Testimonial Golden Lake Resort

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Ranked as one of the top hotels in the Balaton Region, Hotel Golden Lake Resort is an excellent choice for guests seeking an exclusive lakeside experience. The hotel blends elements of a modern design with a touch of nature and the relaxing vibe of Lake Balaton.

The Hotel aims to be an integral part of visitors’ vacation experience in the Balatonfüred, offering an attractive location, luxury amenities, first-class service and custom experiences for a wide variety of tastes.

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What influenced your decision to partner with Guestcentric?

Guestcentric found us at exactly the right time. We were already looking for a new partner to deliver an integrated booking solution for our hotel. I did some research in the Hungarian market, but did not find any company attractive. None of the prospects I spoke to appeared to deliver a solution centered around the guest experience, improving our customer service, or increasing hotel bookings.

These vendors also didn’t clearly communicate how their solutions would help our business grow digitally. For example, one proposal promised to revamp our existing hotel website, but did not provide evidence on how this revamp would actually optimize our website for increased visibility and sales.

And then, I don’t know how, but Lucia Costa from Guestcentric’s sales team found us. When I first received the email from her, my first thought was, “Here we go again, another company trying to sell us something.” But after reading it in more detail, I agreed to virtually meet with her to find out more about what Guestcentric could offer our business. At that meeting I began to think, “This solution seems different from the rest.”

What first stood out to me during that meeting was Guestcentric’s strong passion about the hospitality industry and drive to optimize the guest experience. I was extremely impressed by this attitude, and therefore knew Guestcentric would be an ideal fit for our business.

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How has the onboarding experience been with Guestcentric, and how does it compare to other vendors in the industry?

In my experience, the onboarding experience with Guestcentric has been vastly superior because I was given a clear timeline for deliverables. The onboarding team also regularly communicated with me via video chat or email throughout the entire process, keeping me informed of the progress.

Most importantly, what I really valued the most about this experience was the onboarding team’s flexibility to adapt to our hotel’s needs. When we started this process, we scheduled to go live in August 2021. As is to be expected with most onboarding projects, we encountered some disruptions along the way. In our case it was mostly due to the tourism situation in Hungary and staffing challenges. Whenever this happened, I would speak to Filipa Veira from the onboarding team, who was extremely patient and flexible with us.

All in all, I am extremely happy to have found Guestcentric. I really want to emphasise that throughout the onboarding process, Guestcentric demonstrated a level of professionalism that is unmatched by other tech players here in Hungary.

Does the final result of the website design meet your expectations and does it match the look and feel of the property?

Definitely! When the website was ready, we had a conversation with the design team and Filipa, where we agreed to implement small modifications but were happy with the overall result. Now that we are live, the website completely matches with our vision and hotel brand. Our goal was to showcase the best pictures and faces of our hotel. Guestcentric has helped us achieve this goal.

Our hotel sits right on the coast of the lake, is a conference hotel, and situated in an excellent location. We wanted our target online visitors seeking these experiences to know instantly, from the first glance, why they should book directly with our hotel. I am happy to say that since going live, we have already started receiving positive feedback about our new and improved website.

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I really want to emphasise that throughout the onboarding process, Guestcentric demonstrated a level of professionalism that is unmatched by other tech players here in Hungary. 

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On a scale of 1 to 10, how would you rate the level of support throughout the onboarding process? Why?

I would definitely rate Guestcentric’s support as 10 out of 10. We are extremely satisfied with the service thus far, not only because Guestcentric solves every question or issue in a timely manner, but also due to the flexibility throughout the entire onboarding process. Not once did I feel under pressure to press forward too quickly without thinking things over. If I had questions or doubts about certain changes or ideas, Guestcentric’s onboarding team would quickly answer and clarify them.

On a scale of 1 to 10, how would you rate the platform training provided to your staff? Why?

I would also rate 10 out of 10 for the level of training. It’s important to note that Guestcentric’s platform is unlike any system we have ever used previously, and therefore we need some time to familiarize ourselves with all the tools and functionalities. Having said that, the training has been excellent, and we have the sessions recorded so we can always review processes and clarify any doubts.

Prior to Guestcentric, we never had our website integrated with external booking channels. Thus, we are still getting used to having all reservations under one centralized solution. We need to practice, but I am confident we will soon grow comfortable with the solution.

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We are extremely satisfied with the service thus far, not only because Guestcentric solves every question or issue in a timely manner, but also due to the flexibility throughout the entire onboarding process.

The keyword and value for us is ‘integration’, which is what sold me on Guestcentric’s platform. 

How useful are you finding Guestcentric solutions after the first 3 weeks of using them?

Although we need to continue practicing and learning so that we can make the most of the entire platform, we are already finding Guestcentric’s solutions very useful. The system seamlessly connects to our PMS, and it’s super helpful to have all our reservations data in one place. I am confident that we will soon make the best use of all the functionalities. 

When considering our product, which feature really impressed you?

My first thought was, “ Wow, this is an integrated system! When I need to create a promotion, I won’t need to separately login multiple times to our CMS, booking system, and Facebook etc and then manually connect back to the other side of the system. Everything is managed in one place!”

The ability to manage everything from our revenue to marketing and guest communications under one centralized solution is what really stood out to me when considering Guestcentric as a partner. We are a small but dedicated team managing these processes at our hotel, and therefore I knew we could really benefit from having all our hotel’s information under one platform.

As I mentioned earlier, we are still practicing and learning the solution, but I am confident that we will be fully adapted to it within 3 to 4 weeks. The keyword and value for us is ‘integration’, which is what sold me on Guestcentric’s platform.

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