Aquaria Natal Hotel

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Americas

How Aquaria Natal Hotel Climbed from #59 to #1 on Tripadvisor and increased ADR by 55%

Reviewpro Reputation

Americas

Independent Hotels

Resorts

Americas

Area of operation

1

Number of properties

89

Number of rooms

After a significant drop in occupancy and staffing challenges in 2020, Aquaria Natal Hotel leveraged technology to enhance its guest experience. This transformation led to a Tripadvisor ranking jump from #59 to #1, a 55% increase in ADR, and the rehiring of 32% of its staff.

Solutions implemented

Infrasys POS

Reviewpro Reputation

Iceportal Content

Shiji Platform

Daylight PMS

Meridian Experiences

Horizon Distribution

Astral Payments

Twilight Data + AI

This Brazilian brand, located in Ponta Negra, had been lagging in the online reputation ranks as far back as 2019. After plummeting in occupancy, and losing most of its staff in 2020, the direction needed a change for the better. Technology was harnessed to improve guest experience, and staff was put at the top of the agenda, with incredible results.

Challenge

• In October 2019 the hotel was at #59 of116 hotels in Natal.

• In March 2020, the property’s occupancy plummeted from 95% to 15% in one week.

• In December 2020, the hotel was forced to lay off over 45% of its employees.

Solution

The response was deliberate: look after remaining staff and this would have a positive impact on guest satisfaction. “If you want to deliver great service to your guests, first you must deliver great conditions for your staff,” said Alves.

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We recognized from the very beginning that our greatest advantage was our team and our service. We needed to invest in our team development.““

-Gefferson Alves, General Manager

1) Improved staff wellbeing as a key driver to success

Alves recognized the importance of transparency and clear expectations. “If you want things done well, you have to work closely with the team,” he said. “You have to put yourself in their shoes.” Some of the employee programs and benefits offered by the hotel include:

2) Used the right technology to monitor and improve guest satisfaction

Aquaria Natal Hotel used the ReviewPro’s Hotel Reputation solution every day to:

3) Set KPIs and internal goals to ensure success

The brand used the ReviewPro solution to set KPIs and also established new internal procedures to support continuous improvement.

Results

•Today Aquaria Natal Hotel currently occupies the #1 position on TripAdvisor.

•ADR is now 55% higher than in 2019.

•The brand has managed to hire back 32% of the employees that were laid off.

About the

Aquaria Natal Hotel

The Aquaria Natal Hotel is located on the seafront of Ponta Negra Beach, Brazil. Serving as one of the newest hotels of the area, it was designed to provide guests with a beautiful view of the sea in front of the Hotel.

The hotel currently is ranked as #1 on Tripadvisor in Ponta Negra Beach.

About Shiji Group

Shiji Group is a multinational technology company that provides software solutions and services for enterprise companies in the hospitality, food service, retail, and entertainment industries, ranging from hospitality technology platforms, hotel management solutions, food and beverage, and retail systems, payment gateways, data management, online distribution and more.

Founded in 1998 as a network solutions provider for hotels, Shiji Group today comprises over 5,000 employees in 80+ subsidiaries and brands in over 31 countries, serving more than 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets.

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