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16:05Case Study
How Antwerp Stays Manages 100 Daily Reservations with WhatsApp and Dualhook
Antwerp Stays handles roughly 100 short-term rental reservations per day using Dualhook for WhatsApp template messaging and direct webhook delivery to their own unified inbox, without storing guest conversations on third-party servers.
- Antwerp Stays
- Antwerp, Belgium
- Short-term rental management
- ~100 reservations/day
What challenge did Antwerp Stays face?
Antwerp Stays manages a portfolio of short-term rental properties across Antwerp, handling roughly 100 reservations every day. That translates into roughly 1,000 WhatsApp messages a day once check-in instructions, checkout reminders, booking confirmations, and last-minute coordination are factored in.
They needed to send WhatsApp template messages at scale for check-in details, checkout reminders, and reservation confirmations, all triggered automatically from their booking system.
They built their own lightweight unified inbox and only needed WhatsApp webhooks delivered to it, not a platform full of CRM and chatbot features they would never use.
As a Belgian business, they required that guest messages stay on their own server, not stored on a third-party BSP or inbox platform. Privacy and data control were non-negotiable.
Staff still needed the WhatsApp Business App on their phones for manual guest responses when the situation called for a personal touch.
Traditional BSPs and shared inbox platforms like respond.io or WATI would have required storing all guest conversations on external servers, paying for features they did not need, and in some cases giving up the WhatsApp Business App entirely.
How does Antwerp Stays use Dualhook?
Antwerp Stays connected their WhatsApp number through Dualhook's Embedded Signup flow in under ten minutes. From that point, the setup handled everything automatically.
Webhook Override for direct routing
Dualhook configured Meta's Webhook Override so that all guest messages flow directly from Meta to Antwerp Stays' own server. Dualhook does not receive that inbound message path. Outbound requests transit Dualhook's no-retention runtime, and no guest conversations are stored on Dualhook's infrastructure.
Template management from the dashboard
Check-in instructions, checkout reminders, and booking confirmations are managed as WhatsApp message templates directly in Dualhook's dashboard. Template approval status, category assignments, and delivery analytics are all visible in one place.
Coexistence with the WhatsApp Business App
Staff continue to use the WhatsApp Business App on their phones for personal guest interactions. The Cloud API handles automated template sending through their backend. Both channels work on the same phone number simultaneously via WhatsApp Coexistence.
Heartbeat monitoring included
Coexistence requires opening the WhatsApp Business mobile app regularly. Meta may disconnect the Coexistence link after approximately 14 days of primary-device inactivity; Dualhook's 13-day timer is a conservative safety margin. Dualhook surfaces the days-remaining badge and email reminders as a safety net so the link never expires silently.
What results did Antwerp Stays achieve?
- Messages a day
- ~1000
- Template delivery time
- <2s
- Monthly Dualhook cost
- €12
- Messages on third-party servers
- 0
- Even at roughly 1,000 WhatsApp messages a day, template messages for check-in and checkout reach guests within seconds of being triggered by the booking system.
- Zero guest messages are stored on Dualhook's servers or any third-party infrastructure. All conversation data stays on Antwerp Stays' own backend.
- Monthly cost is €12 on Dualhook's Developer plan, compared to $79+/month for shared inbox platforms that would also charge for features the team does not use.
- The team kept using the WhatsApp Business App for personal guest conversations without any disruption to their existing workflow.
Message flow architecture
Inbound delivery remains direct. Outbound sends use a narrow, no-retention runtime.
Guest
Sends message
Meta
WhatsApp Cloud API
Antwerp Stays
Own server
Dualhook configures the Webhook Override that makes this direct inbound routing possible and does not receive or store inbound message content.
We needed something simple. Send templates to guests, keep WhatsApp on our phones, and make sure guest conversations stay on our own server. Dualhook does exactly that: nothing more, nothing less.
Frequently asked questions
Does Antwerp Stays use a shared inbox?
No. They built their own lightweight unified inbox on their backend. Dualhook does not provide an inbox: it sets up the connection so Meta sends message webhooks directly to their server, where their own application handles them.
Can staff still use the WhatsApp Business App?
Yes. WhatsApp Coexistence allows the Business App and Cloud API to run on the same phone number simultaneously. Staff use the app for manual conversations while automated templates go through the API.
Where are guest messages stored?
Inbound guest messages are delivered by Meta directly to Antwerp Stays' server through Webhook Override. Dualhook does not receive or store that inbound content. Outbound requests transit Dualhook's no-retention runtime.
How long did setup take?
Under ten minutes. Embedded Signup handles the OAuth flow, token exchange, WABA discovery, and Webhook Override configuration automatically.
Guides & comparisons
Learn more about the features behind this case study
Explore the privacy architecture, coexistence setup, and platform comparisons that shaped Antwerp Stays' decision.
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