Case Study

Ees Wyke, Cumbria

“Rezcontrol is so crisp, clear and easy to use – we love the functionality, stability and service. The guest engagement automations are especially helpful, and your service is second to none.”

Background

Ees Wyke is an elegant Georgian guest house with nine rooms in Near Sawrey, a small village close to Hawkshead in Cumbria. Once the holiday home of Beatrix Potter, it is set on high ground overlooking and adjacent to Esthwaite Water – the lake the hotel takes its name from.


Bought out by owner Richard Lee over twenty years ago and run as a personally-managed business ever since, Ees Wyke has gone from strength to strength, winning awards for its food and recommended by the Good Hotel Guide.

The problem

"I was looking for a system with stability, functionality and ease."

When Richard – who had owned and managed several previous hotels – purchased Ees Wyke, hotel management was a highly manual and server-based process. His original PMS, Guestmaster, was acquired by a larger competitor, which worked well at the time especially as all the historical data could be migrated.

“The old system was cumbersome, requiring lots of workarounds”

However, the new system proved unstable, experiencing frequent downtime, and as it evolved, Richard found it became less intuitive and more difficult to use instead of improving. Crucially, it also didn’t provide specific information he needed to plan ahead, especially around occupancy.

“It was cumbersome, requiring lots of workarounds – it wasn’t streamlined at all,” he explained. “Then we saw a demo of Rezcontrol and knew it would serve our needs far better.”

The solution

“It's always up, and always working smoothly"

Rezcontrol is automatically updated every few weeks, is fully secure, and includes all you would expect from a cutting edge PMS, with front of house and back office functionalities as well as a direct booking engine; channel, event and rate management systems, plus numerous carefully chosen integrations ranging from POS and table bookings to marketing and accounting; vouchers and reviews.

Ees Wyke’s experience of migration and onboarding was wholly positive, and Richard is hugely impressed by the dedication of the tech support team.

“They have been brilliant,” he said. “The on demand training videos are excellent, and the team is always there when we have a query. You don’t have to wait and there is a personal contact. That really makes a difference. There’s very rarely any downtime, and our staff find it so easy to use. You never see them drumming their fingers on the desk in frustration that something doesn’t work or has gone down.”

The benefits of Rezcontrol

“The guest engagement is incredible”

Ees Wyke is especially impressed by the guest engagement email automation – something that was missing before.

“It really works for us,” he said. “Our reminders, booking emails, invoices and other communications go out without us having to lift a finger. They are all branded to the hotel, and we do well from the upsells and extras we can offer in these emails too, as a booking date approaches.”

Integrations and reporting

The hotel is also very happy with Rezcontrol’s booking engine integration Navarino, which they feel mirrors our values, especially when it comes to customer service – while the combination of SiteMinder and RoomPriceGenie are working to boost bookings and revenue.

They make good use of our reporting systems, and are currently working on improving their occupancy rate analysis. Meanwhile, the housekeeping team love the back office functionalities which make their work easier to plan with accuracy around early check-ins, late departures and final checks.

“Our old housekeeping clipboards are a thing of the past,” joked Richard.

“Overall, we remain highly impressed by Rezcontrol and would recommend it to anyone.”