Running a growing holiday-let business means juggling countless calls — bookings, hot-tub queries, maintenance updates, activity information, and much more. Until now, our reception team were fielding all of these, often redirecting calls manually, taking messages, and passing information back and forth. It was costing us nearly £500 a month in (virtual) staffing alone — and that just isn’t sustainable for a business that values efficiency and clarity.
Partnering with XINIX for a Smarter System
Working closely with our SIP telephone provider XINIX, we’ve rolled out a brand-new IVR (Interactive Voice Response) phone system designed to get guests where they need to be — first time, every time.
No more endless message-taking or call-backs. Guests can now simply call, choose from a clear menu, and get straight through to the right department.
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Press 1 for swimming and activities? You’ll go directly to the Finlake team.
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Need help with your hot tub, housekeeping or maintenance? You’ll reach the right on-site team straight away.
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Out of hours? Between 10:30 pm and 8 am, guests are offered clear options for urgent park security, emergency maintenance, or to leave a message for follow-up.
Better for Guests. Better for Everyone.
This change isn’t just about saving money — it’s about improving the guest journey and boosting accountability.
Guests will now speak directly with the people who can actually help, meaning faster resolutions, less frustration, and a far smoother stay. Meanwhile, our central team gains visibility: we can now track all inbound calls, analyse response times, and even listen back to recordings if any feedback or issues arise. It’s an invaluable tool for training and quality assurance.
More Visibility, More Accountability
Every call now tells a story — who called, why, when, and how it was handled. This allows us to continuously refine our service, identify trends, and ensure every guest gets the best possible experience from the moment they pick up the phone.
The Bottom Line
This upgrade reduces unnecessary staffing costs, streamlines communication, and ensures guests are connected to the right person — not a voicemail or middle-man. It’s faster, smarter, and more transparent.
The line is open 8 am to 10:30 pm, and the system works tirelessly around the clock — so even when our team rests, our service doesn’t.
In short:
A system that saves time, cuts cost, and makes our guests’ experience simpler and more satisfying. The future of Devon Holidays communication has arrived — and it’s answering your call.