The design and atmosphere are original, unique, and vibrant, indicating an upscale premium hotel for affluent customers. Travellers enjoy staying at Exeter for the comfort of their room, the density of cultural events in the area, and the chance to participate in the local culture.

The requirement for the concierge service has always been a complete platform that covers the bulk of tours available on the market. Every hotel wants to simplify its frontline staff’s tasks and having one platform where we can give information and sell tours has been a critical factor for the success of TourDesk at our hotel. We can also trust that TourDesk monitors the tour operators and knows which operators we should prioritize, both when it comes to quality and commission. We mostly follow their recommendations.

“The software is easy to learn, and the system is user friendly and straight forward.”

We have a constant implementation phase for new employees, and they must learn quickly how to use the platform efficiently. What stands out is TourDesk’s customer service. They are attentive to our needs, check in on us regularly, and even drop by occasionally.

An example of their outstanding customer service is the rescheduling process: In Iceland, the northern lights tours are popular all winter long. If our clients take a northern lights tour but don’t see any aurora, they can reschedule for another night to have a second try. This used to be a complicated and time-consuming process involving contacting the tour operators, but now, it is only one click on the portal, and TourDesk takes care of the rest.

“They truly care for their customers -us - the whole time.”

What has particularly impressed hotel management is the service beyond the front desk. We try to push the portal in all our marketing: All e-mails between the customers and us before arrival on our website and on-site materials such as posters in the elevators, key card envelopes etc. Since setting up TourDesk, the efficiency of the front desk has improved. We can now set up a full-day itinerary in minutes, instead of one receptionist spending half a day booking everything separately. That is a huge bonus. Generally, the guests are surprised by the service level.

“Many of our most positive reviews mention the service TourDesk provided.”

This is absolutely a little bit extraordinary. There is usually another tour desk or concierge desk next to the reception in other countries, so travellers are not used to having these services directly at the reception desk.

TourDesk’s support team is fantastic. They are very supportive of the customers as well as the hotel
staff. They are responsive and genuinely care for our happiness with the tours. The TourDesk team also keeps track of our success. They recognize the hotels that are doing well and even reward outstanding employees.

Working with TourDesk is now integrated into our business practices. We set monthly and yearly sales goals. The staff can monitor the goals and our progress on the platform. This transparency helps motivate the staff and boost morale as we reward teams for their progress, while also incentivising outstanding individuals within our staff.

"What has impressed us the most about working with the TourDesk software is how user-friendly it is. It is a simple platform that covers the whole market. My personal experience as a manager is nothing but positive. I’m impressed with the support, responsiveness, and innovative thinking of TourDesk, and how they are always improving their products."