"Xenia provides invaluable support to our property operations, particularly in complaint management. The platform has significantly reduced the burden of resolving issues, a critical task in ensuring guest satisfaction. With Xenia, we can address guest concerns promptly, ultimately contributing to our goal of creating memorable stays for our guests."

Grand Mercure Abu Dhabi, a prestigious 5-star hotel catering to both business and leisure travelers, boasts 198 rooms ranging from studios to executive suites. Leveraging Xenia, the hotel streamlines engineering maintenance requests, housekeeping room assignments, guest requests, and more, ensuring seamless operations and exceptional guest experiences.
Business Highlights
Number of Locations:
Xenia Client Since:
Use Case
Brand standards inspections & room quality control Room preventative maintenance & work orders Guest requests & complaints
Before Xenia


Manual Handling of Engineering Requests: Engineering requests were managed through phone calls, leading to inefficiencies and delays in addressing maintenance issues.
Lack of Oversight: Without a centralized system, tracking and monitoring maintenance tasks and guest requests were challenging, resulting in missed opportunities for improvement.
Limited Analytics: The absence of comprehensive analytics made it difficult to identify trends, areas for improvement, and opportunities for operational optimization.
After Xenia


Streamlined Operations: Xenia's integrated platform enables seamless coordination and communication between departments, resulting in faster response times and improved task management.
Enhanced Guest Satisfaction: With Xenia, the hotel can promptly address guest requests and maintenance issues, leading to higher guest satisfaction ratings and positive reviews.
Actionable Insights: Xenia's analytics provide valuable insights into operational performance, allowing the hotel to identify trends, track progress, and make data-driven decisions to optimize operations.

Our Story

Grand Mercure Abu Dhabi, a renowned 5-star hotel in the heart of the city, prides itself on delivering exceptional guest experiences. With a focus on luxury and comfort, the hotel caters to both business and leisure travelers, offering a range of amenities and services to meet every need. However, managing the complexities of daily operations across multiple departments and ensuring compliance with safety regulations posed significant challenges for the hotel's management team.

Searching for Solutions

The hotel recognized the need for a comprehensive solution to streamline its operations and enhance guest room maintenance & work order completion efficiency. After evaluating various vendors, Grand Mercure Abu Dhabi chose Xenia for its user-friendly interface, advanced reporting capabilities, and robust features tailored to the hospitality industry. Xenia's reputation for delivering easy-to-use solutions with powerful functionality made it the ideal choice for the hotel's diverse operational needs.

Xenia Impact

Xenia has had a profound impact on Grand Mercure Abu Dhabi, empowering the company to streamline operations, maintain high standards, and enhance the customer experience. By leveraging Xenia's intuitive platform, Grand Mercure Abu Dhabi has achieved greater efficiency and productivity, positioning itself for continued success in the competitive hospitality market.

Total tasks & work orders created in the last month: 1,390
45 minute average maintenance resolution time
3.5 minute average housekeeping (guest request) resolution time

Xenia is very user friendly and easy to learn…having one app connecting all our departments makes it easy to solve issues on time. Customer satisfaction has become very fast by using the Xenia app and we love the monthly analytics across all departments including IT, engineering, and housekeeping.

IT Director
IT Director

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