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EnglishJapaneseChineseGermanFrenchArabicDutchGuests expect convenience from the moment they book. For Porta Hotel, that created a clear opportunity: turn pre-arrival and in-stay communication into a seamless revenue channel without adding more pressure to the front desk.
With NexGen Guest, Porta Hotel introduced a mobile-first guest engagement experience that highlighted room upgrades, spa services, dining offers, local experiences, and hotel amenities at the right moments before and during the stay.
The result was a smoother guest journey, more consistent upsell engagement, and stronger per-guest revenue without expanding the front desk team.
Increase in per-guest revenue from pre-arrival and in-stay offers
Guest engagement rate with mobile upsells and service content
Reduction in repetitive front desk questions about hotel services
Porta Hotel is a heritage hospitality destination in Antigua, Guatemala, known for its colonial-style architecture, lush gardens, warm service, and proximity to the city’s main plaza. Its guest experience includes relaxing pool areas, Ceiba Spa, Los Moros Restaurant, El Conquistador Bar, and poolside dining.
For a property with a strong sense of place and many guest-facing amenities, every guest interaction became an opportunity to introduce relevant services without relying only on staff reminders.
Porta Hotel offers attractive guest services, including spa experiences, dining, room upgrades, and local recommendations. But too many offers depended on front desk staff remembering to mention them during check-in or while handling guest requests.
Guests often arrived without knowing what was available, and staff were already busy answering common questions about amenities, dining hours, hotel services, and local experiences.
The issue was not a lack of value. The issue was visibility.
Guests received timely mobile messages before arrival with relevant upgrades, add-ons, dining options, and stay enhancements.
Guests could view hotel information, service menus, amenities, and offers instantly through a mobile web experience, with no app download required.
Porta Hotel promoted dining, poolside offers, and beverage options throughout the guest journey, making food and beverage discovery easier.
The platform highlighted relevant services, spa options, room upgrades, and amenity offers at moments when guests were most likely to act.
After launching NexGen Guest, Porta Hotel created a more consistent upsell journey without increasing front desk workload.
Within the first 60 days, the hotel achieved:
24% increase in per-guest revenue from pre-arrival and in-stay offers
38% engagement rate with mobile guest content
29% reduction in repetitive front desk questions
17% lift in checkout and room-upgrade requests
Porta Hotel did not need a larger front desk team to increase guest spending. It needed a smarter way to connect guests with the services they already wanted.
By replacing manual, one-time upsell conversations with a mobile-first guest journey, Porta Hotel made revenue opportunities easier to discover before and during the stay. Guests received a more convenient experience; staff handled fewer repetitive questions, and the hotel turned everyday guest engagement into a scalable revenue channel.
Start the guest journey the moment they book their reservation.
