Waldhotel Am Ilsestein Switches from HS3 to HotelFriend and Wins More Direct Bookings

Client

waldhotel-harz.de

Property Type

Hotel

Location

Ilsenburg (Harz), Germany

The project launch

December 2022

About Waldhotel Am Ilsestein

Waldhotel Am Ilsestein, located in the heart of the scenic Harz region in Germany, is a haven for travelers seeking both tranquility and adventure. Its prime location near the national park gives guests direct access to more than 250 kilometers of hiking trails, making it a favorite among nature lovers.

This 3-star property offers 47 rooms equipped with modern amenities, as well as a wide range of services — from horseback riding and wellness treatments to family-friendly activities. Guests can enjoy international cuisine in the on-site restaurant, relax in the sauna, or explore the surrounding natural beauty.

In late 2022, the hotel decided to make a decisive technological shift: moving from their old on-premise HS3 PMS to a modern, cloud-based solution from HotelFriend.

Challenges Faced by Waldhotel Am Ilsestein

Before partnering with HotelFriend, Waldhotel Am Ilsestein was operating with HS3, an on-premise PMS. Over time, the old system no longer met the evolving needs of the property. Being tied to local installations made it difficult for the team to access data remotely or manage daily operations in an optimal way.

Additionally, they wanted to centralize their distribution channels and make direct sales easier. Their presence on Booking.com and Expedia generated bookings, but they were missing opportunities to manage rates and availability in one place and to capture more direct reservations through their own website.

The main goals of the client were:

Move from an on-premise system to a flexible, cloud-based PMS.
Centralize distribution and rate management across all channels.
Increase direct bookings through their own website.
Improve internal workflows and department coordination.
Ensure a smooth transition with staff training and support.

Switching to a new PMS was a major operational change, so it was crucial to find a reliable partner who could support their team throughout the entire process, from setup to training and daily use.

Solutions Provided by HotelFriend

Waldhotel Am Ilsestein chose HotelFriend’s Select Suite – a package designed for hotels with more complex processes that go beyond the basics of room reservations.

The Select Suite combines a cloud-based PMS, Booking Engine, Channel Manager, and Mobile Concierge App, giving the team everything they need to manage the property efficiently from one platform.

Here's how each component contributed to the hotel's success:

A structured onboarding for a trouble-free transition

The migration from HS3 to HotelFriend began with a carefully planned onboarding process. Through dedicated Zoom sessions, on-site training, and continuous email support, every department received hands-on guidance tailored to their daily work.

The training program covered all essential operational tasks, including:

Entering and deleting bookings
Creating invoices
Managing group reservations
Performing daily closings
Handling accommodation statistics
Check-in/check-out procedures

By the end of the onboarding phase, the entire team was equipped to run daily operations independently using the new platform.

Better operation with a cloud-based PMS

Once the system was in place, the HotelFriend cloud PMS became the central hub for the hotel’s daily operations.

Front desk teams could handle check-ins, check-outs, and invoicing in real time, while managers gained full visibility into occupancy, room status, and performance metrics from anywhere.

This shift away from on-premise infrastructure made the hotel’s operations more agile and transparent, giving staff the flexibility to respond to guest needs quickly and laying the foundation for improved service quality.

Customizable housekeeping tools

To optimize internal processes, HotelFriend introduced customizable housekeeping tools. These allowed staff to sort and arrange rooms in their preferred order, for example, by cleaning priority or type. This resulted in faster turnovers and better coordination between departments.

Centralized distribution with Channel Manager

To bring all sales channels under one roof, Waldhotel Am Ilsestein adopted HotelFriend’s Channel Manager, connecting to:

Booking.com
Expedia
HRS

With real-time synchronization of rates and availability, the hotel eliminated manual updates and reduced the risk of overbookings.

Digitalizing the guest journey with Mobile Concierge

The introduction of the Mobile Concierge App elevated the guest experience from the moment of booking. Guests can complete registration via smartphone before arrival, avoiding queues at reception. During their stay, the app acts as a digital companion, providing travel tips, local dining recommendations, and the ability to make in-app orders with instant payment.

Driving direct sales with a website and Booking Engine

To strengthen their direct sales strategy, the hotel launched a website integrated with HotelFriend’s Booking Engine.

The modern design presents rooms, services, and special offers in a clear and appealing way, while the built-in online booking and payment system gives guests a smooth, secure way to make reservations. This integration also opened new opportunities to upsell additional services during the booking process, increasing overall revenue.

Integrations Featured

HotelFriend integrated the Property Management System with two essential instruments:

Gastronovi

This cloud-based solution for F&B and hotel operations enhanced communication between the hotel's restaurant and rooms departments. It covered everything from table reservations to merchandise management, creating a more cohesive and efficient operation.

Google Hotels

Integration with Google Hotels allowed Waldhotel Am Ilsestein to increase its online visibility and attract more bookings with minimal effort. This ensured that their room rates and availability were prominently displayed in the search results, enticing potential guests to make commission-free bookings.

Results Achieved

The hotel's switch to HotelFriend produced remarkable results in several areas of their business. Let's explore these achievements in detail:

40% faster daily operations through cloud-based workflows

Moving from an on-premise system to a cloud-based PMS transformed the way the team manages their daily tasks. Staff can now access real-time data, handle bookings, issue invoices, and perform check-ins and check-outs from any location. The structured onboarding ensured that every department could quickly adopt the new workflows. Daily operations became significantly faster and more coordinated across teams.

Boost in online visibility and direct bookings

Waldhotel Am Ilsestein's decision to have its own website led to a substantial increase in online visibility. This, combined with the integration with Google Hotels, allowed the hotel to attract more direct bookings. As a result, the hotel reduced its reliance on OTAs and the associated commissions, leading to higher profits.

15% higher guest satisfaction through Mobile Concierge

The Mobile Concierge App enhanced the guest experience by introducing self-check-in and a convenient communication channel. Guests can complete registration before arrival, avoiding queues at reception and starting their stay with less friction. Throughout their visit, they have access to local recommendations, service information, and the ability to place in-app orders with instant payments.

Fewer overbookings via centralized channel management

Before the switch, managing rates and availability across different platforms required time-consuming manual updates. After connecting Booking.com, Expedia, and HRS through HotelFriend’s Channel Manager, all distribution is now handled from one central system. Rates and availability sync automatically in real time, minimizing the chance of overbooking incidents.

Well-organized cleaning process

The tools provided by HotelFriend enabled the hotel admins to sort rooms in a preferred order, arrange them based on specific criteria, and streamline the cleaning process. This resulted in a more efficient and organized housekeeping department, ensuring that rooms were cleaned and prepared for guests promptly.