How the Gate Cornwall Leverages Mews Automation and Integrations to Maintain High Satisfaction Levels at Higher Occupancies

OPERATIONS

How the Gate Cornwall Leverages Mews Automation and Integrations to Maintain High Satisfaction Levels at Higher Occupancies

The Gate Cornwall is a collection of luxury king-size rooms and self-catering studios, nestled in the stunning Cornish countryside and only a few minutes away from the coast. They’re a lifestyle brand that values friendly, passionate customer service as much as their beautifully designed rooms and seamless guest journey.

Why it matters: The UK hotel improves the guest and staff experience from booking to check-in to stay to check-out.

The Gate Cornwall is a relatively young business, first opening its doors to guests in 2019. As such, the team is keen to continue exploring what’s possible with automation and integrations, as well as driving higher occupancy while maintaining their high guest happiness levels.

Top 3 Core Objectives: “The whole customer journey has changed thanks to Mews. Guest satisfaction has increased and our team are very confident when booking guests in. Mews will make your life a nicer place to be.” Richard Codgbrook - Owner, The Gate Cornwall

Direct Booking Website Conversions: The Gate wanted to reduce their reliance on OTAs like Booking.com and drive more direct bookings.
Online Check-in for Guests: The Gate wanted to give guests more choice when checking in, as particularly with self-catering accommodation guests can arrive late and prefer to let themselves in.
Opening new revenue streams: The Gate team wanted a modern, reliable POS solution that would open up new revenue streams beyond the hotel bar and restaurant.

Innovators Mentioned

The Gate Cornwall

Mews

Jonny Watts

Owner, The Gate Cornwall

The Gate Cornwall

"“When it comes to the booking engine, the attention to detail has been incredible, both from the guest-facing side and internal side. It’s slick, modern and forward thinking, and we’ve seen a significantly higher number of direct bookings through our own site.”"

Jonny Watts

Owner, The Gate Cornwall

👍 Owner, The Gate Cornwall Jonny Watts said that Mews Online Check-in is part of Mews Guest Journey and it allows guests to handle the administrative part of arrival in their own time from their phone or laptop. Online check-out means that guests can speed up their departure by completing an email link from the night before.:

"“When it comes to the booking engine, the attention to detail has been incredible, both from the guest-facing side and internal side. It’s slick, modern and forward thinking, and we’ve seen a significantly higher number of direct bookings through our own site.”"

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

Owner, The Gate Cornwall Jonny Watts said, about their decision: "“The whole customer journey has changed thanks to Mews. Guest satisfaction has increased and our team are very confident when booking guests in. Mews will make your life a nicer place to be.”"

📈 The results: “When it comes to the booking engine, the attention to detail has been incredible, both from the guest-facing side and internal side. It’s slick, modern and forward thinking, and we’ve seen a significantly higher number of direct bookings through our own site.” Jonny Watts - Owner, The Gate Cornwall

• 4.7% booking engine conversion rate (industry average is 3.3%) • Less commission paid to OTAs
• 43% of guests use online check-in (58% in 2022) • 22% of guests use online check-out • 56% higher RevPAR for guests who use online check-in
• Time savings for staff and an easier ordering experience for guests • Planning to use QR code ordering for wood-fired pizzas to surrounding campsites