Case Study: Auberge Resorts achieves a 100% better pre-arrival guest experience with Revinate

Auberge Mauna Lani – Sharpening The Pre-Arrival Experience

Auberge Resorts’ Mauna Lani property faced rising reservation abandonment and a poor pre-arrival guest experience because calls were being transferred blindly between the front desk, PBX, and reservation team. The luxury hotel needed better visibility into agent availability, and Revinate’s Reservation Sales solution was used to help address the issue.

Revinate implemented HUB visibility for PBX operators so they could see when reservation agents were busy before transferring calls, and created separate campaign numbers to route reservation and pre-arrival inquiries more accurately. As a result, Auberge Mauna Lani reported a 100% improvement in the pre-arrival experience, along with drastically fewer complaints, lower abandonment rates, and better staffing efficiency.

Auberge Resorts

Karissa Stone

Marketing Manager