[Success story] How the Jumbo group unifies its guest journey across 3 hotels

Going from 2-3 automatic emails and tools that didn't talk to each other to a unified journey that informs, books and sells: that's the bet the Jumbo group has won across 3 of its hotels.

Here's how.

About Jumbo Hotel & Asset Management

Jumbo Hotel & Asset Management is a hotel management company operating in France, Belgium and Luxembourg. It supports properties with varied positioning, from full-service (golf, spa, dining, seminars) to business hotels and hybrid models, with one common thread: standardizing operational excellence while respecting the identity of each address.

And it was for three hotels in the portfolio that Jumbo called on Bowo:

Hôtel Koener (4*, 90 rooms): an emblematic address in the heart of Clervaux, with a mixed leisure & business clientele and cross-border flows (FR/BE/LU/DE/NL)
Le Clervaux (4*, 22 suites): a boutique hotel focused on experiences and high-value stays
Le Bois d'Arlon Golf & Resort (4*, 64 keys): a nature resort at the heart of a vast wooded estate, with golf, spa and dining. Leisure/MICE positioning.

The shared goal: unify the guest journey and equip the teams to communicate better, faster… and at the right moment.

The challenges

Before Bowo, each property's ecosystem rested on a PMS and several specialized tools for dining, spa or golf. But this ecosystem had shortcomings:

x Communication that was mostly manual and time-consuming. With the PMS, only 2-3 emails went out automatically, with no personalization possible; everything else was done by hand. The teams had time neither to write nor to call, which limited timely information and message segmentation.

x A fragmented guest journey with tools that didn't talk to each other: the PMS on one side, the restaurant / spa / golf tools on the other. The result: a piecemeal experience, hard to read for the traveler and hard to steer for the teams.

x Services that saw little activation: before Bowo, the hotels used "static" QR codes pointing to fixed pages: the information was there, but hardly actionable (no bookability, no personalization by profile), so little conversion to services.

Solutions

With the support of our teams, Jumbo Hotel & Asset Management put in place a common foundation where the Guest App, the CRM and messaging each play their role, at the right moment.

1) A white-label Guest App, designed as a journey

Available in four languages, the app becomes the single entry point: guests find the essential information there, book F&B, the spa, activities and golf, and discover each destination - all in a navigation consistent with each hotel's identity.

Unlike a directory of links, the guest stays inside the property's universe.

2) A CRM that paces the key moments

With the CRM, Jumbo activates 2 types of communication.

transactional emails that structure the stay: booking confirmation, pre-stay, online check-in, post-stay.
multilingual marketing campaigns that pace the year (holidays, seasonal highlights, local offers), on a 5-6 week cadence.

Segmentation (language, geography, intent) does the rest: relevant messages at the right moment.

3) Pre-stay forms that feed the welcome… and the marketing.

Beyond service requests, form answers say whether the guest has stayed before, their particular expectations and how they heard about the hotel. These signals feed personalization on arrival (assignment, attentions, suggestions) and guide the marketing by showing which channels perform.

The result: better-informed receptionists, more precise in their attentions — and guests who feel genuinely considered.

4) The HiJiffy integration for messaging and immediacy

HiJiffy complements email with a conversational experience: a WhatsApp message on the morning of arrival (direct link to the Guest App), automated assistance on recurring questions and a handover to a human when needed.

The front desk is lighter, information moves faster, and the continuity between conversation, Guest App and CRM journey becomes natural.

The results

--> 204,000 emails sent in 6 months across the three hotels, with a very clear dynamic: the pre-stay is read and acted on.

At Le Clervaux, open rates reach 82% with 59% clicks, a sign that travelers want useful information just before arrival (access, services, activities, direct links to the Guest App).

At Hôtel Koener, email performance is just as remarkable (pre-stay: 75% opens, 49% clicks).

--> The online check-in and post-stay email sequences build digital reflexes without cannibalizing the human touch: they smooth operations and structure the feedback loop.

--> On the marketing side, the multilingual + segmentation + editorial calendar combination makes it possible to address both in-house guests and local audiences (e.g. spa / dining offers), without overload or repetition.

--> Finally, the dual-channel upsell logic shows its complementarity: what isn't booked directly in the app happens face to face, thanks to pre-stay signals passed to the concierges. Upsell is no longer a "push": it's the natural continuation of a prepared journey and a more attentive welcome.

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Today, Jumbo Hotel & Asset Management keeps recommending us to the properties it manages, and new deployments are already under consideration.

If you too want a unified journey, a Guest App that takes bookings and automated communication without losing the human touch, request a demo!

vos guests méritent mieux.

1300+ hôtels, 28 pays, 13,5 millions de guests. Démo personnalisée de 30 minutes, centrée sur votre établissement et vos priorités.

Sans engagement.