About
Gatlinburg, Tennessee’s family-owned Mountain Laurel Chalets (MLC) has been the area’s premiere vacation rental company for 50 years. Their enduring goal of exceeding guest expectations has earned the company a following of loyal, repeat customers who return year after year – and generation after generation.
Challenge
In keeping with their core values, the MLC team continually strives to surprise and delight their guests. With the growth of the vacation rental industry, CEO Tom Goodwin realized that ‘going the extra mile’ required increasingly defined and strategic solutions. He began the search for innovative partnerships that would support an even better guest experience.
"The ‘surprise and delight’ factor is off the charts."
Jordan Watts | Director of Marketing and Communications, Mountain Laurel Chalets
Above: Mountain Laurel Chalet's main navigation calls out FREE ACTIVITIES as a clear value proposition for any new visitor to the site.
Solution & Results
Partnering with Xplorie has allowed MLC to offer access to Xplorie’s Destination Guide concierge service and to provide free/discounted activity tickets to 17 of the Gatlinburg area’s best attractions… and offer them anew every day. According to MLC Director of Marketing and Communications, Jordan Watts, “The ‘surprise and delight’ factor is off the charts, and guests' reactions have been positive across the board.”
To ensure that guests are aware of the activities and concierge program, Watts and the team at MLC have not only utilized the marketing materials supplied by Xplorie, but have additionally created blog and social media posts, personalized emails, and custom video greetings to spread the word. “Guests come to us for lodging, so they expect to be cared for on that level; to be given access to a personal concierge and such dramatic savings on activities is definitely an excessive gift they don’t expect,” states Watts.
The Xplorie Experience
When asked about onboarding, implementation, and support of Xplorie products, the MLC team was uniformly impressed. “Xplorie is unique in the sea of VR vendors,” reports Goodwin. “They, like us, are a hospitality company and treat their customers like we treat our guests. We are constantly impressed with their go-beyond spirit and can-do attitude that is unmatched in my experience.”
"Xplorie is unique in the sea of vacation rental vendors."
Tom Goodwin | CEO, Mountain Laurel Chalets
Above: A custom video that plays for each guest on SmartHost to welcome them to their stay with Mountain Laurel Chalets.
As MLC moves forward with their partnership with Xplorie, Watts expects “our guests to find such value in their experiences with us that they never, ever look elsewhere. We want our guests to become hardwired to expect the Xplorie perks as part of their MLC stay.”
Going Forward
For 2023, MLC will be adding Xplorie’s SmartHost technology to their rental properties. SmartHost with Alexa is the first in-unit, interactive hospitality guidebook that provides all the information guests need to craft their perfect vacation. “The SmartHost devices will enhance in-home experiences and lighten the load on our staff when it comes to handling issues that can be resolved using short videos and other content (how to turn on the TV, how to use the hot tub, how to check out, etc.),” explains Watts.
- Jordan Watts | Director of Marketing and Communications, Mountain Laurel Chalets
