Caravela Beach Resort, GoaCASE STUDY

Increase in revenue through personalized upselling

$7000 USD

Increase in ADR

5.6%

Average increase In positive reviews

59%

Creating a Holistic Guest Experience

Boasting a 360 degree guest experience, Caravela Beach Resort is a luxury resort

situated in Goa, India. Known for its iconic ocean view rooms, Caravela Beach

Resort recently received a Certificate of Excellence from TripAdvisor for their truly

remarkable guest experiences.

Caravela Beach Resort partnered with RepUp to create surprisingly delightful

individual experiences and increase revenue through powerful consolidated guest

data. With Experience Cloud, Caravela was able to enhance the guest experience

and streamline operations.

142% Increase in Review Volume

The Challenge:

Prior to using Experience Cloud, guest data was fragmented, leading to missed revenue opportunities.

The lack of consolidated data and insights made it hard to identify upsell opportunities at the right time.

Additionally, without an integrated guest experience solution, reaching guests at the right time with

relevant upsells was next to impossible.

The resort also had a hard time keeping track of their reputation, and had no way to benchmark

themselves against competitors, or identify key areas of improvement. The lack of unified data made it

hard to provide end to end experiences in the entire guest journey and get a clear picture of guests’

perceptions of the hotel.

Before & After Experience Cloud:

2017 2018

83%

79%

Positive Reviews

2017 2018

4.5

4

Rating

April June August October December February

2017 2018

Average 5 point monthly increase in ORM Scores

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The Solution:

Caravela Beach Resort partnered with RepUp and integrated the

Experience Cloud product to bring the entirety of their operations,

communications, reputation management and marketing onto a single

platform. Through detailed reporting on various parameters like

department wise feedback, sentiment reports and comprehensive guest

profiles, Caravela Beach Resort is able to gather crucial insights that helps

create cohesive, consistent and automated flows to help improve brand

NPS. The consolidated guest data also helps them create personalized

guest experiences that translate into realization of incremental revenue.

The in-stay feedback feature allows staff to respond and track guest

requests and complaints from a single platform, helps identify key areas of

guest service that need improvement, and results in fewer bad reviews

posted online. In-depth reports provide insights and recommendations

powered by AI that allows resource maximization and revenue generation.

Increase in average ADR

5.69%

April June August October December February

2018 2017

Verdict:

Since implementing Experience Cloud, Caravela Beach Resorts has seen additional

revenue of $7000 USD over a year that was made possible through personalized

upsell offers based on comprehensive guest profiles. The increase in the efficiency

and quality of issue resolution led to higher rankings on travel sites, which resulted

in a 5.6% increase in ADR. Since partnering with RepUp, Caravela Beach Resort

has become a 4.5 rated luxury resort on TripAdvisor, and received their

prestigious Certificate of Excellence.

Experience Cloud in-depth reporting also revealed that in 2018, guests that

interacted with parts of the RepUp platform were 80% more likely to write a 4

or 5 star review than guests that did not, during 2017.

The in-depth reporting led to the identification of actionable insights that allowed

them to implement corrective measures at a departmental level, which led to a

59% average increase in positive reviews. Since using the review collection

solution provided within Experience Cloud, Caravela Beach Resorts has seen a

142% increase in review volume and 200% increase in TripAdvisor review

volume.

More likely guest leaves 4 or 5 star reviews with RepUp

80%

“RepUp has transformed our business at mulXple levels; be it internal processes, guest communicaXon, service delivery, or markeXng iniXaXves. It is the most robust and cost effecXve soluXon you can find to drive your growth and ORM scores"

Prahlad Advani Director, Advani Hotels