Smart, personal city guide increases guest satisfaction at Pullman Eindhoven Cocagne

Enables guests to explore independently based on interests

Fewer questions at reception, more satisfied guests. Hotel Pullman Eindhoven Cocagne impresses with an innovative, personalised digital city guide from Maps Untold. Front office manager Niels van Dam talks about the benefits of this smart technology.

Where guests were previously given paper city maps, the hotel now offers a personalised alternative: the Maps Untold digital guide. "This tool allows guests to independently explore based on their interests," Van Dam says. "Instead of generic platforms like Google Maps or Tripadvisor, Maps Untold offers truly relevant suggestions. That makes all the difference."

Niels is front office manager at Pullman Eindhoven Cocagne, as the only Pullman hotel in the Netherlands, they welcome many knowledge workers from the tech sector; and they value customisation and convenience. With 320 hotel rooms and 18 meeting rooms, it is also the largest hotel in Eindhoven. At weekends, many German and Belgian tourists search for hidden hotspots.

Reception receives fewer enquiries

Guests will find the personalised city guide in the guest experience platform of Dgstay, a partner with which the hotel collaborates. In this, Maps Untold is offered under the heading 'Explore Eindhoven'. "Because guests can find this information themselves, we get fewer questions at reception," explains
Van Dam explains. "And if there are questions, we actually use the tool to make the conversation more personal and fun."

The power of Maps Untold lies in its simplicity. Guests answer just one smart question, such as "What is your favourite bar in your hometown?" or "What movie vibe should a restaurant have for you?" Based on that, a list of relevant locations instantly appears. No long questionnaires or generic search results, but an instant, surprising match - something guests visibly appreciate.

"This is exactly what I was looking for"

Although guests rarely explicitly express their enthusiasm for Maps Untold in a review on the hotel, reactions to the guide during direct interaction are positive. Guests call the guide "really useful" and say, "exactly what I was looking for. The personalised guide is offered in the Pullman brand on channels from the hotel, so the guest also experiences it as a Pullman service. Through Maps Untold's innovative tool, the guest's expectations are exceeded and this is reflected in guest satisfaction.

Extra step is easy with the personalised guide

"It is in our DNA to go the extra mile," says Van Dam. "The guide supports us in this and really adds something to the experience of our guests. Maps Untold is a great partner who has the same goal; they give every guest a personalised experience." It was very easy to add the personalised guide on their own channels and Maps Untold automatically keeps it up to date.

Co-founder Dennis van Ravenstein explains "A year ago we started with the first integrations as a test, now more than 300 hotels and holiday parks are already using our guides and it is accelerating." Getting in is free. Maps Untold creates a guide for the hotel, without technical knowledge it is on the desired channel in no time. For a licence of €20 per month, Maps Untold now also creates a guide in the hotel's brand with additional options such as putting your on-site restaurant at the top of the recommendations.

The guest always comes first

Maps Untold provides only the most honest recommendations based on the guest's needs. "No disguised ad will ever intervene here," Van Ravenstein explains. What are the next steps? "We notice that almost all the guest experience platforms we integrate our tool into are getting excited about the service because their customers, the hotel managers, get so excited about it. That is why we are increasingly working with the platforms, where the free Maps Untold module comes standard in the platforms and the premium module is co-pitched from the platform." With heart for every traveller, Maps Untold continues to refine its guide at a rapid pace, so that visitors in any unfamiliar city are immediately in place.  
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