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Success story:
Tropicana and Camelot Inn & Suites
Explore how two boutique hotels increased their revenue and direct bookings with smarter PMS integrations that drive results.
Product
Central Reservation System
Product
Customer Relationship Management
How a Disney-area duo kept direct bookings flowing through a PMS switch
The background
When you operate two family-friendly boutique hotels directly across from Disneyland, quiet days are rare. That’s the reality for boutique hotels Tropicana and Camelot Inn & Suites that are intimate in scale yet consistently bustling with leisure travelers. In fact, both properties are actually closer to the park’s front gate than the Disneyland Hotel itself.
The challenge
Several years ago, the team undertook a full brand refresh, launched a new website and upgraded their tech stack. Their previous booking engine wasn’t meeting expectations, so their digital agency, GCommerce, recommended Access SHR’s Windsurfer CRS. The shift wasn’t just cosmetic as the CRS offered dynamic functionality that was, in their words, “far superior.”
The solution
PMS transitions are notoriously complex as you deal with mapping issues, payment integrations and system toggles that can easily disrupt operations. But for Tropicana and Camelot, the migration to our CRS was remarkably smooth. Windsurfer handled the transition with “pretty minimal” disruption, thanks to one dedicated Access SHR team member who oversaw the process from start to finish. The result? No chaos and no revenue drop; just a well-executed upgrade.
The results
What hotel teams value most isn’t a shiny feature list but it’s speed and self-sufficiency. Marketing can move, promotions launch fast and renovation photos go live without a ticket. Metasearch rate connectivity also feeds into the same flow as guests find rates wherever they start but convert through the booking experience the team controls.
Access SHR is now an integral part of the process
“Don’t give us a heart attack… we’d have to rely on Expedia or over the phone, and that would really hurt our business.” - General Manager at Tropicana
Access SHR recognized that every PMS has its own quirks. The team had a single point of accountability to chase down issues during the StayNTouch cutover.
The next steps
Two levers can compound what’s already working:
- Lean harder into on-site conversion
More website research and visitors will stay in flow as the team is already primed for this mindset.
- Turn repeat Disney travelers into a flywheel with simple CRM-driven loyalty
The integration between Access SHR's CRS and CRM is in place and the portfolio’s repeat-guest base is real. It is time to engage them with targeted, non-friction offers.
Ready to transform your boutique business and drive direct bookings?
When your market is high intent and high tempo, resilience beats razzle-dazzle. Pick a booking stack that:
- Survives system change
- Let your marketers move faster
- Keeps direct as the center of gravity
That’s the quiet advantage Tropicana and Camelot built with SHR and the reason a PMS switch didn’t turn into a revenue emergency.
