CASE STUDIES & CUSTOMER RESULTS

Village Hotels

Village Hotels

Village hotels has 28 hotels, mainly located on the outskirts of large towns and cities within England, Wales and Scotland. Hotels are mid-sized (110 – 160 rooms) and operate at the luxury/lifestyle end of the market.

Main Goals:

Village Hotels was looking for a up-selling solution which is fully automated with their PMS. The main goal was to up-sell guests to their higher category Club Rooms from the often overbooked standard rooms. They also wanted to offer their guests the option to purchase additional services (such as meal plans or early arrival/late departure) shortly before their guests’ arrivals to enhance their stay experience.

Key Results:

We are overwhelmed by the success of UpsellGuru for our properties. Up-selling and cross-selling revenue surpassing GBP 50.000 per month in pre-arrival upselling and cross-selling revenue was beyond expectations.

Rob Paterson, Commercial Director Of Village Hotels (U.K.)
Cameron House

Cameron House

Cameron House is a 132 rooms 5 star luxury hotel set on the iconic banks of Loch Lomond in Scotland which offers an award winning Spa & championship golf course.

Main Goals:

Cameron House offers with their 9 different room types and Suites, five exceptional dining options and a Spa a lot of up-selling and cross-selling opportunities. The goal was to offer a luxury treatment to their guests already days prior to their arrivals and significantly increase up-selling revenue and pre-booked extra services.

Key Results:
Stare Miasto Hotel

Stare Miasto Hotel

Aparthotel Stare Miasto is situated in the centre of Kraków’s Old Town and features 23 spacious modern apartments.

Main Goals:

Due to very limited room availability, the hotel mainly focus on selling breakfast to guests who booked room-only rates, city tours and room amenities.

Key Results:
ICMI Collection

ICMI Collection

The ICMI Collection is a hotel management group in Scotland with renowned hotels such as the Cromlix, Greywalls, Rocpool Reserve and Inverlochy Castle Hotel in their portfolio. UpsellGuru is currently working with 8 of their properties. The hotels are all in the luxury segment with 9 to 24 rooms in size (138 rooms in total).

Main Goals:

ICMI Collection was looking for a fully automated pre-arrival solution. The main focus was to sell breakfast and room amenities such as Champagne, strawberries, chocolates, flowers, etc as a pre-arrival service. Although availability is very limited, the hotels are also offering room upgrades to their Suites.

Key Results:
BYD Lofts Boutique Hotel

BYD Lofts Boutique Hotel

BYD Lofts is a 20 room hotel with luxury apartments, located in the heart of Patong Beach in Phuket. The hotel is one of the best rated hotels in Phuket and #1 on TripAdvisor in Patong Beach.

Main Goals:

BYD Lofts is a small and very busy hotel with limited availability. The main goal was to specifically target guests staying on certain dates where their 100 sq meter apartments were still unsold. By up-selling the guests and reselling the freed up room, additional booking revenue was also achieved.

Key Results:

The UpsellGuru software is doing a great job in up-selling our guests, specially to our Suites. It allows us to quickly react to unsold rooms or cancellations shortly before a guest’s arrival.

Up-selling is easier than selling to new customers
and it helps your hotel grow quickly.

The probability of selling to a new prospect is 5-20%.
The probability of selling to an existing customer is 60-70%.

( Marketing Metrics: The Definitive Guide to Measuring Marketing Performance )