Beach Houses of Byron

Case Study

Customer Experience Strategy

Brand Strategy

Opportunity

Recent years have brought significant challenges to the NSW tourism industry and accommodation providers like Beach Houses of Byron. COVID-19 restrictions on domestic and international travel caused a sharp decline in visitor numbers and revenue, while severe flooding events in the region further disrupted recovery. Media coverage of these events also created a lingering perception of risk, discouraging tourists even after conditions improved. Despite this Beach Houses of Byron wanted to position themselves as the go-to holiday home and accommodation provider in Byron Bay, for both guests and holiday home owners. More than just property managers, their vision looked to redefine holiday property management with a unique blend of professionalism and deep local community ties.

Strategy

By crafting a comprehensive brand strategy that elevated their identity, digital presence, and marketing efforts, Beach Houses of Byron have become a unique and iconic brand not only in Byron Bay, but also the short-term property management industry. The bespoke illustrations we create for each of their properties in particular gathers attention online and in the streets of the town; and are an invaluable selling point with property owners looking for a holiday property management service. Their annual Black Friday sale and the free 3-night stay competition also generated buzz online, significantly boosting their Instagram engagement and presence online. A redesigned website with ongoing monthly SEO optimisation has boosted their online visibility and streamlined the booking process with features like a custom property filter, property video tours and Airbnb reviews.

Since our initial collaboration in 2020, Pascal Satori continue to fill the role of Beach Houses of Byron’s in-house brand, customer experience and marketing team; optimising all customer touchpoints and managing brand reputation locally and online.

Impact

Building an Iconic Brand: Through a brand refresh and high-level strategy, we developed a distinctive and memorable brand identity in a market crowded with Airbnb and accommodation options. In a town renowned for its iconic brands, this new identity stands out by creating a unique atmosphere and vibe that captures attention both online and throughout the streets of Byron Bay.

Property Portfolio Growth: We developed a strategy and marketing funnel to increase visbility and generate new leads among holiday property owners in Byron Bay looking for property management services. Since partnering with Pascal Satori over 22 new properties have been added to their initial portfolio, with the personalised property illustrations a proven selling point for owners.

A Focus on Customer Experience: An audit of all customer touchpoints pre and post holiday to strengthen reputation among guests and property owners. Beach Houses of Byron have over 2,000 third party reviews and consistently add around 40 new reviews each month.

Increase in Direct Bookings: By prioritising a customer-centric approach and designing a user-friendly website optimised for top Google search rankings, Beach Houses of Byron has 65% of bookings (and growing!) made directly through their platform, bypassing third-party booking sites and additional fees.