Cornwall Hotel Collection makes the perfect transition from Hotel Perfect to Mews
Following Mews’ acquisition of Hotel Perfect, the ambitious Cornish group turned to Mews for a modern and flexible hospitality cloud. The outcome? Spectacular.
Cornwall Hotel Collection customer story
42%
direct bookings
15%
higher booking value for direct website bookings compared to OTAs
Guests spend an average of
£32
on add-ons and upsells
About Cornwall Hotel Collection
Cornwall Hotel Collection operates two exquisite properties brimming with history, heritage and charm. Their guests can choose waterside luxury at The Greenbank in Falmouth or enjoy a city retreat at The Alverton in Truro. Both hotels provide contemporary comfort and offer the best of Cornish living with award-winning food and delicious cocktails.
As well as accommodation, the group also offers other space types – a sumptuous wedding venue and meeting rooms. These are managed within Mews thanks to the Marketplace, which allows the Cornwall Hotel Collection team to focus on building remarkable guest experiences.
“Mews’ connectivity is what sets it apart – having access to Open APIs and unlimited integrations empowers us to stay ahead of the curve. We now have market-leading functionalities in all areas without having to compromise anywhere. It immensely improved our ability to respond to and anticipate guest needs.”
Real-time transparency with a fully integrated payments solution
Challenge
Processing and reconciling payments can be a time-consuming process. They needed more flexibility to meet guest expectations of seamless payments.
Solution
Cornwall Hotel Collection uses Mews Payments to automate transactions and eliminate tedious steps in the process. No more taking card details for every payment, printing receipts, and wasting time on the end-of-day reconciliation. Instead, Mews Terminal offers a fully integrated solution with single-click processing and real-time transparency. Alternative payment methods are easily accessible, and all transactions are processed instantly and seamlessly throughout the guest journey. That not only eliminates manual errors, but also frees their team from repetitive card data entries.
Result
• 100% of card payments automated through Mews Payments
• Significant guest time savings for the automatic check-in payments
• 94% booking engine pre-payment success rate
• Zero chargebacks in their time with Mews
More direct bookings with Mews booking engine
Challenge
While OTAs helped increase Cornwall Hotel Collection’s visibility and helped manage its online reputation, high commission rates saw them lose out on revenue.
Solution
Cornwall Hotel Collection uses Mews Booking Engine to ensure a fast and straightforward reservation experience for their guests. By adding the hotel’s branding and imagery, the booking engine creates a cohesive user journey, and guests have the option to enhance their stay with premium add-ons.
Result
• 5% conversion rate with Mews Booking Engine (industry average is 3.3% for independent hotels)
• 15% higher average booking value for direct website bookings compared to OTAs
• 42% direct bookings
“Mews gave us just what we needed to grow and innovate. It’s so easy to use and just way more pleasing on the eye.”
Faster, streamlined and more sustainable housekeeping
Challenge
Organizing housekeeping duties using pen and paper was both time-consuming and wasteful. Housekeepers and front desk staff relied on phone calls and personal visits to exchange time-sensitive information about room status.
Solution
The Mews housekeeping app ensures a free flow of information by letting any team member with a tablet instantly report a room as clean. This eliminates unnecessary paper waste and dramatically cuts the number of calls between housekeeping and front desk. As a result, housekeeping can turn over rooms faster, giving front desk more time to focus on providing remarkable guest experience.
Result
• 100% digital housekeeping operation
• Significant reduction in paper waste
Operational success driven by an intuitive hospitality cloud
Challenge
To boost their operational success, Cornwall Hotel Collection needed an agile and efficient tech stack. Other providers lacked feedback loops and weren't focused on ongoing product development.
Solution
Mews ensures a frictionless guest experience by minimizing the number of administrative tasks. With more time to spend on their guests, the Cornwall Hotel Collection teams can focus on driving more revenue through upsells. In the past six months, they’ve seen major improvements across their KPIs with no sign of slowing down.
Result
• 39% increase in RevPAR in the last six months (last three months of 2022 vs the first three months of 2023)
• Guests spend an average of £32 on add-ons and upsells
“We love Mews University which became indispensable for our staff training. It’s particularly useful for new team members who can onboard quicker. Since it’s a self-guided course, it cut our training costs by half and ensured consistency of our processes.”
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Make it remarkable.
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