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PH Hotels

Online Booking system

Making room for a custom booking solution

PH Hotels

Online Booking system

PH hotels wanted to remove their reliance on 3rd party solutions where they were charged a commission for each booking, and have more control over their customers experience ensuring quality across the whole experience.

Making room for a custom booking solution

the client

Principal is a collection of award-winning hotels in city centre locations; all of them are distinctive in their own way. There are Principal hotels in the following locations; London, Edinburgh (Charlotte Square), Edinburgh (George Street), Manchester, York, Glasgow, Cardiff, Leeds, Oxford, Birmingham, and Liverpool. Operating in hospitality and providing hotels ‘exclusively for everyone’.

the challenge

the challenge

PH Hotels need a logical and seamless customer journey that would improve performance throughout the conversion funnel leading to increased conversion, transactions and revenue thereby reducing commissions paid to third party booking engines.

The booking engine also needs to be quick and efficient while promoting the full product range across all hotels. Direct integration with Micro's Opera property management system would serve live availability rate, promotions and images within seconds, improving the quality of information and the user experience.

The project also needed to embrace the increasing demand from mobile users to transact and book while on the move. A Fully adaptive mobile site was therefore crucial.

It required an agile approach to development ensuring we created a simple, easy to use and intuitive hotel room booking process across all devices. The aim was that this platform would be functionally rich whilst delivering engaging customer experience. The site was also designed with the front-end and offline collateral in mind to ensure brand consistency across all channels.

PH Booking

the solution

We had multiple workshops with the existing agency and client. To understand their current hosting environment and website structure. We also put an implementation plan into action over a few weeks to ensure the functionality of each application. This was a vital part of the process as many of the applications were integral to the Principal Hayley Hotels’ day to day running, including e-commerce booking engines, payment gateways and Wi-Fi entry points.

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.

In terms of success, the booking engine launch was exceptional. Across all KPI’s the project has exceeded all goals and objectives with transactions up 121%, conversion up 38%, revenue up 123%.

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