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About Wotels HUB Group
Wotels HUB Group has six properties across the Lisbon area in Portugal, primarily hostels but also some apartments. They cater to both large groups and solo travelers, with excellent facilities, trendy design, and a unique social atmosphere.
Embracing technology was always the plan when choosing a property management system. It was imperative that staff would benefit from the reduction of manual tasks, particularly around the booking process, and that guests could be given a seamless, digital journey.
Seamless, connected booking management
Pain
Managing and processing bookings can be a time-consuming task for staff, with manual tasks required across multiple tabs and software.
Solution
Mews Reservation Management provides a single dashboard to manage reservations, with an intuitive timeline that makes tracking bookings simple. Each step of the booking journey is connected, from Mews Booking Engine to integrations with channel manager Siteminder and payments processor Stripe.
Result
• An average of two hours saved per day
• Staff can focus on more important front and back-office tasks
Housekeeping app reliably tracks bed/room status
Pain
Traditionally, housekeeping staff would need to visit or call front desk to confirm whether a room has been cleaned. Sometimes this only happens after the cleaning route is finished.
Solution
The Wotels HUB housekeeping team use the Mews housekeeping app to check the true status of a bed or room and, once they have been cleaned and inspected, can quickly update the status so it’s immediately reflected in Mews Operations.
Result
• Up to 15 minutes saved per cleaning route thanks to instant status updates
• Bed and room availability is updated faster, meaning guests can check-in earlier if required
“Mews allows us to focus on other back and front-office tasks without losing track of our bookings or anything related to them.”
Automating the guest journey
Pain
Guests desire a seamless, connected digital experience when booking their stay and add-ons, and they need more choice when it comes to key touch points like check-in.
Solution
Mews facilitates a smooth guest journey, including online check-in and pre-arrival upselling through an easy connection to the Oaky integration. The Wotels HUB team is also currently installing Mews Kiosks so that guests can perform self-check-in upon arrival at the property.
Result
• Increase in online check-ins, upselling, and guest reviews (thanks to post-stay email)
• Guests receive a clear, effective series of automated emails after booking: a confirmation email, a welcome email with recommendations, upselling and online check-in, and a third email outlining Covid-19 protocols
“We love the fact that Mews is so well connected. It’s so easy to connect to new integrations and this helps us to keep trying things and improving our operations.”
Integration spotlight
Wotels HUB Group use seven integrations, including a guest communication and upselling solution.
FLYR ( Formerly Pace Revenue)
Pace is a multi-property revenue management tool that optimizes bed or room pricing through state-of-the-art machine learning and smart analytics. The integration with Mews has allowed Wotels HUB to increase room revenue by 10% during peak season.
HiJiffy
HiJiffy makes communication with guests fast and easy, with a website chat widget that automatically answers more than 60% of queries. It saves a huge amount of time for Wotels HUB staff and makes interacting with the hostel simple for guests.
Looking ahead
As well as implementing kiosks in their properties, Wotels HUB continue to explore more integrations that will automate the guest journey and make processes even more efficient. The group is also looking to expand and build on their growing customer base.
