Maistra Hospitality Raises the Bar for Experiential Hospitality

Introduction

Maistra Hospitality Group prides itself on having each property offer a unique guest experience - from discovering the local culture to enjoying some of the finest restaurants. Working with Turneo, Maistra were able to:

• Enable live, digital experience bookings through multiple channels, including their new guest app
• Maintain up-to-date and centralized data on all availability and bookings
• See which experiences were booked most often, and how they were reviewed by guests

Challenge

Maistra wanted to start the 2023 summer season by further elevating their guest experience with a new mobile app. Local experiences would be critical - Maistra wanted guests to be able to browse and book the very best things to do in the area, directly on the app, and have it feel like a seamless part of their stay.

However, they quickly ran into complexity - how to enable live, digital experience bookings on the app itself, whilst also connecting to their multiple marketing channels, and the local concierge at each of their hotels? They needed a central platform for live experience availability, and up-to-date experience bookings, across all of their hotels.

In the past, I had to spend a lot of my time calling organizers and checking availability for different activities. Now, that’s all done for me, so I can focus on what’s best for the guest

— Activities manager at Maistra Hospitality

Solution

Turneo was the ideal solution: a single platform that would enable live, digital experience bookings through multiple channels, while always maintaining up-to-date and centralized data on availability and bookings.

From a guest’s perspective, a consistent, exciting and bookable set of experiences was available on Maistra’s app, but also…...On Maistra’s website - for pre-trip inspiration...In their pre-stay emails - for planning the perfect itinerary...At the concierge desk - for in-stay recommendationsFrom a guest’s perspective, a consistent, exciting and bookable set of experiences was available on Maistra’s app, but also…

So they could book any time, any place, any way they wanted.

And the best part? No matter where the guest booked, Maistra had a single system of record that tracked everything live. So staff had peace of mind knowing that availability was being updated automatically, and bookings could be systematically tracked, checked and updated through a single site.

We feel in control. We know what’s performing, where to invest, and what to change next year. It has truly changed how we think about activities and experiences

— Digital project manager for Maistra Hospitality

Results

Maistra’s new app launch has been a total success on all sides - and it hasn’t stopped with the summer season! One of the highlights of the platform has been its flexibility and ‘always-on’ approach to receiving bookings - regardless of destination and whether it’s in or out of season.

With the data from Turneo’s centralized platform, the management team have also been equipped to start planning for the future of their experience offer. Being able to see which experiences were booked most often, and also how they were reviewed by guests, has helped to highlight how to be even more successful going forwards. Importantly, this includes how their plans should adapt across their brand portfolio. The data has helped them take a call on which elements aren’t going to be “one size fits all” across their diverse mix of luxury, family, and budget-friendly brands - and the flexibility of the Turneo platform lets them react accordingly.

Next year, they are planning to further extend their reputation as a leader in experiential hospitality, with more, new and unique experiences to be added to their platform.

I have not yet heard from a single organizer or colleague who doesn't shower Turneo with praise!

— Product manager for Maistra Hospitality