Behind every listing a traveler compares, someone is running a hotel. When that person has a question, finding the answer should be the easy part.
People compare prices, book a room, and plan a whole trip from a phone in minutes, rarely thinking about the software underneath. trivago helped set that expectation. Its promise to travelers has always been that comparing hotels should feel fast, clear, and certain. That bar keeps rising, quietly, everywhere.
For the hotels on the other side of that search, the experience of getting help hadn't always kept pace with the experience of searching. The hoteliers who manage listings, update content, and run campaigns open these tools as part of a working day already full of guests, staff, and the hundred small decisions a property demands.
trivago knows this terrain well. A leading global hotel search platform headquartered in Düsseldorf and part of Expedia Group, it works with a network of hoteliers spanning dozens of markets and more than ten languages, many of them small, independent businesses managing their own listings, content, and campaigns alongside global chains. Behind the billions of searches travelers run every day sits a hotelier trying to keep a listing accurate, a campaign running, and a business visible.
Most of the answers hoteliers needed already existed. They were simply spread across documentation and support channels, and finding the right one at the right moment took effort. For a straightforward question, like how to update a listing, how a feature works, how billing is handled, a hotelier often had little choice but to open a request and wait. None of it was broken. All of it was the natural consequence of a platform growing fast, across many markets, for a long time.
"Since launching the new help centre, we've been able to handle more hotel support independently, with minimal admin overhead. Most importantly, even as our customer base has grown, our ticket volumes have decreased, a clear sign that we're now truly enabling self service at scale."
Marius Tendick
Customer Success & Operations Lead, trivago
Antrazal worked from inside trivago's rhythm. Sessions, not handoffs, with every question asked from the hotelier's side of the screen.
One destination, organized around the way hoteliers actually work.
The brief trivago brought to Antrazal was clear. Three connected outcomes were in scope: answers hoteliers could find on their own, guidance organized around the tasks they actually perform, and an experience that felt native in every market trivago serves.
The guidance couldn't simply be lifted from internal product documentation and republished. It had to be reorganized around how hoteliers actually work, and it had to read as clearly in Japanese, Turkish, or Brazilian Portuguese as it did in English, for a family run property and a large chain alike.
That shaped the work more than any single technical decision. The team worked in sessions rather than handoffs, mapping the questions hoteliers ask, grouping them the way a hotelier would, checking how each one read once translated. The rhythm looked less like a vendor shipping a build and more like a small group of people solving a problem at the same table.
"From the very first touch point, working with Antrazal felt effortless. The communication was clear and straightforward, and we quickly aligned on a well defined project scope."
Marius Tendick
Customer Success & Operations Lead, trivago
A portal that answers before the question becomes a ticket.
Languages the support experience speaks, so guidance feels native in every market.
Always on self service, so answers don't wait for office hours.
Task based categories that helped reduce hotelier support requests by an estimated 15%.
Price comparisons trivago runs for travelers each day, the demand every hotelier is there to win.
Hoteliers find the answer and get back to their guests. Newcomers get started without a phone call. Support teams spend their day where it's needed most.
The change showed up first in small moments.
A hotelier with a question about a listing or a campaign now finds the answer in a minute or two, from one place, and returns to the property. A question that once meant opening a support request and waiting now resolves on its own.
For someone brand new to the platform, the uncertain first days got easier, with a starter guide instead of a support ticket, a clear path from newly registered to up and running.
The language barrier quietly fell away. A hotelier in Osaka, São Paulo, or Istanbul reads guidance that feels written for them, not translated at them.
For trivago's support teams, a whole category of routine question stopped arriving by phone and email. The hours that had gone to answering the same things, over and over, went back to the hoteliers whose needs are genuinely complex.
And at the leadership level, the hotelier side of the platform began to feel like the traveler side, clear and consistent across every market, and built on ground the company can keep adding to.
"Antrazal delivered our custom Experience Cloud setup in a remarkably short time frame, with a level of quality and design execution that fully met our expectations. Our help centre is now modern, intuitive, and built for self service."
Marius Tendick
Customer Success & Operations Lead, trivago
Where we put the effort.
The place a hotelier checks before calling anyone.
A single self service destination on Salesforce Experience Cloud (Lightning Web Runtime), fast and consistent whether a hotelier opens it on a laptop or a front desk phone, where guidance is theirs to find.
Answers organized the way a hotelier thinks.
On Salesforce Knowledge, guidance grouped around real hotelier tasks like listing a property, managing content, handling accounts, getting the most from Business Studio, with a prominent search that goes from question to article in seconds.
Help that reads as clearly in Osaka as in Madrid.
A localization framework that delivers the experience in more than ten languages, with Salesforce Service Cloud behind it for the moments that still call for a person.
Travel moves fast, and so does trivago. The ground beneath this work is built to keep up.
The longer term significance is easier to see across a year than in a single week. The work created room for hoteliers, for trivago's teams, and for what comes next.
Support teams have a category of repetitive work returned to them; the capacity that went to answering the same questions now goes to the hoteliers and problems that need real attention.
The knowledge itself is structured and accessible in a way it wasn't before, the kind of clean foundation that makes future steps, including AI assisted and conversational support, far more achievable. New languages, new markets, and new products can join the same experience rather than sit beside it.
For a marketplace where a hotelier's everyday experience shapes whether they stay and grow with the platform, that baseline matters.
"What started as a scoped project quickly evolved into a broader collaboration. We trusted Antrazal enough to take over both our Salesforce Admin and Marketing Cloud Admin services, a decision we haven't looked back on."
Marius Tendick
Customer Success & Operations Lead, trivago