TBC Hotels increase guest satisfaction and revenue using Mews
The US group’s independent properties opt for Mews to offer more flexibility to guests and deliver authentic hospitality powered by smart tech.
TBC Hotels customer story
Guests check in online
1 in 4
At the Poppy Georgetown
Automated payments
100%
Success rate
Guests average spend
$77
On add-ons and upsell
About TBC Hotels
As part of The Bernstein Companies, TBC Hotels has an extensive and rapidly growing portfolio that includes brands from leading hotel companies like Hilton and Marriott, as well as independent properties throughout the United States. Some of the most popular ones are Block Party Hotels in Dewey, which offer coastal hospitality, and The Poppy Georgetown, a luxury boutique inn with individually curated rooms and a club-style lounge. TBC Hotels received consecutive Washington Post Top Workplace Awards in 2018, 2019 and 2020.
“We always say that vacation should be a celebration, and Mews makes it easy to deliver on that promise. With the repetitive tasks out of the way thanks to automation, the team has more time and energy to curate a more elevated guest experience.”
Automated payments that maximize revenue
Challenge
To maximize their revenue, TBC Hotels wanted an automated solution for managing a seamless guest experience that would make it easy for guests to pay and for their staff to process payments.
Solution
By embracing Mews Payments, TBC Hotels lets their guests pay quickly and securely throughout various touchpoints. Payments can be completed at the time of booking, during online check-out, or taken onsite during the stay. TBC Hotels can send payment requests for any remaining charges with just one click. Mews Payments transactions meet the highest security protocols while staying fast and frictionless for everyone involved.
Result
• 100% automated payments success rate
• 100% booking engine pre-payment success rate
More direct bookings equals more upsells
Challenge
For hotels, the high visibility offered by OTAs comes at the cost of high commissions. Direct bookings are the most cost-efficient way of driving ancillary revenue.
Solution
Besides ensuring a smooth and consistent guest journey, Mews Booking Engine significantly increased direct bookings for TBC Hotels. Selecting add-ons such as champagne and pet fees is a breeze, leading to higher revenue and increased guest satisfaction. And with a quarter of guests completing online check-in, front desk staff finally have more time to engage with guests in a more personable way.
Result
• Guests spend an average of $77 on add-ons and upsell
• 25% online check-in rate for The Poppy Georgetown
• 4.2% booking engine conversion rate (industry average for independent hotels is 3.3%)
“Going digital is the only way forward. Sparing guests and staff from tedious admin like check-in and payments opens up the space for authentic hospitality, which is all about building meaningful connections.”
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