HomeToGo Launches AI Travel Companion Dash, Cutting Customer Escalations by 85%

HomeToGo SE has launched Dash, an AI-powered travel companion on its marketplace that combines the company’s suite of AI tools into a unified system. The platform, strategically introduced before peak booking season, was designed to increase efficiency by improving answer accuracy and speed while reducing operational load on customer experience teams.

Built in-house specifically for vacation rentals, Dash represents a transformational improvement over previous solutions. Customer escalations to human agents have decreased by 68% compared to the first in-house version of AI Sunny, and by 85% compared to the original third-party solution. This reduction has proven especially impactful during the 2026 peak booking season by enabling customer experience teams to focus on more complex, higher-value cases while providing faster quality responses.

For guests, Dash brings HomeToGo’s AI tools under a shared vision available across search, booking, and early post-booking interactions. It provides on-demand support through natural language technology and uses integrated AI to highlight home features and trusted guest reviews. The tool also introduces new features like AI-generated FAQs, which turn detailed property information into answers travelers can quickly grasp. For partners, Dash supports stronger marketplace performance by improving visibility, relevance, and conversion of high-intent demand.

Dr. Patrick Andrae, Co-Founder & CEO of HomeToGo, stated that Dash exemplifies the company’s ‘Lead with AI’ principle introduced last year. ‘Dash is just another example that brings this principle to life by handling even more routine tasks and allowing our teams to focus on more complex, higher-impact needs while enhancing our user experience,’ Andrae said. He emphasized that travel planning is deeply personal and that its future lies in the collaboration of human connection and AI efficiency.

Dash features are available across all HomeToGo markets on the HomeToGo app for both iOS and Android, as well as on the HomeToGo website. The company notes this is just the first iteration of Dash, and it will continue to evolve with expected growing impact for teams, guests, and partners over time. Feature availability may vary based on access method, geographic market, and ongoing testing, with full functionality not guaranteed across all touchpoints or markets.

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