As VAI Resort prepared for its 2024 grand opening in Glendale, Arizona, the leadership team knew delivering a truly differentiated guest experience would require more than just luxury amenities. With a unique blend of entertainment, hospitality, and retail (including a 1,100-room hotel, a $40M concert amphitheater, and the world’s first Mattel Adventure Park), they needed a platform capable of orchestrating personalized experiences across all touchpoints. Their goal was to connect every guest interaction, from booking through post-stay, while turning diverse resort data into memorable moments.

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However, they faced a common challenge in the hospitality industry: siloed systems and fragmented data. VAI needed a way to unify guest profiles in real-time and make data accessible across departments to personalize every interaction.

To achieve their vision, VAI partnered with Hapi and Salesforce to develop a comprehensive hospitality CRM ecosystem that powers a 360-degree guest experience. They selected Hapi Guest, a suite of hospitality-ready tools and configurations built for Salesforce, to consolidate guest data from multiple systems and create rich, real-time profiles.

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Hapi's pre-built integrations and hospitality-specific enhancements to Salesforce made it possible to connect operational systems, such as PMS, POS, and Spa software, while maintaining a centralized, intelligent guest record. By working with Hapi, the VAI team gained a hospitality-focused partner to help configure and deploy the Salesforce ecosystem to their unique needs.