Customer Case
The Island Gold Coast Leverages RoomStay
for 35% Direct Booking Growth
The Island Gold Coast, a boutique hotel in Surfers Paradise, has long been a favourite for travellers seeking a perfect balance of relaxation and modern amenities.
In 2023, the hotel revamped its technology with Roomstay to strengthen guest relationships, reduce OTA dependence, and enhance profitability while delivering a superior guest experience.
Challenge
System That Couldn’t Keep Up
The Island Gold Coast’s technology stack struggled to meet the demands of a modern hotel operation. Outdated tools were limiting the team’s ability to adapt to shifting market trends and guest expectations.
Specific challenges included:
These issues were not unique to The Island Gold Coast but are common pain points for hotels looking to balance profitability and guest satisfaction in a competitive industry.
Dependence on OTAs
The hotel depended heavily on third-party platforms for bookings, incurring steep commission fees that eroded profitability. While OTAs provide visibility, they also take a significant share of revenue, leaving hotels with thinner margins.
Inflexible On-Premise PMS
The property relied on a legacy system that could not integrate with modern tools or support cloud-based operations. This created inefficiencies, from manual data entry to delays in updating room availability.
Poor Website Conversion Rates
The booking experience on the hotel’s website was clunky and outdated. Without features like live pricing or intuitive search tools, potential guests were less likely to book directly, opting instead for OTA platforms that offered a more streamlined experience.
Solution
Strategic Investments in Technology
To tackle these issues, the hotel adopted a two-pronged approach, choosing tools aligned with its goal of improving guest experience, simplifying operations, and driving direct bookings.
1
RoomStay Booking Engine: A Guest-Centric Solution
The Island Gold Coast selected RoomStay to replace its outdated booking engine, taking advantage of its guest-focused design and innovative features.
Key benefits included:
By creating the “Mates Rates” programme, the hotel incentivised direct bookings with tailored discounts for returning guests. This boosted direct sales and cultivated loyalty, turning one-time visitors into repeat customers.
A simple, intuitive tool that makes booking easy. This feature addressed a common friction point for users: finding the right room quickly without navigating complex menus or unclear options.
Live Pricing Transparency
RoomRates feature showcased real-time room availability and pricing, ensuring guests always had the most accurate information. Transparency built trust and encouraged immediate bookings.
By implementing RoomStay, the hotel created a website experience that rivalled the convenience and usability of OTAs while keeping guests engaged with the brand.
2
RMS Cloud Integration: Streamlining Operations
The switch to RMS Cloud transformed how the hotel managed its day-to-day operations. As a cloud-based PMS, it offered greater flexibility and integration capabilities than the on-premise system it replaced.
The integration delivered significant advantages:
Real-Time Updates:
Centralised data management allowed instant updates to room availability, pricing, and guest details across all platforms. This eliminated manual errors and ensured consistency between the website, front desk, and third-party systems.
These upgrades empowered the hotel team to focus on providing exceptional service, supported by tools that worked efficiently behind the scenes.
Measurable Improvements Across the Board
“The RoomStay platform has revolutionised how The Island Gold Coast connects with its guests. It’s not just a booking engine—it’s a catalyst for loyalty, revenue growth, and guest satisfaction."
Chris Cossio
Marketing Director, The Island Gold Coast
This case highlights several key
takeaways for hoteliers:
This case highlights several key takeaways for hoteliers:
Ongoing Innovation
Encouraged by these results, The Island Gold Coast is now focused on fine-tuning its strategy:
Exploring New Rate Plans
Testing various pricing models to attract a broader range of guests and optimise cash flow.
Maximising RMS’s Capabilities
Further integrating payment tools to enhance operational efficiency and provide a seamless guest experience.
