Maistra’s Platform for Digital Experiences Receives 5 Stars From Local Suppliers

Maistra and Turneo ran a survey with suppliers that used Turneo’s digital platform - and the results were impressive:

• 100% of experience organizers want to continue selling experiences digitally via Turneo
• Overall satisfaction with the digital platform, with an average rating of 4.5 stars
• Industry-leading Net Promoter Score (NPS) of 45

Introduction

Digitizing experience sales is hard. For many hotels, the front desk and concierge have been personally recommending, finding and booking experiences for guests entirely offline for many years. They have built up great relationships with the experience providers they work with, and worry that changing systems might be bad for business.

When Maistra Hospitality Group started using Turneo to manage their sale of experiences, there was a fear that digitizing small suppliers would be a challenge, but in order to deliver the company vision centered around experiences in their mobile app, it was a necessary step.

All experience organizers want to continue working digitally

Despite some initial skepticism, at the end of the year 100% of experience organizers expressed a desire to continue selling experiences digitally via the Turneo platform and Maistra’s digital channels. Not a single organizer expressed a desire to go back to old ways of operating. This commitment speaks volumes about the value and impact of a seamless system for online bookings in well-established hotel-supplier relationships.

In the beginning, I was very skeptical about cooperation and everything, but they convinced me otherwise. They respond quickly to messages and updates, even in the heart of the season! Even at peak season they were still improving the program - that's how I know that they are really committed to their work.

— Lidija Tours

Industry leading Net Promoter Score

86% of respondents indicated that they would recommend Turneo to their friends or colleagues, resulting in an excellent overall NPS score of 45. Given that a typical NPS score for computer software is 36, and for hotels overall it’s 3, this is a strong indication of the quality of the platform and the value the experience suppliers are getting from it.

We love working with Turneo - in fact, we’re recommending them to everyone we know! They are not just a typical software company but they actually care about the clients they work with. They are so reactive, and always on top of things, making sure everything goes as smoothly as possible. It’s clear that this is important to them as well.

— Greenway Travel

Ease of Set-Up

Organizers praised the Turneo platform for its user-friendly set-up process, with an average rating of 4.5. This high score reflects the platform's intuitive design and easy onboarding experience, enabling organizers to get up and running with ease - regardless of their previous technological experience. Both organizers that had never worked digitally before, and those fully set up with an online channel manager and reservation system voted highly.

Genuine support

The dedication to providing exceptional support and customer service was also clearly evident in the feedback, with a near-perfect rating of 4.8. Organizers praised the responsive and knowledgeable support team for their prompt assistance and invaluable guidance throughout. Given the importance of guest satisfaction, this metric also clearly demonstrates the seamless teamwork that Turneo facilitates between hotel staff and organizer teams.

They made everything run like clockwork. We were amazed how smoothly things went during the high season, which helped ensure guests had an amazing experience and kept the service levels top-notch

— Maistra Hospitality Group

Simple to Manage

With a rating of 4.4 for simplicity in managing experiences on the platform, organizers praised the platform for its flexibility and ease of use. The platform is designed to make managing bookings and payments simpler on both sides - for hotels and organizers. From creating and editing experiences to managing bookings and payments, the platform simplifies every aspect of the experience management process.

You are golden. I have not heard from a single organizer or colleague who doesn't shower Turneo with praise!

— Maistra Hospitality Group

Conclusion

The satisfaction with the newly launched experiences platform reported by Maistra’s partners serves as a testament to both Maistra and Turneo's commitment to excellence and innovation. With online experience bookings still growing rapidly year over year, Maistra and their organizers are going into the 2024 season confident of results.

It’s a true testament to the partnership we have with Maistra. They trusted us with valuable relationships built up over years, and we wanted to give them a fantastic experience working with us. With more and more people booking activities and experiences online, it’s great to be able to show hotels and organizers how easy it can be to respond to new guests needs.

— Turneo