How to Win Guests’ Hearts in Zator – A Conversation with the Owner of Comfort Apartments about Challenges and Technologies in the Hospitality Industry

Zator is a town that has gained fame in recent years mainly thanks to the development of a massive amusement park – Energylandia. This extremely popular attraction has transformed the local tourism market and opened doors to new opportunities for entrepreneurs, especially in the accommodations sector. Today, in the vicinity of Zator, many apartments and holiday cottages are being built, whose owners aim to meet the ever-growing demands of tourists seeking comfort and unique experiences. One such owner is our interviewee for today – the owner of Comfort Apartments.
Over the years, he has developed a unique approach to running a guest accommodation, constantly implementing new technologies and ensuring professional yet friendly customer service.

In the following interview, he will share insights about the challenges of seasonality in the industry, the use of reservation systems, and the growing importance of automation. He will also offer fascinating stories and observations that, as he claims, make it easier to attract discerning tourists.

We invite you to read this inspiring conversation, where you’ll find out how to operate effectively in the hospitality industry and discover how crucial modern tools can be in daily operations.

BedBooking: Hello! Let’s start with the basics – what inspired you to start a business in the apartment rental industry, and what circumstances influenced your decision to continue running it for so many years?

Comfort Apartments: Hello! It all began with my passion for tourism and noticing how fast Zator was growing. When Energylandia opened, the region started attracting not only families with children but also groups of friends and couples looking for adventure. As a result, the supply of accommodation increased dramatically, which generated a high demand for new properties and apartments. I concluded that, since I already had experience in the hotel industry—mainly by working with several friendly establishments—I could successfully develop my own base and provide top-notch service to guests. My passion for hospitality and my love for the region drove me to open a place for guests here. Moreover, the more tourists that come, the more interesting people you meet on a daily basis. They are the ones who motivate me to keep going, because every visitor has their unique story and needs, which I try to meet by improving my apartments.

BedBooking: What were the biggest challenges you encountered at the beginning of your business, and how did you overcome them? Are there any issues that remain challenging?

Comfort Apartments: The biggest challenge turned out to be seasonality. For most of the year, Energylandia draws thousands of visitors, which boosts the demand for accommodations in the area. The problem arises in the autumn-winter period when the amusement park is closed and tourist traffic drops drastically. Of course, the Auschwitz Museum in Oświęcim is a sort of lifeline, as many guests come to visit it during that time, but it’s not enough to fill all the rooms and apartments. To optimize the business, I started looking for different ways to attract guests. It’s still an area for growth—finding the perfect way to entice tourists in the low season is something I continue to work on.

BedBooking: What changes in tourist behavior and expectations have you noticed over the years? What needs to be modified in your offer to meet new tourism trends?

Comfort Apartments: First and foremost, there’s a growing demand for comfort and tranquility, as well as for comprehensive services in one place. Guests are looking not only for a place to sleep but also for somewhere to relax without unnecessary stress and to feel almost like at home. More and more often, couples are choosing an apartment with the idea of hosting events like birthdays or romantic getaways. Therefore, I try to provide guests with additional amenities.

BedBooking: What distinguishes Comfort Apartments from other accommodations in the area? Which details are crucial for attracting guests who seek something unique?

Comfort Apartments: I put a strong emphasis on the quality of the interior design and the high standard of furniture and beds. I firmly believe that when a guest enters an apartment, they immediately want to feel like they’re in a pleasant, elegant, and—most importantly—clean place. We put a lot of effort into perfecting the details, from bed ergonomics to choosing luxurious finishing materials. Additionally, I focus on friendly yet professional service: if a guest needs help booking attractions, directions, or arranging transportation, they can always count on us. I believe that it’s the little things—such as a specially prepared welcome in the room, a complimentary treat, or quick communication—that build the experience guests want to return to.

BedBooking: What were your first steps in introducing technology into managing the property? What changes proved necessary in your daily work?

Comfort Apartments: Initially, it wasn’t easy, because old habits die hard—like keeping reservations in a notebook, taking phone calls from guests, or exchanging emails with inquiries. But over time, as the number of apartments and booking platforms grew, I quickly realized I needed a system that would allow me to manage it all efficiently. BedBooking enabled me to publish my offer on multiple websites simultaneously, keeping my booking calendar up to date and significantly reducing the risk of overbooking. From the guests’ perspective, it’s also a big advantage because they always see an up-to-date offer and can take advantage of fast payments and confirmations. I just had to get used to working in an online tool, but after a couple of weeks, it was no longer a challenge.

BedBooking: When did you first encounter reservation systems, and what made you decide on this particular one? What key criteria did you consider?

Comfort Apartments: I started working with BedBooking through my clients, for whom I also provide consulting and solutions in the hospitality sector. I implemented the tool for them step by step, and I had many opportunities to see how its features work in practice. When I noticed how well it functioned—especially regarding smooth synchronization with platforms and online support—I decided it would be a perfect fit for my own apartments. I was also convinced by the excellent support and the easy way to integrate the reservation widget on my website, which is a great convenience for guests.

BedBooking: What were the most challenging moments associated with integrating the booking system into your business, and how did you handle them?

Comfort Apartments:  At first, I struggled with incorrect price displays on Booking.com. Sometimes the rate appeared too low, sometimes too high, which could lead to uncomfortable situations. Over time, the solution arrived—BedBooking introduced a price list update system with the option to set an additional percentage margin for the published rates. Now everything is polished: the tool accounts for margins and seasonal price changes, so I no longer worry that a guest will book a stay at the wrong price.

BedBooking: What changes have you noticed after fully implementing the reservation system? How have they affected your daily work organization and your relationships with guests?

Comfort Apartments:  Above all, there are fewer phone calls asking to clarify price differences. When a guest compares the offer from Booking.com and my website, they often see that a direct booking can be more advantageous. And because the calendar is synchronized, I save a lot of time on confirming availability. Additionally, from the guests’ perspective, the ability to quickly confirm a reservation and pay online often makes the difference as to whether they choose my property. As for relationships, I’ve felt they are more transparent. Those who want to can write or call, and those who prefer just to book online can do so without any complications.

BedBooking: Which functions of the booking management system are absolutely essential for you? Have you found any innovative features that have especially streamlined your management?

Comfort Apartments: The mobile app is a huge plus. Sometimes during the day, I’m busy with tasks unrelated to guest accommodation—thanks to the mobile app, I can check reservations on my phone and quickly update availability or change prices if needed. The export of prices to external platforms turned out to be key as well. This ensures all rates on Booking.com or Airbnb are always synchronized. It really saves me time because I don’t have to manually update the offer every few hours.

BedBooking:  Have you encountered any unusual bookings or special challenges in guest service that required an unconventional approach?

Comfort Apartments: In the hotel industry, surprising situations are quite common. Sometimes one family leaves the room almost untouched, while another leaves it in complete disarray. The most challenging reservations are those where guests treat the property’s equipment a bit too carelessly—once, some kids started playing with portable soccer goals that ended up flying all around the apartment! Fortunately, we managed to calm things down. In such cases, I usually talk to the guests, ask them to be careful, and explain how to take care of the shared space. Flexibility and the ability to remain calm are valuable skills here.

BedBooking: Which technological tools do you consider absolutely crucial for efficient operations in the lodging business? Have you ever had to give up on a technology that initially seemed ideal?

Comfort Apartments: At the moment, I don’t recall any technology that I had to abandon completely. But I definitely should mention what works most effectively— for me, it’s automated email and message sending to guests one day before arrival. In these emails, we include a short instructional video that shows how to check in without issues, use the washing machine, dishwasher, or coffee machine. This eliminates a lot of phone inquiries. Guests feel more confident and appreciate that we’ve looked after their comfort. It’s a simple yet extremely effective solution.

BedBooking: What challenges and changes do you foresee in the tourism industry in the coming years? Are you planning any specific innovations?

Comfort Apartments:  I believe the market will become polarized—there will be fewer “average” guests, and more premium guests who expect luxurious conditions and a wide range of additional amenities like a jacuzzi, pool, or sauna. We already see guests asking about such facilities. I plan to introduce some of these elements to cater to more demanding tourists and fully tap into the potential of the property. Beyond that, expanding automation will be crucial, such as even better tools for communicating with guests or self-service check-ins. Anything that saves guests time and gives them more freedom will be highly valued.

BedBooking: What advice would you give other property owners who are just starting to use modern reservation management systems?

Comfort Apartments: First and foremost—don’t be afraid of technology. Choose a system that’s as intuitive as possible. Time is our most valuable resource, and a simple interface plus the ability to automate key processes (like calendar synchronization or sending emails) will make you feel the difference quickly. Also, pay attention to support. If something goes wrong, it’s good to have help at hand to fix the issue.

BedBooking: How do you assess the impact of digitalization on the lodging industry? Do you think guests will soon be booking accommodations entirely online, without any interaction with staff?

Comfort Apartments:  It’s already happening to a large extent—I’ve noticed fewer phone inquiries and more reservations made solely through platforms and widgets. Of course, we still have guests who prefer contact by email or phone, but that number is decreasing. Will we reach a point where the entire service is fully automated? Perhaps, though I think there will always be a group of tourists who want to talk to a real person. Nevertheless, the trend is clear—automation and simplification of the reservation process.

BedBooking: Finally, what innovations could further revolutionize property management and guest service? Do you already see any specific solutions you’d like to implement?

Comfort Apartments:  I think the next stage will be further automation of communication with guests—for example, more advanced bots that can instantly respond to common questions about directions, check-in times, or apartment equipment. We’ve already reduced the number of messages by preparing an instructional video for guests. With more developed technology, you could go a step further: allow a virtual tour of the apartment before booking or implement intelligent temperature control systems that turn the heating on right before guests arrive and off after they leave. This significantly lowers costs and improves guest satisfaction. I’m sure such solutions will become the norm, and it’s only a matter of time before they’re implemented.

The lodging industry in Zator—dominated by major attractions such as Energylandia and the proximity of the Auschwitz Museum—continues to evolve, and our interviewee today proves that flexibility, openness to new technologies, and a relentless focus on raising service standards are key to success. As we have seen, implementing modern booking systems doesn’t have to be difficult, and the results can exceed even the wildest expectations, streamlining both guest service and the property owner’s life.

We hope this conversation inspires you to take action and broaden your horizons in accommodation management. If you want to learn more about Comfort Apartments, visit our interviewee’s website, where you’ll find all the essential information and the current offer:

https://noclegioswiecim.eu/
https://www.facebook.com/oswiecimapartments/

We also encourage you to follow the social media profiles—there you’ll find the latest news about planned innovations, changes in the offer, and interesting facts from the region. Who knows, maybe your next booking will be in an exceptional apartment that perfectly suits your tastes?

Thank you for reading, and happy booking!