Introducing Fabulous Hotels

Fabulous Hotels is a hotel group comprising 3 establishments located near the Disneyland Paris Parks. With 1185 recently renovated rooms, the group welcomes its guests into a fairytale atmosphere with different worlds:

• The magical Dream Castle  🦌
• An immersion into the fantastic world of the Grand Magic Hotel ✨
• Pirate life and the world of exploration at the Explorers Hotel 🏴‍☠️

The Dream Castle Hotel is inspired by fairytale castles. It offers an enchanting setting with rooms decorated in a fairytale style, where nature has invaded the premises. The hotel offers two restaurants, a bar, a children's playground, an indoor and a new outdoor pool, a wellness center and easy access to the Disneyland Paris parks. It's the ideal place to immerse yourself in a magical world, with a majestic and enchanting setting.

Rooms at the Dream Castle Hotel immerse guests in a delicate vegetation populated by fantastic animals, combining both comfort and charm. Every detail has been carefully thought out to immerse you in the atmosphere of a castle, with features such as four-poster beds, tapestries, murals and typical furniture.

The recently renovated Grand Magic Hotel is Europe's first immersive hotel. It offers a world of magic and enchantment, transporting guests into a fantasy world from the moment they arrive. Its distinctive architecture and décor create a magical, captivating atmosphere. Rooms are decorated with stars and constellations, with the moon changing light and intensity, offering the perfect blend of comfort and enchantment. This hotel is the ideal place to plunge into a marvellous universe and enjoy an unforgettable experience, in harmony with the magic of Disneyland Paris.

The world of Hotel Explorers is all about adventure, immersing guests in an explorer's atmosphere from the moment they arrive. The themed rooms offer the perfect comfort to unwind in after a day of adventure. The hotel also offers a variety of facilities and services to make your stay enjoyable, including an Aquapark and playgrounds that make this hotel a children's paradise. It's the ideal place to live an exciting experience and explore new horizons.

The project with LoungeUp

Harmonise guest communication 🏰

It's important for the group to establish consistent, harmonised communication between the different phases of the stay . That's why the group opted for LoungeUp, in order to control all points of contact throughout the guest journey. Harmonising guest relations is also important for building loyalty among the large number of indirect guests, to ensure that their stay lives up to their expectations and to encourage them to return to another of the Group's establishments or to recommend the hotel.

The image of each hotel is strong and distinct, so it's important for the hotel group that each establishment immerses its guests in its own world.

Our group pays great attention to the details presented to guests. It was therefore important for us to opt for a solution that would allow us to transcribe the unique universe of each establishment and personalise the communications sent to each guest.

- Linda Dy, Marketing & Communications Manager, Fabulous Hotels

The solution's personalisation features enable establishments to convey the brand's universe, so that guests anticipate their stay even more.

LoungeUp allows us not only to adapt the guest journey to the characteristics of the establishment, but also to adapt to the preferences of each individual guest. Pre-stay interactions immerse guests in the world of their hotel, even before they arrive.

- Linda Dy, Marketing & Communications Manager, Fabulous Hotels

Adapt guest reception and optimise operations 🦢

Prior to the stay, the group collects important information from guests to organise arrivals more efficiently and adapt the welcome:

• Phone number
• Arrival / check-in time
• Reason for stay
• Room view for room allocation
• Reminder of hotel address on the day of arrival

Guests are very reactive before their stay, as they want information about their stay and are inclined to prepare their arrival so that it goes as smoothly as possible.

✤ Average email opening rate before stay: 83%.

Generate more additional income 🍁

Offering guests extras is not just about increasing hotel sales, it's also about personalising their stay, enhancing the quality of their experience and tailoring their stay to their needs.

So far, two e-mail campaigns have been configured and are already generating high upselling. The timing is as follows:

1. An initial e-mail sent 5 days before arrival, generating 50% of the upsell.
2. A second follow-up e-mail sent 2 days before the guest's arrival, generating 50% of the upsell.

Among the options available to the customer: Garden / pool view 🌳, Adult / child dinner 🍽️, Adult / child birthday package 🎂, Tickets for nearby activities: Sea Life Aquarium... 🐠

The solution enables us to generate a substantial level of upsell, while improving guest satisfaction. We still have other means at available to us to improve our retention by encouraging guests to return to our establishments.

- Linda Dy, Marketing & Communications Manager, Fabulous Hotels

Promote the establishment's services 👑

The guest portal, used mainly during the stay, brings together all the hotel's information and services to ensure that guests have the best possible stay:

• Room Directory, Eating out, Spa, Swimming pool, Local tourist recommendations ...

The results

✤ 1100 pages viewed on average per user
✤ 5 minutes average time per session

Offering an exceptional experience ✨

By setting up a carefully personalised and harmonised guest journey for all its guests, the Group offers a top-notch guest experience.

The solution takes the guest experience up a notch, enabling us to maintain the magic of the stay. In a few words, the solution offers numerous possibilities for scalability and perfecting the guest experience.
- Linda Dy, Marketing & Communications Manager, Fabulous Hotels