Well & Come Boutique Hotels boosts its operational efficiency with EISI HOTEL

The urban chain improves its resolution times by 35% and optimizes team planning thanks to digitalization.

The Well & Come Boutique Hotels group, with a presence in Barcelona and Málaga, has taken a decisive step in its digital transformation by implementing EISI HOTEL as a comprehensive solution for the operational management of its properties. In less than a year, the company has achieved significant improvements in coordination, efficiency and service quality.

With a boutique and urban approach, Well & Come becomes an example of how digitalization is also key for small chains, not only for large hotel groups. The implementation of EISI HOTEL has made it possible to centralize critical processes and make decisions in real time, with a practical, scalable approach adapted to its operational reality.

“Digitalization only makes sense when it improves the work of teams and, indirectly, the customer experience. In that sense, EISI HOTEL has fit perfectly into our way of working and the group’s vision for the future.” — Gerard Cabestany, Operations Director of Well & Come Boutique Hotels

Initial challenges: limited visibility and lack of centralization

Before working with EISI HOTEL, the chain faced fragmented operational processes, difficulties in coordination between departments and limited traceability of incidents and tasks. The lack of structured data prevented efficient planning and made decision-making difficult.

The goal was clear: unify information, standardize processes and reduce the administrative burden to gain agility and operational efficiency.

Part of the Well & Come team with Paquita Álvarez, Chief Commercial Officer of EISI SOFT

A technology partner aligned with the reality of the urban hotel

Well & Come chose EISI HOTEL after an internal analysis and benchmarking process, valuing its adaptability, usability, human approach and shared vision of the hotel business. The company was looking for a robust yet intuitive tool that would evolve alongside the hotel without generating friction or unnecessary complexity.

Gradual implementation and close support

The platform rollout was organized in phases, with strong involvement from the EISI SOFT consulting team. This strategy enabled progressive adoption, minimizing internal resistance and ensuring the commitment of all departments.

“Now we know exactly what we have to do and in what order. No more ‘they mentioned it to me in passing’,” the operational team points out.

Measurable impact on maintenance, housekeeping and planning

Thanks to data centralization, digitalization has enabled Well & Come to:

- Reduce the average incident resolution time by 25–35%, by moving from informal communications to workflows recorded in real time.

- Improve cleaning times by 15–25% thanks to the automation of assignments according to occupancy and daily priority.

- Reduce operational errors and duplications by 20–30%.

- Save time in information analysis, now available in a structured way in a single environment.

- Better adjust shifts and resource planning, reducing overload during periods of high demand.

- Improve the customer experience

Although Well & Come plans to activate the Guest Voice module soon, indirect improvements in the customer experience are already noticeable: fewer delays, faster incident resolution and a general perception of greater professionalism in the service.

“Many of the issues that previously led to negative reviews now simply do not happen: rooms ready on time, fewer cleaning errors, better coordination…,” the management team explains.

A connected and sustainable operational vision

In its roadmap, Well & Come plans to continue deepening its use of data, expand functionalities and evolve toward an increasingly efficient and predictive management model. Its commitment to EISI HOTEL remains a central pillar of its operational transformation.

“For us, technology is not an end in itself, but a tool that frees up time and resources to strengthen what matters most to us: human service and the guest experience.”

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