Situated in one of San Francisco’s most vibrant areas, this 30-room hotel blends cosy, old-world charm with up-to-date convenience. Manager Roberto caters to budget-conscious travellers, aiming to transport guests to the city’s golden era while ensuring the hotel’s service meets today’s high standards.
IN OTA RESERVATIONS
The challenges before eviivo
The hotel faced several operational hurdles holding back its recovery after the Covid lockdowns:
- The pandemic had exacerbated the city’s hospitality labour crisis. Roberto needed increased automation to reduce pressure on his understaffed team and ensure the hotel’s long-term
financial viability. - The hotel’s property management system (PMS) did not fully integrate with major OTAs, restricting online distribution and causing persistent overbookings.
- Roberto’s team was overburdened managing communications manually across various
OTA extranets. - The hotel’s direct website lacked a booking engine.
The solutions implemented with eviivo
Switching to eviivo Suite has transformed the hotel’s operations, streamlining staff workloads and fostering greater efficiency:
- eviivo’s built-in Channel Manager has eliminated distribution headaches through deep integrations with Booking.com, Airbnb, Expedia, Google Hotels, Tripadvisor, and Agoda.
- The team never misses a beat now guest messages from key channels are centralised in eviivo’s unified inbox.
- Eight automated email templates (from pre-stay reservation confirmations to post-stay feedback requests) save staff time while improving guest experience.
- Guests have the option of contactless check-in, with instructions sent automatically via email – providing flexibility while easing pressure on the front desk.
- Using eviivo’s serviced Global Distribution System (GDS) connection has attracted corporate travellers globally.
- The business is driving direct bookings with an eviivo-powered templated website and
booking engine.
The results
- 25% year-over-year (YoY) growth in OTA reservations.
- 17% YoY revenue growth.
- 17% YoY growth in total nights sold via direct website.
- 10% YoY increase in total volume of bookings.
Conclusion
With eviivo Suite’s automation tools, the hotel has streamlined staff workloads and improved accountability. The team can handle higher volumes of bookings without costs significantly increasing, fostering growth in both reservations and revenue. As Roberto says “Now, we’re equipped to continue growing and improving guest service.”
What’s next? Implementing eviivo’s SMS and WhatsApp functionality to reach guests via text message – the next step in delivering an exceptional guest experience.