How Nobis provides a 5-star experience in-person and digitally

GUEST EXPERIENCE

Nobis Hotels, a luxury hotel chain with properties across Europe, was delivering exceptional in-person service but struggling to deliver the same through its digital communications. They partnered with Bookboost to reflect their luxury brand promise in the digital world and increase guest engagement across WhatsApp, email, and SMS.

Why it matters: Guests want a personalised experience from beginning to end, both digitally and in-person. If hotels forget one of the two angles, guests won't be satisfied.

Through the partnership with Bookboost, Nobis started sending personalised messages to guests, added WhatsApp as one of their communication channels and implemented a better flow for upselling that increased revenue.

Top 3 Core Objectives: The main question to answer was: How could Nobis make their digital experience feel just as luxurious and personalised as their in-person service?

Add new communication channels: Guests have different preferences, and this includes communication. They wanted to reach guests where they truly were.
Personalise every digital message: They wanted to provide content that actually matters to guests instead of generic promos or messages that are irrelevant to them.
Create Unified Communications Hub: The team was managing multiple communication channels separately. Questions from customers were arriving via social media, OTAs, their own website, and more. And they wanted to bring everything together in one place.

Innovators Mentioned

Nobis

Bookboost

Jakob Lindh Tripolitis

Head of E-commerce

Nobis

"Basically, since we started using Bookboost, we have everything. All the communication is streamlined to one platform, which is very easy for us to have a great overview. It's easy for the reception to answer guests quickly and in the way the guest actually prefers to be communicated to."

Jakob Lindh Tripolitis

Head of E-commerce

👍 Head of E-commerce Jakob Lindh Tripolitis said that Now, we have everything in one place:

"Basically, since we started using Bookboost, we have everything. All the communication is streamlined to one platform, which is very easy for us to have a great overview. It's easy for the reception to answer guests quickly and in the way the guest actually prefers to be communicated to."

⚖️ The selection process: During their research process, Jakob Lindh Tripolitis evaluated Bookboost's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Bookboost was the best fit solution:

Head of E-commerce Jakob Lindh Tripolitis said, about their decision: "We can actually do an audience of people who have booked suites before, so they get a suite campaign, which has a higher likelihood to convert than if we were to send the newsletter to everyone."

📈 The results: Since partnering with Bookboost, Nobis was able to bring the 5-star service that characterises them to the digital world.

Higher guest engagement. They could finally meet guests where they wanted to connect. The hotel now offers communication through WhatsApp, SMS, and email, with WhatsApp proving particularly popular among international guests. This flexibility has significantly enhanced the guest experience.
Communications are more personalised than ever. Their segmentation strategy extends far beyond basic returning guest recognition, and they use different segments depending on the length of stay, travel party, which country they're coming from or language preference.
Better conversion through a more personalised upselling strategy, using both email and WhatsApp.

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