Case Study, Ph hotels

PH Hotels are a collection of 23 truly individual hotels and conference and event venues across the UK and Europe; from city centre Victorian grandeur to country estates to modern purpose-built conference and training venues.

Truly inspirational spaces located just where you need them to be and with the transport links to get you there. Though gloriously eclectic, there are three things that mark each as quintessentially PH Hotels: the quality, the service and the attention to every last detail.

The challenge

Principal Hayley Hotels wished to improve their online presence through adopting a more inclusive and client focused offering to their individual hotel and corporate website’s. This included the implementation and configuration of a fully integrated online booking ‘engine’ enabling migration from an incumbent third party provided service.

£60 -70,000 per month in potential lost revenue was estimated, through customers not completing online bookings due to a fragmented, confusing and bland process, this figure was in addition to approximately £8,000 per month being paid in third party transaction fees.
The new online booking engine had to;

•    Incorporate direct integration with the client’s existing Opera Property Management System allowing staff to update data  within their core system and for this to appear online within seconds
•    The capability for full website content management
•    Membership functionality to allow regular users to manage existing bookings – offering a greater level of personalisation in an increasingly personal online environment. 
•    Increase revenue through improved interface, simplified processes and offer opportunities for future growth into moving other core revenue streams (corporate and meeting bookings)

the solution

Integrating into the Opera Web Service platform, the booking engine provided a suite of functionality that directly integrated into the group’s core Opera Property Management System, Servebase PC-EFT (for online payment acceptance and authorisation) and the Immediacy Content Management System to create the complete online booking experience.

The outcome

The new online booking engine went live in 2013.  Additional functionality was added; user registration, the ability to cancel or amend a booking and increased choice of stay extra’s (bottle of wine, dinner choices etc. – all of which can be set and configured by the client) has all been provided leading to additional choice for users and increased revenue.

For the first month of release online booking revenue showed an increase of 10%, with the additional savings of third party transaction feeds also being realised. 

The PH website currently processes over 7500 bookings per month.

An excellent partner, IA Digital clearly understands how our business works online and has proven to be a responsive and reliable partner. The team has the knowledge, skills and experience we needed when developing the booking engine and now play a key part in our continuing success online”

kate nestor, PH Hotels