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Elevating coastal luxury: How Gwel An Mor transformed guest experience

Gwen Al Mor

61

luxury eco-lodges

17%

increase in occupancy rates

4.4%

increase in Average Daily Rate (ADR)

Executive summary

Gwel An Mor, a luxury coastal resort in Cornwall, UK, featuring 61 self-contained eco-lodges, partnered with RMS to modernise its property management operations. The resort aimed to enhance guest confidence and operational efficiency by adopting contactless technology.

RMS implemented a full-feature Property Management System (PMS) that enabled seamless online check-in, mobile payment links, and real-time communication between guests and staff. This transformation led to a measurable increase in guest satisfaction and staff productivity. Key outcomes included a 4.4% rise in Average Daily Rate (ADR) and a 17% boost in occupancy over three years.

The integration of RMS’s housekeeping portal and guest-facing tech allowed Gwel An Mor to centralise operations and deliver a frictionless, high-end experience. 

Our online check-in has been hugely successful; as well as saving us time and money, it's also assured our customers that they no longer have to go to reception; they can check-in online, pay their balances and order newspapers and other extras straight from their mobile.

Matt Way, Resort Director

Challenges

The resort needed to offer a fully contactless experience to meet evolving guest expectations and ensure safety in a post-COVID travel environment. This included enabling mobile-friendly check-in and payment options to boost consumer confidence. Internally, the team required a system that could streamline daily administrative tasks while integrating staff workflows with guest-facing technology. Real-time communication and task management were also critical to maintaining service quality.

gwen al mor 2-1
Playground at Gwen Al Mor

Solutions

Contactless check-in and payment links: Guests can now check in online, pay balances, and order extras directly from their mobile devices, eliminating the need to visit reception.

Real-time housekeeping portal: Staff tasks are tracked and managed through a centralised system that integrates with guest-facing technology for seamless communication.

Centralised RMS database: All 61 lodges are managed through one unified platform, streamlining operations and improving oversight.

Mobile-friendly guest portal: Guests have access to a personalised portal for managing their stay, enhancing convenience and satisfaction.

Results

Gwel An Mor achieved significant operational and commercial improvements. The resort saw a 4.4% increase in Average Daily Rate (ADR) and a 17% rise in occupancy over three years, reflecting stronger revenue performance and guest demand. With all 61 luxury eco-lodges managed through a centralised RMS database, staff productivity improved thanks to real-time task coordination and seamless communication with guests.

The introduction of contactless check-in and mobile payment options enhanced the guest experience, leading to higher satisfaction and greater confidence in the resort’s safety and convenience.

 

Conrwall beach

4.4%

Increase in ADR

17%

Increased occupancy

Gwen Al Mor Lodge