Coastal Kayak Adventures
Guided kayak and paddleboard tours on the Swedish west coast
No-shows dropped from 25% to 4%
Representative example based on typical customer outcomes
The Challenge
Coastal Kayak Adventures runs guided kayak and paddleboard tours from three launch points on Sweden's west coast. With groups of 6-12 guests per session and weather-dependent schedules, managing bookings was their biggest operational headache.
Phone bookings accounted for 80% of reservations. Every morning, the owner spent 2-3 hours returning calls, confirming bookings via text, and manually updating a spreadsheet. No-shows ran at 25% — guests who forgot, did not show, or cancelled at the last minute with no replacement.
Weather cancellations were handled manually too. When a session was cancelled due to conditions, the team would email guests individually, hope they replied, and try to fit them into future sessions. Many guests simply did not come back.
The Solution
Coastal Kayak moved all bookings online through Triviyo. The self-service booking flow let guests book, pay, and receive confirmation without any staff involvement. Automated SMS reminders 48 hours and 2 hours before each session drove no-show rates from 25% to under 4%.
Weather cancellations became a revenue opportunity instead of a loss. When conditions forced a session cancellation, Triviyo automatically notified guests and offered one-click rebooking to any available date. 90% of affected guests rebooked rather than requesting a refund.
The team also connected their Triviyo account to Viator and GetYourGuide for the first time. Within three months, OTA bookings grew to represent 40% of total revenue — a channel that had been completely inaccessible when they relied on phone bookings.
The Results
25% to 4%
No-show rate reduction
50%
Revenue increase from marketplaces
90%
Weather cancellations saved via rebooking
3 hrs/day
Saved on admin
“We used to spend the whole morning on the phone. Now bookings just come in. And when the weather forces a cancellation, guests rebook instead of asking for refunds.”
Coastal Kayak Adventures
Swedish west coast, 3 launch points