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27
Nov
2023
7
min

Success Story: Riviera Villages / Rivages Collection

Introducing Riviera Villages and Rivages Collection

Riviera Villages offers exceptional holidays in three vacation villages located on the Côte d'Azur in the heart of the Gulf of Saint-Tropez. Each one offers accommodation for up to 6 people in a unique setting:

  • Prairies de la Mer, Port Grimaud, 338 accommodations
  • Kon Tiki, Plage de Pampelonne, 331 accomodations
  • Toison d'Or, Plage de Pampelonne, 259 accommodations

Collection Rivages is a selection of five new-style open-air hotels that advocate disconnection, simplicity and the joys of nature. Inspired by the landscape and territory in which they are rooted, their accommodations are set in exceptional destinations and can sleep from 2 to 6 people:

  • ‍Rives d'Arc, in the heart of the Ardèche Gorges, 208 accommodations
  • Le Phare, on the Ile de Ré, 189 accommodations‍
  • Salines, on the Giens peninsula, 166 accommodations‍
  • Sauvage, on the Quiberon peninsula, 161 accommodations
  • Les Maritimes, in the Landes at Seignosse, 109 accommodations

The group is also equipped with the following software:

Results with LoungeUp 📈

  • Around 90,000 users on the app (2022 season)
  • Up to 92% open rate for pre-stay e-mails
  • 870 customer messages received per month (peak season)

The project with LoungeUp

Riviera Villages is a high-end outdoor hotel brand that was looking for a solution to enhance the quality of their guests' stay and experience. Their main aim was to improve the guest experience and inform guests effectively about all the entertainment within their vacation village, all the tourist activities in the surrounding area, give ideas for walks and tourist routes, and generally facilitate digital communication.

The solution is in line with our move upmarket in the guest experience. Its ultra-personalisation capabilities and easiness of use are what convinced us.
- Lambert Lloret-Bavai, Head of Marketing

Good practices at Riviera Villages ⭐️

✧ An ultra-worked guest portal with harmonious, aesthetically pleasing visuals‍
✧ A comprehensive, precise list of activities and recommendations, for all tastes and in 5 languages
Multi-channel, coordinated guest communication: e-mail/SMS/WhatsApp/chat

For us, it's important to communicate efficiently with our guests to ensure they have the best possible stay. Our vacation villages are brimming with activities and events, with numerous options to suit the tastes of each and every one of our guests. LoungeUp enables us to make our service offers more accessible, to enhance guest communication and to meet our guests' needs at every moment of their stay.
- Karine Lejeune, Communications Manager

☑︎ Offer guests a multilingual travel guide 💱

Riviera Villages offers its guests a genuine tourist guide with all the information and services they need. This guest portal is accessible to guests on their mobile, tablet or computer in web format or in a native mobile application. It enables guests to access information even from outside the village.

Whether it's information about the stay to guide guests:

  • How to contact reception (chat, e-mail, telephone, etc.)
  • How to get here
  • Access to e-check-in and guests accounts
  • Arrival and departure procedures
  • Concierge services

Or the on-site facilities:

  • Bars and restaurants
  • Swimming pool, spa, fitness studios, sports coaches
  • Shops: grocery store, bakery, hairdresser, newspaper shop, launderettes, photography studio, boutiques...
  • Domain map

The entire guest portal is available in five languages to facilitate communication with guests:

  • 🇫🇷 French
  • 🇬🇧 English
  • 🇩🇪 German
  • 🇮🇹 Italian
  • 🇳🇱 Dutch

☑︎ Managing guest multi-channel communication 💬

The group has programmed automated communications between booking and arrival to keep guests efficiently informed.

  • A reminder of reservation details
  • Highlighting the guest portal for ordering services, accessing recommendations, etc.
  • Season's events
  • Access to the village by car
  • A message to wish safe travels
  • Departure reminder

Each hotel is available on different complementary communication channels: e-mail / SMS / WhatsApp / Chat on the app 💬

We are one of the first establishments to have set up communication on WhatsApp with LoungeUp. This channel allows each of our villages to be available to our guests on an application they use every day, but also to improve their comfort and the level of guest service, while ensuring a personalisation that increases satisfaction considerably.
- Lambert Lloret-Bavai, Head of Marketing

The use of these channels is complementary to avoid overloading the guest and to meet their expectations:

  • E-mail is preferred for pre-arrival information summaries
  • WhatsApp for announcements, reminders, important information
  • SMS can be used for customers without a WhatsApp account
  • Chat on the app is more suited to exchanges on entertainment but is also a direct contact with reception and concierge services.

☑︎ Promote activities in and around the site 🗺️

The added value of Riviera Villages and Collection Rivages is the quality of the list of activities on offer, hence the importance of making it available to guests in their own language:

  • Club animation: registration, tournaments, outdoor activities...
  • 🎾 Tennis Academy, Padel tennis
  • 🚲 Bike ride
  • ⚽️ Football Academy
  • 🥾 Hiking
  • 🏊 Swimming
  • 🤿 Diving school
  • 🌊 Water sports
  • 🏹 Archery
  • ⛳️ Golf
  • 🚣 Canoeing / Kayaking...

The group has put together a very appealing programme of trips to the surrounding area, which gives guests plenty of ideas for planning their days out:

  • ⭐️ Must-sees
  • 🍋 Local markets
  • 🏖️ Beaches
  • 🚶 Excursions, walks and bike rides
  • 🥾 Hiking trails with GPX tracks and information (altitude difference, journey time, level of difficulty, etc.).
  • 🪨 Caves to visit
  • 🍇 Wineries, ...

☑︎ Inform guests about the entertainment programme 📆

The group organises numerous events in its vacation villages. To ensure that guests don't miss out on the activities that interest them, the group has set up several themed diaries:

  • 🎬 Open-air film screenings
  • 👟 Sports sessions: Yoga, Aqua aerobics, Mountain biking, Archery, Core and Abs, Petanque/boules, HIIT, Paddleboarding, Weightlifting, Table tennis, Badminton
  • 🍼 Entertainment for babies: discovery, painting, ...
  • 🎲 Activities for children: Workshops, Superhero game / Battleships / ..., Dance, Theatre/musical productions, Sculpture, Balloons...
  • 🤙 Teen activities: Water Pong, Trivia Games, Giant Bubbles, Kayaking, Bowling, Pool Party, Tournaments, Dance initiations...
  • 🎶 The evening's entertainment : Live band, concert, dj set, ...

☑︎ Facilitate departures and arrivals

Effectively informing guests about arrival and departure procedures is the best way to ensure that rush times for arrivals and departures are optimised and run smoothly for both guests and teams

Guests are informed about what they have to do and are less preoccupied with managing their departure. 

Departure is a key moment in the stay, as it's the last impression left by the hotelier, so it's important to pay as much attention to it as to arrival. 

The results 📈

✧ 50,000 users over the 2022 season - Prairies de la Mer
✧ 9,525 users over the 2022 season - Rives d'Arc
✧ 20,000 users over the 2022 season - Kon Tiki
✧ 10,000 users over the 2022 season - La Toison d'Or
✧ Between 82% and 92% open rate for e-mail campaigns sent pre-stay
✧ 870 messages sent by customers per month

For your next holiday in the Gulf of Saint-Tropez:

Or in other remarkable places in France:

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