Automating Hotel Logistics
Flora | EMAIL & AI
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Automating Hotel Logistics: 100% Payment Compliance & Driver Dispatch System
The Challenge
A boutique hotel (Grand Coastal) was facing a critical revenue leak and operational bottleneck with their airport transfer service.
The Leak: International guests were bypassing payment screens, requesting "Cash on Arrival," and then failing to pay.
The Chaos: Managers (Ashley) were manually emailing guests, coordinating drivers via WhatsApp, and tracking rides on paper/spreadsheets.
The Goal: Build a system that enforces up-front payment for international travelers and automates the dispatch loop without removing the manager's final approval.
The Solution
I engineered a "Human-in-the-Loop" Automation Ecosystem using Fillout, Google Sheets, and Make.com.
1. Smart Payment Logic (Fillout)
I designed a conditional form that detects the guest's origin.
Locals: Can see the "Pay Cash" option.
International Guests: The "Cash" option is strictly hidden, forcing Stripe payment before submission. This instantly plugged the revenue leak.
2. The "Dispatch Dashboard" (Google Sheets)
The client requested a migration from Airtable to Google Sheets mid-project. I built a custom dispatch DB where managers simply:
Review the booking (already paid).
Type a Driver’s Name (e.g., "Ben").
Change Status to "Confirmed."
3. The Traffic Controller (Make.com)
I built a complex automation scenario that acts as the "Traffic Controller."
It watches the Sheet for the specific trigger combination: Status = Confirmed + Driver = Assigned.
It automatically pulls the specific driver's phone number and details.
It sends a branded confirmation email to the guest.
Safety Lock: It writes back to the database to ensure guests never receive duplicate emails.
The Results
100% Payment Compliance: Zero "free rides" for international bookings since launch.
Zero Manual Emails: Managers no longer type confirmation emails; they just assign a driver and the system handles the rest.
Agile Adaptation: Successfully migrated the entire backend from Airtable to Google Sheets without disrupting live operations.
Tools Used
Fillout (Advanced Logic Forms)
Make.com (Complex Routing & Automation)
Airtable
Google Sheets (Database & Dispatch Interface)
Gmail (Transactional Emailing)
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What the client had to say
Flora delivered exactly what we needed — a booking form with Stripe payments and automated confirmation emails. Responsive, professional, and easy to work with. Will hire again.
Kevin Daby, Grand Coastal Hotel
Jan 28, 2026, Client
Posted Jan 28, 2026
I automated the dispatch loop for Grand Coastal. Managers simply assign a driver in Sheets, and the system instantly emails the guest.
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Views
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Timeline
Jan 21, 2026 - Jan 28, 2026
Clients
Grand Coastal Hotel
