Hotels & Co Group presentation

• Group of two 3- and 5-star hotels
• Location: Réunion

Their technological equipment

• PMS : Mews
• Channel Manager / Booking Engine: D-Edge
• Guest relationship management : LoungeUp
• Operations management : Dmbook (LoungeUp)

Their results 📈

• ➤ 11k€ of additional sales generated on average per month
• ➤ 60k page views on the guest portal (2022)
• ➤ 90% open rate for pre-stay e-mails
• ➤ €60k additional pre-stay sales (2022)

Hotels & Co, a hotel brand located on Reunion Island, is committed to sustainability and customer satisfaction. In addition to its own spa and wellness brand AKEA and its wine cellar Les Caves du PALM, Hotels & Co has two beautiful tropical hotels:

• PALM Hotel & Spa 5* (5*)
• ILOHA Seaview Hotel 3* (3*)

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PALM Hotel & Spa 5* offers a warm, elegant setting to welcome guests in the heart of nature, with the ocean as far as the eye can see, offering a wellness area where quality facilities are complemented by discreet, attentive service.

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ILOHA Seaview Hotel 3* welcomes guests to a lush setting in the heart of a vast tropical garden. The rooms and bungalows offer comfort and flexibility for a simple, authentic stay.

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The project

It's important for us to accompany our guests and be available to them at all times. Our reception is in constant contact with our guests via e-mail before their stay, and thanks to our chat service, we can answer any questions they may have.
- Magalie BOULLERY, Marketing Coordinator, HOTELS & CO

✔︎ Improved communication guest

PALM Hotel & Spa and ILOHA Seaview Hotel contact guest throughout the course, and especially before arrival, to ensure that guest has all the information it needs. 

This also gives guest the opportunity to raise any expectations or questions it may have at the time. 

The group has also programmed a reminder of arrival and departure procedures: reminder of check-in/out times, luggage storage, towels, courtesy room, etc.

✔︎ Customize your route

Pre-stay emails are automatically personalized according to the room booked(deluxe, superior lodge, pool lodge, etc.). Services offered prior to arrival and during your stay are tailored to your room(facilities: swimming pool or not, reception, etc.).

The group asks guest if they are celebrating a special event during their stay and requests details to adapt the service, advice and welcome(birthday, wedding anniversary, proposal, honeymoon...).

The timing of automatic dispatches is differentiated according to the establishment (one day after booking, 10/7/2 days before arrival, etc.) to adapt to the hotel's organization.

Reminders (check-in, service reservations, registration form, etc.) are only sent to customers who have not completed the forms.
- Magalie BOULLERY, Marketing Coordinator, HOTELS & CO

✔︎ Promoting activities and services

Several services are available at guest to generate upsell and improve your stay. These options are not displayed if the guest is not concerned by the service:

• Airport transfer ✈️ : Round trip, choice of airport, schedule, number of passengers, number of bags, flight number
• Car rental 🚗: Vehicle type, rental dates, pick-up location, manual/automatic, GPS, driver, booster/baby seat
• Romantic home 🌹: rose petals, champagne bottle, macaroons, flower bouquet, champagne bottle
• 🥭 F resh fruit plate served in your room on arrival, floating breakfast, cocktails & tapas...
• 🍽️ Upgrade, half-board, table at restaurant, spa treatment...
• Excursions 🚁: Helicopter flights over the island, 4x4 tours, buggy rides...
• Activities 🌋: lava tunnel exploration, canyoning, catamaran cruises, hiking...

These services are offered by e-mail and also on a guest portal available on guests' phones. This mobile and web application does not necessarily need to be downloaded to access the hotel's content. Guests can carry a concierge's guide to Réunion Island in their pocket, and chat with reception if they need to contact the hotel. 

✔︎ Optimizing internal operations

Setting up an online check-in system takes a huge load off the arrival and follow-up teams guest. The pre-check-in form is sent every day in an automated way, adapted to guest. The check-in form( registration form ) is also sent to guest so that guests do not have to sign it on the spot when they are tired and simply want to enjoy their stay.

The guest welcome is thus more qualitative , as the administrative procedures have already been completed. And the guest exchange is more natural and more personalized, in order to gather potential needs and expectations.

The messaging hub makes it easy for teams to communicate with customers via e-mail, chat, WhatsApp, SMS and more. And to avoid forgetting requests by centralizing service orders and check-in information. 

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The results

➤ €11,000 in additional sales generated on average per month
➤ 60,367 pages viewed on the guest portal (2022)
➤ 90% open rate for pre-stay emails
➤ €59,828 in additional pre-stay sales generated (2022)

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