Privilodges customer story

Privilodges transform their guest journey

The French aparthotel group embraces automation throughout the guest journey to give guests more choice and more power.

70% average RevPAG increase

between August 2021 and January 2022

20% online check-in

at Apparthôtel Annecy

12.5% booking engine conversion

at Lyon Lumière

About Privilodges

Privilodges has a number of aparthotels in the center and east of France, providing blended hospitality that goes beyond heads and beds. They combine the comfort of apartment living with fully equipped kitchens and a proper space to live in with professional housekeeping and onsite services.

Their le Hüb property is particularly innovative when thinking about space and room types. They provide a combination of long and short stays, as well dorms/pöds with hostel capabilities. There’s a truly international customer base – 130 different nationalities visited in the last year – and a strong long stay student demographic.

As such, there is a strong emphasis on community with a large bar and events space called Spöt, where live events like concerts, shows, games and more take place. Other spaces include le Läb – a communal hangout area – and the Patiö, where you can enjoy the sun, play lawn games, and have a drink in the evening. However long their guests stay, Privilodges ensures they feel at home and that each lifestyle is catered for.

“Le Hüb and Mews fit perfectly regarding in the attitude and behavior of our staff: simple, easy to access, always ready, and friendly. What else could we ask for?”

Pierre-Francois Berthin
Les Privilodges Developpement

A booking engine that converts

Challenge

Guests need a seamless booking journey that removes obstacles and makes it easy to book in a few simple steps, straight from the property’s website.

Solution

Privilodges use Mews Booking Engine so guests can enjoy a consistent booking journey from their website. The booking engine incorporates the brand’s logos and colors to ensure a consistent experience, and the clean interface makes it easy to select room choice and any add-ons. A pop-up widget compares live prices with leading OTAs, further encouraging guests to book direct.

Result

• 12.5% booking engine conversion for Lyon Lumière (3.3% is the industry average)
• 9.4% booking engine conversion for Le Hüb

An automated, more flexible guest journey

Challenge

Guests always arrive at the same time in the evening, causing delays when the only thing they expect is to go to their room and take a shower before coming back down to have a drink.

Solution

Online check-in and online check-out allow guests to easily take care of the admin before they arrive and before they depart. This gets guests to their room more quickly and eliminates the stress of being delayed when leaving. Guests who are more engaged, i.e. those who have booked direct, are more likely to use these options, which is another reason why Privilodges also use Mews Booking Engine.

Result

• Above average online check-in rates: 20% at Apparthôtel Annecy Le Royal
• 34% online check-in for guests who booked direct through Mews Booking Engine

“At Le Hüb, we really want our staff to talk with guests rather than just ask for a credit card. It is so much friendlier to greet someone at the bar and ask about their trip, and we can do that with Mews."

Pierre-Francois Berthin
Les Privilodges Developpement

More payment methods, less chargebacks

Challenge

Hospitality needs to adapt to changing modern payment methods while ensuring all processes are fast, secure, and suited to guest needs.

Solution

Mews Payments gives guests more ways to pay, including alternative payment methods like Apple Pay and Google Pay. High levels of security and streamlined payment authentication reduce the likelihood of credit card fraud, while automation reduces manual errors when entering payment details.

Result

• 0.02% of chargebacks in 2021
• Activating alternative payment methods increased the booking engine conversion rate

Integration spotlight

Each property uses a number of integrations, from distribution to facility management.

Ariane

Ariane is a complete self-service platform for guests that lets them check-in and check-out in a fully automated fashion. Privilodges use Ariane’s kiosk in Annency so that guests can check-in, check-out, pick up keys and even create bookings when the front office desk is closed or busy with other guests. This contact-free journey is particularly relevant for the student demographic.

View Ariane

RoomChecking

RoomChecking is a housekeeping and maintenance management tool that lets Privilodges assign tasks to staff, monitor and respond to service requests in real time, and resolve guest queries. It pulls reservation and room status data straight for Mews, and whenever their team update room status in the app or create a new task, it automatically updates in Mews too.

View RoomChecking

Looking ahead

Privilodges are well placed to benefit from changing travel habits, and will look to use more of Mews’ new long stay functionality in particular. Alongside this, the team are determined to automate the guest journey even further and encourage the adoption of Mews Guest Journey features. This way they’ll be able to provide an even more tailored and personable guest experience.

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