How Seaside Resort Increased Ancillary Revenue by 47%

About the Property

Seaside Resort & Spa is a 120-room boutique property located on the California coast. Known for its stunning ocean views and personalized service, the resort attracts a mix of couples, families, and wellness travelers.

Before implementing ExperienceLocal, the resort struggled with a fragmented approach to selling local experiences. Guests had to call the concierge, browse printed brochures, or ask at the front desk—leading to missed opportunities and frustrated staff.

The Challenge

The resort faced several key challenges:

• Manual booking process - Concierge staff spent hours coordinating bookings via phone and email
• Limited visibility - No way to track which experiences guests were interested in
• Inconsistent inventory - Double bookings and availability errors were common
• Missed revenue - Guests often booked experiences through third parties or not at all

The Solution

Seaside Resort implemented ExperienceLocal in three phases:

Phase 1: Core Experiences (Week 1-2)

The team started by digitizing their most popular experiences:

• Sunset sailing tours
• Wine tasting at local vineyards
• Surf lessons and kayak rentals
• Spa packages and cabana reservations

Phase 2: Local Partnerships (Week 3-4)

Next, they expanded by connecting with local providers:

• Farm-to-table cooking classes
• Whale watching expeditions
• Private yoga sessions on the beach
• Art gallery and studio tours

Phase 3: Widget Integration (Week 5)

Finally, they embedded the ExperienceLocal widget on:

• Pre-arrival email campaigns
• The resort's website
• In-room tablets
• QR codes throughout the property

The Results

Within 6 months of launch, Seaside Resort achieved remarkable results:

Revenue Growth

The resort saw a 47% increase in ancillary revenue from experiences and amenities:

• Pre-arrival bookings increased by 180%
• Average spend per guest rose from $45 to $127
• Repeat bookings (guests booking multiple experiences) grew by 65%

Guest Satisfaction

NPS scores improved by 23 points, with guests specifically citing:

• Easy booking process
• Curated, quality experiences
• Responsive confirmations
• Seamless modifications

Operational Efficiency

Staff time spent on experience coordination dropped by 80%:

• Automated confirmations eliminated phone tag
• Real-time availability prevented double bookings
• Self-service cancellations reduced support requests

What Made It Work

Several factors contributed to Seaside Resort's success:

1. Leadership Buy-In

The GM championed the initiative, ensuring staff were trained and motivated to promote experiences.

2. Curated Quality

Rather than listing every possible activity, the team carefully selected providers that matched their brand standards.

3. Strategic Placement

The widget was placed at key decision points in the guest journey—from booking confirmation emails to in-room tablets.

4. Continuous Optimization

The team reviewed analytics weekly, adjusting pricing and promotions based on booking patterns.

ExperienceLocal transformed how we serve our guests. What used to require three phone calls and a spreadsheet now happens automatically. Our guests are happier, our staff is less stressed, and our revenue has never been better.

Key Takeaways

If you're considering implementing a similar program, here's what Seaside Resort learned:

1. Start with your top experiences - Don't try to digitize everything at once
2. Focus on quality over quantity - A curated selection performs better than an overwhelming list
3. Place the widget strategically - Pre-arrival touchpoints drive the most bookings
4. Train your staff - Even with self-service, staff recommendations matter
5. Review and iterate - Use data to continuously improve your offerings

Ready to Transform Your Property?

Seaside Resort's success story isn't unique—hotels across the country are achieving similar results with ExperienceLocal.

Start your free trial or talk to our team to learn how we can help your property grow ancillary revenue while delighting guests.