Boutique hotel sees revenue and occupancy rates climb

After 40+ years in business, this cozy Canadian hotel drives growth using guest communication tools and real-time pricing data available in Partner Central.

 

meeting_room   28 rooms

  Boutique hotel

  41 years in business

35%

increase in overall revenue

15%

annual occupancy growth

Their Story

One of Canada’s most charming hotels, Sooke Harbour House opened with five guest rooms in 1977. Today, they boast 28 guest rooms, each individually decorated with original artwork and featuring jetted tubs and wood-burning fireplaces. Situated on a sweeping waterfront, this quaint property also offers an art gallery, full-service spa, restaurants and activities. So, why weren’t sales booming?

 

When Kate Saunders joined the team as head of IT and digital marketing, she quickly realized outdated tools and a lack of market visibility were having a negative impact on growth.

“In the first year of our partnership with Expedia Group, we grew annual occupancy by 15% overall. In the second year it went up another 8%. We are now coming off our best year since 2006 and anticipate finishing the year with overall revenue up 35%.”

Kate Saunders

Head of IT and Digital Marketing

Sooke Harbour House

The Solution

Kate worked with Expedia Group to better understand and use Partner Central. She discovered free, self-service tools for engaging guests and setting expectations, and data and insight to grow the business.

 

Today, Kate and her team use guest relations tools to communicate with guests prior to arrival and to uncover any in-stay issues that might impact their reviews. This has improved efficiency at check-in and across the business, allowing everyone to focus on what they do best—spending time with and creating better experiences for guests.

 

Kate said, “We enjoy the ability to communicate directly with our guests using the in-house feedback and messaging tools—I am guilty of checking this as late as 11 o’clock at night.”

Rev+, Partner Central’s revenue management tool, provides Kate’s team with access to real-time market information, allowing them to pivot pricing strategies and stay competitive.

 

Working with Expedia Group has helped Sooke Harbour House increase their annual occupancy and, according to Kate, “We are now coming off our best year since 2006 and anticipate finishing the year with overall revenue up 35%.”

Ongoing Success

Looking ahead, Kate plans to increase awareness of the new spa and art gallery using Partner Central’s marketing and promotion tools. She has her eye on TravelAds, a pay-per-click advertising offer that can feature photos of the property, increasing traveler awareness and ultimately helping her continue to grow occupancy and revenue.