Hotel Case Study - Yosemite Westgate Lodge

The Yosemite Westgate Lodge provides modern lodging in Groveland, California. This 4-star hotel competes with well-established luxury hotel brands.

This luxurious and newly remodeled hotel aimed to retain its existing customers and attract new ones to generate higher revenue.

Overview

The Yosemite Westgate Lodge has a prime location and a well-trained staff. The Groveland hotel, however, needed to investigate where it was falling short. They wished to highlight their services to increase lead conversion, direct bookings, and revenue.

Challenges

• The Yosemite Westgate Lodge's website was outdated and was not responsive or user-friendly.
• Not only were the websites failing to deliver the digital experiences required to compete in a highly competitive marketplace, but updating them took time, money, and technical expertise.
• The companies that powered the Yosemite Westgate Lodge website couldn’t help them reach their full potential.
• Yosemite Westgate Lodge struggled with brand awareness. This indicated the need for a more robust, globally recognizable, omnichannel digital presence.
• Due to the limitations of their digital presence, they faced challenges in reducing reliance on OTAs and increasing direct bookings on their website.
• The team was on a mission to find a solution that would allow them to easily create, manage, and deliver optimized digital experiences across multiple channels.

Approach

• Website Development:

  INNsight knew that Yosemite Westgate Lodge’s website needed significant attention. As a result, INNsight’s experienced team performed a high-level overhaul that included upgrading the previous website's code, content, structure, and visuals.

• SEO:

  INNsight focused mainly on increasing website traffic to increase direct bookings.
  INNsight’s SEO team assisted in increasing brand visibility, generating more leads, and, ultimately, increasing revenue.

• PPC:

  PPC was implemented to reach a larger audience for Yosemite Westgate Lodge.
  Our experts employed PPC strategies to boost direct bookings quickly. This increased the conversion rate and lowered the overall cost of sales.

Strategy

• Mobile-friendly Experience:

  The ability to convert more mobile visitors with a responsive, mobile-optimized website experience powered by INNsight was critical for revenue growth.

• Control of Content:

  Yosemite Westgate Lodge needed to respond quickly to market demands to stay ahead of its competitors.
  INNsight enabled them to quickly access, control, and update the visual, promotional, and textual content required for digital advertising, ensuring their digital experiences are always up to date.

• Powerful, Customizable Technology:

  Many content management systems are built around web publishing and, as a result, lack the flexibility to deliver the complex cross-channel, contextual, interactive digital experiences that consumers demand.
  INNsight represents the next generation of digital experience management technology.
  INNsight supports many websites and digital channels by providing the flexibility and versatility to manage content independent of channel or presentation layer.

• Focusing on Customer Reviews:

  KEEN's Reputation Management System enhances the customer experience by gaining deeper guest insights and knowledge. By proactively managing their online feedback, Yosemite Westgate Lodge built more credibility and stronger customer relationships.
  Responding to reviews has become easier than ever with KEEN Reputation Management Powered by INNsight. With KEEN's robust RMS, every Yosemite Westgate Lodge review was responded to within 48 hours, ensuring satisfied and valued customers.

• Content Management System:

  INNsight's Content Management System allows hoteliers to easily upload high-resolution photos, videos, virtual tours, room plans, menus, services, floor plans, maps, and more.
  This powerful CMS generated more leads and converted more lookers into bookers for Yosemite Westgate Lodge.

• Property Management System:

  Our cohesive Property Management System [PMS] is important in driving significant improvements for the Yosemite Westgate Lodge. From simplifying the reservation process to enhancing the guest experience and automating back-office tasks, PMS helps the lodge operate smoothly.
  The efficiency translates directly to increased profitability through higher occupancy, better revenue management, and reduced operational costs.

Results

• The Yosemite Westgate Lodge's revenue customer retention rate increased dramatically with the help of INNsight.

• Before:

  

• After:

  

• Booking Conversion Rates:

  Booking conversion rates and profits have increased overall, and as a result, Yosemite Westgate Lodge is less reliant on OTAs.

• Mobile Reservations:

  Before the launch of Yosemite Westgate Lodge’s new website, the bounce rate of mobile visitors was incredibly high. Their mobile bookings have increased by 30%.

• Website Engagement:

  The time visitors spend on the site increased by 20%, and they anticipate this trend will continue as more content is added.

Conclusion

Yosemite Westgate Lodge now has a custom-built website that's updated regularly, and our robust Content Management System makes it simple for hoteliers to upload photos and media. Although these results excited Yosemite Westgate Lodge, INNsight provided Yosemite Westgate Lodge with much more than an upgraded website design and the hotel will reap long-term benefits.