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The client

Nestled in Costa Rica's lush tropical landscapes, The Westin Reserva Conchal, an All-Inclusive Golf Resort & Spa, is a top-tier resort known for its commitment to luxury and excellence in guest experiences.

The property, part of Marriott International, features 400 rooms and an exceptional culinary offering, including seven on-site restaurants.

Under the leadership of General Manager Hernán Biganhi, The Westin Reserva Conchal has become an example of how innovative technology can be efficiently integrated into hospitality to optimize operations, improve guest satisfaction, and foster sustainability.

 

4

Boutique hotels in the Colombian Northern Caribbean

57

Rooms

+8K $

Average sales

400

Available rooms

40.000

dollars saved per year on paper

50%

increase in cabana reservations upon implementing STAY

The challenge

They needed a streamlined and intuitive digital reservation system

Before implementing STAY's guest technology, The Westin Reserva Conchal faced several challenges that affected both guests and staff. With an average occupancy rate of 90% and around 900 guests daily, managing reservations and ensuring a seamless experience were complex tasks.

Hernan Biganhi states:

"The resort relied on traditional methods for restaurant reservations, such as phone calls and in-person visits to the reception, which put pressure on hotel staff and resulted in long waits and an improvable guest experience due to delays and the need for guests to move around."

This analog system also made managing restaurant schedules difficult, especially when last-minute changes were needed due to private events or fluctuations in the number of diners.

"Adjustments had to be made manually, which caused inefficiencies and limited the ability to respond quickly to guests' real-time needs."

Moreover, Hernán Biganhi believed that the resort could eliminate paper use and save thousands of dollars in the process.

"I was convinced that, aside from social demands, people prefer to have all the information on their smartphones. We aimed to eliminate paper, which is neither operationally nor economically efficient."

Faced with these operational challenges, The Westin Reserva Conchal sought a solution that would not only streamline its processes but also enhance the guest experience.
The Solution

STAY was chosen for its ease of use for guests and staff and its ability to enable all services on the clients' smartphones

STAY stood out as the ideal option due to its digital platform.

"The key was its simplicity of use for guests and staff; it is a robust and flexible solution. The Restaurant Reservation System played a key role in this transformation. It was essential that the staff felt comfortable using the CRM and that it was easy for our employees to adopt."

The software provided an intuitive interface that enabled restaurant managers to visualize table layouts, make adjustments effortlessly, and respond quickly to guest needs.

"We chose STAY because it allows us to eliminate almost all paper. The tool makes premium services visible, and we were confident in an increase in revenue and bookings. Weekly schedule changes due to occupancy or private events are now manageable and easy to implement. When it comes to managing restaurant reservations, the flexibility STAY gives us made even the most complicated changes, like combining tables or setting up special dinners, simple for the floor manager to execute."

The General Manager of Westin Reserva Conchal's thesis proved correct. The results were immediate.
The Results

The revenue from premium services increased by 40%, they saved $40,000 a year on paper, and cabana bookings skyrocketed

The implementation of STAY has brought significant improvements to The Westin Reserva Conchal.

"One of the most notable outcomes has been the change in how guests make their reservations, with 60% choosing to book directly from their smartphones. This shift has eliminated the need for unnecessary waits and trips to the reception, enhancing the overall guest experience and allowing our staff to focus on providing more personalized service, now being less occupied."


The resort has also experienced a significant increase in revenue from services offered through the app, as explained by the property's General Manager, Hernan Biganhi:

"We have quantified the increase in sales of premium services like romantic dinners and spa treatments, ranging from 30% to 45% thanks to STAY, depending on occupancy. Following its implementation, STAY has resulted in a 50% increase in cabana bookings. It's a spectacular result."

Instant Feedback has allowed the resort to gather real-time guest satisfaction feedback, facilitating the rapid resolution of issues and preventing potential negative experiences.

Thanks to the consumption and behavior metrics provided by STAY, the resort has uncovered interesting trends in guest preferences.

"For example, it was observed that pickleball court reservations were more popular than those for tennis, leading to the decision to build a new pickleball court, an investment backed by solid data. It's just one example, but now we have better insights to make better decisions."

Another notable achievement of the resort has been its contribution to sustainability by reducing paper use.

"Before STAY, the resort printed approximately one sheet per guest per day, in addition to menus and other materials. This added up to a total of 300,000 sheets of paper per year, equivalent to 1.5 tons of paper. We save $40,000 a year with STAY by eliminating a significant amount of paper."

“STAY has resulted in a 50% increase in cabana bookings. It's a spectacular result from an operational and revenue perspective."

Hernán Biganhi, General Manager

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