Customer case study · August 2026 · Serviced apartments, Germany
Homaris runs a fully digital guest journey across thousands of nano apartments — no front desk, no paper trail. In August 2026, guests raised 393 invoice requests and modifications. D3x fulfilled 329 of them straight through the API. The rest routed to Contact Us only when policy required a human.
August 2026 · Like Magic guest app + website chat · Volumes rounded up; percentages exact
~26,100 replies by D3x · ~7,400 by the Homaris team
Invoice automation
Invoice requests and modifications are among the highest-friction guest tasks in serviced apartments — they touch billing, VAT, corporate accounts, and PMS records. In August, D3x handled the majority end-to-end without a human opening a ticket.
393
Total cases
83.7%
Via API
Mid-stay guests
81.4%
Booked guests requesting invoices, VAT receipts, and billing corrections from inside the Like Magic journey. The majority fulfilled via API; 64 cases escalated to Contact Us when policy or data required a human.
Pre- and post-stay
100%
Website chat for invoice requests and modifications — entirely API-driven in August. No Contact Us escalations on this channel.
Contact Us is Homaris's configured escalation path when the agent cannot complete an invoice action autonomously — not a failure state, but a deliberate handoff with full conversation context.
The brand
Homaris operates compact, design-led nano apartments across Berlin, Hamburg, Munich, Frankfurt, and Germany's other major cities. Check-in is digital, keys live in an app, and the portfolio scales on software — not reception desks.
That model works until a guest needs an invoice corrected, a VAT receipt reissued, or an answer at midnight about parking. Across 15 properties in production, those requests arrive in volume — and in August they arrived more than seventeen thousand times in the messaging channels alone.
Signed apartments across Germany
4,000+
Properties in production on D3x
15
Major cities — Berlin to Stuttgart
8
Digital check-in and key delivery
100%
01
Guests book, check in, and access their apartment without ever standing at a desk — messaging is the primary support surface.
02
4,000+ signed units across Germany's business-travel and leisure corridors, operated with lean central teams.
03
Invoice generation and modification must execute in the property system — not as a draft for someone to action later.
Messaging
The same D3x layer sits on the Like Magic guest app — where almost all volume lives — and the public website chat for pre-booking and post-stay questions.
Guests mid-stay
Access codes, check-in, parking, housekeeping, invoices, and late-arrival questions from guests already in the digital journey.
Visitors & bookers
Rates, availability, parking, cancellation, and invoice questions from anonymous visitors — almost entirely self-service.
On the website channel, every response in August came from D3x. Seven conversations triggered a human connection request; none received a human reply.
Containment
A conversation only counts as contained if no human sent a message and the guest never asked for one.
64.9%
Fully contained overall
~11,500 of ~17,800 conversations closed without human involvement
64.5%
Like Magic contained
Mid-stay app conversations — high volume, high stakes
96.8%
Website contained
Pre-booking and post-stay chat — nearly unattended
Containment on Like Magic is lower than the website because mid-stay guests ask harder questions — invoices, access issues, and billing edge cases that legitimately need escalation.
Speed
Average first-reply time across both channels in August 2026.
4.8s
D3x first reply
25m 46s
Human first reply
77.3% of all replies written by D3x — ~26,100 of ~33,600 in August
Methodology
All figures are from Homaris production data in August 2026. Invoice automation counts API-fulfilled requests and modifications vs Contact Us escalations. Messaging metrics follow D3x standard definitions for containment, AI-only conversations, and response time.
See it on your stack
Book a demo to see how D3x handles invoice requests, modifications, and guest messaging across your properties — with API execution, not draft replies.