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✪ Success Story: Bohemia Suites & Spa

Introducing Bohemia Suites & Spa

  • 80 rooms
  • 5 stars
  • Location: Playa del Inglés, Gran Canaria (Spain)

Technology in place:

Their results with LoungeUp 📈 :

  • Automated pre-stay e-mail campaigns have an 89% open rate
  • The Guest App is used by more than 350 users per month on average
  • Bohemia Suites & Spa generates up to €2,000 a month in additional sales thanks to LoungeUp

Bohemia Suites & Spa is a 5* adults-only boutique hotel located in the south of the Canaries in one of the island's most famous beach resorts, Playa del Inglés.

This charming hotel combines luxury with diverse spaces where guests can enjoy total peace and privacy. The establishment cultivates a bohemian spirit full of positive energy and happiness.

In addition to its 80 fully-equipped, elegant and inviting rooms, including 12 with kitchens, the hotel boasts a wellness and fitness area with outdoor pool, a gym and full spa, as well as a meeting room for business guests. Several dining points are available on site: the Sapphire Pool Bar, the Cocktail Atelier bar and the 360º restaurant for a culinary experience and panoramic view in one.

Their slogan, "Guest at a friend's place", suggests a warm, friendly atmosphere that makes guests feel like they're staying with close friends.

LoungeUp offers a highly customisable platform that is virtually perfect for any company's customer communication needs.
- Inga Allmann, e-Commerce Manager, Bohemia Suites & Spa

Best practices at Bohemia Suites & Spa

  • Placing QR-Codes to the Guest App around the hotel: Bohemia Suites & Spa places QR codes at reception and in rooms so that guests can access the Guest App and stay informed throughout their stay about hotel events and services.
  • List must-see places in the Guest App: What's more, the establishment has added to its Guest App the unmissable things to do on the island, such as spots for photos, restaurant recommendations, excursions in the surrounding area...
  • Send a targeted satisfaction survey to German-speaking customers: with a very high rate of German-speaking guests, the establishment segments its database by sending out an automated campaign 3 days after check-out, targeting German-speaking guests in particular, to ask for their review of the German HolidayCheck portal

The project with LoungeUp

Bohemia Suites & Spa called on LoungeUp to automate communications with their national and international guests pre- and post-stay, while personalising the message as if the hotel were addressing the guest individually.

Having a hotel CRM where their guest data can be centralised is key to the hotel's ability to send targeted communications.

They promote their services during the guest's stay and accompany them from arrival to departure.

✓ Automate personalised e-mail campaigns before and after your stay

With the aim of considerably reducing the manual workload placed on operational teams, the establishment has set up automatic pre- and post-stay campaigns.

These are hyper-personalised campaigns, sent at key moments during the guest journey, to inform them about the status of their reservation, important hotel information or even to send them satisfaction questionnaires during or after their stay.

These mailings enable the establishment to generate additional revenue by highlighting the hotel's services, in addition to collecting guests' personal e-mail addresses for future offers.

They set up the sending at the right time for each guest: 

  • 7 days before arrival: guest personalises their stay by indicating their arrival time, dietary requirements, type of pillow, etc.
  • D-Day: the establishment welcomes guests and gives them access to the GuestApp, which will let them book the hotel's services and discover its recommendations for the surrounding area.
  • The day after departure: a questionnaire is sent out to measure guest satisfaction and encourage them to leave a review online.
  • 3 days after departure: an e-mail campaign targeting German-speaking guests, asking them to leave a review on the German HolidayCheck portal.

In one month, these automatic campaigns generated over €2,000 in sales, with an e-mail open rate of 87%.

After implementing LoungeUp's tools in our daily operations, we noticed an increase in service sales before guests arrived, as well as an increase in the number of reviews after their stay.
- Inga Allmann, e-Commerce Manager, Bohemia Suites & Spa

✓ Centralising guest data in a hotel CRM system

One of the establishment's priorities was to centralise guest data in a single software package, so Bohemia Suites & Spa adopted LoungeUp's Guest Profile CRM.

The hotel welcomes guests of different profiles (leisure, couples, business) as well as international and national guests. Guest Profile enables them to segment very finely with as many criteria as they wish: by language, reservation data, opening of previously sent e-mails...

This segmentation makes it easier for them to send ultra-relevant, and therefore more effective, communications.

The integrated e-mailing tool lets them create personalised campaigns. The newsletter template gallery makes it easy to create new campaigns around marketing events (Black Friday, Halloween, etc.). New templates are added to the gallery every month. 

Creating content and communications is easy and intuitive.
- Inga Allmann, e-Commerce Manager, Bohemia Suites & Spa

✓ Highlighting the hotel's services

Thanks to a QR code placed at reception and in the different rooms, the hotel accompanies its guests throughout their stay by providing them with a Guest App that brings together all the important information and services they can call on.

On their own smartphone, guests can view the hotel's various bar and restaurant menus, book massages and treatments or privatise the spa, add complementary services such as a romantic in-room welcome, birthday cake, airport transfer...

The hotel has also added to their Guest App must-see points of the island, such as spots for photo, restaurant recommendations, excursions and more. All centralised on a dynamic map where guests can geolocate themselves.

And if guests wish to contact the hotel during their stay, they can also do so from the Guest App. Whether it's a technical problem in the room or a request for information, the hotel's operational teams will receive any request in the Messaging Hub.

To make it easier to manage guest requests, all messages are grouped together on a single screen.

The sales and technical teams support both the implementation process and the day-to-day management of the platform with excellence.
- Inga Allmann, e-Commerce Manager, Bohemia Suites & Spa

The results

7min on average spent on the application per guest

➤ Automated e-mail campaigns sent pre-stay in 2023 have an 89% open rate, 67% click rate and 51% response rate.

➤ Thanks to LoungeUp, Bohemia Suites & Spa generated up to €2,000 per month by sending out campaigns before the stay.

Discover Bohemia Suites & Spa


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