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In the hotel sector, the call center has long been that channel everyone wants to work well, but that few chains truly manage to master. BLUESEA Hotels knew this better than anyone: it had been facing this challenge for years
The starting point: Growth without control
The story begins in 2018, when BLUESEA Hotels launched its Call Center channel with energy and ambition. Just a year later, the volume of reserves did not stop growing. On paper, it was great news.
But the operational reality told another story: the incidents skyrocketed at the same rate as the reserves and the team could not cope.
Over time, the problems piled up. Untokenized cards, no shows turned into real economic hits —especially in high season— and a structural limitation that directly affected profitability: the call center could not work with non-refundable rates.
The result was clear. The reserves originating from the call center had become a focus of internal conflict. The person responsible for the channel spent his vacation on the phone, putting out fires. And the management watched how a channel with enormous potential was weighing down global profitability.
It was time to change.
The solution: intelligent automation and teamwork
When BLUESEA Hotels started working with Neobookings, the diagnosis was clear: the problem was not the call center itself, but the lack of automation in the critical processes that supported it.
From there, a three-axis based solution was designed and implemented:
- Card validation and tokenization automation, eliminating the risk of no shows and the incidents derived from failed charges.
- Automation of charges according to the policies of each reserve, allowing to apply the tariff conditions with total reliability.
- Application of specific rules in the creation of reservations, allowing the call center to operate with flexibility (ignoring availability or minimum stays when necessary).
It was a profound transformation, approached with total transparency. We knew that, in the short term, cancellations would increase —as a natural consequence of implementing stricter policies—, but also that, in the medium term, forecasts would be much more reliable and profitability would grow steadily.
And so it was.
The results: numbers that speak for themselves
The transformation of the BLUESEA Hotels call center is today a measurable reality:
- +17% increase in direct salesoriginated by the call center.
- incidents reduced to zero, a milestone that has changed the operation and quality of life of the equipment.
- drastic reduction of non-shows,Thanks to tokenization and automated charges.
- Increasing billing and cashflow, driven by the recovery of non-refundable rates charged at the time of booking.
- Higher profitability per reserveon the Call Center channel.
But beyond the numbers, there is a result that does not appear in any report and that sums it all up: the person in charge of the channel was able to go on vacation with peace of mind, knowing that there would be no calls or incidents. with the certainty that the system worked alone, as it should be.
Our call center is a solution that allows teams to find availability and confirm reservations in real time.
- Smart Availability Search: Select Hotel, dates and occupancy in seconds.
- Central Consultation:View the availability of multiple hotels on a single screen.
- Comparative view:All options and rates in real time.
If you want to get to know our call center in depth, read this article.
regaining trust
"We have made the call center the most reliable sales channel. We have regained confidence", summarizes the BLUESEA Hotels team.
And there is the key.
When such a technological solution is implemented, it does not only change the operation: it changes the relationship of the equipment with the channel. Control, predictability and, above all, trust is regained.
In the end, it is about transforming a chronic problem into a competitive advantage. to get technology to work for people, and not the other way around.
We are proud to have accompanied BLUESEA Hotels in this process. Projects in which commitment and collaboration translate into real and sustainable results are what give meaning to what we do.
Could your call center also become your most profitable channel?