Hôtel le Crystal

Hôtel le Crystal
Month-on-month increase in Average Booking Value
Month-on-month increase in Revenue Per Visitor

We were previously working with a different direct booking software provider, but when I came across Triptease I was really interested. I could see that their Direct Booking Platform was more complete, and more user-friendly too.

Malika Amer-Ouali Director of Revenue Management

Focusing on direct

Hôtel le Crystal is an independent five-star property working on driving direct bookings and increasing guest engagement among their leisure segment. Direct bookings have been a major focus at the hotel for over two years, with the revenue management and marketing teams working closely together on strategy and delivery. Hôtel le Crystal was looking for a direct booking platform for their website that would allow them to keep up with the innovations of OTAs and provide a more engaging experience on their website. That’s where Triptease came in.

Promising beginnings

While in contact with Triptease, Malika attended the 2017 Direct Booking Summit in New York (which Triptease hosts). “As soon as I attended the summit, I knew Triptease were the right solution for us,” Malika tells us. “I returned to the hotel and told my team, “We have to make the switch!”” Once Hôtel le Crystal partnered with Triptease, they were introduced to their personal onboarding manager, Annie. Annie worked closely with the team to ensure they were trained to get the most out of the platform, as well as answering any questions that came up during the integration. “The integration was easy and convenient,” Malika continues. “It went really well! Annie was great, and took real care to answer all of our questions. She built a great partnership with us at the hotel.

Integrated across the hotel

Hôtel le Crystal has implemented the Triptease Platform across its teams, from reservations to marketing to revenue management. The Disparity Dungeon is used to track disparities across the web, providing a real-time log of every undercut rate for the revenue management team to investigate. The Price Check widget then displays to guests searching for rooms whenever the price is in parity or cheaper direct, providing guests reassurance that they are getting the best price.

Malika also works closely with the marketing department to create custom Message Porter campaigns to display to potential guests. Message Porter campaigns can be segmented by any number of different parameters, including browser language, length of stay, check-in date and URL.

“We like the fact that we can target visitors for really specific reasons. People always engage better when they feel like they’re being talked to directly!” says Malika.

So far in 2018...

Users have seen a Message Porter campaign
Revenue uplift from Targeted Messages

Super-powered reservations team

As well as Targeted Messages, the team at Hôtel le Crystal are leveraging Triptease’s Front Desk live chat in order to instantaneously connect with potential guests on the website. Reservations staff have adapted well to using the new medium.

“The reservations staff are really happy with Front Desk - and it’s working even better than we thought it would,” Malika tells us.

“We just didn’t expect that so many guests would want to start conversations. It’s definitely adding value - and it’s been a fun challenge for the hotel!”

So far in 2018...

Messages have been sent by guests
Price Checks have been shown within Front Desk messages

"We were previously working with a different direct booking software provider, but when I came across Triptease I was really interested. I could see that their Triptease Platform was more complete, and more user-friendly too.