Case Study

Eckington Manor, Worcestershire

“We wanted to migrate to the cloud and manage our guest booking, cookery school and events all In one place. Rezcontrol is so easy to use, and Avondata’s support team is woderful – we feel 100% supported.”

Background

Eckington Manor is located in Worcestershire, nestled in the Avon valleys on the border of the picturesque Cotswolds – where, as they are proud to say, you will discover something different and very special!

The original farm and farmhouse was acquired by the owner, Judy Gardner, in 2004, who has transformed it over the past two decades, restoring the farm and its buildings, and diversifying to offer outstanding 5 star gold accredited accommodation. This has resulted in 16 stunning bedrooms, a cookery school offering a plethora of courses, an award winning restaurant, and a Grain Barn to accommodate events and celebrations.

Food is at the heart of what they do at Eckington Manor – the small team appreciate the journey of food and illustrate the importance of using good, seasonal ingredients.

Eckington Manor migrated to Rezcontrol in February 2023.

The problem

“There were features we needed which weren’t possible with a server-based PMS. The email automation was a key driver”

Having worked with Avondata’s server based PMS Hotel Executive for years, Eckington Manor wanted to modernise its systems, and obtain features and integrations only possible with a cloud-based PMS like Rezcontrol.

“We attended a demo and were especially impressed with the guest engagement side – the automated confirmation emails and pre-arrival options, as well as online check in, express checkout and follow up marketing communications,” explained head receptionist Tracey Williams.

The solution

“Rezcontrol offers great guest engagement options and is so streamlined”

With guest engagement being such a key part of their decision to migrate to the cloud, the Eckington Manor team also knew they would benefit from the same exceptional customer service experience they received from Avondata with Hotel Executive.

“There is always a real person you can get in touch with by phone or email – Rezcontrol’s support is second to none. For that reason alone, we would be loath to consider other systems,” said Tracey.

The benefits of Rezcontrol

“Tech support are so responsive”

Eckington Manor are extremely happy with Rezcontrol’s customer service, noting that they always hear back promptly in case of a query, and a single team member is assigned to each ticket for continuity, which is often not the case with other PMS providers.

Bespoke cookery school integration

“Avondata have been brilliant,” said Tracey. “We use Rezcontrol for our cookery school reservations, so Avondata set up bespoke admin rooms for cookery course bookings!”

There are more features and functions which the hotel are planning to make more use of as both their knowledge and the operation expand – they are hoping to implement an online check in form for cookery school guests, separate from hotel bookings.

New to the system as of February 2023, they already make good use of the marketing automations and communications, which they want to expand into newsletters, as well as making more of the events and conferencing integrations.

Eckington Manor are extremely happy with Rezcontrol’s customer service, noting that they always hear back promptly in case of a query, and a single team member is assigned to each ticket for continuity, which is often not the case with other PMS providers.

Bespoke cookery school integration

“Avondata have been brilliant,” said Tracey. “We use Rezcontrol for our cookery school reservations, so Avondata set up bespoke admin rooms for cookery course bookings!”

There are more features and functions which the hotel are planning to make more use of as both their knowledge and the operation expand – they are hoping to implement an online check in form for cookery school guests, separate from hotel bookings.

New to the system as of February 2023, they already make good use of the marketing automations and communications, which they want to expand into newsletters, as well as making more of the events and conferencing integrations.

Benefits of dynamic pricing and RMS

“We are seeing higher margins and less opportunity cost thanks to the integration with SiteMinder, combined with the automated Revenue Management System,” said Tracey.

These can be used to both fluctuate and promote rates according to occupancy and demand, while upsells, extras and stay enhancements are fully managed, with built-in pricing and inventory limits if needed – elements Eckington Manor plans to use more as time goes on.

Excellent onboarding and training, combined with outstanding customer service

The onboarding, migration and training process went very smoothly for Eckington Manor. “The online training videos gave us a great head start and our staff got on very well with them,” said Tracey. “All in all, we are thrilled and wouldn’t change a thing.”

“We are seeing higher margins and less opportunity cost thanks to the integration with SiteMinder, combined with the automated Revenue Management System,” said Tracey.

These can be used to both fluctuate and promote rates according to occupancy and demand, while upsells, extras and stay enhancements are fully managed, with built-in pricing and inventory limits if needed – elements Eckington Manor plans to use more as time goes on.

Excellent onboarding and training, combined with outstanding customer service

The onboarding, migration and training process went very smoothly for Eckington Manor. “The online training videos gave us a great head start and our staff got on very well with them,” said Tracey. “All in all, we are thrilled and wouldn’t change a thing.”