Staypineapple Switches Guest Journey Platforms and Sees Significant Monthly Revenue Increase

Challenge: Disconnected Tech Makes it Hard to Maximize RevPAR

For Ryan Creek, Director of Customer Relationship Management at Staypineapple Hotels, delivering personalized guest experiences wasn't just a nice-to-have – it was essential to their brand promise. Yet like many hospitality leaders, Ryan faced a frustrating reality: valuable guest data was unavailable through their SMS Guest Messaging systems – forcing the property to leave extra revenue on the table.
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"We're really proud of the fact that we personalize each guest experience," shares Ryan, "but sending guest offers based on specific fields was a big pain point before Akia." Ryan knew this valuable data existed, but their previous Guest Journey Platform wouldn't sync in real time. 

This data fragmentation created significant business challenges:

• Staff were forced to manually enter data, increasing the margin for error and labor costs
• Marketing campaigns couldn't effectively segment based on the guest’s reservation category
• Personalization efforts remained inconsistent and ad-hoc, rather than unified
• Disconnected systems prevented the sync of guest preferences and histories

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Solution: Creating a Unified Guest Profile

Staypineapple combined three powerful tech solutions to achieve a unified guest profile across all their properties:

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Akia's Guest Journey Platform serves as the front-end SMS engagement tool, capturing guest preferences through messaging and custom mini-apps. 

Salesforce functions as the central CRM database where comprehensive guest profiles are maintained and enriched over time through Akia.

MEWS Property Management System handles operational data and ensures critical guest information flows seamlessly across the entire Staypineapple ecosystem.

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How It Works: Supercharging your CRM

1. Data Capture: When guests book, their email address and preferences are captured through a digital registration card powered by Akia Mini Apps
2. Continuous Enrichment: Guest data is synced between Akia and MEWS throughout the entire journey – from room service orders to checkout times – creating a single source of truth in the property CRM
3. Marketing Segmentation: The marketing team leverages this rich data for highly targeted campaigns based on verified preferences and behaviors

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Results: Personalization That Drives Revenue

Staypineapple's integrated approach has transformed their ability to deliver memorable, personalized experiences while driving significant business results:

• Gained $20,000 in additional revenue for single properties per month with AI-powered Smart Upsells
• Replaced 56% of OTA emails with actual guest contact information collected through Mini Apps
• Increased RevPAR across the portfolio from parking, pet fees, early check-in, and room upgrades
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"The real magic happens when technology empowers our staff to focus on genuine human connections," says Ryan. "Now we can recognize our guests' preferences instantly—whether they prefer extra pillows, specific room locations, or traveling with their beloved pets. Creating these special moments keeps guests coming back."

Day-to-Day Applications: Akia in Action

Reducing OTA Dependency

By capturing unmasked guest emails through Akia, Staypineapple is able to book more OTA-commission-free stays. This is a win-win for guests and the property, as they can offer special incentives for booking directly.. Ryan and team understand the importance of guest emails to increase direct bookings, and love the ease with which Mini Apps capture them.

Tail-Wagging Personalization

Staypineapple's commitment to being "dog obsessed" is one of their key brand pillars. With the integrated system, hotel staff can now greet guests and their four-legged friends by name, thanks to details collected through Akia's pre-arrival communication and fed into MEWS.

"We even keep a chalkboard at the front desk with all the visiting dogs' names!" shares Ryan. This kind of attention to detail creates memorable moments that resonate with guests.

Credit Card Capture for Influencers, B2B, and B2C Guests

Staypineapple leverages Akia to capture payments and contracts for their robust influencer program. They securely store these payments and contracts in Akia and their PMS for easy access across all properties – for both business and leisure guests.

Top-Notch Departure Experience

Staypineapple uses Akia to instantly provide guests with their stay folio before leaving the property. Guests are sent a breakdown of their charges directly to their phone in a Folio format. This transparency helps to answer any questions before they grow into larger disputes. 
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Conclusion: A Growing Partnership

Staypineapple continues to expand their use of the integrated platform. As Ryan explains, "We love what we've done so far with Akia and customized Mini Apps, and we're just getting started. There are so many more ways to surprise and delight our guests." Future plans include creating even richer experiences throughout the guest stay journey and finding new opportunities to leverage their unified guest profiles for marketing and revenue generation.

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