How STAY’s Contactless Services Helped Barceló Improve Guest Satisfaction and Reduce Waiting Times

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Barceló started searching for the right app seven years ago. When they tried STAY, they knew it was the right tool for them. It started as a pilot program, and now it has been implemented in 102 hotels. Montalvo explains that the entire EMEA region of the company - Middle East, Africa, and Europe - relies on STAY.

Why it matters: For Barceló, technology is about streamlining processes. They wanted to implement a comprehensive tool that would allow hotel guests to communicate with their hotels throughout their stay.

Barcelo leverages STAY to digitize their service offerings so that customers can order drinks and food through their mobile devices, offering contactless services, implementing real time surveys during the stay or implementing the mobile key while becoming more sustainable. Guests can now book spa treatments, tables, room service, and bathrobes, and more.

Top 3 Core Objectives: The key objective of the client was to offer a digital guest experience tailored to guests' social demands and habits.

Streamline operations:: by implementing a guest app with a number of functionalities to make their guests' and staff's lives easier
Increase revenue:: by digitizing their services offering with STAY and making ordering room service or booking services very easy
Wow their guests: with the implementation of tactless functionalities such as the mobile key through STAY

"Thanks to STAY, we offer our guests an interaction tool with our staff. We can make real-time decisions with it. This simplifies our staff's duties at the same time. The guest experience has also been improved. This is done while being more environmentally friendly. It makes us happy."

Álvaro Montalvo

Project Manager Innovation

Innovators Mentioned

Barceló Hoteles

STAY

Álvaro Montalvo

Project Manager Innovation

Barceló Hoteles

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👍 Project Manager Innovation Álvaro Montalvo said that Immediate results, guest satisfaction and good feedback from STAY:

"Thanks to STAY, we offer our guests an interaction tool with our staff. We can make real-time decisions with it. This simplifies our staff's duties at the same time. The guest experience has also been improved. This is done while being more environmentally friendly. It makes us happy."

⚖️ The selection process: During their research process, Álvaro Montalvo also researched Blackbell (formerly Hotelcloud), Monscierge, IRIS Systems, ALICE, and ultimately decided STAY was the best fit for them.

Project Manager Innovation Álvaro Montalvo said, about their decision: ""Barceló started searching for the right app seven years ago. When we tried STAY, we knew it was the right tool for us. It started as a pilot program, and now it has been implemented in 102 hotels. The entire Barcelo's EMEA region - Middle East, Africa, and Europe - relies on STAY."

📈 The results: After implementing STAY APP, Barceló Hotels make better decisions in real-time, room service is faster, guests are happier and the hotels are more sustainable

Room Service is faster. It's more comfortable. For the guests. And for the staff too
Barceló can make better decisions in real time
Through live surveys, Barceló can detect pain points more easily and streamline processes