Urban Hotel Group Streamlines 12 Properties with Single Platform

The Company

Metro Hotel Collection operates 12 boutique and lifestyle hotels across major US cities including New York, Chicago, Los Angeles, and Miami. Each property has its own unique character and local flavor, but the group struggled to maintain consistent guest experience standards.

The Challenge

Managing experiences across 12 properties presented unique challenges:

• Inconsistent offerings - Each property had its own vendors and booking processes
• No visibility - Corporate had no insight into experience bookings or revenue
• Training burden - Every new hire needed extensive training on local procedures
• Missed synergies - Popular experiences at one property weren't shared with others

The Solution

Metro Hotel Collection chose ExperienceLocal for its multi-property capabilities and self-service approach.

Unified Dashboard

Corporate now has visibility into all properties from a single dashboard:

• Real-time booking data across all locations
• Revenue reporting by property, experience, and time period
• Guest feedback and ratings centralized
• Performance benchmarking between properties

Property-Level Customization

While maintaining brand standards, each property can:

• Add locally-relevant experiences
• Set property-specific pricing
• Customize their widget appearance
• Manage their own provider relationships

Shared Experience Library

Popular experiences can be templated and shared:

• Best-selling experiences shared across cities
• Brand-approved provider partnerships
• Consistent pricing guidelines
• Quality standards documentation

Implementation Timeline

| Week | Milestone | |------|-----------| | 1 | Corporate setup, brand configuration | | 2 | First 4 properties onboarded | | 3 | Remaining 8 properties onboarded | | 4 | Staff training and soft launch | | 5 | Full launch across all properties |

The entire implementation took just 5 weeks—significantly faster than their previous vendor estimate of 3-6 months.

Results After 6 Months

Operational Improvements

• 80% reduction in time spent on experience coordination
• Standardized training - new staff productive in under an hour
• Centralized reporting - monthly reviews now take 30 minutes vs. 4 hours

Guest Experience Improvements

• Consistent quality across all properties
• Cross-property recommendations - "If you loved X in Chicago, try Y in LA"
• Loyalty program integration - experiences count toward points

Revenue Impact

• 85% increase in experience bookings year-over-year
• $2.3M additional revenue across the portfolio
• Higher ADR for rooms bundled with experiences

Key Success Factors

1. Executive Sponsorship

The COO personally championed the project, ensuring buy-in from all property GMs.

2. Phased Rollout

Starting with 4 properties allowed the team to refine their approach before scaling.

3. Property Champions

Each location designated an "experience champion" responsible for local success.

4. Regular Check-ins

Weekly calls during implementation and monthly calls post-launch kept momentum high.

For the first time, I can see exactly what's happening across all 12 properties in real-time. The insights we're getting are transforming how we think about guest experiences—and the results speak for themselves.

Lessons Learned

1. Start with your most engaged properties - Success breeds success
2. Empower local teams - Give properties autonomy within guidelines
3. Celebrate wins - Share success stories across the organization
4. Iterate quickly - Use feedback to improve continuously
5. Think portfolio-wide - Look for synergies between properties

What's Next

Metro Hotel Collection is now exploring:

• Dynamic pricing based on demand patterns
• AI-powered experience recommendations
• Integration with their new loyalty app
• Expansion to international properties

Transform Your Hotel Group

Whether you manage 3 properties or 300, ExperienceLocal's multi-property features can help you scale efficiently while maintaining local authenticity.

Schedule a demo to see how we can help your hotel group grow.