TBC Hotels customer story

TBC Hotels increase guest satisfaction and revenue using Mews

The US group’s independent properties opt for Mews to offer more flexibility to guests and deliver authentic hospitality powered by smart tech.

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One in four guests check in online at The Poppy Georgetown

100% automated payments success rate

Guests spend an average of $77 on add-ons and upsell

About TBC Hotels

As part of  The Bernstein Companies, TBC Hotels has an extensive and rapidly growing portfolio that includes brands from leading hotel companies like Hilton and Marriott, as well as independent properties throughout the United States. Some of the most popular ones are Block Party Hotels in Dewey, which offer coastal hospitality, and The Poppy Georgetown, a luxury boutique inn with individually curated rooms and a club-style lounge. TBC Hotels received consecutive Washington Post Top Workplace Awards in 2018, 2019 and 2020.

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“We always say that vacation should be a celebration, and Mews makes it easy to deliver on that promise. With the repetitive tasks out of the way thanks to automation, the team has more time and energy to curate a more elevated guest experience.”

Emily McAuley
Director of Digital Marketing and Sales, TBC Hotels

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Automated payments that maximize revenue

Challenge

To maximize their revenue, TBC Hotels wanted an automated solution for managing a seamless guest experience that would make it easy for guests to pay and for their staff to process payments.

Solution

By embracing Mews Payments, TBC Hotels lets their guests pay quickly and securely throughout various touchpoints. Payments can be completed at the time of booking, during online check-out, or taken onsite during the stay. TBC Hotels can send payment requests for any remaining charges with just one click. Mews Payments transactions meet the highest security protocols while staying fast and frictionless for everyone involved.

Result

• 100% automated payments success rate
• 100% booking engine pre-payment success rate

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More direct bookings equals more upsells

Challenge

For hotels, the high visibility offered by OTAs comes at the cost of high commissions. Direct bookings are the most cost-efficient way of driving ancillary revenue.

Solution

Besides ensuring a smooth and consistent guest journey, Mews Booking Engine significantly increased direct bookings for TBC Hotels. Selecting add-ons such as champagne and pet fees is a breeze, leading to higher revenue and increased guest satisfaction. And with a quarter of guests completing online check-in, front desk staff finally have more time to engage with guests in a more personable way.

Result

• Guests spend an average of $77 on add-ons and upsell
• 25% online check-in rate for The Poppy Georgetown
• 4.2% booking engine conversion rate (industry average for independent hotels is 3.3%)

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“Going digital is the only way forward. Sparing guests and staff from tedious admin like check-in and payments opens up the space for authentic hospitality, which is all about building meaningful connections.”

Emily McAuley
Director of Digital Strategy & Communications, TBC Hotels

Integration spotlight

GuestRevu

Using GuestRevu's award-winning guest feedback and reputation management solutions, TBC Hotels can gain a deeper, guest-focused understanding of their operational strengths and weaknesses. It also allows the team to monitor and manage their online reputation and improve guest satisfaction to drive more direct bookings and, ultimately, revenue.

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LodgIQ

With a powerful two-way connection with Mews, LodgIQ provides intelligent pricing recommendations. TBC Hotels receives rates and availability in real-time whilst effortlessly pushing rate recommendations to Mews from the Lodgiq interface. This allows the team to strategically manage their market position with a customizable competitor set.

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If you're impressed at what these properties have achieved, why not find out what Mews could do for you?

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TBC Hotels customer story

TBC Hotels increase guest satisfaction and revenue using Mews

About TBC Hotels

Automated payments that maximize revenue

Challenge

Solution

Result

More direct bookings equals more upsells

Challenge

Solution

Result

Integration spotlight

GuestRevu

LodgIQ

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Be the next success