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SiteMinder supports Invergarry Hotel’s improved guest experience

  Posted in Case Studies  Last updated 9/05/2024

Invergarry Hotel

Invergarry Hotel is a multi award-winning accommodation and one of the last historic inns in the Scottish Highlands.

Independent and family owned, the hotel is steeped in character and is the perfect location for those looking to explore the Scottish Highlands or simply take a quiet getaway.

On top of the ultra comfortable rooms, there’s also the brasserie and bar serving rustic highland food and hearty vibes.

We recently spoke to the owner, Nigel Robson, about his journey and how SiteMinder’s platform has helped the property optimise the business.

Invergarry Hotel

A new venture with strong foundations

Nigel came to the operation of Invergarry Hotel with no prior hotel management experience, but that’s not to say he was unprepared.

“I actually used to work in the motor trade for Michelin Tyres and had an exciting career in the motor industry travelling much of Europe,” he explained. 

“One day I decided I wanted to do something for myself and looked for my own business to buy. I happened to be driving by the Invergarry Hotel and noticed it for sale. I had no experience in the hotel industry, however I knew all about purchasing, great customer service, operating teams of people and as part of my job stayed in many hotels.”

It only took a few days for Nigel to take the leap and start living his dream. Now, the property is aided by SiteMinder’s platform to streamline online bookings, customer communication, promotions, website design, and more.

“It’s easy to use and once you’re set up, it’s a one-stop shop,” Nigel said.

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Simple features that deliver powerful results

Invergarry Hotel is using SiteMinder to support the management of all the crucial aspects of running a hotel.

This includes a channel manager to automate room sales on third-party booking sites, a direct booking feature to maximise direct reservations and profit, and a website builder to create a beautiful, optimised website for the brand. 

In addition, the property is utilising SiteMinder’s Insights feature. Insights give hoteliers vital local market data in real-time, making it easy to adjust pricing strategies quickly to maximise revenue.

Last but not least, Invergarry Hotel has been using the Guest Engagement feature to improve customer relationships and communication.

Invergarry Hotel

Taking guest interaction to a new level

Nigel was interested in adding Guest Engagement to the mix for a particular reason.

“I was looking for a more proactive approach to managing and communicating with guests,” he said.

Guest Engagement is the perfect solution for this, since it helps to automate and personalise guest communications as well as creating more opportunities to upsell and boost revenue.

On top of this, it can save a lot of time and hassle for both guest and host, according to Nigel

“It definitely saves time on guest check-in and it’s also great for creating in-room directories with the QR code. We’ve been particularly impressed by these two features because it makes it easier for us and the guests find it convenient too.”

Everyone knows how important it is to eliminate unnecessary guest friction and enhance their experience. SiteMinder’s Guest Engagement let’s hoteliers communicate and engage with guests like true professionals, boosting revenue and reputation in the process.

Thank you, Nigel, for your feedback and we wish you the best of luck in the future at Invergarry Hotel.


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