Introducing Noa Boutique Hotel

• Boutique hotel with 32 rooms
• 4 stars
• Location: La Coruña, Spain

Technological equipment :

• PMS : Mews
• Booking Engine : Paraty Tech

The results 📈 :

• Over €10,500 generated thanks to LoungeUp
• Guests spend an average of almost 7 minutes on the hotel app
• An average open rate of 74% for all campaigns sent during the pre-stay period

The Noa Boutique Hotel is a 4-star boutique hotel located in the province of La Coruña, north of Santiago de Compostela, which opened in June 2019. The hotel has 32 rooms with a terrace and sea view, of which 28 are doubles and 4 are suites.

Its restaurant OLAS was awarded Best Luxury Hotel Restaurant at the World Luxury Restaurant Awards in 2021, and offers a menu with "zero kilometre" produce for you to taste and discover Galician gastronomy. The hotel also features a gastrobar, the QOMO for informal nibbles.

To escape from daily routine, the hotel offers wellness experiences with access to massage treatments, gym, Jacuzzi and its rooftop infinity pool with a view of the La Coruña estuary in the background.

The project with LoungeUp

Noa Boutique Hotel turned to LoungeUp to better manage and automate its database using a hotel CRM. The hotel also wanted to be able to showcase the various services offered and manage guest communications effectively.

We would like to highlight the level of customer service from the LoungeUp team, which is excellent. The implementation was guided by the LoungeUp team, who responded quickly and with dedication to each of our concerns.
- Vicky Pérez, Head of Marketing, Innergy Partners

✓ Centralise data in a hotel CRM system

Thanks to its connection with Mews, Noa Boutique Hotel automatically retrieves guest reservation data, which is then centralised in its CRM Guest Profile. This enables it to personalise campaigns sent to guests before, during and after their stay.

Their Guest Profile CRM allows you to create different segments to group together guests with similar characteristics. Therefore, post-stay newsletters are much more targeted to a specific group of guests, and the information shared is more relevant. 

What's more, this segmentation makes it easier to analyse each group of guests and allows specific actions to be implemented and therefore boost sales directly through their booking engine Paraty Tech.

✓ Offer a digital guest portal

The establishment has an advanced digital room directory that allows it to showcase all services and recommendations for activities, restaurants and itineraries in the surrounding area, including:

• 🏨 The hotel: a presentation of the establishment, rooms available, as well as meeting and event rooms...
• 📍 Activities around the hotel: sailing, paddle boarding, golf, excursions...
• 🍲 Food and beverage with the option of ordering breakfast in your room or as a picnic, making a reservation at the restaurant OLAS or discovering the QOMO gastrobar menu...
• 🛍️ The hotel boutique‍
• 🛎️ Ordering services such as a taxi, wakeup call or a babysitting service...
• 💬 Direct chat with reception for any requests, room service, housekeeping...
• 🧖 The Wellness Club with available treatments and booking options, opening hours for the rooftop pool and access to the Jacuzzi.
• 🌞 The weather‍
• 🗺️ A map showing nearby tourist offices, local restaurants and taxis that you can pre-book.
• 🚌 Transportation‍
• 🛏️ Booking your next stay

The most visited pages on the guest portal are the Wellness Club (swimming pool, jacuzzi, health and beauty treatments...) and the Food and Beverage page.

Thanks to a QR code located at reception and in the rooms, guests can easily access the web application to find the information they need and to chat with reception without leaving their room.

✓ Send automatic e-mail campaigns pre and post-stay

Noa Boutique Hotel wanted to automate several e-mail campaigns before guests' arrival and after their departure.

• Pre-stay e-mail campaigns: including a pre-stay form to collect guests' personal e-mails and offer them additional services (room upgrade, a cot for the baby, bouquet of flowers...) as well as a link to the guest portal and on-site services.

• Post-stay e-mail campaigns: with a satisfaction survey to find out what their guests think.

This tool helps us to communicate more easily with our guests and to sell services before check-in. It also enables us to increase the number of excellent reviews on Tripadvisor. We're delighted to have integrated it into our workflow.
- Vicky Pérez, Head of Marketing, Innergy Partners

✓ Centralise communications in a Messaging Hub

The hotel uses the Messaging Hub to centralise guest messages on a single screen, whether sent by e-mail, SMS or via the guest portal.

Different statuses are assigned to messages received to help you manage them all and to make sure you don't forget to reply to any of them:

Unread - Unprocessed - Pending - In progress - Completed - Archived

This way, the entire reception team can easily track the status of guest requests and the complete history of conversations.

It is in this message center that receptionists receive guests' requests before and during their stay: restaurant reservations, requests for external services (laundry, taxi, transfer service...), booking the jacuzzi, in-room breakfast orders, parking... 

As well as satisfaction surveys to find out what guests think.

If a receptionist were to receive a guest request when they're not at their computer, they could use the "Staff Companion" app to respond quickly from their smartphone.

The results

➤ More than 550 users have used the app
➤ 6m39s average time spent on the app per guest
➤ Automated email campaigns sent before the stay: 74% opened, 34% clicks, 14% replies
➤ Last year, more than €10,500 was generated thanks to LoungeUp

To discover the Noa Boutique Hotel, visit their website: www.noaboutiquehotel.com