This top-rated boutique hotel freed up time to focus on the guest experience
Matildas is a beautiful boutique hotel with a rich history located in Santiago, Chile. The building dates back to 1912 and was initially a house designed for Virginia Balmaceda Zañartu, niece of the President of the Republic: Jose Manuel Balmaceda. It was built by the famous architects Ricardo Larrain Bravo and Alberto Cruz-Montt.
The hotel is now owned by Simon Shalders, an Australian, and his Chilean wife Tatiana Geldrez. They also own La Casa Roja Hostel, a famous hostel in Santiago. The name of the boutique hotel comes from a traditional Australian song, called Waltzing Matilda. It tells the story of a traveler and makes reference to Simon’s Australian origins and his passion for travel.
Guests at Matildas start the morning with a delicious breakfast at the on-site restaurant. They can then relax in the living room, a communal space where guests can mingle or simply read a good book or enjoy the terrace and garden. Priscilla Ulloa, the Operations Manager, explains that the hotel is truly a great the ideal place to stay within walking distance of the civic and historical center of Santiago.
Matildas has run their business on Cloudbeds since 2015, and Priscilla notes that they are “impressed about how the system is always improving.” The staff is quick to adopt each new functionality released into their everyday workflow and process. From House Accounts to Cash Drawers and Housekeeping, Matildas keeps everything in sync with Cloudbeds.
With Cloudbeds’ cloud-based software, Priscilla and her team can access the business at all times; from anywhere – at home or even in the subway en route to the hotel. This means she can always check, confirm and edit reservations, make changes, block rooms, change prices, and much more.
The focus is giving special attention and exceptional service to every guest. From experience working at some of the largest hotel brands, Priscilla knows that the difference between Matildas and these big brands is the service. “Here, we know every guest on a first name basis, and every guest can be special. They really appreciate that and that’s one of the main reasons for our success.”
Priscilla loves the fact that Cloudbeds is one hospitality management suite with an integrated PMS and Channel Manager. This means that she can change prices in one place and they are instantly updated across all of her channels, including their website. If you want to block a room, for instance, you don’t have to do it in multiple pages.
At Matildas, they also use Cloudbeds to organize the restaurant, tracking inventory of items and sales of meals and beverages. They can send the bill directly to the guest’s folio if they are staying at the hotel, or use House Accounts to bill restaurant patrons who are not guests.
They love keeping track of things with Cash Drawer: “When we start the day in the morning we know where the money is, how much money we spent, how much we earned, etc. The reports make it really easy for us to keep track of the money, and for the owners to know how the hotel is doing.”
Matildas uses Cloudbeds’ easy-to-use revenue management tool PIE. After checking the Control Panel and the Cash Drawer each morning, Priscilla views how their rates compared to the competition with PIE. “I like to see what my competitors are doing and follow metrics like RevPar and ADR.”
She accepts or rejects price suggestions based on the rules they have predefined under the Rate Manager. Then, a quick check on the Rate Shopper to see if their rates are still more attractive than their main competitors. Under the Events section, they not only monitor events in the city, but also the events they host, such as weddings that take place at the hotel.