How Barceló Fuerteventura digitized its wellness center and increased revenue by 4X

Barceló was looking for an All-in-one solution to automate the previous on-demand system and increase its visibility

Barceló Fuerteventura Beach Resort offers an outstanding hotel experience with hospitality and excellence in every corner. Thanks to the Barceló App by STAY, guests have instant access to all the resort's facilities. You can make restaurant reservations, request room service, or even order a drink or snack from the pool lounger by scanning a QR code. 

Everything is within reach of the guest's smartphone. However, the resort faced a challenge: bringing this digital experience to its center, Thalasso Wellness, Fitness & Sport, a landmark on the island.

Barceló needed a solution that allowed automatic smartphone reservations for guests and residents and integrated perfectly with the Barceló app by STAY at a lower cost than other digital spa solutions.

Before Spa PRO by Stay, the hotel used an on-demand reservation system. When the client requested treatment through the app, it had to be approved by the Staff. This process generated confusion for the customer because they interpreted the request as a confirmed reservation and went directly to the center.

But now, with an automated and intelligent tool, the Thalasso Wellness, Fitness & Sports Centre, the service visibility is maximized among guests and the local community while operations are streamlined. Vanessa Díaz​, Director of Wellness & Fitness​ at Barceló Fuerteventura Beach Resort, goes further into details.

"The Spa is a service that works very well with our guests, and we needed a solution that would automate treatment and Spa reservations. What was happening? The guest requested an appointment, but it had to be approved by the Staff, depending on availability. It was an on-demand system. And that could generate confusion".

“The spa at the Thalasso center worked very well, but we needed an intelligent tool that managed reservations based on availability, integrated into our Barceló App, had a reasonable cost, and was easy to use.” 

Vanessa Díaz
Director of Wellness & Fitness​

Barceló chose Spa PRO because it met their needs and offered an easy-to-use system for the client and the staff

Barceló analyzed the different solutions and opted for Spa PRO, part of the STAY All-in-one suite. 

The tool offers the intelligence necessary to optimize treatment availability at a competitive price compared to other spa management systems.

Now, the Staff must no longer approve a client's reservation request. If a time is offered for a treatment or service, it is because the system guarantees availability. Additionally, Spa PRO has crucial features to keep everything flowing as desired, such as the configuration of room preparation and cleaning times.
 
On the other hand, as the solution was integrated into the Barceló App, the chain saw that another of its needs was covered: unifying the reservation system for hotel services and improving the guest experience.

Last but not least: the comfort for the Staff, who adapted instantly since the use of the CMS is simple and intuitive, as clarified by Vanessa Díaaz​:

“It was key that Spa PRO was integrated into the Barceló App; an All In One solution. Thus, the guest can do practically everything from their smartphones: reserve a table, order room service, check schedules, or book a treatment at the Spa.” 

The resort manager provides more details:

“You have to make things simple for the guest. Just as important as this was that the STAY Spa system is priced much more competitively than other Spa softwares. The app has the intelligence to combine schedules and therapist skills, and we saw that it would make the life of the guests and the Staff much easier.” 

“Our challenge was to digitize the Spa booking experience, but not just any booking engine would do; we needed one that would adapt like a glove to the particular needs of a hotel or resort.”

Vanessa Díaz
Director of Wellness & Fitness​

With Spa PRO, the resort has increased the income of its spa center by 4x

In just a few months after the implementation of Spa PRO, the results have not been long in coming: the center's visibility among guests has increased, and this greater visibility, combined with exceptional service levels, has led to higher incomes.

In addition, Spa PRO has allowed them to fulfill an aspiration: to offer their services to everyone (guests and visitors) and facilitate reservations from their smartphones. 

Elena Monserrat, manager of the Barceló app in Barceló Hotel Group, emphasizes that: “revenue has multiplied by 4 in the first months.

“We are now implementing it in the rest of the chain, and the initial results are encouraging, not only for the metrics but for meeting the objectives and need that the Thalasso center had for optimal functioning.”

The experience is much more fluid today, given that the solution is no longer on-demand. What the guest/client reserves is confirmed instantly, waiting times are reduced, and Staff operational efficiency is improved. In addition, the system offers a section where the most notable metrics are collected.

After this pilot test, Barceló plans to implement the system in the rest of the chain, as clarified by Vanessa Diaz​:

“Apart from the higher revenue, the Staff have now everything under control since they do not have to approve a guest's reservation, which reduces misunderstandings and avoids cancellations. By being more visible on the home page and integrated into the Barceló App, which offers an enhanced guest experience, the client is more aware of the quantity and quality of treatments available in our Spa. The operations have been streamlined because Spa PRO is designed to understand the specific casuistry of the Spa of a resort like ours.” 

Vanessa Díaz, in charge of the Thalasso Center, continues:

“Our Barceló STAY APP has been implemented across the entire chain, which is crucial given the high turnover and frequent personnel changes in the hotel industry. It's essential for Staff moving between hotels to use the same system seamlessly. Moreover, our Staff are pleased because the CMS is incredibly user-friendly”.

“As the Spa is more visible on the home page and is integrated into our Barceló STAY App, it has increased the revenue by four, thanks also to the fact that with this solution, we can offer our facilities to day visitors.”

Vanessa Díaz
Director of Wellness & Fitness​