Of course, the value of amazing guest experience isn’t only in future bookings off the back of great reviews; it adds a price premium, too. Professional services network PwC found that if a hotel offered a superior experience, customers would pay 14% more for their stay and be more willing to try additional products and services.
That’s why Mews makes it easy for hoteliers to deliver remarkable guest experiences. Whether it’s the contactless check-in appreciated by the tech-savvy business traveler, the high-touch hospitality expected at a five-star resort, or the more nuanced requirements of your VIPs.
If you’re ready to be inspired by five hotels who transformed their guest experiences using our digital solutions, then stick with us. Here are their stories.
Case 1: Making admin disappear at The Chloe, New Orleans
“Could you fill out this form, please?” ask front desk staff thousands of times a year in hotels around the world. Things are a little different at The Chloe, a unique 14-room boutique hotel in the US jazz capital of New Orleans. Instead of check-in paperwork, guests are handed a welcome cocktail and offered a tour of the local music store. It’s just part of how the hotel is using Mews to make admin invisible and elevate the guest experience.
87% of guests check in online at The Chloe, so their details are already in the PMS. And for guests who haven’t checked in online, there’s a magic wand. Not an actual magic wand, but an ID scanner that turns a simple camera into a sophisticated data capture device. Passports are scanned and the details entered automatically into the PMS in just a few seconds. So, there’s either less admin or none at all. (Sorry, admin fans.)
Managing Director Johnny Noonan explains the impact on the business: “As a smaller hotel, we really have the chance to connect with our guests on a deeper level. Mews helps us build those relationships by seamlessly working in the background so that our hospitality can take the stage.”
The result is a guest experience that’s as smooth as a well-blended margarita.
Case 2: Hyper personalized experiences at Gravity Haus in North America
A cookie cutter approach to guest experience was the norm for many decades. It can be reassuring, in a way, to know you’ve had the same experience as the hundred other guests in the hotel that night. But it rarely makes a guest feel special. For that, personalized experiences are key. And thanks to technology, Gravity Haus is taking personalization to a new level.
An adventure lifestyle hotel management and membership club, Gravity Haus has properties across Colorado, Utah, Wyoming and California. Guests and members can access expert-led fitness programs, co-working spaces, and premium gear to explore the surrounding landscape.
With Mews, the team builds detailed guest profiles to better understand individual guests and tailor their customer service accordingly. Plus, automation saves time that can be reinvested in curating special experiences and building loyalty.
Ryan Krukar, VP of Sales and Marketing, explains: “Mews enables us to capture so much information about guests before they arrive, so our customer service team can put together unique touch points that are very much appreciated.”
Case 3: More agile staff at WestCord Hotels, Netherlands
In the 1980s, mobile phones revolutionized our ability to communicate more freely. In the 2010s, a similar revolution happened for hotel staff: cloud-native technology. Technology that makes it possible to access your hotel’s PMS securely from any device, anywhere.
Equipped with this new capability through Mews, WestCord Hotels, a chain of 15 properties across The Netherlands offering hospitality since 1968, have swapped the traditional front desk computer for more agile working practices.
Front-of-house staff are no longer chained to their computers. Instead of standing at desks, they can invite guests to sit somewhere more comfortable to check in. And instead of long lines during peak times, staff can check guests out from anywhere at any time.
Frank Tuhusula, General Manager at WestCord Fashion Hotel, describes how much more mobile he can be now the hotel uses Mews: “On a busy check-out day, I can walk around at breakfast, greet people, talk to them and then settle their bills on my phone immediately, right before they have breakfast or right after they have breakfast. Guests love it because they don't have to wait in line.”
For guests at WestCord Hotels, long waits at front desks are a distant memory of how hotels used to be.
Case 4: Modern processes for tech-savvy guests at 9Hotel Collection
Guest expectations are evolving. Today’s traveler, with their highly developed taste for instant gratification, wants to breeze through booking in a few taps. And it’s vital that hospitality businesses respond to stay competitive.
Luxury boutique hotel brand 9Hotel Collection have properties across Europe and have observed the same trend: many guests expect to be able to do most tasks related to their reservation digitally. 9Hotel Collection needed a PMS that could power smart technology to suit their modern clientele.
According to Head of Sales and Revenue Management Romain Stern, “Our guests expect everything to be convenient, from booking to check-in to departure; Mews allows us to meet these expectations while also streamlining our own operations.”
With Mews Guest Experience, 9Hotel Collection offers guests a seamless digital journey. They can check in and out online, customize their stay, use the virtual concierge, and even unlock their room with their phone. It’s the frictionless experience that tech-savvy, convenience-addicted guests are looking for.
Case 5: Award-winning guest communications at Pluimpapaver Hotel & Glamping, Belgium
Great guest communication is the glue that holds a successful stay together. The right message at the right moment makes guests feel seen, heard and valued and even has the power to boost revenue and build loyalty. So, it’s worth perfecting.
Since switching to Mews, upscale bohemian retreat Pluimpapaver Hotel & Glamping have upped their communications game. In fact, in 2023, they won a local Belgian tourism award for it.
What makes their digital communications stand out? For starters, the customizable online chat facility via Mews Virtual Concierge supports multiple languages and enables staff to answer guests’ questions instantly. Plus, it’s app-free which makes guest engagement much higher. But that’s not all that impressed the award judging panel.
They also highlighted seamless payment communications throughout the guest journey. Extra purchases can be made during online check-in, a settlement email is automatically sent after check-out, and staff can request payments via email in just one click. It takes payment processing out of the guest experience equation making interactions with staff more personable and less transactional.
Want to find out how Mews can help you elevate your guest experience?
Looking for the customer stories in full? You’ll find all the links below.
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