Tuesday, March 11, 2025

Saratoga Arms: streamlined operations and increased revenue through Google Hotel Ads integration

Scott Hall

22X ROI on Google Hotel Ads marketing spend in 2024

Introduction

Saratoga Arms, a boutique hotel in Saratoga Springs, New York, has leveraged ThinkReservations to transform its operations and enhance guest experiences. Under the leadership of its management team, including General Manager Rachel Paley and owner Amy Smith, Saratoga Arms has effectively utilized ThinkReservations' suite of tools to streamline processes, increase revenue, and provide personalized service to its guests.

Background

Saratoga Arms, a historic property in the heart of Saratoga Springs, faced challenges with managing reservations efficiently and maximizing revenue. Prior to adopting ThinkReservations, the hotel relied on manual processes, including physical reservation sheets and whiteboards, which were prone to errors and inefficiencies.

Why ThinkReservations

Saratoga Arms chose ThinkReservations to address several key challenges:

Eliminate redundancy in reservation management
Improve cancellation handling
Streamline guest data management

Enhance reporting capabilities for informed decision-making

Access to reporting tools has produced a significant impact in Saratoga Arms operations. From personalization of the guest experience to a nuanced understanding of the property performance, Saratoga Arms has really leveraged ThinkReservations reporting capabilities, helping adapt room availability, pricing and experiences for guests.

Key features utilized

Saratoga Arms has particularly benefited from several ThinkReservations features:

Waitlist management: Allows the property to fill cancellations efficiently without overbooking
Comprehensive guest profiles: Enables staff to access guest information quickly and provide personalized service
Intuitive interface: Easy for staff to learn and use daily
Robust reporting: Provides actionable insights for business strategy adjustments

"ThinkReservations has really helped us manage cancellations," noted Rachel Paley, Saratoga Arms General Manager. "The number one way that it does that is by utilizing the waitlist feature that is really unique to ThinkReservations."

Enhancing guest experience

ThinkReservations has enabled Saratoga Arms to provide a more personalized and efficient guest experience:

Quick access to guest information: Staff can easily retrieve guest data, allowing for more intelligent and personalized interactions
Waitlist feature: Improves guest satisfaction by offering alternatives when the hotel is fully booked
Streamlined booking process: Guests can now book directly through Google Hotel Ads, simplifying the reservation process

"Guests are thrilled to be called if they are added to the waitlist” Rachel Paley explained. "And that is just a wonderful way for us to have a personal connection to guests that have expressed an interest in staying and we didn't have availability."

Results and impact

The integration of ThinkReservations has yielded significant results for Saratoga Arms:

Increased revenue: The Google Hotel Ads integration has been a "total game changer" in terms of boosting revenue
Improved efficiency: Eliminated manual processes and reduced errors in reservation management
Enhanced decision-making: Robust reporting allows for data-driven business strategy adjustments
Competitive advantage: Ability to compete on an even playing field with OTAs through Google Hotel Ads integration

"It has really helped our business in ways that we didn't know could be helped. It was amazing," Amy Smith, Saratoga Arms owner enthused about the Google Hotel Ads integration.

Conclusion

Saratoga Arms' success story demonstrates how a historic property can leverage modern technology to enhance operations, increase revenue, and improve guest experiences. By embracing ThinkReservations, Saratoga Arms has not only streamlined its processes but also positioned itself to compete effectively in the digital marketplace, offering personalized, efficient service to guests from around the world.

Back to Case Studies