Business Challenge
The resort noticed several key issues:
- Guests interacted with the brand through different channels — website, mobile, front desk — but these experiences were disconnected.
- There was no centralized loyalty program to reward repeat customers.
- The resort lacked a direct way to engage guests with personalized offers, appointment reminders, or location-based promotions.
The company wanted to create a mobile app that would bring all of these touchpoints together, offering a seamless guest experience across channels and encouraging long-term loyalty.
Solution
We developed a user-friendly mobile app for iOS and Android that combined the resort’s services, loyalty program, and customer communications into one platform. Key features included:
- Loyalty Program: Guests could earn points for bookings, spa treatments, referrals, and reviews. Points could be redeemed for discounts, free services, or gifts. A tiered system (Silver, Gold, Platinum) encouraged frequent visits.
- Seamless Guest Experience: The app connected with the resort’s website, call center, and in-person services. Whether a guest booked a massage online or checked in at the front desk, their information and rewards were always up to date.
- Location-Based Offers: The app used guests’ location to send notifications about nearby services, special in-resort promotions, or events — making their stay more personalized and timely.
- Booking Management: Guests could browse services, view availability, and schedule treatments or activities directly in the app.
- Secure Access: Guests could log in quickly using their email or existing social media accounts, while all data remained protected.
Project Stages
- Planning: We mapped the entire guest journey and defined key features of the app.
- Design: A clean, relaxing interface that matched the resort’s branding was created and tested with real guests.
- Development: The app was built in stages and tested regularly to ensure high performance and reliability.
- Launch & Support: After publishing the app in stores, we provided training to the resort’s team and continue to support app updates.
Business Outcomes
- 45% increase in app usage within 3 months of launch
- 30% more direct bookings, reducing commission fees paid to third-party platforms
- 25% rise in spa service bookings, especially during off-peak hours
- 20% increase in guest return rate
- 70% of app users actively used the loyalty program each month
What the Client Says
“Our guests love the app. It helps them feel connected before, during, and after their stay. We’ve seen more return visits and better engagement overall.”
— Marketing Director, Spa Resort Chain
Technologies Used
To deliver a reliable, fast, and seamless experience for both guests and staff, we used the following technologies:
- Swift & Kotlin: These tools helped us build fast, native mobile apps for iOS and Android, ensuring smooth performance and beautiful design across devices.
- Java (Backend): Used to power the logic behind bookings, loyalty tracking, and user profiles.
- PostgreSQL: A secure and flexible database that stores guest information, rewards, and booking history.
- OAuth 2.0: This industry-standard technology ensures that user logins are secure, while also making it easy to connect accounts across different systems.
- REST API: Enabled real-time communication between the mobile app, website, CRM system, and resort’s backend.
- Google Maps SDK: Allowed us to integrate map-based features such as location-based offers and easy navigation to the nearest resort.
Need a Similar Solution?
If you're looking to grow your customer loyalty, increase bookings, and deliver a seamless digital experience, we can help. Let’s build something exceptional together. Contact us!
