How Ikos Resorts Automated 142K Experience Bookings With Triparound
Before using Triparound, Ikos Resorts received thousands of inquiries from guests looking to book on-site experiences via phone, email, or at the front desk each month. The staff was overwhelmed, and guests faced long wait times.
Once Ikos Resorts enabled its guests to book experiences online via Triparound, it freed up time for staff to focus on providing excellent service and increased guest satisfaction.
Here’s how Ikos Resorts has automated 389K bookings since 2022, with 142K experiences booked online in 2024 alone.
What is Ikos Resorts?
Ikos Resorts is an all-inclusive luxury resort with six locations in Greece and two in Spain. Its spectacular hotels promise unforgettable family vacations. The superior guest experience Ikos Resorts provides has earned the brand multiple awards, including the 2024 World’s Leading Luxury All-Inclusive Resort Brand award.
Ikos Resorts is part of the Sani/Ikos Group, which also owns Sani Resort, a luxurious resort with 5 hotels in Halkidiki, Greece. Both brands use Triparound. This story focuses on Ikos Resorts.
Key challenge: A manual activity booking process
Since Ikos Resorts offers an all-inclusive experience, guests can book any activities they want at no extra cost, such as the kids’ club, sports activities, or babysitting services. But most activities need to be booked in advance.
As a result, before Ikos Resorts started using Triparound, the staff had to process hundreds of thousands of bookings manually through email, phone, or on-site at the front desk.
“The biggest challenge was the volume of requests and inquiries we needed to handle manually via email or a guest visiting the desk,” says Iraklis Gkotsasvili, Guest Experience Director at Sani/Ikos Group.
“Especially during the in-stay phase, we can’t have the staff answering messages or being on the phone checking an experience availability while guests are in front of them,” Iraklis added.
How Ikos Resorts automated the activities booking process with Triparound
| Challenge | Solution |
| Guests had to email, call, or get to the front desk to book an activity. When the front desk got busy, waiting times increased, and guests felt frustrated. | Ikos Resorts added its bookable products on Triparound, allowing guests to book experiences through the web or mobile app and increasing guest satisfaction. |
| The staff was frustrated because they were too busy and didn’t have time to provide personalized assistance to guests. | By empowering customers to book through Triparound and automating communication with suppliers, the staff gained more time to focus on providing an outstanding service. This led to increased employee satisfaction and improved operational efficiency. |
Ikos Resorts has used Triparound since 2019 to automate activity bookings, allowing guests to seamlessly book experiences directly through the resort’s website via an embedded widget.
Some of the experiences are also available for booking via the Ikos Resorts mobile app, giving guests an extra reason to download it and allowing Ikos Resorts to use the app to promote special offers for future stays.
As Ikos Resorts began to see the benefits of using Triparound, they added more and more activities and services to the platform. While in 2022, they had 88 products uploaded, by 2024, this number had grown to 228, including additions like spa experiences.
Following the increase in bookable services, the number of bookings via Triparound increased from 95K bookings in 2022 to 142K in 2024 (76K of which were made via the mobile app), adding up to a total of 389K bookings in three years. “We’ve noticed a great decrease in email booking requests,” Iraklis says.
What’s more, Triparound doesn’t just allow guests to book experiences with a few clicks—it automates the entire experience booking process end-to-end. Whenever a guest makes a booking via Triparound, the relevant department or external provider receives all the booking information so staff doesn’t have to contact them manually, saving tons of valuable time.
Plus, all of this happens on a flexible and user-friendly platform that lets users configure everything according to their needs.
“For me, the most important things are the flexibility and user-friendliness of the platform, not only for the booking process but also the usability of the backend environment. You can configure everything yourself in Triparound and create a product from scratch. A couple of demo calls and you’re good to go, but if you need assistance, there’s always a fast response from the customer success team.” — Iraklis Gkotsasvili, Guest Experience Director at Sani/Ikos Group
Lastly, Triparound allows users to review and manage bookings in a centralized dashboard, making the overall booking process less heavy on staff. “Our employees have time and are happy to offer the guests the experience they want to receive,” says Iraklis.
Reducing manual work and improving the guest and employee experience
“Triparound is what we have in mind whenever we want to promote something new or need to handle a process better and reduce work. It’s also flexible and lets you configure almost everything by yourself.” — Iraklis Gkotsasvili, Guest Experience Director at Sani/Ikos Group
Adopting Triparound to manage on-site activities booking led to an increase in customer satisfaction. Iraklis says guests prefer to book experiences themselves and get an immediate answer instead of waiting for someone to reply to their email: “We’re currently looking into adding every single activity we offer and want our guests to book in the future.”
Triparound has given his team their time back, which they now use to provide tailor-made assistance to each guest. “This has led to gaining a high score on Tripadvisor and receiving awards. We have a great NPS (net promoter score), higher than 85 and even reaching 90 in some properties,” Iraklis shares.
Take the burden off your staff’s shoulders and let us take care of your activities booking. Book a demo.
