Meliã standardised guest experience across twelve properties

The context

Meliá Hotels International is one of the largest hotel groups in the world, operating premium resorts and city hotels across continents. Its dining and events operation spans twelve flagship properties.

The challenge

Each property delivered a different guest experience, with no shared playbook and no consistent way to capture or use guest data.

Twelve properties, twelve playbooks

A guest's experience depended entirely on which property they visited — and the group had no way to enforce a single standard.

The solution

One standard, everywhere

CoverManager unified all twelve properties on one platform, with shared guest profiles, a consistent booking flow and the same service standards across the board.

Data that follows the guest

Preferences, allergies and history now travel with the guest from property to property, enabling a genuinely personal experience at every touchpoint.

Continuous improvement

Group-wide reporting lets Meliã spot what works in one venue and roll it out everywhere.