A-Collection, part of Atlas Hotels Group, operates a diverse portfolio of hospitality brands, ranging from luxury to budget accommodations.
With each property catering to distinct guest expectations, maintaining a consistent yet personalized customer experience was a growing challenge.
TCXA was brought in to unify the guest experience across all brands while ensuring each retained its unique identity.
Managing CX across multiple hotel brands meant balancing two key objectives:
Luxury guests expected exclusivity, personalized service, and high-touch experiences.
Budget-conscious travelers prioritized efficiency, convenience, and affordability.
A one-size-fits-all approach would not work… The existing guest journeys lacked cohesion, loyalty programs felt disconnected, and post-stay engagement strategies did little to drive retention.
TCXA implemented a structured approach to align guest experiences while tailoring engagement strategies for each segment.
Journey mapping across brands: We mapped the entire guest experience for each hotel category, identifying critical touchpoints that needed improvement. This allowed for streamlined, brand-specific interactions while maintaining a consistent CX framework across the portfolio.
Personalized loyalty strategies: We restructured the loyalty program to cater to different traveler types, offering exclusive experiences for luxury guests and practical, high-value incentives for budget travelers.
Digital-Physical touchpoint optimization: From online booking experiences to in-hotel service flow, we integrated digital and physical touchpoints to create a seamless, intuitive journey for guests at every level.
Increased repeat bookings: By creating more relevant engagement strategies, the number of returning guests grew across all brands.
Improved NPS scores: Post-stay feedback reflected higher satisfaction, with guests citing smoother check-in/check-out experiences, better personalization, and improved post-stay communication.
Stronger brand identity: Each hotel maintained its distinct positioning while benefiting from a refined, portfolio-wide CX strategy.
By structuring experiences around what mattered most to each guest segment, TCXA transformed fragmented customer journeys into a cohesive, loyalty-driving strategy.
Atlas Hotels now operates with a CX framework that fosters retention and keeps guests engaged, no matter which property they choose.
Let’s build a winning strategy—reach out now, hear from us soon! (less than 24 hours)
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