Cloudbeds helps Hotel McCoy streamline payments and better manage revenue

Much more than a place to stay, Hotel McCoy properties are all about creating lively spaces that encourage guests to tap into their artistic and authentic selves while getting a feel for the local community. Hotel McCoy currently has three hotels in Tucson, Arizona; Pullman, Washington; and College Station, Texas. 

Offering everything from live music, art workshops, wine tastings, and movie screenings – guests at Hotel McCoy’s Tucson property can be sure that they are checking into a unique experience, complete with all the amenities for a cozy stay. 

As Quinton Jimerson, Assistant General Manager, puts it, “The guest experience at Hotel McCoy is magical. People come to see the art, hang out, use the firepit and the heated pool. There’s a lot of amenities that make Hotel McCoy what it is, but more than that it’s the people. Guests go out of their way to return to us.”

With a special ‘kindness rate’ – a 15% discount for performing any act of kindness, – support for local artists with their commission-free art program, a partnership with Local First Arizona, and a Tucson Green Business Certification – it’s not hard to understand why guests fall in love with the “Travel for All” concept of Hotel McCoy and all their community-ingrained properties.

When it came to choosing a technology partner that could serve as a backbone for the Hotel McCoy group’s operations, they considered a variety of options, but the core prerequisites were simple: Easy to use and easy to train on. As Norma puts it, “I’ve tried other programs and apps, and none have the same follow-through as Cloudbeds.”

Cloudbeds is used by the whole Hotel McCoy team – front desk, housekeeping, and all administrators, whether in finance or branding. It’s relied upon for everything, from taking reservations and integrating with Lynx for their door-locking system to having a clear picture of performance and getting insights into areas of improvement across all their properties. “We use it day to day, it’s something that we must have,” says Norma.

On top of an intuitive interface and unmatched reliability, the team at Hotel McCoy are quick to highlight Cloudbeds’ award-winning customer service and knowledge base. “Cloudbeds’ customer service is at the same level of service that we like to provide for our guests. They’re always available, and this is further supported by so many resources like Cloudbeds University and their collection of easy-to-follow videos,” says Norma.

Providing unlimited access to the up-to-date tools and resources needed to run a successful hospitality business, Cloudbeds University is freely available to all Cloudbeds customers. And if there’s anything that isn’t already available, the team knows that there’s always someone to reach out to, “We have a case specialist who is always responsive, always communicating any new updates, and is always getting our input on ways to improve the system for us,” explains Norma.

Cloudbeds Payments allows properties to accept payments anytime, anywhere, anyway. It centralizes financial operations and provides quick reconciliation and reporting.

“Taking reservations and payments is as simple as 1,2,3,” explains Quinton Jimerson, Assistant General Manager at Hotel McCoy. He continues,

By using Cloudbeds we don't have to go through different systems or apps, everything is done in a one-stop shop to take any kind of payment across all our properties.

And the same goes for handling refunds – “it’s very easy to process any refunds through Cloudbeds. The process is simplified, no delays. We can do it right there and then.” 

Meeting all global credit card security requirements and adhering to the highest hotel industry standards for customer protection, Cloudbed Payments also boasts a dedicated team of payments experts to help avoid fraud and solve chargeback disputes. As Quinton puts it,

Working directly with the Cloudbeds chargeback team has made things super simple. Any chargeback disputes that haven't already been handled we hand over to our Cloudbeds team to take one step further and investigate.

Cloudbeds provides centralized access to all of Hotel McCoy’s transaction data, offering valuable insights into everything from guest demographics and where they’re traveling from, to how special events impact reservations and whether adjustments need to be made to staffing. “We can see whether people are booking through third parties or directly. Cloudbeds tells us, ‘60% of our occupancy is from travelers who booked 24 to 48 hours prior,’” explains Norma.

When it comes to revenue management, Hotel McCoy also provides easy access to information on yearly or monthly revenue, weekly and daily rate averages, occupancy levels, and how many people are booking for that one day. As Norma puts it,

Cloudbeds helps us to paint a picture of what we're doing as a business… it gives us a really clear understanding of how our properties are performing so we know what areas to focus on improving.

Having received Tripadvisor’s Traveler’s Choice Award — awarded to properties that achieve a high volume of above-and-beyond reviews — and supported by a hospitality technology partner like Cloudbeds, there’s little doubt that Hotel McCoy is the real McCoy.