Case Study

From manual struggles to smart solutions: SiteMinder powers success at Sotetsu Grand Fresa Taipei Ximen

Zidane Doshi

SiteMinder · 10月 14, 2025

Just a minute’s walk from Ximen MRT Station, Sotetsu Grand Fresa Taipei Ximen offers a modern stay enriched with Japanese hospitality, right in the heart of bustling Taipei. Since opening its doors in February 2024, spacious and well-appointed guest rooms as well as proximity to one of the city’s most vibrant areas have rapidly made it win over a devoted following of enthusiasts, with couples being especially smitten with the hotel. All 200 of the hotel’s guest rooms, which range from basic doubles to luxurious triples, are comfortable. In addition to amenities like Japanese-style nightwear and a multilingual TV system, every room has premium Serta beds, an air cleaner, and high-speed Wi-Fi. In addition, visitors can avail themselves of the hotel’s convenient self-service kiosks, which provide a seamless arrival by avoiding delays. Public areas in the hotel are also of note. Multi-day stays are made easy through the ice machine and self-service laundry, while a minimalist lounge area offers an unobtrusive setting for business or unwinding. Apart from the free coffee at lobby level, customers enjoy the convenient presence of the nearby 7-Eleven store. With this combination of comfort, effectiveness, and neighborhood accessibility, Sotetsu Grand Fresa Taipei Ximen is a modern stay tailor-made for the modern traveler.

Why it matters: As bookings increased, the team was spending too much time manually managing guest communications at the front desk. This inefficiency led the team to seek a more streamlined, automated solution.

We needed a way to streamline communication between the front desk and guests because it takes up a lot of time,” says Jimmy Tang, Revenue Management Manager.

Top 3 Core Objectives: Sotetsu Grand Fresa Taipei aims to enhance operations and power better decisions with SiteMinder's products.

Automate guest messaging: Reducing the level of manual effort in guest messaging but still maintaining the friendly, engaging tone.
Increase revenue by upselling: To generate revenue of 1-2% of total revenue from upselling.
Data-driven revenue management: Identify booking trends and unusual activity like pricing issues across all channels.

"All the hotels I work with use SiteMinder. It’s easy to use, intuitive, and works for both beginners and experienced users."

Jimmy Tang

Revenue Management Manager

👍 Revenue Management Manager Jimmy Tang said that he has worked with various properties, was already familiar with SiteMinder.:

"All the hotels I work with use SiteMinder. It’s easy to use, intuitive, and works for both beginners and experienced users."

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

Revenue Management Manager Jimmy Tang said, about their decision: "I can do more in less time. The system has made my job easier, and our guests are happier for it."

📈 The results: Overall, SiteMinder has streamlined Sotetsu Grand Fresa Taipei Ximen’s ability to operate more efficiently, reduce overbookings, and optimize direct bookings and top-line revenue.

One of the clearest wins was automating pre-arrival confirmations, saving over 30 hours of front desk time each month by reducing manual guest communication.
Huge spike in review activity with Guest Engagement receiving 28 new reviews in two weeks, a 200% boost from their usual rate.
Time freed up, staff can focus more on personalising service, leading to happier, more satisfied guests.