How AMR Collection Increased Revenue by Implementing STAY's Guest Facing Solution

GUEST EXPERIENCE

The AMR Collection is a chain of resorts and hotels owned by Apple Leisure Group (ALG). The company implemented STAY more than a year ago, through its different brands: Secrets, Dreams, Breathless, Zoetry, Alua or Sunscape. Hotels in Mexico, the Caribbean Sea, Latin America, Europe, and the Middle East. One of the leading names in global hospitality. Always on the front lines of guest satisfaction.

Why it matters: Yudy Mora, AMR's Product Manager, explains how STAY has become a vital part of her daily operations. “In the context of the pandemic, I was given the responsibility of leading the mobile strategy for the different business units. It was an uncertain time. Our goal was to create a contactless guest experience".

AMR's product manager explains that “we used a similar platform. However, neither the guests nor the operational area found it useful. My approach is very ‘customer-centered’. I was soon able to see what it was going to offer us. From the standpoint of failures with the previous application."

Top 3 Core Objectives: The goal was to increase users when compared to the previous app. They were looking for a user-friendly platform that guests could use without downloading an app.

Increase guests' engagement: AMR used a different app before. Since the results were no good enough, they wanted to improve engagement through STAY,
Implement live surveys: It was important for AMR to keep track of guests' feelings during their stay
Increase revenue: ARM wanted to increase revenue through the implementation of a user friendly app

"Implementing STAY contributed to a significant increase in our revenue and customer satisfaction. The app pays for itself. We have seen significant increases in consumption for all of our services."

Yudy Mora

Product Owner Manager

Innovators Mentioned

AMR Collection

STAY

Yudy Mora

Product Owner Manager

AMR Collection

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👍 Product Owner Manager Yudy Mora said that The app pays for itself, revenue increased significantly.:

"Implementing STAY contributed to a significant increase in our revenue and customer satisfaction. The app pays for itself. We have seen significant increases in consumption for all of our services."

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

Product Owner Manager Yudy Mora said, about their decision: "Our users rate the app 4.7 out of 5 on average. The app has been downloaded tens of thousands of times in 50 AMR hotels. As important as this is and in relation to our expectations of STAY. About 80-90% of the hotel's guests use the app. Increasing users has been a strategy for the hotel operations department and us. We are very pleased with it. It was a success. The results it had were impressive, but it was also very easy to implement. It's always a smooth and easy process when we introduce it to a new hotel."

📈 The results: AMR's annual report at the corporate level revealed that the app contributed to a significant increase in their revenue.

The app pays for itself according to AMR's Product Manager. "Spa services, gourmet dinners, wine sales, and other premium services have seen significant increases since we implemented the app."
The implementation of STAY skyrocketed the number of users of AMR's app. Increasing them by 50% was their goal. However, they "far exceeded that goal."
AMR's users rate the app 4.7 out of 5 on average. The app has been downloaded tens of thousands of times in 50 AMR hotels. About 80-90% of the hotel's guests use the app.

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