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About Emerald Stay
Emerald Stay operates a collection of premium chalets, homes and villas across the Alps and Marrakech. Their properties are managed on long term leases on behalf of private owners and rented to guests with the highest standards of quality and service. Multichannel booking options, tailored customer attention, digital concierge, and top-of-the-range hotel services are all part of Emerald Stay’s premium offering.
The smart use of technology is one of the company’s cornerstones and the enabler of remote management. Their in-house tech team built a scalable platform that supports their entire lifecycle and allows them to provide a seamless, automated guest experience with an extremely lean operational cost structure. They are experts at handling all aspects of the rental process, from check-in and payments to continuous communication with guests, to ensure a luxury experience feel.
No receptionists, no problem
Pain
Emerald Stay manages properties remotely, with no on-site staff to welcome guests for check-in or check-out (although they do have a local team to assist guests during their stays).
Solution
Mews Guest Journey allows guests to check-in and check-out online, with an automated user flow that includes communication and payment. A number of guest management integrations are also available in Mews Marketplace, which can provide even more specialized tools.
Result
• 100% online check-ins and check-outs
• Integration with GuestJoy to enhance contact-free experience
• Integration with Bowo to provide a la carte service and smooth communication during stays
Automated, secure transactions with Mews Payments
Pain
With no staff on-site to take payments, all transactions need to be handled online in a secure and timely fashion.
Solution
Mews Payments allows Emerald Stay to take payments at any stage of the booking journey, in this case before guests arrive. On the day of check-out, any extras such as F&B are automatically cashed in, with no manual input required from the reservation team. Transactions are compliant with 3D-S, PCI DSS and PSD2 protocols, meaning guests have peace of mind when making payments.
Result
• 10 hours per week saved through payment automation
• 100% automated payments
• Fewer manual mistakes
Automated payments and online check-in are unbelievable time-savers for us. It makes the day-to-day so much easier for our reservations team and creates a hassle-free experience for our premium guests.
Dynamic pricing dramatically boosts revenue
Pain
Legacy property management systems have a straightforward way of pricing that doesn’t allow sophisticated customization. Emerald Stay wanted every opportunity to maximize their revenue.
Solution
Through Mews, the team has created one of the most advanced dynamic pricing strategies in the industry. Multiple rates, minimum length of stay and rates restrictions within Mews, in combination with a revenue management tool, channel manager, OTAs and a custom Emerald Stay algorithm, have yielded above-average results for the business.
Result
• 30% more revenue generated compared to any other solution for apartment rentals
• 15% increase in ADR and 12% increase in occupancy year on year, meaning that in only three years, they became the leaders in their home markets
Integration spotlight
Emerald Stay use ten integrations, including a specialized tablet for upselling extra products and services, and a smart business intelligence tool.
Looking ahead
Emerald Stay will continue to build on their vision of providing premium experiences in remarkable destinations. The team’s ambition is to explore more ways of optimizing tools and maximizing revenue, including more tweaks to their pricing model and additional automations to further ease the operations structure.
Further into the future, they’re excited about the potential of the Mews multiple services and time units and remain open minded as to how technology can continue to heighten the guest experience.