Case Study

Farlam Hall in Brampton, Cumbria

“One of the best PMS systems we’ve ever seen”

Background

Farlam Hall is a stunning independent hotel in northern Cumbria, close to Hadrian’s Wall and the Scottish border, with 12 rooms and 6 cottages; they are also part of the Relais Chateau Group and Pride of Britain.

They used to run Avondata’s server-based PMS, Hotel Executive, and wanted to move to the cloud. “We really wanted to gain the automatic futureproofing and updates, and knew from working with Avondata that Rezcontrol would be guaranteed to provide an easy to use interface,” explained George Furis, F&B Manager at the hotel. “And it really is. It is as smooth as butter, both on the computer or if I log in from my phone.”

The problem

“We needed to move into the cloud - we wanted everything integrated in one place”

George had worked with other systems before joining the team at Farlam Hall, and found them less user friendly, more complicated, and more inclined to glitches and issues.

“This is one of the very best systems I’ve seen,” he said. “And with my F&B hat on, the fact that we can integrate with restaurant POS so easily – we use Newbridge – is fantastic.”

The solution

“Tech support is excellent - though as the system runs so smoothly, we rarely need it”

The combination of working with a company they already had previous positive experience of, and upgrading to a full cloud-hosted solution, made Rezcontrol the obvious choice.

“We have absolutely been proved right,” said George. “If there is an issue, it is always dealt with promptly, though in truth the system is so intuitive we rarely need it.”

The benefits of Rezcontrol

“We get so much from the extras and upsells, and the marketing emails really work!”

Farlam Hall have made especially good use of Rezcontrol’s marketing email automations to drive extras and upsells. “After sending a booking confirmation, we send another email encouraging guests to book a table in the restaurant or if they have any other requests,” explained George. “It’s brilliant, it really works – we frequently upsell bottles of champagne, chocolates or flowers in the rooms from website bookings, as well as extras via the restaurant POS.”


Farlam Hall has not yet experimented with Rezcontrol’s dynamic pricing to maximise sales and occupancy, but plans to do so in the future, along with focusing more on gift vouchers for special occasion bookings.

Easy training and onboarding

The team at Farlam hall found the training and onboarding process equally smooth and user-friendly, and their data migration was seamless.

As the hotel recruits new staff members, they particularly appreciate on-demand access to training videos, and also plan to start using the back office functionalities more, in order to extract full benefits from Rezcontrol.