Glen Oaks Big Sur
captured an additional $851,197 in additional booking revenue since leveraging Google Hotels' free booking links in November 2021.
Background
Glen Oaks Big Sur is a boutique hotel in Big Sur, California, featuring 33 guest rooms, including standard rooms, cabins, and a two-bedroom house. Known for its remote, scenic location, the hotel also has an on-site restaurant and a sister property, Hidden Valley Inn, both utilizing rezStream’s services. Melissa Morris, the GM, has successfully managed these properties and oversees their reservation software and booking engine solutions.
The hotel aimed to enhance guest experiences and streamline operations. rezStream's comprehensive software solutions offered an ideal match for their needs, facilitating smooth transitions and improved management of reservations and guest services.
Challenge: Reporting + Visibility + Direct Bookings
In 2018, Glen Oaks Big Sur faced a crisis when their current reservation system provider ceased operations (RezOvation), necessitating a quick switch to a new system. They initially chose another provider, but the experience was unsatisfactory due to poor customer service and inadequate reporting capabilities, which frustrated Melissa and her team.
This dynamic added to the dissatisfaction and urgency to find a more reliable and better suited technology partner. The pressing need for a smooth transition and a property management system that met their reporting needs without bias led Melissa to reconsider their options, ultimately driving them towards rezStream after thorough research and recommendations.
Solutions
After reevaluating their options and being impressed by their positive industry reputation, high touch and personalized service, and comprehensive suite of lodging solutions, Glen Oaks Big Sur partnered with rezStream. The integration of rezStream’s Cloud PMS with third-party services like Google Hotels provided seamless operations and improved efficiencies.
rezStream’s user-friendly interface and robust reporting capabilities, including a favorite occupancy report, addressed their previous frustrations. Personalized support, quick issue resolution, and the ability to handle group bookings effectively were significant improvements, enhancing both guest and staff experiences.
To Address
- Inadequate reporting
- Poor customer service
- Third-party integration issues
- Difficulty managing group bookings
Results
Switching to rezStream brought immediate benefits. Melissa appreciated the smooth integration and the ease of use of the new system. A state of the art booking engine and automated email delivery saved time, reducing manual tasks significantly! Enhanced reporting capabilities, including the occupancy report, provided valuable financial insights, aiding better management and satisfying their accountant’s requirements.
Since leveraging Google Hotels' free booking links in November 2021, Glen Oaks Big Sur has captured an additional $851,197 in additional booking revenue. Furthermore, having Google Hotels fully integrated with the rezStream property management system (PMS) facilitated efficient handling of reservations and guest information, contributing to smoother operations.
The efficient support from rezStream’s team, including the creation of custom reports, showcased their commitment to customer satisfaction. Melissa highlighted the reduced error rates and smoother operations as key improvements. Overall, Glen Oaks Big Sur experienced better operational efficiency and a noticeable increase in guest satisfaction due to more reliable and user-friendly systems.
Long-Term Vision
Melissa envisions further enhancements in their use of rezStream Cloud, particularly around the excitement for a recently expanded POS solution, allowing charges for miscellaneous purchases to be invoiced with the room for added convenience. Addressing minor customization needs, such as differentiated cancellation policies, will further improve user experience.
Continued collaboration with rezStream is anticipated, with a focus on evolving solutions to meet growing needs. Melissa values the partnership's stability and consistent support, which remains essential for their long-term success.
The commitment to maintaining high standards and adapting to future demands ensures a prosperous partnership, enhancing both guest experiences and operational efficiencies.