stay residents, five dining destinations — from The Cafe and Citilites Sky Club & Bistro to Ah Yat Abalone — plus meeting facilities, weddings and banquet events, a spa and a family club.

That breadth means enquiries of every kind arrive through the same channels daily: room bookings, long-stay residence leasing, wedding venue viewings, corporate meeting requests, restaurant reservations and in-stay guest support.

The Problem

Java Paragon needed to measure how efficiently its teams — reservations, residences leasing, banquet sales, F&B and guest services — responded to enquiries and resolved conversations. However, with chats spread across Instagram DMs, WhatsApp and Facebook Messenger on different devices, the hotel lacked any reliable way to track this.

Routing was equally manual: a wedding enquiry, a corporate RFP and a simple room booking all landed in the same place and had to be forwarded by hand to the right department, adding delay to exactly the conversations — weddings, events, long-stay leases — where slow responses cost the most revenue. And with no structured feedback loop, management couldn't systematically measure how guests felt about their communication experience.

The Aelyst Solution

Java Paragon adopted Aelyst, an AI-powered omnichannel CRM built for Southeast Asian businesses, and connected its channels onto one platform during a smooth setup.

Consolidated guest communication on a single platform

With Aelyst's omnichannel capabilities, Java Paragon consolidated WhatsApp, Instagram and Facebook Messenger into a single team inbox. Every department now replies from one platform, every conversation is recorded against the guest's contact profile, and a returning guest is recognized instantly — whether they last messaged about a room, a wedding viewing or a long-stay lease.

Enquiry routing was automated

To replace manual forwarding, Java Paragon uses Aelyst's AI Agent and workflow automation to route guests by the nature of their enquiry. The AI identifies intent from the first messages — room reservation, residence leasing, weddings and banquets, meetings, dining or guest support — answers routine questions instantly in Bahasa Indonesia or English, and assigns the conversation to an available agent on the right team.

Guests reach the right department in seconds instead of being bounced between staff, and high-value enquiries like wedding venues and corporate events land with the sales team immediately, with key details already collected.

Team performance could be tracked and analyzed

Monitoring response quality across multiple departments was impossible with chats on scattered devices. With every team working on Aelyst, department heads now access metrics like first response time and resolution time per team and per agent through the reports module — turning guest communication into something management can supervise, benchmark and improve.

Upsold rooms, dining and events through promotional broadcasts

Java Paragon leverages its guest database with Aelyst's broadcast campaigns to drive repeat business: exclusive room offers like its Sparkling Deal packages, seasonal dining promotions across its five outlets, spa packages, and wedding showcase invitations — each targeted by segment, so corporate bookers, past wedding couples and leisure guests receive offers relevant to them.

This strategic use of messaging has produced a noticeable increase in engagement and uptake of the hotel's supplementary services — filling rooms, restaurant seats and event dates from an audience it already owns.

Assessed guest feedback with CSAT surveys

To measure the impact on guest experience, Java Paragon runs automated CSAT surveys through Aelyst's workflows after conversations are resolved and stays are completed. The feedback loop gives management a continuous, quantified read on satisfaction — validating what's working and flagging friction early.

"Aelyst's flexible workflows let us adapt quickly — when we change how a department handles enquiries, the routing changes with it the same day. Response times have dropped significantly across reservations, events and residences, and we now serve more guests in the same amount of time. That reliability directly translates into better guest experiences."

— Tom, Java Paragon Hotel & Residences

The Results

Since adopting Aelyst, Java Paragon has seen a remarkable increase in guest engagement and loyalty. Monthly returning guests have surged to [56%], while new monthly guests jumped [122%] over previous levels — driven by faster responses on the channels where Surabaya guests actually enquire.

Additionally, the hotel's CSAT surveys yield a [71%] score, quantifying the satisfaction its teams now deliver from first enquiry to post-stay follow-up.

With every department working from one platform — measurable, routable and connected to a guest database it can re-engage anytime — Java Paragon has built the communication foundation to keep its rooms, residences, restaurants and event spaces full.

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