Make.com automation flows for a hotel property, built with Gemini AI, WhatsApp Business API, Mailchimp, and Google Sheets. Each flow ships as an importable blueprint.json + a step-by-step setup.md.
Context — April 2026: Dani (Departamento Comercial, GHP) confirmed the existing tech stack in place. The Legacy Status column shows what GHP already has for each flow before any new automation is built.
| Capability | Tool | Notes from Dani |
|---|---|---|
| Reservation consolidation (all OTAs) | PMS Acigrup | All OTAs centralised in PMS — no external sheet needed |
| No-show & commission reports | PMS Acigrup | Handled via PMS reports |
| Online check-in (email link) | PMS Acigrup | Automated from the PMS directly |
| Guardia Civil registration (Parte de Viajeros) | PMS Acigrup | Automated from the PMS directly |
| Occupancy dashboard (RevPAR, channels) | PMS Acigrup | Available in PMS — no external dashboard needed |
| Post-stay satisfaction survey + win-back | Mailchimp | 3-face sentiment widget (😠 / 😐 / 😊). Low or neutral → redirects to internal survey. Positive → redirects to Google review |
| Pre-arrival upselling — email | Mailchimp | Email upselling already running via Mailchimp campaigns |
| Mailchimp audience segments | Mailchimp | Segments by age, occupation type, etc. (seniors, young couples, families) — used for targeted campaigns |
| Chatbot (web + booking engine) | External provider | External chatbot connected to the booking engine; WhatsApp connection available. Quality improving as provider adds AI to multi-response flows |
| PMS → Mailchimp sync | Acigrup + Mailchimp | Every new reservation and modification is synced automatically — this is the data bridge used by Flows 1 & 2 |
Flows are organised in three tiers by complexity. Each tier builds on the previous one — the Quick Wins create the data foundation that the intermediate and advanced flows consume.
Flows 1–2 require PMS→Mailchimp sync (already active at GHP via Acigrup). Flow 4 requires only Claude in Chrome (Anthropic's free browser extension — install once, no integrations).
| # | Flow | What it does | Stack | Status | Legacy Status |
|---|---|---|---|---|---|
| 1 | Bienvenida automática por WhatsApp | When PMS Acigrup syncs a reservation to Mailchimp (subscribe or profile_update), instantly sends a personalized WhatsApp to the guest. Covers all OTAs connected to the PMS. Also handles modifications: re-sends only if check-in date, room type, or guest count changes. Writes every reservation to a central Sheets log that feeds Flow 2. | Make.com · Mailchimp · WhatsApp Business API · Sheets | Ready | — |
| 2 | Upselling pre-llegada | 3 days before check-in, reads from the Sheets log populated by Flow 1 and uses Gemini to generate a personalized WhatsApp offering room upgrade, parking, spa, or dinner. Sector conversion rate: 8–12% on WhatsApp vs. 2–5% on email. Requires Flow 1 active for at least 1 week. | Make.com · Gemini · WhatsApp Business API · Sheets | Ready | ✅ Email upselling already live via Mailchimp — this flow adds the WhatsApp channel |
| 3 | Check-in online + registro policial | Sends the pre-check-in link 24h before arrival. When the guest completes the form, Make automatically formats the data for the Guardia Civil (Parte de Viajeros). Fewer queues at reception, zero missed filings. | Make.com · Google Forms / Typeform · Sheets | Planned | ✅ Fully covered by PMS — online check-in (email) and Guardia Civil registration both automated from Acigrup |
| 4 | Respuesta a reseñas con IA | Uses Claude in Chrome (Anthropic's official browser extension). Open the reviews page, type /responder_reseñas in the Claude panel — no copy-paste, no integrations. Claude reads the page and drafts a ~120-word personalised reply per unanswered review in the reviewer's language. Staff reviews, copies, and publishes. No maintenance required. |
Claude in Chrome | Ready |
Requires read access to the PMS or OTA email/API feeds.
| # | Flow | What it does | Stack | Status | Legacy Status |
|---|---|---|---|---|---|
| 5 | Centralizar reservas OTA en Sheets | Make automatically consolidates every new reservation from Booking.com, Expedia, and direct web into a single master sheet with occupancy, rates, and channel. Eliminates manual data entry. | Make.com · Booking.com API · Sheets / Excel | Planned | ✅ Fully covered by PMS — all OTAs already consolidated in Acigrup |
| 6 | Gestión de no-shows y comisiones OTA | Detects cancellations and no-shows on Booking.com and auto-generates a report for the finance team listing reservations where OTA commission should not apply. Prevents direct revenue loss. | Make.com · Booking.com · Gmail / Sheets | Planned | ✅ Fully covered by PMS — handled via existing Acigrup reports |
| 7 | Alerta y asignación de tareas de limpieza | On each check-out registration, Make notifies the housekeeping team via WhatsApp with room number and priority. When they finish, they mark the task as done. | Make.com · WhatsApp · Airtable / Notion | Planned | |
| 8 | Análisis semanal de reseñas con IA | Every week, Make collects reviews from Booking and TripAdvisor, runs them through Gemini to detect patterns (recurring complaints, strengths), and sends a one-page report to the management team. | Make.com · Gemini API · Sheets | Planned |
Advanced flows. Require stable data pipelines from Tiers 1–2.
| # | Flow | What it does | Stack | Status | Legacy Status |
|---|---|---|---|---|---|
| 9 | Chatbot 24/7 para web y WhatsApp | Virtual assistant trained on the hotel's full information (menus, hours, prices, policies). Answers FAQs in real time, frees reception from repetitive queries, and can close direct bookings. | Gemini API · Make.com · WhatsApp Business API | Planned | ✅ Partial — external chatbot connected to booking engine + WhatsApp option. Quality improving as provider integrates AI into multi-response flows. Reassess before building from scratch |
| 10 | Emails VIP ultra-personalizados | Gemini analyzes a VIP guest's stay history and Make generates a fully personalized email before their next arrival, referencing their real preferences. | Gemini API · Make.com · CRM / Sheets | Planned | |
| 11 | Encuesta post-estancia + win-back | On check-out, the system sends a short satisfaction survey. Low score → immediate alert to the manager. High score → a second flow automatically sends a loyalty offer for the next stay. | Make.com · Typeform · Gmail / WhatsApp | Planned | ✅ Fully covered by Mailchimp — 3-face sentiment widget live; low/neutral → internal survey, positive → Google review |
| 12 | Dashboard de ocupación en tiempo real | Make aggregates data from all OTAs and the PMS into a dashboard (Google Looker Studio) with key metrics: occupancy, RevPAR, sales channels, trends. Auto-updates daily. | Make.com · Google Looker Studio · Sheets / Airtable | Planned | ✅ Fully covered by PMS — occupancy dashboard already available in Acigrup |
Each flow folder contains:
blueprint.json— import directly into Make.com via Scenarios →...→ Import Blueprintsetup.md— step-by-step activation guide (credential setup, testing, production checklist)- Additional files per flow (WhatsApp templates, Sheets schemas, prompt files)
Flow 1 must be activated first — it populates the Sheets log that Flow 2 reads. Flows 3–12 build incrementally on top — activate in order for the smoothest rollout.
| Layer | Tool |
|---|---|
| Orchestration | Make.com (Core plan, ~10 €/month) |
| Reservation data source | Mailchimp (PMS Acigrup syncs via webhook) |
| AI — message generation | Gemini 1.5 Flash via Google AI Studio |
| AI — review responses (Flow 4) | Claude in Chrome (Anthropic browser extension) |
| Messaging | WhatsApp Business API via 360dialog |
| Data storage | Google Sheets (source of truth for all flows) |
| Gmail (hotel account) | |
| Forms | Google Forms / Typeform |
| Dashboard | Google Looker Studio |
| Task management | Airtable / Notion (Tier 2+) |
Built by César Beltran Miralles · April 2026