Joaquín López
Technical Manager at Lopesan Hotel Group
We can say that the growth the chain has experienced is partly thanks to the automation and digitization of processes that were previously manual and reduced process efficiency
This study highlights the success of Lopesan Hotel Group in adopting Civitfun's online check-in solutions in its establishments. The brand has seen notable results throughout the entire guest journey, improving both operational efficiency and customer satisfaction.
Civitfun's mission is to simplify and digitize all manual reception processes so that staff can focus on what matters most: providing unique experiences to their guests.
Founded in 1995, Lopesan Hotel Group is currently one of the leading hotel chains in the Canary Islands, with a strong presence in Spain and other countries. It operates 20 hotels spread across Fuerteventura, Gran Canaria, Germany, Austria, and the Dominican Republic.
The group offers an unparalleled hotel experience, with a wide variety of brands, including The Lopesan Collection Hotels and Abora by Lopesan Hotels, among others. Each brand is a promise of quality, designed to captivate the most discerning travelers.
Number of rooms: +7,000 rooms.
Lopesan Hotel Group
Why did they choose Civitfun?
We chose Civitfun because they offered a bidirectionally integrated solution with our PMS, Opera. Additionally, we knew other companies in the sector were betting on their solutions for digitizing the reception, and it was indeed a good decision.
Reduce waiting times at reception
There was a need for a tool to streamline reception processes and avoid long queues, ensuring a quick and comfortable arrival, improving customer satisfaction, and optimizing hotel operational efficiency.
Offer a personalized service
Adapting guest experiences based on their individual preferences, offering upselling and cross-selling services during online check-in and providing a more personalized and attentive experience during their stay.
Automate manual tasks
Digitalizing reception processes and promoting guest autonomy by allowing them to check-in online before arriving at the hotel, improving the guest experience, and reducing the workload on reception staff.
Civitfun understood the challenges at Lopesan Hotel Group and provided the solution that best addressed the chain’s objectives and challenges. Currently, the solution is implemented in 65% of the chain, with projections to expand it to the rest of the hotels.
Products implemented in the chain:
The smooth bidirectional data synchronization between Civitfun and Lopesan Hotel Groups’ management system, Opera, optimizes and simplifies the entire front desk operation.
On the other hand, the chain relies on Roiback, Civitfun's partner, to diversify its distribution strategy and strengthen the direct channel, achieving outstanding results such as:
Offering guests the ability to check-in online from their devices before arriving at the hotel, either through an automated email sent by the hotel, a button embedded on the hotel's website, or through bed banks like Booking.com, MTS, and others, represents a significant advancement in customer autonomy. The implementation drastically reduces waiting lines and optimizes manual reception processes.
Additionally, this solution ensures compliance with all legal regulations, as each property can customize the data collected according to local regulations. The option to electronically sign the cardex and legal texts at the time of registration guarantees the legality and security of the transaction.
Joaquín López
Technical Manager of Lopesan Hotel Group
Working with Civitfun has been an exceptional experience. They are a proactive company and always looking for ways to improve. The staff is very approachable and easy to work with. I would recommend Civitfun to any company looking for innovative solutions and a committed team!
The implementation of online check-in in the chain, besides simplifying the arrival process, also improves communication with guests, making it smoother and more personalized.
Collecting information during the online check-in process helps obtain higher quality data, as the guest themselves fill in the details.
Furthermore, the inclusion of a checkbox accepting the sending of commercial emails during online check-in benefits the hotelier and gives guests the opportunity to receive relevant information about promotions and special offers.
ResultsThe results are backed by data from Civitfun (visible to the client in the panels and reports of the Guest Communication Hub), as well as insights from Lopesan Hotel Group, which contributed to this case study.
169,93%
Growth rate of check-ins in 2023 vs 2024
26%
of the total bookings at Lopesan Hotel Group have completed online check-in with Civitfun
€18,286
Saving on paper and ink 2024
2,825hours
Time saved in 2024
Channels for online check-in
80%
Completed check-in conversion rate
In summary, the implementation of online check-in at Lopesan Hotel Group has led to significant achievements and benefits for the hotel chain. As one of the first clients to use multiple booking channels from bed banks, Lopesan has experienced remarkable growth in check-in rates in 2024 compared to the previous year. They have achieved great improvements, such as significant savings on paper and ink and increased efficiency, the latter due to time saved on manual tasks. This initiative has allowed guests to enjoy a faster check-in process, avoiding long waits at reception and offering greater flexibility in their arrival at the hotel.
The implementation has expanded to the majority of the chain, demonstrating a strong commitment to adopting innovative technology to enhance the guest experience.
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