Customer Profile

Dashwood Apartments

Dashwood Apartments are located in Banbury and offer a real alternative to a conventional hotel. 

With 15 one and two bedroom apartments, they are ideal for both business and leisure travellers. All apartments are fully furnished to a high quality standard and are bookable for stays from three nights to six months. 

Challenges:

The property required a cloud based system, that had the flexibility to manage operations away from the office via mobile devices such as iPads and smartphones.

Due to space restrictions they didn’t want large servers or expensive hardware that they would have had to buy, support and maintain.

Required a system that seamlessly integrated with the online sales channels so that all reservations and availability was automatically reflected on their systems and on their chosen channels.

The system needed to be user friendly and easy for all staff to learn and operate. 

Solution:

Benefits:

Smooth installation:

The installation went exceedingly well and was carried out by highly skilled and knowledgeable trainers. 

The staff received a thorough insight into the system and its full functionality, so they could make the most out of all its features.

Increase in occupancy:

Trade at the weekend has increased significantly as a result of increased OTA exposure, especially with Booking.com. Dashwood Apartments now have the ability to flex rates according to the level of occupancy and ensures all apartments are sold down to the last one. As availability and rates are automatically uploaded to all channels they have also reduced the amount of operator errors.

Time saved:

As manual data input has been reduced, the staff have more time to focus on admin and other operational areas. 

Reduced OTA commissions:

The adoption of Online Booking Manager has resulted in an increased number of direct bookings through their own website, this has helped improve rates and reduce commission costs.

PCI compliance:

As this is an integral part of the system, the owners have peace of mind that all card payments are stored safely and securely.

Improved customer journey:

Communication with guests has improved greatly. Dashwood Apartments can automatically send arrival emails to guests detailing check-in procedures for collecting key cards. Courtesy emails are also sent to guests once they’ve departed thanking them for their custom and encouraging them to leave positive reviews on TripAdvisor. 

Email templates:

Templates have been set up which has sped up the checkout times as invoices can now be emailed to guests. They also use this tool for marketing purposes to send guests offers and promotions to encourage direct repeat business.

Additional training:

A few months after installation, the Revenue Manager also attended a Rate Optimisation Workshop hosted by Guestline.

I found this course really useful as it reiterated the importance and functionality of all the different features within Rezlynx and Channel and Distribution Manager. The one-to-one tuition with the trainers was helpful to answer specific questions and resolve any queries we had. It was a good refresher course and I would certainly recommend it.

Our forward bookings for Christmas are 3 times better than we had in previous years - we put this down to our OBM, Booking.com, the live availability and up to date rates that the channels have access to.

Debbie Hinks
Revenue Manager

  
increased occupancy
  
reduced OTA commission
  
increased seasonal bookings