Testimonial MUZE Hotels

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A contemporary collection of hotels that blend artistic aesthetics, functional design and the convenience of technology to personalize every stay. The MUZE spirit embodies a true passion for hospitality - welcoming every guest personally and warmly, delivering a smooth, seamless hotel stay - every time.

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What influenced your decision to partner with Guestcentric?

After reviewing a few different providers, we selected Guestcentric because we felt they were more dedicated to our project goals. We had already been in contact with Guestcentric one year prior, where we started discussing the idea of one portal website for MUZE Hotels. We realized there were a few compatibility issues between the Guestcentric platform and what we wanted to achieve.

At the time, the Guestcentric team was very keen to resolve these issues and have since done so. This level of dedication and commitment to getting results is ultimately what drove our decision to partner with Guestcentric.

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What have been some of the highlights of the onboarding process and your partnership with Guestcentric thus far?

Guestcentric’s Onboarding team is amazing, and we have really enjoyed and continue to enjoy working with them. Everyone is highly professional and focussed on achieving results. We’ve really felt a strong level of support throughout the entire onboarding process, with a direct line of communication to the team whenever we needed it - including outside of working hours! Guestcentric, both in terms of service and product, offers a significant level of flexibility to ensure our hotels achieve the best results possible.

It was also helpful that Ana Leal, who manages the onboarding team, pushed us with reminders for feedback to move the project along and ensure we had everything ready to go live in a timely manner. Whenever we encountered any issues, it was extremely helpful to be able to Whatsapp her or other members of the Guestcentric team, and receive a call 10 minutes later to answer any questions or help us solve an issue very quickly.

We also learned a lot about how to work the central reservation system (CRS) during the onboarding process, participating in a number of online training sessions and webinars by Guestcenric. This enabled us to quickly learn all the ins and outs of the Guestcentric platform, and hit the ground running. It’s extremely valuable to get this level of support, as well as really fast feedback when needed.

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Guestcentric’s CRS is very user-friendly, both from the perspective of the guests who are booking the hotels, and also from that of the hoteliers managing the backoffice.

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From a technological perspective, what would you say are the main strengths of the Guestcentric platform?

Guestcentric’s CRS is very user-friendly, both from the perspective of the guests who are booking the hotels, and also from that of the hoteliers managing the backoffice. In general, Guestcentric’s booking engine is quite remarkable. It allows a lot of flexibility for the guests, but also gives hoteliers full autonomy to seamlessly set up and showcase different offers and promotions very quickly, and in response to different demands.

Guestcentric’s integration with SiteMinder will also continue to be a very important factor for our online distribution on a global scale. But, the booking engine stands out! We have reviewed quite a few throughout the process of selecting a provider, and found Guestcentric’s booking engine to be one of the best in the market!

How do you foresee Guestcentric’s technology and service improving the business operations, digital sales, marketing, and overall direct business growth for your hotels?

In general, Guestcentric will help us a lot just to be more visible. In the past, we had individual websites for each hotel, which were not very consistent in terms of appearance and brand consistency. Since partnering with Guestcentric, we now have the online portal for MUZE Hotels and one page for each individual hotel that follows a consistent layout and structure.

In regards to the Guestcentric backoffice, it’s very simple to just add or update content on our website. There are also many features we can use for social media posting. In the past, our different social accounts had very little activity because we did not have the resources to maintain. Now, we can do several posts in a day if we want to. We just have one landing page for the brand (and each individual hotel) to do the linkings, and can easily publish promotions on the website and other channels.

As mentioned above, Guestcentric’s booking engine is also very powerful. Therefore, we believe that all of this will really help us to grow our direct business and move away from the OTAs.

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Guestcentric’s booking engine is also very powerful. Therefore, we believe that all of this will really help us to grow our direct business and move away from the OTAs.

When we published the MUZE Hotels portal and property websites, we created a promotion to celebrate the launch. Within just eight days since going live, this promotion generated a lot of direct business.

What are 1-3 of your favorite features in the Guestcentric platform?

Guestcentric’s integration to our payment system is quite smooth. The backup connection to the payment database, in terms of reservations and credit card deposits, is really helpful. Furthermore, the instant integration with SiteMinder’s channel manager (where Guestcentric acts as a channel) is also a really good solution. In fact, it’s a winning solution for the booking engine, where Guestcentric becomes an additional channel and we do not need to create additional integrations to the PMS, which is normally quite a tedious process.

Guestcentric’s backoffice itself is very powerful for a number of reasons. For example, with the test websites it’s very easy for us to see what the content will look like and how the content will be displayed before going live. We can also instantly create webpages as needed, and with the preview page we can easily check if everything is 100% in line with how we would like to display our content. After that, we can simply save and publish the content in seconds.

When we published the MUZE Hotels portal and property websites, we created a promotion to celebrate the launch. Within just eight days since going live, this promotion generated a lot of direct business. It’s really easy to create and publish promotions on Guestcentric’s backoffice. It only takes a few steps, and there are so many options to create promotions according to different themes - such as midweek specials or weekend specials.

One of the greatest advantages of Guestcentric’s CRS is that it allows us to be very flexible as a business, responding to changing demands and seasons in a timely manner. For instance, if we identify some key dates, we can instantly start setting up promotions so we can go live on those dates, within seconds.

Overall, the greatest feature for us is the backoffice itself, because it enables us to be more flexible and to create content and promotions autonomously. Most importantly, it is also very user-friendly, even for those who do not have any prior knowledge before working with it. It’s very intuitive and we can easily perform an array of operations very quickly when needed.

On a scale of 1 to 10, how would you rank Guestcentric's level of customer support?

So far, it’s a 12 out of 10, due to the points mentioned above. Everytime we send Ana, Nelson or any other team member an email or whatsapp, they respond very quickly. The team’s flexibility is also a winning point for us.

We are very happy that we selected Guestcentric as our provider on this journey, because we are very pleased to work with the team, Ana, Nelson, and Rute who are all very dedicated to the project. The immediate response is really second to none, and we have every confidence our business will continue to thrive with this level of commitment, dedication, and support to achieve our goals.

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