GoNexus Group, a premier travel experiences and mobility company, and Blue Diamond Resorts, the Caribbean’s fastest-growing resort chain, have joined forces to celebrate the successful implementation of the PH App (Planet Hollywood App) at the Planet Hollywood Hotel in Cancun. Powered by NexusLab, this app has significantly enhanced the digital guest experience, boosting both customer satisfaction and sales. Remarkably, four out of ten non-package income (NPI) sales are now made through the PH App. Due to this success, Blue Diamond Resorts plans to extend the app’s usage across all its properties.
Launched on September 25, 2023, and evaluated through April 20, 2024, the PH App at Planet Hollywood Cancun has transformed various guest services. The app’s digital restaurant reservation system has eliminated lines, reducing wait times by up to 35 minutes, and improved the visibility of NPI offerings. Additionally, in-app surveys have enabled early resolution of complaints, leading to fewer post-travel issues and a higher Net Promoter Score.
The Planet Hollywood Hotel in Cancun, which features 1018 rooms, saw substantial engagement with the PH App. By April 30, 2024, over 70,000 unique users—accounting for an 84% adoption rate—were using the app to make a third of all reservations. Available on both iOS and Android platforms, the PH App provides guests with a wealth of information and options, streamlining booking processes and saving time. Utilizing Stay App technology, which won the Best Hotel Guest App at the 2023 Hotel Tech Awards, the app is offered in English and Spanish.
The app offers numerous advantages for hoteliers, including online pre-check-in, room pre-selection, restaurant reservations, spa treatment bookings, and exclusive beach dinner reservations. It also supports amenity requests, tour consultations, and resort exploration via interactive maps, among many other features.
Ruben Gutiérrez, President of GoNexus Group, expressed, “We are thrilled to partner with Blue Diamond Resorts in revolutionizing the hospitality industry with the Planet Hollywood App powered by NexusLab. Developed using Stay App technology and in collaboration with NexusLab, the innovation hub of GoNexus Group, this app represents a fusion of cutting-edge technology and unparalleled guest experiences, driving significant value for both guests and resorts alike. This milestone marks the beginning of a transformative journey in redefining the all-inclusive experience across Blue Diamond Resorts’ diverse portfolio as a result of our NexusLab”.
Additionally, Jurgen Stutz, Senior Vice President – Sales, Marketing & Distribution for Blue Diamond Resorts, remarked, “Catering to our guests’ desires for seamless convenience and immersive experiences has always been ingrained in Blue Diamond Resorts’ DNA. This ambitious project at Planet Hollywood Cancun is only the beginning for us to transform the all-inclusive experience into a personalized journey. As we extend this innovative technology across our diverse portfolio, we’re not just embracing the future; we’re redefining the standard for hospitality excellence, one tap at a time.”
