Case Study

The Douglas, Isle of Arran

“From the minute we saw the demo, we were blown away. No hidden costs, and your customer service is second to none.”

Background

The multiple award-winning Douglas Hotel on the Isle of Arran is a boutique property close to the ferry port, which has respectively been home to the Laird of Brodick Castle, the Royal Navy Submarine Command and a doctor’s surgery, before becoming a hotel in 1852. It was taken over by new owners in 2010, renovated and revitalised, and the hotel management team moved to Rezcontrol PMS in December 2021. It has 19 rooms and two suites.

The problem

Poor functionality of major processes including accounting and live bookings updates


The Douglas’ previous hotel management system caused many issues with key processes such as accounting, reservations and online functionality, with bookings not updating in real time. The firm then enforced a switch to their new system, which stripped back functionality even further, not refreshing reservations and availability, and not pulling the correct information through the system.

“We used then, and still use, iPos for our till system, and they suggested a call to Avondata,” explained Holly Beedie, Front of House Manager. “That was in December 2021, and we were fully onboarded and operational with Rezcontrol on 10th February 2022 – it only took a couple of months, and was so easy to implement.”

The solution

Rezcontrol’s full, interactive cloud-based solution with no hidden costs

As well as being fast and efficient to implement, Rezcontrol solved all the problems The Douglas was having with its previous provider.

“Our manager was sceptical,” recalls Holly. “But we were honestly blown away by the demo. It was highly interactive, with plenty of opportunity to ask questions. We could see there were no hidden costs and everything was transparent. We had looked at other options, and had also rejected more corporate solutions based in North America, as we wanted to work with a firm that was independent, UK based, responsive and easy to work with. Avondata ticked all the boxes!”

The benefits of Rezcontrol

Intuitive, responsive, reliable and constantly updating

The Douglas found the onboarding process very smooth, quick and easy, and especially valued having the same primary account contact throughout. An issue caused during the transfer of data by the old system was quickly resolved, and the onboarding training was thorough, personalised and detailed.

“We had never experienced online training before, and were a bit apprehensive, but it worked so well,” explained Holly. “Our staff picked up the new system very quickly, and we still use the training videos with new staff now.”

The Douglas finds the biggest advantage lies in having migrated to an intuitive and responsive cloud-based system, with reliable live updating.

“We especially love the button in the planner which pops up to highlight a new online booking as it drops into the system”, said Holly. “This ensures we don’t miss a trick.”

Hotel staff also find great value in the wait list, which helps fill rooms via last minute bookings on popular dates, as well as dynamic pricing to maximise margin or boost low season occupancy.

Fantastic customer service

“Above all, Avondata’s customer service is second to none,” concludes Holly. “If we ask about a function, we get a solution very quickly. It might be a feature we weren’t fully versed in, or might be an item which the development team will take on board and add to the pipeline. We love the new ‘twin room’ function, which enables us to see at a glance if a room can be sold as a twin or not. We can’t see ourselves ever wanting a different PMS.”