How RIU Unified All Stages of its Digital Guest Journey in One App with STAY

OPERATIONS

RIU Hotels & Resorts is Spain’s third hotel chain by revenue and fourth by number of rooms. It has 100 hotels all over the world with a specially strong presence in Spain, Central América and great brand recognition among customers in Central Europe. Its hotels are mostly resorts, grand resorts and high end urban hotels.

Why it matters: When STAY became a part of RIU’s digital ecosystem in 2017, the chain already had its own app which allowed customers to book a room with their mobile devices. But...

...the chain was fully convinced that they also had to digitize their guests’ experience once they arrived at their hotel, providing them access to all of their services and making it really easy for them to book or order those services. And everything had to be done using the same app.

Top 3 Core Objectives: The objetive was to become more sustainable, to offer a digital experience, at the forefront of the industry.

A top digital experience: Go fully paperless, providing guests a digital channel, always up to date, where they can check out the activities and services offered by the hotel as well as corporate information from RIU.
Automate the hotel's workflow: Another main objective was to automate the hotel’s workflows to provide guests a better experience by managing their requests better and faster.
Digitize internal processes: Like reservations at restaurants, spas or any other facilities, or creating and providing discounts and perks via "Resort Credits”. Also, they aimed to complement RIU’s already existing app for loyalty and room reservations, generating synergies between both apps

"The relation with STAY was very close from the start. They did everything in their hand to run a pilot project which allowed us to correct initial ideas and assumptions until we found the formula we really needed."

Georg Strauch

Corporate Front Office Manager at RIU

Innovators Mentioned

Riu Hoteles

STAY

Georg Strauch

Corporate Front Office Manager at RIU

Riu Hoteles

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👍 Corporate Front Office Manager at RIU Georg Strauch said that An effective pilot project led to the right digital formula:

"The relation with STAY was very close from the start. They did everything in their hand to run a pilot project which allowed us to correct initial ideas and assumptions until we found the formula we really needed."

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

Corporate Front Office Manager at RIU Georg Strauch said, about their decision: "Guest and staff adoption has been excellent, as demonstrated by great usage statistics: the number of transactions made by guests using STAY has increased 20x in 2021, vs the same statistics for 2019."

📈 The results: More interaction between guests, a successful chain at the forefront of technology.

20x more interaction. Guest and staff adoption has been excellent, as demonstrated by great usage statistics: the number of transactions made by guests using STAY has increased 20x in 2021, vs the same statistics for 2019.
A modern international and successful chain, at the forefront of technology. Today STAY is being used in 95 RIU hotels, which is more than 95% of the chain’s total hotels. This number increases periodically, since all new RIU hotels open with STAY already incorporated into their daily operations and workflows
Guest and staff satisfaction. Both guests and staff were able to adapt easily to the new tool, and more importantly, they really perceived the added value STAY provided to their experience and day to day interactions.

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