Nemacolin, a luxury destination spread across 2,200+ acres in Pennsylvania, wanted to rethink how guests connected with the resort, long before they arrived and throughout their stay.

After the pandemic reshaped travel demand, the team shifted its focus from business travel groups to the growing wave of leisure travelers craving personalized, thoughtful experiences. But giving guests that level of attention wasn’t easy.

Their guest data lived in different systems across the resort (such as PMS, Spa, Table Reservation, Survey and more) and their old CRM couldn’t keep up. Teams didn’t have a single place to see who the guest was, what they enjoyed, or how to tailor moments that felt special.

To bring their vision to life, Nemacolin needed a way to pull all guest signals together, use them in real time, and give both marketing and front-line staff the clarity they needed to act instantly.

And because Nemacolin prides itself on thoughtful, high-touch service, the new approach had to fit the rhythm of the resort: smooth, intuitive, and built with genuine hospitality in mind.

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Nemacolin partnered with Hapi in early 2023 after seeking a team that understood not only systems, but hotel operations, front-line reality, and guest expectations. 

From the first meetings, the collaboration goal was built on a working style of transparency, creative thinking, and open conversations.

Nemacolin selected Hapi Guest CRM as the heart of their new data strategy.

Together, the teams:

• Integrated data from multiple systems into one clear, unified guest profile.
• Built a real-time view that let booking agents and on-property teams see guest preferences instantly.
• Added experiential preferences so staff could suggest activities guests were most likely to enjoy, from golf to spa treatments to wildlife encounters.
• Created a VIP arrival flow with daily alerts so teams could prepare thoughtful touches, such as a guest’s favorite treat or drink.
• Introduced Hapi Guest Focus, giving front-desk teams access to the same rich data normally reserved for back-office users.

Hapi’s former hotel operators worked side-by-side with Nemacolin’s leaders to rethink how guest moments were created, not just how campaigns were sent.