New technology is transforming hotel reservations

Luxury hotels have seen up to a 40% increase in direct revenue from the implementation of the hospitality industry’s first unified e-commerce platform, onejourney.

Developed and powered by Journey Hospitality, a leading hotel technology company, the groundbreaking platform has been deployed across 30 leading luxury hotel websites, including Seaham Hall, Grantley Hall, Callow Hall Hotel – Wildhive and The Elms . An additional 57 luxury hotels and resorts globally are expected to benefit from onejourney’s unified shopping experience by the end of Q3 2022.

onejourney’s breakthrough technology is revolutionizing e-commerce for the hospitality industry, enabling hotels to sell their wide variety of products and services in one seamless customer transaction, improving guest experience and generating direct revenue. E-commerce platform caters to consumer growth in “on-demand” and “personalized” services, with customers able to customize their own stay by booking rooms, spa, restaurants and retail products in one basket.

On average, onejourney hotel customers experienced a 25% reduction in incoming calls, saving underfunded operations teams time on administrative tasks. The platform also doubled conversion rates and facilitated the first multi-product online reservations, representing 30% of online orders.

Seaham Hall increased its transaction volume by 38%, with its average order increasing by more than 58%. Ross Grieve, Managing Director, said:[Booking online] was not a seamless customer experience as customers could not book a number of different aspects of their stay. With onejourney, we are able to target our customers to encourage them to book direct and increase their online spending. It has completely revolutionized our online business at Seaham Hall.

Amanda Jennings, Spa Manager at Seaham Hall, said: “We have been trying for years to bring the spa online, on a platform that works for both the business and the guest. onejourney relieved a huge amount of pressure on a very busy operation, both internally at the back of the house and also at the front of the house… It took the customer journey to the next level.

The Elms in Worcestershire increased its turnover by 108% year-on-year, with 34% of all bookings benefiting from multi-product orders. “Since launching onejourney we have improved our online conversion and increased our average order value. Over a third of our orders are now multi-product which drives our direct revenue. onejourney has been a game changer for us” , said Mark Bevan, Managing Director, The Elms.

CEO of Journey Hospitality, Simon Bullingham, said: “The guest experience begins on a device screen, not at the doorstep of a property. Budding hotels have recognized this and have come to us to revolutionize their point of sale online in order to boost their conversion”. Consumers demand choice, flexibility and services that value their time. We have developed a journey with customer expectations at heart, working with live inventory cart functionality and a single checkout. “

In an industry beleaguered by staffing shortages, high guest expectations and an ever-active consumer, hotels need to deliver an exceptional online guest experience. By thinking holistically as a retailer and using onejourney, hotels are able to offer more products and offer guests an intuitive digital journey, encouraging the purchase of more products and greater experiences. value.

onejourney integrates with leading booking engines and software systems including Synxis, RoomLynx, Guestline, ResDiary and Core by Premier, with further integrations planned to manage bookings and orders for all business units.

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