HACE turns five hotels into a single relationship with the guest.
Hoteles Andaluces con Encanto (HACE) runs five properties and five restaurants under one hospitality and dining proposition. Each hotel collected guest data, but there was no common layer connecting it.
The result after implementing Fideltour: a single view of the guest across the whole group, real segmentation to personalise every communication, and a loyalty strategy that no longer depends on which hotel the guest visited first.
Data everywhere, no overall view.
As a group of five hotels and five restaurants, HACE already collected guest information at every property. The problem wasn't a lack of data: it was not being able to use it.
Without a platform to centralise that information, classifying guests accurately and tailoring communication to each profile was practically impossible. Keeping in constant, relevant touch — and turning that into direct bookings — was solved case by case, hotel by hotel.
A CRM that speaks the language of a hotel chain.
HACE chose Fideltour for its focus on the hotel sector and, from the very first contact, a close-knit team that understood the particulars of running five properties at once.
The rollout centralised guest data from every property in the group on a single platform, enabling precise segmentation of the base and automating much of the marketing that used to be managed manually, hotel by hotel.
- 5 hotels
- 5 restaurants
- 1 single data platform
A database that works for the whole group, not for each hotel on its own.
With the CRM up and running, HACE now has a much better organised database and campaigns that are more targeted and relevant to each guest profile.
Communication is more personal — and lets the group run direct promotions and discounts regardless of which of its hotels a given guest stayed at. The CRM has become a key input for the group's marketing decisions.
- More direct bookings
- More repeat guests
- A qualified database, still growing
Loyalty doesn't depend on which hotel in the group your guest stays at. It depends on whether you recognise them when they come back.
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