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13
Feb
2020
7
min

Success Stories : Playa Montroig Camping Resort

Playa Montroig Camping Resort calls on LoungeUp to digitise its customer relations

The LoungeUp platform has developed a solution dedicated to the outdoor accommodation industry: Tipiz. This platform helps campsites to enhance guest experience and facilitate the daily life of campsite teams. The Playa Montroig Resort in Spain has decided to use this solution to offer its clients a more fluid experience and liven up their stay, while reducing the pressure on its operational teams.

About Playa Montroig Camping Resort

Playa Montroig is a 35-hectare, five-star campsite-village located about 100 kilometres from Barcelona and equipped with an 850m2 aquatic area, a 300m2 heated swimming pool, two restaurants, five bars, six playgrounds, and an open-air theatre. It offers an ideal location with a 12 km coastline of beaches and coves.

“We decided to use LoungeUp, a 100% customisable application.”

After initially trying to develop a mobile application in-house, the Playa Montroig Resort team ultimately decided to turn to a specialised software.

It was particularly important for us to be able to communicate our programme of activities and schedules, and to be able to chat with guests to promote our services and receive booking requests. And for guests, to be able to easily report incidents to us.
- Alejandro Giménez, General Manager

User autonomy

Right from the start, the sales and technical teams [at LoungeUp] were very involved in understanding our business and offering all the available services, even improving certain points. They were always available and very efficient. - Alejandro Giménez, General Manager

It is important that teams are comfortable with the tool in order to get the most out of it. Training of the operational teams is essential to help them understand the full capability of the solution and to help them utilise it effectively.

Our strategy was clearly to train our teams to be self-sufficient. LoungeUp was always available to implement the solution, and we always felt supported.

A highly intuitive solution

To optimise its use, the platform used by the operational teams must be user-friendly and stable. The aim is to facilitate exchanges between the campsite and holidaymakers, not to make them more complex! The technology increases team efficiency via automation (for example sending messages according to reservation dates) and allows ultra-precise personalisation of content offered to the client such as messages, recommendations, activities, services, and promotions according to the data collected before the stay.

The solution is very intuitive, allowing us to create our own automated campaigns, send personalized messages and track user activity.

How to improve the guest experience?

Personalising customer relationships is extremely effective in improving their experience. It makes guests feel supported and valued. Before questions arise, campsite teams can assuage customers of their worries with all the required information in personalised messages.

To do this, with the help of the CRM integrated into the LoungeUp platform, the Playa Montroig Resort uses the customer data retrieved upstream to personalise its mailings to holidaymakers:

Right from the start, we tried to segment by type of guest to offer a more personalised experience (families, senior citizens, etc.) and to propose adapted services. This has increased orders for services such as the Spa, and enabled us to better plan our teams and improve service quality.
- Alejandro Giménez, General Manager

Camping Playa Montroig’s best practices

Content personalisation

The application presents different services and advertisements if the customer logs on before or during their stay. The customer isn’t bothered with campsite rules or swimming pool wristbands functionality before their arrival, but rather how to reach the campsite and what time their dinner reservation is. On the other hand, when on-site, they are interested in being explained how to connect to the internet, they are offered activities around the campsite or they are reminded of the next activity.

The fluidity of use

The customer does not need to identify themselves, they can access their customer portal with a web link sent by e-mail before their stay. Thus, they can easily access an adapted interface without having to retrieve a login and password or booking confirmation.

Activities offered

With a spa, 6 restaurants, 11 bars, 2 discos, and numerous sports facilities, the holidaymaker could quickly get lost in the vast offer proposed by the resort. The customer portal is useful for listing available options that correspond most to customer expectations. Tennis, ping pong, mini-golf, petanque, diving, paddle, hiking, cycling, gym, … the only difficulty the sporting guest has is which to choose! And if they are not satisfied with the campsite’s offer, the application also offers ideas for excursions and events around the campsite.

Key Figures

  • Implementation time: 1 month
  • 40% of guests download the application before their stay
  • 86% of usage is on the native application (downloaded to the smartphone)
  • 23,260 sessions (2019 season)
  • 1275 messages sent by guests in the chat room

A Word From Our Clients

Camping Playa Montroig records very high usage statistics that confirm the appetite of its customers for the solution. Around 40% of customers download the application before their stay, which is a major proportion of customers who are already familiar with the campsite and are therefore more likely to be comfortable with the teams during their stay.

We have received very good feedback on its usefulness, and the Reception satisfaction index has increased by 8 points. With guests now better informed, they are making fewer visits to reception, leaving the teams more time to improve the management of reservations, incidents and the general experience!
- Alejandro Giménez, General Manager


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