Berry Springs Lodge
Seamless integration through rezStream's "Open API"
Background
Berry Springs Lodge, nestled in the Smoky Mountains, was established 24 years ago by Patrick and Sue Eisert. The 13-unit lodge, set on 33 acres, offers fishing ponds, hiking trails, and a luxurious, five-star-like experience, catering exclusively to adults.
In 2022, Justin Gabriel and Trae Robrock acquired the lodge, maintaining its legacy of luxury and exceptional guest service. They focused on continuing the lodge's high-end, guest-centric philosophy and enhancing the overall guest experience with top-flight property management solutions.
Challenge
Upon taking ownership, Justin and Trae needed to evaluate all existing software systems to ensure they met their updated operational needs. They required a reliable Property Management System (PMS) that was user-friendly for their non-tech-savvy staff.
The new owners sought a PMS that integrated seamlessly with other essential tools and provided robust support and training. Patrick had been using rezStream for years, but Justin and Trae needed to reassess its suitability.
Their goal was to find a system that could manage reservations, operations, and guest communication efficiently while ensuring staff could easily adapt to the new technology.
Solutions
After a thorough review of various PMS options, including ThinkReservations and HotelKey, Justin and Trae found rezStream to be the best fit. The platform's simplicity allowed staff to manage reservations and operations with ease.
rezStream's “Open API” allowed for a seamless integration with their software, Comfortly, and other third-party tools like MyAllocator and Akia (guest text messaging). This integration ensured a smooth workflow and enhanced guest communication while rezStream’s support team provided exceptional assistance during the transition.
To Address
- New ownership
- Difficulty training staff
- Data transfer issues
- Third-party integration needs
- User-friendliness
- Support availability
Results
Continuing with rezStream proved highly beneficial for Berry Springs Lodge. The platform's ease of use allowed staff to handle data transfers and system setups smoothly. The booking engine and occupancy map (tape chart) enabled effective monitoring and planning, significantly improving operational efficiency.
The lodge experienced a notable increase in guest feedback, thanks to rezStream's integration with Akia for guest text messaging. This facilitated more candid guest communication, enhancing overall satisfaction. The streamlined workflow also contributed to better capacity planning and promotion management.
These improvements helped Berry Springs Lodge maintain its high standards of guest service, ensuring guests enjoyed exceptional experiences. The lodge's ability to integrate essential tools seamlessly with rezStream, including Shift4 (credit card processing), Google Hotels (meta search advertising), rezRecover (booking abandonment), Akia (text messaging), and Comfortly (housekeeping), played a crucial role in sustaining its reputation as a premier adult-only retreat in the Smoky Mountains.
Long-Term Vision
Looking ahead, Justin and Trae aim to enhance the lodge's booking engine design, ensuring a seamless user experience from the website to the booking process. They value rezStream's reliability and support.
Their focus remains on leveraging rezStream's features and responsive support to maintain high standards of guest service. By doing so, Berry Springs Lodge is well-positioned to continue delivering exceptional experiences.
The lodge aims to sustain its reputation as a premier adult-only retreat in the Smoky Mountains, ensuring guests have memorable and luxurious stays.