Ibiza's Hard Rock Hotel: an insight into their digital guest experience

OPERATIONS

Ibiza's Hard Rock Hotel is a landmark hotel in the Balearic Islands. Always at the forefront. However, like the entire hotel industry, COVID caught him off guard. In response to the safety measures, they resorted to technology in order to minimize physical contact between staff and guests without compromising the brand's customer-centric approach and efficiency.

Why it matters: In this regard, it was necessary to replace traditional channels for promoting events or sending offers to guests. In the past, they were displayed on each room's TV, updated on tablets and screens, and staff personally informed guests. In many cases, the process was insufficient due to its slowness and tediousness.

But everything changed when Hard Rock Hotel Ibiza knocked on STAY's door. Through their functionalities, they met all the requirements and the whole guest experience improved while ensuring their customers' safety.

Top 3 Core Objectives: The safety measures were crucial when the hotel industry reopened. But Hard Rock Ibiza aimed an improvement in their workflow too.

Shorten the reservation process: For safety reasons, Hard Rock Café aimed to reduce phone calls and human contact by letting guests check schedules, menus, and availability via smartphones. Taking advantage of the occasion, they modernized to provide their guests with the best service. Clients highly value their services.
Contactless live requests: Similarly, Hard Rock Ibiza was looking for a digital tool that would let their guests report issues or request amenities directly from their smartphones, using the same app. To streamline operations, the head of the Requests department should receive those requests immediately.
Service visibility: As a way to increase visibility and promote their ancillary services and upgrades, like balinese beds rental, they were searching for the perfect app that could put everything at their guests' fingertips.

"STAY has helped us with pretty much everything. There are no lines at the front desk, the room service department has no more waiting calls, and guests can request anything from anywhere in the hotel and see how much they’ll be charged. Guests have really come to appreciate the value the app gives them and how it makes their stay so much better."

Almudena Mosteiro

Hotel Manager

Innovators Mentioned

Hard Rock Hotel Ibiza

STAY

Almudena Mosteiro

Hotel Manager

Hard Rock Hotel Ibiza

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👍 Hotel Manager Almudena Mosteiro said that STAY has improved the overall guest experience at Hard Rock Hotel Ibiza, improving waiting times, reducing lines and putting everything at the customers' fingertips.:

"STAY has helped us with pretty much everything. There are no lines at the front desk, the room service department has no more waiting calls, and guests can request anything from anywhere in the hotel and see how much they’ll be charged. Guests have really come to appreciate the value the app gives them and how it makes their stay so much better."

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

Hotel Manager Almudena Mosteiro said, about their decision: "Another very used feature has been the push notifications, which are sent to guests to inform them of offers and promotions."

📈 The results: Faster response time and centralized data

As a result of implementing STAY, Hard Rock Hotel Ibiza has reduced team workload and digitized their guest experience. Customers love it.
Having the hotel's general information as well as specific information about each service in one place, and being able to update it in real-time, allowed Hard Rock Hotel Ibiza to be very flexible and to quickly adapt to each new situation caused by changes linked to pandemic restrictions.
Room Service ordering, restaurant reservations and housekeeping requests have received excellent guest reviews. There have been some who have really enjoyed the tool, and they have even suggested possible improvements to make the solution even better.