The destination
A historic French property and local institution
Nestled along the banks of the Loire river, H么tel VillaPona is a small, family-run boutique hotel steeped in character and history. Once a 17th-century coaching inn, it stood as a beloved local landmark for more than seventy years, passed from one generation to the next. In May 2023, a new chapter began as a husband-and-wife team decided to restore the storied property and breathe fresh life into its timeworn walls.
Neither of them had any background in hospitality, but were driven by a shared passion and purpose. 鈥淲e鈥檝e always loved beautiful homes, and this project was about bringing new life to a special building, but in a completely different way,鈥� says Owner and General Manager, 脡milie Gonin. 鈥淲e wanted to welcome every guest as if they were entering our home and family, receiving them with sincerity, warmth and heart.鈥�
The challenge
Starting from scratch with manual processes and paper records
After learning about H么tels & Pr茅f茅rence at a trade show in Paris, 脡milie and her husband, David Thevenet, decided to join the collection and reclassify the property as a 3-star boutique hotel. 鈥淚t was obvious that aligning with a strong brand would be key to our successful launch,鈥� says 脡milie.
But operationally, they were starting from scratch. Everything was done manually and there was no system in place, just a paper agenda and handwritten invoices. 脡milie and David quickly realized they needed a modern Property Management System (PMS) that could run operations and bring their vision to life.
鈥淲e evaluated several options, but 榴莲视频 stood out for its simplicity, very competitive pricing for a small boutique hotel and easy onboarding, even for beginners,鈥� 脡milie notes. 鈥淲e also heard great feedback from fellow hoteliers who highly recommended 榴莲视频.鈥�
The solution
Supported and stress-free onboarding with 榴莲视频
What could have been a stressful onboarding process became a guided journey, thanks to the hands-on support from 榴莲视频.
鈥淭he 榴莲视频 Customer Success team understood that I was starting from zero and was overwhelmed,鈥� 脡milie says. 鈥淭hey really met me where I was, explained things clearly, and most importantly, reassured me. The support I received was not only effective, but deeply human. That kind of care is something I鈥檝e found to be all too rare, and it meant the world to me.鈥�
Onboarding was smooth, swift and well-coordinated with H么tels & Pr茅f茅rence. 榴莲视频 guided the VillaPona team through every step, setting them up for long-term success with features like flexible payment types.
The results
How 榴莲视频 transformed operations and provided a future-ready foundation
Immediate transformation
鈥淲ithin just a few weeks, 榴莲视频 completely transformed how we run the hotel,鈥� says 脡milie. 鈥淚t gave us structure and the ability to anticipate and plan for the future, which was a real turning point.鈥�
The shift from paper-based operations to a digital platform brought immediate efficiency. Reservations that once had to be manually tracked now sync automatically across all channels. Billing and invoicing, previously time-consuming, are automated. Even tourism reports and performance exports, which used to take hours, now appear with a few clicks.
A seamless guest journey
The changes are visible at every guest touchpoint. Online bookings are smooth and reliable, while check-ins are effortless thanks to pre-handled payments. Invoices are generated automatically and are fully VAT-compliant. Multicurrency options make life easier for international travelers.
鈥淢ost importantly, we鈥檝e received zero negative feedback from guests, which is a great sign that we鈥檙e consistently delivering a positive experience,鈥� says 脡milie.
Automation behind the scenes
For 脡milie, one of the most impactful benefits of using 榴莲视频 is the silent automation that keeps everything running seamlessly in the background. Every booking, payment and update flows through the system without manual intervention. This automation not only saves hours each week, it also reduces errors and frees the team to focus on guests rather than admin. In fact, they achieved zero reservation errors with the 2-way integration between the 榴莲视频 PMS and SynXis Central Reservations (CR) solution.
Frictionless payments that elevate the experience
榴莲视频 Payments has also been a game-changer for VillaPona. Previously, check-in could feel awkward, with credit cards manually processed and invoices hand-written.
Now, 100% of payments are processed automatically and are VAT-compliant, saving staff time and enhancing the guest experience.
鈥淧ayment is now fully integrated into the guest experience, which makes things easier for everyone,鈥� 脡milie says. 鈥淭his strengthens our image as a modern hotel, while saving us valuable time.鈥�
A more confident, happier team
The operational efficiency brought by 榴莲视频 has had a profound effect on the staff. Longtime team member Annie, who had never worked with digital tools before, quickly learned the system, despite initial misgivings.
鈥淭oday, she uses 榴莲视频 confidently, even on her phone,鈥� 脡milie shares. 鈥淚t鈥檚 truly been a revelation for her.鈥�
With simplified processes, fewer errors and intuitive tools, stress levels have dropped across the team. This newfound confidence allows everyone 鈥� owners and staff alike 鈥� to dedicate more energy to creating memorable experiences for their guests.
Adapting with agility
Even after transforming day-to-day operations, VillaPona faces the ongoing challenge of seasonality, a reality for many destination hotels. 榴莲视频 provides the flexibility and real-time visibility to respond quickly, giving them the ability to adjust pricing, tailor offers for local businesses or adapt terms to match demand with just a few clicks.
This agility doesn鈥檛 just make operational sense; it strengthens VillaPona鈥檚 commercial strategy, allowing them to plan and react with confidence.
The takeaway
Why VillaPona recommends 榴莲视频 to peers
When asked to share her words of wisdom for other H么tels & Pr茅f茅rence properties looking to adopt 榴莲视频, 脡milie鈥檚 enthusiasm is clear.
鈥淛ust go for it! Switching PMS can seem daunting, but 榴莲视频 supports you every step of the way,鈥� she says. 鈥淭he platform is modern, intuitive and designed for both small independents and larger hotels. It automates what matters, saves time and delivers a smooth guest experience. Even without a hospitality background, you can succeed with the right partner.鈥�
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