Gisborough Hall Hotel

Partnership

Gisborough Hall is an award-winning country house hotel on the edge of the North York Moors. The hotel runs its end to end online guest journey on Journey: the all-in-one booking engine, Journey Vouchers for gifting, and a digital marketing programme that bring guests to both.

Challenge

Gisborough Hall wanted one connected platform behind the whole guest journey, rather than separate systems for rooms, dining, and gifting. Any new addition to the hotel needed to sit inside that same online guest journey, not bolt on beside it - most recently proven when the hotel added a new woodland spa, Sakura Spa.

Approach

Journey brings Gisborough Hall's guest journey together in one platform.

The all-in-one booking engine carries the booking journey through from the first click, and Journey Vouchers lets guests gift a stay the same way across the board. The hotel's digital marketing programme drive that traffic in the first place, converting browsers into direct bookings. And when the hotel launched Sakura Spa, it plugged into the same connected platform via the Experience Management System, so the new spa sits alongside rooms, dining and gifting as part of one guest journey rather than a standalone system.

Stats

Online Bookings
+ 217 %

One connected guest journey

One platform, smoother operations

Gisborough Hall looked at a number of platforms before choosing Journey, and a connected platform was the deciding factor.

Journey stood out because it wasn't just a booking system. It's the booking engine, and the digital marketing that drives traffic to it, working together as one online guest journey rather than a set of separate platforms.

Commercial visibility across the business

Seeing where the opportunities are

The platform gives Gisborough Hall a clearer commercial view of the whole guest journey: live reporting on bookings and revenue, without gathering the data by hand. Because every part of the guest journey - rooms, dining, gifting, and now spa - sit inside the same platform, that visibility runs across the business rather than one part of it. Gisborough Hall can see how each is performing, and where there's room to sell more.

That's already showing in the numbers: online bookings are up 217% year on year, with a younger demographic increasingly booking online.

Don’t take our word for it

“I would definitely recommend Journey to work with for any other hoteliers or owners, just because they’ve been so interactive, so quick to respond. We’ve had to pivot a little bit and do something different, that’s not been a problem, the information’s there constantly and the dashboards are really easy to use. It’s very user-friendly. We consider them as part of our wider team, and that’s really important to us. We want to see a long relationship and grow together as we do as a business.”
Review by Ruairidh Taylor Hotel Manager
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