Locale elevate their guest journey through automation
The tech-savvy US aparthotel brand also use Mews to boost operational efficiency and revenue.
Locale customer story
paperless
100%
saved per check-in
5 minutes
direct bookings
Over 50%
About Locale
Locale is a US residential hospitality company that brands and operates high-quality furnished apartments in coveted neighborhoods. The brand currently has apartments in five locations across the United States, including Austin, Houston and Nashville.
Operating as an aparthotel, Locale gives guests the amenities and service levels of a hotel with the comforts and practicalities of long-stay living. Since the very beginning, the brand has been tech-driven, pioneering contact-free, sustainable hospitality, and this was at the forefront of their decision when moving to Mews.
Seamless onboarding with a small team
Pain
Moving to a new property management system can be time-consuming and disruptive if the right processes aren’t in place.
Solution
With the support of a Mews Implementation Manager, the onboarding was performed remotely with a clear timeline and responsibilities established in a welcome call, comprehensive help documentation provided throughout, and interactive learning tools to ensure every user gets up to speed quickly.
Result
• Implementation for each property took an average of two weeks
• 100% online process with minimum disruption
“When it came to setting up the properties on the system, it couldn't have been easier. We don't have a whole lot of in-house engineering experience but it was as easy as it could be for us. I couldn't have better things to say about onboarding.”
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A faster, more modern check-in
Pain
Locale wanted to offer online check-in for their guests, but it wasn’t possible with their previous system.
Solution
With Mews Online Guest Services, online check-in and check-out is easy. Automated emails are simple to set up, informing guests that they can check-in in advance on their phones, while a connected payments system also cuts check-in times. The team is also working on implementing Operto’s guest portals, which provides a single web-app for mobile keys, check-in and check-out, housekeeping requests and more.
Result
• In some properties, over a third of guests use online check-in
• Similarly, 20% of guests use online check-out
• Five minutes saved on average cumulative check-in time
“Messaging and the user journey is more automated than it was before, which levels up our operational efficiency, leading to happier people and ultimately a better experience for the guest.”
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A connected booking process
Pain
Locale’s previous booking engine provided guests with a disjointed user experience, requiring a separate system for payments.
Solution
The Mews Booking Engine has a clean and simple interface, with an intuitive user journey that encourages more conversions. A fully integrated payment system makes booking faster for guests, and makes reporting cleaner and easier for the Locale team.
Result
• More than 50% direct bookings
• 60% of payments are automated through Mews Payments
“The Mews Booking Engine has made booking an easier, more simplified process. It's just a better user experience. Direct bookings have gone up over the last 12 months and part of that is probably due to the technology and the interface being better.”
“We try to leverage as many systems as we can in terms of guest-facing products to improve their stay, and Operto are one of the most innovative options. And also operationally, Operto brings a lot to the table, especially with the monitoring technology built into the user interface.”
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Looking ahead
The success with which Locale performed during the pandemic has left the team very excited to truly restart their growth engine and really accelerate their success and expansion. The priority is to open new locations in more cities across the US, but they also have their sights set on international destinations, all the while promoting tech-enabled, sustainable stays.
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Make it remarkable.
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