Case Study

Paradise Resort Gold Coast Gets Golden Results with Mews

Sara Arzan

Mews · December 13, 2023

The Australian resort hotel has boosted guest spend and streamlined operations.

Why it matters: Paradise Resort Gold Coast is a family-oriented resort on Australia’s east coast. They prioritize selling experiences over selling rooms, and there are a vast number of activities on offer for guests, including water parks, ice skating, laser tag and much more. Renowned as a "cruise ship on land," Paradise Resort Gold Coast was voted Australia's Best Family Resort for eleven consecutive years and won the Unique Accommodation in the 2021 QLD Tourism Awards.

Paradise Resort Gold Coast is a complex operation, and the team preferred an onsite onboarding so they could make the change quickly. Mews provided an in-person deployment with Implementation and Customer Success Managers. The Mews team was onsite for two and a half days, which included progress meetings, technical assistance and staff training. Prior to onboarding, the hotel had access to a demo environment to familiarize themselves with the system.

Top 3 Core Objectives: Paradise Resort Gold Coast gets golden results with Mews

Swift, in-person deployment: Paradise Resort Gold Coast is a complex operation, and the team preferred an onsite onboarding so they could make the change quickly.
Boosting revenue through upsells: In order to boost RevPAG, a suite of sophisticated and high-converting guest journey solutions is required.
Speedy check-ins, zero queues: Peak check-in and check-out times caused long lines at the front desk and frustrating waits for guests.

"We’ve updated a lot of our procedures since moving to Mews; it was a really good prompt to assess operations from the ground up and make sure we're doing things because they're efficient, not just out of habit."

Rebecca Lane

Revenue Manager

👍 Revenue Manager Rebecca Lane said that Since switching to Mews allowed the team to revamp their procedures to ensure efficiency::

"We’ve updated a lot of our procedures since moving to Mews; it was a really good prompt to assess operations from the ground up and make sure we're doing things because they're efficient, not just out of habit."

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

Revenue Manager Rebecca Lane said, about their decision: "“We used to have the 2 p.m. queue out the door, but now we don’t have queues anymore. It’s amazing. Guests have paid in full in advance, so everything’s smooth and check-ins take about 30 seconds.”"

📈 The results: Mews provided an in-person deployment with Implementation and Customer Success Managers. The Mews team was onsite for two and a half days, which included progress meetings, technical assistance and staff training. Prior to onboarding, the hotel had access to a demo environment to familiarize themselves with the system.

Three weeks between welcome call and go-live
• A$139 average upsell per reservation in Mews Booking Engine • A$44 average upsell value during online check-in • 65% higher average reservation value for booking engine bookings (compared to OTAs) • >50% of bookings are direct
• 6+ minutes saved on check-in time • 50% of guests check in online • 32% of guests check out online • Guests are twice as likely to check in online when they booked direct (compared to OTA)