Case Study
Nomado Boosts Waldorf Astoria Los Cabos Ancillary Revenue by 79% with Branded Web App
Autumn 2024
Written By: The Nomado Team
"Nomado has definitely increased our bookings for activities and excursions… we've been selling them like crazy.”
— Concierge Team Member
Customer Background
The Waldorf Astoria Los Cabos Pedregal is a five-star resort set on a cliffside with stunning views of the Pacific Ocean. The setting, architecture, and service have garnered the resort many accolades: the #1 resort hotel in Mexico, #41 in the world, Forbes 5 stars for both the hotel and the spa, and most recently 2 Keys from Michelin.
Challenge
Guests were often unaware of the full range of on-property amenities and experiences available, resulting in low activity booking numbers and missed revenue opportunities.
The reliance on large, cumbersome PDF files for sharing activity information made it difficult for guests to find options and challenging for the marketing team to update content, presenting an opportunity to improve the guests’ digital experiences.
Solution
Nomado developed a custom web app for the Waldorf Pedregal, addressing the resort's need for a digital platform that meets exacting brand standards and improves guest engagement.
When guests check in, the front desk staff texts them a link to the Nomado web app. Alternatively, guests can also scan a QR Code in their room to access Nomado.
Nomado’s flexibility and ease of use make it a powerful marketing tool for the resort. Concierges can text guests links to the specific items or sections within the platform that they are interested in, and guests can book any item in 3 clicks.
There are many natural promotional levers within the platform (reordering the home screen, promotional banners, etc). These features empower the resort’s marketing team to present guests with an easy to use interface and highlight exactly what they want guests to focus on. This has had a large impact on ancillary revenue for the Waldorf Pedregal.
Impact
Increase in Ancillary Revenue and Bookings
The Waldorf Pedregal has seen a 79% increase in overall activity & amenity bookings since Nomado launched at the property, accounting for changing occupancy rates.
In the first year after launch, spa bookings saw a 20% increase, an improvement attributed to the enhanced discoverability and user-friendly navigation of the spa menu within the platform.
Concierges have noticed a large uptick in bookings after listing activities on Nomado (glass-bottom kayaks, private dinners, tequila tastings, etc) - they remark that the average guest seems more engaged and knowledgeable about the on-property offerings.
As such, there has been an 814% increase in engagement with Nomado compared to the previous guest communication methods, with an average of 57 Kipsu conversations initiated weekly regarding activity bookings. This dramatic rise in guest interest and interaction has translated directly into increased revenue for the resort's experiential offerings.
"We fully book out our F&B special experiences now thanks to Nomado."
- Food & Beverage Team Member
Growth in User Engagement
Users are spending an average of 3 minutes and 11 seconds per session, indicating deep engagement with the content and offerings presented. So far, Nomado has generated 1.1 million total page views from 66,000 unique users, with 1.8 million clicks recorded across the platform.
“Introducing guests to Nomado during check-in is now part of our standard protocol. We keep Nomado as the source of truth for all activities and information about our property.” - Front Desk Team Member
"We no longer have guests saying that they didn't know about a certain activity or experience at check out."
— Front Desk Team Member
Streamline Hotel Operations
Nomado has become an integral part of the resort's operations. It now serves as the "source of truth" for all resort activities and information, streamlining operations and even functioning as a training manual for new hires. This integration has not only improved the guest experience but has also enhanced the efficiency of the resort's staff, particularly the concierge team, which can now provide more informed and targeted assistance to guests.
“With Nomado, sharing In-Room Dining menus has become much easier. We can easily share a link to the menu from Nomado instead of asking guests to click through things or scan codes."
— Concierge Team Member
Real-time Updating
The intuitive design of Nomado’s Admin Tool and the ease of making real-time updates have significantly boosted ancillary revenue for the Waldorf Pedregal. As an example, in August 2024, booking numbers for tequila tastings were lower than expected, so the Waldorf Pedregal team simply moved the “Culinary Experiences” tile, which housed the tasting listings, to the first/top position in the tile grid on Nomado’s homepage. This simple reordering (an action that takes ~2 seconds) tripled the weekly average of tequila tasting bookings through the rest of August.
"Nomado doesn't seem like a third party product, but rather truly like a Waldorf Astoria product."
- Chintan Dadhich, General Manager of the Conrad New York Downtown
Design Customization for Luxury Brands
Nomado dovetails seamlessly with the Forbes 5 Star-level aesthetics at the Waldorf Pedregal. The platform contains several design elements and nuances that honor the deep traditions of the Waldorf Astoria brand, while also being tech-forward. The level of aesthetic customization in the Nomado platform is a key competitive advantage for a luxury brand, in which all digital collateral must be to the highest design standard.
Summary
Nomado’s intuitive design and easy-to-navigate interface have led to substantial increases in activity bookings, digital engagement, and ancillary revenue for the Waldorf Pedregal. Nomado has become a core part of the concierge team’s workflow, and has streamlined guest communication and interactions.
