Client: The Passage Homes by SiMaba Group  
Project: Digital Transformation and Brand Communication Strategy  
Industry: Tourism
Location: Worldwide

Nestled in Barcelona’s iconic Passeig de Gràcia and Rambla Catalunya, The Passage Homes offers a unique extended-stay experience that goes beyond traditional accommodation. Combining modern comforts with authentic city life, it provides guests with an immersive Barcelona lifestyle. Amidst the challenges posed by the global pandemic, The Passage Homes engaged Hilo to refine its digital brand and optimize its customer experience to attract and retain clientele seeking safety, comfort, and a home-like experience during uncertain times.

An Inside Look

Objectives

The mission was to position The Passage Homes as a premier extended-stay destination while maximizing digital reach, loyalty, and brand margins. Key objectives included:

- Creating a seamless and engaging online presence.

- Providing prospective guests with a welcoming, informative, and interactive experience.

- Implementing operational efficiencies through technology to streamline bookings and communications.

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Approach

We crafted an integrated communication and technology campaign, focused on bolstering The Passage Homes’ brand, enhancing its digital visibility, and ensuring an outstanding customer journey. The strategy was structured around three main pillars:

1. Digital Brand Development

   - Website and Booking Platform: To deliver an exceptional customer experience, Hilo overhauled The Passage Homes’ digital presence with a user-friendly website that captures the brand's essence while offering ease of navigation, clear information, and booking capabilities.

   - Content that Resonate: We produced culturally relevant, visually engaging video content to showcase the unique benefits of extended stays at The Passage Homes, inviting travelers to experience Barcelona as locals do.

2. Strategic Communication During the Pandemic 

   - Recognizing the challenges of the pandemic, Hilo implemented a comprehensive communications plan, sharing valuable updates on safety, flexible booking policies, and inspiring content that aligned with travelers' needs during this time.

   - Through regular digital content and social media engagement, we fostered a sense of connection, trust, and reassurance among prospective guests, ensuring that The Passage Homes remained a top choice for extended stays in Barcelona.

3. Technology Integration for Streamlined Operations 

   - Hilo introduced a unified property management system, automating the integration of booking platforms into a single digital dashboard. This innovation simplified operations, reduced manual tasks, and enhanced efficiency—ensuring guests had a smooth, reliable booking experience.

Through Hilo’s strategy, The Passage Homes achieved remarkable results:

- Increased Digital Engagement: The new online platform drew increased traffic, converting interest into bookings while significantly boosting customer satisfaction.

- Enhanced Brand Loyalty: With clear, consistent communication and valuable content, The Passage Homes cultivated trust and strengthened guest loyalty, even amidst travel uncertainty.

- Operational Efficiency: The streamlined property management system enabled efficient operations, allowing staff to focus more on guest experiences, which led to improved reviews and word-of-mouth referrals.