Too many bookings, not enough bandwidth
“When we first opened, we started as a small bed and breakfast, and we had no idea it would become so successful,” recalls Claudia. “We never expected the overwhelming number of reservations and all the moving parts that come with running a full-scale resort. It has been a learning experience, but we are grateful for the growth and the opportunity we got.”
As Vanilla Hills gained popularity and partnered with more OTAs like Booking.com, Expedia, and Airbnb, it became clear that their manual setup couldn’t keep up. Managing reservations from multiple channels—plus coordinating shuttles, activities, arrivals, and departures—turned into a daily scramble of spreadsheets, emails, and staff huddles.
The lack of structure wasn’t just a burden for the team—it also made it harder to deliver the seamless, personal service guests expect from a boutique stay in the jungle.
Jungle vibes meet modern tech
As the bookings kept rolling in, Claudia and Franklin knew it was time for a smarter way to run the business. They needed something powerful but easy to use—technology that could grow with them, without getting in the way.
That’s when they found Cloudbeds.
“Cloudbeds significantly reduced our administrative burden and helped us deliver a smoother, more professional guest experience, while allowing us to maintain the personal, hands-on hospitality that sets Vanilla Hills apart,” Claudia shares.
The shift was immediate. With a centralized channel manager keeping rates and availability synced across OTAs and direct channels, the days of manual updates were over. Automated messaging took the pressure off the team, helping them keep guests informed and happy, without sacrificing face time.
The booking engine didn’t just make things easier; it gave Vanilla Hills the power to own the guest journey. With more direct bookings and fewer OTA commissions, the team could focus on creating experiences, not chasing margins.
Today, Vanilla Hills is more than just a place to stay. The onsite restaurant has earned a national reputation, guest reviews consistently highlight next-level service, and many visitors leave with more than memories—they leave with tours booked, transfers arranged, and dinner stories to tell. Claudia herself has even become a bit of a local celebrity, appearing on Belizean TV to share her love of food and hospitality.
Guest experience starts with team alignment
As Vanilla Hills’ popularity soared, so did guest expectations—especially when it came to extras like tours, transfers, and personalized touches.
“At first, most guests arranged their own tours and transfers, so we didn’t expect to be so busy with these activities,” says Claudia. “However, as we added more amenities and our rates increased, we started attracting different customers who expected a more ‘complete’ version of customer service.”
Coordinating it all with spreadsheets and shared calendars quickly became unsustainable. To keep up, the team expanded its tech stack, pairing Cloudbeds with Planniac to bring structure and simplicity to an increasingly complex operation.
“What we love about using Planniac and Cloudbeds together is how seamlessly they integrate,” Claudia explains. “All relevant information from Cloudbeds is automatically synced into Planniac, so whenever add-ons are added directly in Cloudbeds, the corresponding plans are instantly created in Planniac. This ensures that no add-ons and meal plans are ever missed, making our operations smoother and providing a better experience for our guests.”
With guest details, schedules, and special requests synced across platforms, the entire team stays aligned. Daily reports highlight arrivals, dietary needs, and scheduled activities, so every department—from the kitchen to the front desk—is prepared to deliver a seamless, personalized experience.
Timely touches that drive revenue
The integration of Cloudbeds and Planniac hasn’t just improved how Vanilla Hills operates; it’s unlocked new ways to drive revenue.
With smoother workflows, fewer miscommunications, and better time management, the team can deliver more personalized service at scale. That operational lift has translated into happier guests, more five-star reviews, and an increase in repeat bookings.
One of the biggest revenue wins? Add-ons.
With better visibility into guest profiles and daily schedules, the team can recommend tours, transfers, and special services at just the right moment. Since the integration, those upsells have grown noticeably.
“It’s a great example of how the right tech stack doesn’t just fill rooms—it helps maximize the value of every stay,” Claudia explains.
And while many properties rely on multiple tools, Vanilla Hills keeps things simple. “We do not use any other marketplace apps. Between Cloudbeds and Planniac, my small resort is pretty well covered.”
Growth without compromise
For Claudia, implementing Cloudbeds wasn’t just about solving immediate challenges; it was about creating the kind of operational backbone that would support growth without compromising the guest experience. Together with Planniac, the two systems have given the team the tools to scale with confidence, while staying true to the hospitality that sets Vanilla Hills apart.
“One of the biggest advantages we’ve experienced with Cloudbeds is how intuitive the system is for front desk staff. When paired with Planniac, it becomes even more powerful, making daily operations smoother and ensuring our team has quick access to guest schedules and preferences.”
At the end of the day, success at Vanilla Hills isn’t just measured by occupancy—it’s measured by guest memories, return visits, and the warmth that lingers long after checkout. With Cloudbeds and Planniac working in sync, they’ve built a business that’s ready for whatever comes next.
