We helped a luxury hotel group transform its guest experience, increasing satisfaction and driving significant revenue growth.
Client
Aurelia Hotels & Resorts
Industry
Hospitality
Services
Customer Experience
Company Size
2,500+ Employees
Location
Miami, USA
Timeline
Feb 2026 – Jul 2026
Aurelia Hotels & Resorts partnered with ScaleUp to transform the guest experience across its luxury property portfolio. Over six months, the engagement improved satisfaction scores and drove measurable revenue growth.
This engagement is part of ScaleUp’s ongoing work helping hospitality brands elevate guest experience and drive lasting loyalty.
Guest satisfaction scores had slipped below brand standards.
Service quality varied significantly across properties.
Limited repeat bookings despite strong initial demand.
Poor visibility into guest feedback and preferences.
Improve guest satisfaction across all properties
Increase revenue through improved guest experience
Standardize service quality across the portfolio
Improve visibility into guest feedback and preferences
Build a sustainable model for ongoing experience improvement
Mapped the guest journey to identify service gaps.
Standardized service protocols across all properties.
Built real-time analytics to track guest sentiment.
Trained staff on new service standards and protocols.
Implemented tools to personalize the guest experience.
Guest Journey Map
Standardized Service Protocols
Guest Feedback Dashboard
Staff Training Program
Personalization Toolkit
Experience Performance Dashboard
Analyzed the guest journey and satisfaction data.
Defined the target experience and service standards.
Rolled out new service protocols across properties.
Piloted changes in flagship properties before full rollout.
Scaled successfully and continuously optimized performance.
31%
Higher Guest Satisfaction
24%
Increase in Revenue
28%
Increase in Repeat Bookings
20%
Improvement in Staff Engagement
6 Mo
Project Duration
ScaleUp helped us elevate every guest touchpoint. Satisfaction scores and revenue have both grown significantly since the engagement.
Isabella Moreau
VP of Guest Experience, Aurelia Hotels & Resorts
Construction
23%
Projects Delivered Faster
17%
Lower Operating Costs
8 Mo
Project Duration
Professional Services
36%
Higher Team Productivity
41%
Faster Project Delivery
5 Mo
Project Duration
Retail & E-commerce
29%
Higher Conversion
2.1x
Repeat Purchases
6 Mo
Project Duration
