The Challenge

Orient-Express Hotels wanted a reservation system that would enable hotel managers to quickly react to market changes, and implement new promotions on-the-fly. Orient-Express also wanted connectivity to more electronic distribution channels while having the opportunity to strengthen their own branded website with multi-property search capabilities. Orient-Express selected SynXis and the RedX Distribution Management System to meet all of their distribution and reservation needs. Their challenge was to switch 35 properties and a private label chain code to RedX without any significant downtime and without losing any bookings or potential revenue.

The Synxis Solution

A proven cutover process executed flawlessly and successfully: SynXis’ dedicated Implementation Team worked with Orient Express to create a project plan that covered every aspect and phase of the switchover of the OE chain code from its current provider to SynXis. The following plans were executed:

• The booking engine was switched one week prior to the GDSs to ensure that connectivity was never lost in each channel.
• Cutover was set for early morning hours Sunday so that GDS bookings were not impacted.
• SynXis coordinated three regional on-site, training sessions to accommodate the various time zones and ensure hotel managers were ready to react as soon as RedX went live.

In addition to the Implementation Team, SynXis has an experienced Data Services Team that adheres to strict quality assurance standards and ensures accurate and timely loading of property data and rates. This attention to detail contributed to a successful cutover of the OE chain code.

The Results

Orient-Express’s goals were exceeded. Not only was no revenue lost during the switch to SynXis, Orient Express experienced a large increase in bookings after moving to RedX.

Actual Results include:

• No lost transactions the day or week of cutover
• Year-over-year increases in “same store sales” of 14.1% and 17.2 % in the first and second months after switching to RedX*
• An average of 13.5% increase in bookings over the first six months with SynXis*
• An increase in overall revenues of 15 – 20% (as reported by Orient-Express Hotels)
• When comparing a similar-size chain that switched to a competitor, analysis showed a drop in bookings of almost 6% during the first 6 months after cutover.*

*Based on Sabre transactions, year-over-year, same store sales

SynXis’ expertise at implementations and distribution doesn’t just “avoid lost bookings,” it drives incremental revenue into the millions of dollars!

ABOUT ORIENT-EXPRESS HOTELS

Orient-Express Hotels, Trains and Cruises is a hotel and leisure company providing luxury travel experiences for discerning travelers in areas of outstanding cultural, historic or recreational interest. Founded in 1976 when the company acquired Hotel Cipriani in Venice, Orient-Express owns or has investments in 49 businesses: 39 highly individual hotels, two restaurants, six tourist trains and two river cruise operations and operates in 25 countries worldwide.