How Springfield House B&B frees up time for more personal hospitality with Cloudbeds and Touch Stay

Nestled in the heart of Coleshill, England, Springfield House at 69 Coventry Road is a 9-room charming late 18th-century Georgian townhouse, recognised for its architectural character and Grade II listed status. Built in the late 1700s, the house features classic Georgian proportions, red brick walls, sash windows, and period details including a beautifully preserved staircase and traditional fireplaces.

Running a heritage property is a balancing act. Guests expect the charm of a historic stay, but also the speed and convenience of modern hospitality.

Springfield House welcomes a wide range of travelers, from guests attending NEC events and weddings to visitors flying in and out of Birmingham Airport. Each guest needs the same core information: Check-in instructions, property details and house rules, local recommendations, travel and transportation tips.

Before automating guest communication, the team spent hours answering the same questions about Wi-Fi, directions, and check-in details. Pre-arrival emails were written and sent manually, often tailored to each type of traveler. Managing that information across multiple bookings wasn’t just time-consuming, it also increased the risk of outdated or inconsistent details reaching guests.

To streamline operations and improve guest communication, Springfield House implemented Touch Stay integrated with Cloudbeds.

As soon as a booking is confirmed in Cloudbeds, reservation data automatically syncs with Touch Stay to generate and deliver a personalized digital guidebook to the guest before arrival, with everything from check-in instructions and property details to local recommendations. 

This seamless automation eliminates the need for manual emails and repetitive messaging, ensuring guests receive accurate, up-to-date information and arrive with everything they need already at their fingertips.

With guest communication running automatically behind the scenes, Springfield House has dramatically reduced the time spent answering repetitive questions.

The biggest impact? A 70–80% reduction in repetitive guest inquiries.

That operational breathing room allows the team to focus on creating the thoughtful, personal hospitality that guests remember most.

“The Touch Stay integration has significantly improved the way we communicate with our guests. Automation saves us time, and guests get accurate, timely information before they even arrive. It’s been a simple yet powerful solution that continues to add value to our business,” Explains James.

Touch Stay’s analytics dashboard also gives the Springfield House team visibility into how guests interact with their guidebooks, giving them insights into which sections guests access most, how many guests open their guide, and where information may need to be clearer.

These insights help the team continuously refine their communication and make the guest experience even smoother.

By combining Cloudbeds’ hospitality management platform with Touch Stay’s digital guidebooks, the team transformed how they communicate with guests — automating the routine so they can focus on the personal touches that make a boutique stay memorable.