As Remy notes, “Whether people stay with us for business or leisure, we want it to be remarkable and authentic. The goal is to give them experiences that rock and keep elevating every touchpoint throughout the customer journey. Oaky is making it easier for our teams to achieve this goal. It allows us to provide the tailored experience our guests crave and expect from us.”

Creative approach to upselling: Flexibility for each hotel to design unique experiences and services while offering personalised deals to guests before arrival.

Tailored guest experience: Nowadays, personalisation is key to creating a memorable guest experience. There was a need to move away from mass communication where every guest is faced with the same deals.

Creating experiences that rock: Hard Rock Hotels aimed to offer memorable service and experiences which are rooted in music and reflect the mottos “all is one,” “love all, serve all,” and “save the planet.” Addressing the guests’ needs is the top priority that overshadows other goals such as increasing revenue.