Customer Profile

Best Western Plus Travel Inn Melbourne

The 4-star Best Western Plus Travel Inn Hotel is in Carlton, situated close to Melbourne’s Central Business District and just moments from iconic Melbourne restaurants, gardens, shopping and museums.

Guests at the boutique hotel can enjoy well- appointed contemporary rooms including family sized suites and luxurious spa suites. Guest facilities include two multi-purpose conference rooms, a heated pool, a cocktail bar and a restaurant.


  • The hotel needed to install the Two-Way Best Western interface from a certified PMS provider
  • They wanted a cloud-hosted system that was multi-functional and intuitive to use



Rate management:

The rate management tool has contributed to an increase in the average room rate year on year. It is now a simple and quick process to control and flex the rates especially during busy periods when high profile events are on locally.

It is easy and efficient to manage all channels and a large number of dynamic rates. As a result, the hotel saves time and man hours which can be spent focussing on new clients and providing excellent service.

The system provides an overview of all rates that are sent to OTAs to ensure parity and confirm the correct price point across all channels. This enables the hotel to correctly yield revenue on both a micro and macro level.

Data and reporting:

The hotel use the reporting aspects of the system to extract detailed data on their highest value corporates and individuals and reward them for their loyalty based on this.

They also create weekly, monthly and annual reports on total performance and forecast accordingly. The hotel isolate market segments and companies to create more targeted campaigns and better yield for their rooms.

Increased direct bookings:

Only 35% of all bookings come from OTAs. By being able to manage and filter their rates through this system and collect all the relevant contact information, the hotel are now able to target OTAbookings to encourage them to book direct for future stays.

The hotel offer value added incentives to book direct such as free car parking and breakfast as well as competitive corporate rates.

Best Western exposure:

With the Two-way Interface, reservations automatically drop into their PMS. Previously a manual task, this now saves time and reduces room for error.


With the integrated EPoS system, staff can post guest’s food and drink expenses direct to their room bills; ideal for conferences, events and in the restaurant. Previously a manual task, this not only saves time but minuses lost revenue which can be as much as $400 just during breakfast.

Enhanced customer journey:

The hotel now have the data, the tools, and the training to provide an end-to-end guest experience from acquiring the guest, pre-stay (emailing the guest with information, incentives to book at the restaurant), check in, through their stay, to post stay (encouraging them to book again direct).

Local support:

The hotel receive help and guidance from Guestline’s Bangkok office. As there is only a 3-hour time difference, the hotel’s queries (generally sent by email) are handled promptly and efficiently.

All our staff find the Guestline systems easy to use and are very happy with it. Many staff have used other systems in the past and they feel this system offers everything we need and more.

The system is multi-functional and helps us save time and money with the automated processes.

As such, we feel the system represents excellent value for money and we would certainly recommend it to other hoteliers

Helen Williams
General Manager

Integrated EPoS 
Local Support
Easy to use