Hope Street Hotel in Liverpool has reported an 18% year-on-year increase in direct revenue following the implementation of a unified online booking system. This system, developed in partnership with Journey, a hospitality performance platform, allows guests to book rooms, spa treatments, dining, and gift vouchers in a single transaction, enhancing the overall guest experience and boosting the hotel's revenue.
The hotel, which boasts 149 bedrooms, an award-winning spa, and the 2 AA Rosette restaurant Carriageworks, has transformed its booking process from a room-focused transaction to a comprehensive digital experience. This change has not only reduced the administrative workload but also enabled guests to personalise their stay by booking various services in advance.
Since adopting Journey's platform, Hope Street Hotel has seen its booking conversion rates more than double the industry average, with spa revenue increasing by 140% since 2023. Additionally, 74% of the hotel's vouchers are now sold online, with guests spending an average of 53% more than the voucher value when redeeming online.
Mary Clark, Revenue Manager at Hope Street Hotel, stated, "We chose Journey because we were looking for an all-in-one basket solution that would allow guests to build their entire stay in one place." Simon Bullingham, Founder and CEO at Journey, added, "Hotels that make it easy to build that experience in a single booking journey are seeing stronger engagement, higher spend, and more direct revenue."
Looking forward, Hope Street Hotel plans to further invest in its digital guest journey, including launching a new website and experience-focused marketing campaigns to drive direct engagement
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