Suncity Rent-a-Car is the only established car-rental company based directly on Hvar Island. Hvar is one of Croatia's busiest summer destinations, where a slow reply often means a lost booking. Kingstone built an AI concierge for its website and WhatsApp that handles routine rental inquiries and routes damage claims, date changes, and complaints to the team.
How the deployment works
Every inquiry is routed through the right rules before it becomes a quote, booking request, or handoff.
The inquiry arrives through the website chat or WhatsApp.
The concierge checks dates, vehicle class, pickup and return location, timing, and the rules that affect the request.
A quote or qualified booking request is sent to the team for confirmation.
Damage, complaints, and date changes are handed to the Suncity team.
Suncity also received a dedicated dashboard to review conversation activity, maintain operational rules, keep deployment notes current, and track the metrics the team uses.
Hvar guests message at all hours, from the ferry, mid-trip, and from abroad. They expect an instant price for specific dates, a vehicle class, and a pickup location. Missing that window usually means losing the booking to whichever rental company answers first.
At the same time, the team still needs to be the one handling damage claims, date changes, and complaints, situations no bot should improvise on.
Suncity operates across multiple pickup and return locations, with rules around office hours, cross-location moves, arrival timing, vehicle class, pricing, deposits, and exceptions. The concierge had to collect the right details in the right order, while drawing a clear line between routine booking questions and issues the team must handle directly.
Kingstone deployed an AI concierge across Suncity's website chat and WhatsApp. It works from the company's fleet, pricing, and pickup logistics to answer routine questions, guide guests through the booking details, and send qualified booking requests to the team for confirmation. If a conversation involves damage, a complaint, or a date change, it routes the guest straight to a person.
Figures below are from web and WhatsApp conversations in the first 90 days of live deployment. “Eligible” means conversations that entered the deployed concierge flow.
Quote share from web and WhatsApp conversations in the first 90 days.
Only damage claims, date changes, and complaints escalate to a person.
Guests get an answer when staff would otherwise still be offline.
“Guests message us at all hours, from the ferry, from the airport, wherever, and every inquiry gets an instant response instead of waiting on us to see it. About half receive a quote on the spot, and it only loops us in when something actually needs a person, like a damage claim or a date change.”
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