Optimizing Digital Experiences
for RIU Hotels & Resorts

RIU Hotels & Resorts faced significant challenges with their online booking system. The user experience was fraught with difficulties, leading to customer frustration and abandoned reservations. Eduard Bonet, VP of Digital Business, aimed to transform the online interface to enhance usability and ensure seamless customer interactions. The primary goals were to reduce the time needed for situation analysis, address aggressive competition in the hospitality sector, and maintain security against potential online threats.

To address these challenges, RIU adopted Acoustic Tealeaf's SaaS version for its capability to offer immediate insights and resolutions to website issues. The platform allowed RIU to implement event configuration, struggle analysis, and segmentation, enhancing the understanding and measurement of customer behaviors. This proactive approach enabled RIU to identify and address navigation obstacles, significantly improving the reservation pathway and overall user experience.

The implementation of Tealeaf by Acoustic facilitated significant advancements in RIU’s digital strategy. By configuring detailed event patterns and incorporating ad hoc metrics, RIU could pinpoint and quantify obstacles, allowing for timely and effective responses. This capability not only improved site functionality but also supported cross-departmental decision-making with robust data analysis.