The Challenge

With the complexity of Crystal Springs offerings, the customer has the challenge of finding the rooms and offerings that most suit the type of experience they’re looking for. Most of the stock functionality of the booking engine provided by Synxis is clunky and difficult to align with the brand and customer experience that Crystal Springs wanted to offer.

The Solution

Sherpera performed a deep analysis of the Crystal Springs’ booking experience’s historical performance and identified four primary areas for improvement:

1. Brand alignment: the booking engine experience needed to provide the guest with a more closely aligned look and feel.
2. Path optimization: the guest provides many clues in their online choices that enable a more tailored experience within the booking process.
3. Product information: provide the guest with critical information about the options, amenities, and activities available. 
4. Enhanced checkout: streamlining the checkout process to simplify the guest’s completion of the checkout process.

These areas for improvement were implemented based on our deep knowledge of the Synxis booking engine, which enables Sherpera to deliver more customized and powerful experiences. 

The Outcome

Sherpera’s long-standing reputation and understanding of the hospitality industry enabled us to deliver quantifiable results that delivered millions of dollars in revenue improvement to Crystals Springs bottom line:

1. Overall 15.9% improvement year over year in online booking conversions
2. 8.9% increase in total online booking revenues
3. 9.8% increase in online vs offline bookings
4. 30% increase in ancillary reservations for Spa, Golf & Dining

These improvements resulted in revenue growth for Crystal Springs during a booking period when the hospitality industry was recording flat or negative growth based on consumer confidence and an inflationary economic environment.