David Correa
R2 Hotels
Civitfun is the best online check-in tool, without a doubt. It has brought great benefits to R2 Hotels, effectively solving some of the chain's challenges, such as speeding up check-in at the reception desk, where often full buses were arriving and forming long lines.
In addition to streamlining the front desk, we have significantly decreased the use of paper; guests no longer need to bring printed reservations.
In the quest to enhance guest experience and optimize operations, R2 Hotels has implemented Civitfun solutions. This has allowed the hotel chain to streamline the check-in process, achieving significant savings in resources and time.
In this success story, we explain the solutions implemented in the chain's hotels and how they have improved operational efficiency.
R2 Hotels is a hotel chain originally from Fuerteventura, which has grown with dedication and now boasts 11 properties strategically located across the Canary and Balearic Islands. Each hotel is designed to offer unique experiences, whether in adults only hotels or fun filled family vacations.
The chain recently opened the R2 Higos Beach Apartments in Costa Calma, bringing the total to seven properties in Fuerteventura. Additionally, it owns the R2 Bahía Kontiki Beach Apartments in Lanzarote and three more hotels in northern Mallorca.
Number of rooms: 1,610 rooms.
Rafael Rodriguez
CIO de R2 Hotels
We got to know Civitfun through the recommendation of a colleague in the industry. This contact explained to us the benefits their hotel experienced after implementing the platform, highlighting improvements in management and guest satisfaction. Based on this reliable recommendation, we decided to explore Civitfun and were impressed by its potential to optimize our operations and enhance our customers' experience.
Less waiting times and queues at reception
There was a need to streamline reception times and prevent long queues at the front desk during the simultaneous arrival of buses and guests, ensuring a quick and comfortable check-in process.
Improving productivity and efficiency
There was a necessity to implement a tool that would digitize and automate all manual processes at the reception to reinvest that time in tasks that add quality to the service and optimize operational processes.
Increasing guest satisfaction
Facilitating a closer interaction with the guest by avoiding interruptions in communication during their wait at the reception, thus maintaining a continuous and personalized flow of interaction.
Civitfun analyzed the current challenges at R2 Hotels and provided a solution that effectively aligns with the brand's goals and challenges.
Implemented products in the chain:
Online Check-in
T-Paperless
Guestlink
Cross-selling
Payment Protection
Connection with channels
Products in implementation phase:
Push Paperless
Door Opening
The Civitfun API allows smooth bidirectional synchronization with Winhotel, R2 Hotels' PMS.
The implementation of the full Civitfun online check-in process allows an integrated response to each of the needs present at R2 Hotels' receptions.
The online check-in process speeds up registration, enabling guests to complete all necessary registration steps before their arrival. This not only reduces wait times at reception and cuts down queues but also optimizes reception tasks.
For guests who have not completed the online check-in beforehand, T-Paperless allows them to do so easily upon arrival, ensuring a fast and smooth experience. Some hotels in the chain already have Push Paperless implemented, a T-Paperless feature that further streamlines the check-in process.
These solutions eliminate the need for printed forms and documents, as the digital check-in process fully digitizes contracts and CARDEX forms, allowing electronic signatures. The digitalization of these processes reinforces the chain's commitment to the environment and sustainability.
Additionally, since the solutions are bidirectionally integrated with the PMS, the chain can easily view signed contracts in their own management system.
Rafael Rodriguez
CIO de R2 Hotels
The implementation of online check-in with Civitfun has been crucial in streamlining guest entry at our hotel chain. This system has significantly reduced waiting times at the reception and has enhanced the overall guest experience.
R2 Hotels operates largely under a tour operator model with high percentages of clients coming from indirect canals. With the connectivity between the Civitfun API to distribution channels, the chain optimizes the management of bookings coming from various bed banks and OTAs, ensuring high occupancy and a seamless booking experience for guests.
Furthermore, some hotels in the chain are implementing Door Opening, a Civitfun solution that allows guests to access their rooms without physical keys. This innovation is achieved by integrating Civitfun with electronic door lock providers, ensuring quality and security service.
The Payment Protection solution integrates with secure payment gateway providers, protecting clients' financial information and facilitating the payment of tourist taxes in Balearic hotels where the ecotax applies. Additionally, this solution significantly reduces chargebacks and fraud.
The online check-in process is complemented by the Guestlink solution, allowing increased communication with guests through automated pre, intra, and post-stay emails. Using this tool alongside the Cross-selling solution, which offers additional products and services during the online check-in process such as room upgrades or spa services, enhances customer satisfaction by providing a personalized service and increasing revenue per room.
ResultsThe results are supported by data from Civitfun (visible to the client on Civitfun’s dashboard) as well as R2 Hotels' own data and insights, which contributed to this case study.
€ 11,055
Savings on paper and ink in 2024 with total check-in digitalization
50%
Reduction in time spent on the online check-in process
€ 12,037
Savings in manual task costs for 2024
8,835hours
Time saved in 2024
R2 Hotels' rating for Civitfun
78%
Conversion rate of completed check-ins
Channels for online check-in
The implementation of Civitfun's online check-in system has proven beneficial for R2 Hotels, resulting in significant savings in resources and time. Savings on paper and ink, along with reduced time spent on manual tasks, have allowed for more efficient reception management.
The system has notably improved the work of receptionists across all hotels, facilitating a faster and more accurate check-in process. Additionally, it has enabled marketing and commercial departments to obtain real email addresses from guests who agree to receive commercial information, optimizing their campaigns.
Projections for 2024 show considerable expected savings in both time and operational costs. Furthermore, the continued increase in the number of check-ins and the rating given by R2 Hotels to Civitfun highlight the success and acceptance of Civitfun's technological solutions.
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