03 — Brand · Website · Front desk · Integrations

Kite & Co

Four ways to book, one desk to answer.

Open the working demo

A 74-room business hotel in Tashkent came to us for a new website. The real problem sat behind the booking button, so we built the whole chain — brand, photography, site, bots, one request queue, a front-desk board and the hosting under it.

Kite & Co — Four ways to book, one desk to answer.
Client
Kite & Co
Sector
Business hotel, 74 rooms
Scope
Brand, site, request queue, desk board
Delivered
11 weeks · 14 months of support
What the hotel sells
74
Rooms
6
Room categories, 20 to 80+ m²
40
Seats in the conference hall
109
Dishes on the gastrobar menu, in 13 categories

The hotel's own published figures.

  1. The problem

    One suite, promised twice in 18 minutes.

    Bookings came through the site, Telegram, Instagram and the phone, and what was actually free lived in a paper log. One Friday the last Kite Suite was confirmed by phone, then again over Instagram. Nobody noticed until both families sent their arrival times.

  2. What we did

    Every request became the same card.

    We spent two shifts beside the front desk, then built one chain: brand, a three-day photoshoot, the site, a Telegram bot, Instagram and phone intake, and one queue with live availability beside every request. Rates, rooms and the menu are edited once and shown everywhere.

  3. The outcome

    The desk stopped searching and started answering.

    First replies went from over four hours to six minutes. Direct bookings more than doubled, and in nine months no room was confirmed twice.

The film
The five-second ad: four requests arrive from four sides and settle into one queue.
How it ran

Six workstreams, one launch.

  1. Desk research
  2. Brand & photography
  3. Website
  4. Request queue & bots
  5. Front-desk board
  6. Launch & hosting

A diagram of how the work was arranged, not a timed schedule. Staff tested a closed site in week five, the queue went live in week seven and the full site in week eleven.

What we were given
  • An outdated website
  • Rooms, rates and services
  • Two shifts beside the front desk
What we delivered

Brand & content

  • Identity for 17 touchpoints
  • Three-day photoshoot, 184 photos
  • Print and 36 ad formats

Website

  • Multi-page hotel site
  • Rooms, rates and offers
  • Five-field booking form
  • Digital menu, 109 dishes

Systems

  • One request queue
  • Telegram bot
  • Instagram and phone intake
  • Front-desk board

Launch & care

  • Domain, hosting and mail
  • Analytics
  • 14 months of support
One queue for every channel

Four ways in, one desk.

Guests write wherever suits them. Every request becomes the same card, next to what is actually free that night, so the next shift sees it too.

  1. Where guests write
    • Website booking form
    • Telegram bot
    • Instagram Direct
    • Phone
  2. The request card
    • Dates, nights and guests
    • Room category
    • Live availability
    • Who owns it, and its status
    A field on every card
  3. Where it ends
    • Confirmed booking
    • Held alternative
    • Event proposal
    • Shift hand-over
Selected screens
The request queue: four channels, availability beside every request — reconstructed here, with invented guests
The first screen on a phone, with Book always in reach
The gastrobar menu, edited once for the site and the QR menu
Room cards compared by space, amenities and both rates
Today's board: arrivals, departures and new requests
The Telegram bot and the desk's own thread — reconstructed
The conference hall, sold as a product of its own
The identity

Mark, wordmark, palette and face are the hotel's own, set here in code. The system ran across 17 touchpoints, from key cards to embroidered linen.

Kite & Co
Kite & Co
  • Ink#1C1C1C
  • Gold#BA9E60
  • Gold, pressed#A4884B
  • Gold, soft#D9C9A7
  • Cream#FBF9F5
Theano Didot · with Roboto for text

Great terms for your business.

Kite Suite · from 80 m² · 8 000 000 sum a night

  • Kite & CoPlease do not disturb.Door hanger
  • Kite & CoRoom 512Key card sleeve
  • Kite & CoBreakfast 08:00–10:00In-room card
The brand outside the screen

Proposed applications, made for this case — not photographs of the hotel.

  • The request queue at reception
  • The shift board, after midnight
  • The conference hall, mid-reset
  • The spa page beside the hammam
  • A room card, on a guest's desk
  • The mark, embroidered into the linen
In their words
Wecameforanewwebsite.AtthefirstmeetingtheteamaskednotaboutbuttoncoloursbutwhathappensafteraguestpressesBook.Nowaguestwriteswherevertheylike,andforusitisonequeue—weseethefreeroombeforeweanswer,andweneverpromiseonesuitetotwopeople.
Dilnoza AbdullayevaGeneral manager, Kite & Co
  • A new shift used to piece the picture together from the log, a spreadsheet, Telegram, Instagram and notes on a phone. Now arrivals, departures and new requests are on one screen.
    Rustam YakubovFront office manager, Kite & Co
  • We sent one request with the hall, catering, transfer and rooms, and had a clear proposal back in 18 minutes instead of a round of calls.
    John PeterovichOperations director, Vector Logistics
What it brought
  1. 6 minMedian first reply, down from 4 h 20 min
  2. 42%Of bookings made direct, up from 18%
  3. 0Double bookings in nine months, down from two a month
  • ×2.3Direct bookings a month
  • ≈126M sumSaved on aggregator commission in a year
  • 41%Of first questions answered by the bot

Next case

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