Nexplay Consulting Inc.

BACKGROUND

Please describe your company and your position there.

I'm the Vice President of Operations for a historic hotel in California.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Nexplay Consulting Inc.?

Being a hotel, we are 24/7/365 for our guests and needed an IT team that could mirror that. We needed a team that was in-house and could provide immediate support for our wide range of issues.

SOLUTION

How did you select this vendor and what were the deciding factors?

We asked around to other hotels whom they use and the one that kept coming up was Nexplay. We interviewed a few, but it was clear only Nexplay had the experience for the multitude of software we use on premises. All other vendors would have required contracts with other vendors to service certain platforms, Nexplay was an all-in-one solution.

The fact that they have an in-house Oracle division is a true game changer and what sealed the deal. They're able to resolve the majority of Oracle PMS tickets instead of needing to contact Oracle directly and waiting for a painfully slow resolution.

Describe the project in detail and walk through their service package.

They were able to project manage and facilitate a major version update of Opera with very little notice (7 version update, including new hardware). The version of Opera that our property was running would not work with Microsoft Edge, only with Internet Explorer. Internet Explorer was being sunsetted by Microsoft, causing us to be locked out an unable to access Opera without the version update.

Nexplay also migrated all interfaces for our property to the new version of Oracle. Oracle themselves had a 4 month lead time, but we only had 3 weeks to upgrade. The migrations were all a success.

How many resources from the vendor's team worked with you, and what were their positions?

Their CTO, President and PM were all available and in constant communication throughout the project.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

They're able to work independently and don't need to be managed. They provided all pertinent info and suggestions and just make sure everything works. Before we would have constant network outages, reservations not going through, credit card terminals going down, etc. Since the transition, we've been smooth sailing and any issues that have come up are quickly rectified.

How effective was the workflow between your team and theirs?

Great communication on their end. They will hold weekly calls and when doing a particular project, we may even have daily calls if needed. Communication is key and they left nothing to be desired.

What did you find most impressive or unique about this company?

They were way more cost-effective than having a full-time team on staff. The in-house Oracle division is second to none and is truly a lifesaver in and of itself. Trying to deal with Oracle was an absolute nightmare, but that is now a thing of the past.

Are there any areas for improvement or something they could have done differently?

Providing IT services has a lot of lingo that can go over your head, this isn't necessarily a Nexplay problem, but most reports do require a call to discuss in order to break it down into layman's terms.

BACKGROUND

Introduce your business and what you do there.

I’m the asset manager of Downtown Properties, a property management company overseeing 5–7 hotels.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nexplay Consulting Inc.?

Nexplay provides us with managed IT services specifically for The Roosevelt Hotel in Hollywood.

SOLUTION

What was the scope of their involvement?

Nexplay is in charge of anything that has to do with IT, including evaluating and updating our property management system, our POS equipment, and our credit card processing system. Any time there is new legislation that affects technology, they’re our go-to team. Additionally, they help us with simpler tasks, such as setting up new email accounts and solving day-to-day IT issues.

Any time the hotel has to go through important updates, Nexplay helps us research options and comes back with a presentation detailing those options. Then, we can choose the service package depending on our budget constraints at the time.

Nexplay also acts as an important partner for us. Every year, they attend a big hospitality industry tech conference to be on top of cutting-edge technology. Thus, they also help us purchase software and hardware, including TV and streaming devices to include as commodities in our rooms.

Among the various projects in which Nexplay has helped us over the years were migrating our email hosting services to Microsoft, getting our security camera’s data downloaded and sent to our insurance carriers whenever there has been an incident, and implementing a middleware system to mask our client’s credit card information for payment processing.

What is the team composition?

We’ve worked with Steven (Founder & CEO) and several on-property IT managers throughout the years.

How did you come to work with Nexplay Consulting Inc.?

Nexplay joined our company many years ago, so I don’t recall how we came to work with them. However, hiring them has proved to be a great decision over the years.

How much have you invested with them?

We’ve spent over $5 million over the years, including the cost of the retainer contract and the additional important projects.

What is the status of this engagement?

We started working together in 2010, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

Throughout the years, Nexplay has become a trusted partner for us. They’ve worked for multiple hotels, giving them the advantage of knowing what solutions work best for other properties. Thus, although I no longer oversee that hotel nor Nexplay’s efforts, they’re still my go-to company for IT solutions.

How did Nexplay Consulting Inc. perform from a project management standpoint?

Nexplay’s communication is very good, continuous, and honest. They have a ticketing system in place where everyone in the hotel can open tickets for them to follow up. They also let us know that they’re working on those tickets, so we never have doubts about their status.

After COVID-19, the hospitality industry took a big hit, and we experienced an important economic loss. However, Nexplay continued to be an excellent partner, understanding that we didn’t have the funds to pay our normal contract and negotiating it down to keep providing services during that time.

In addition to the ticketing system, we use Slack to communicate, and we can always send them an email when needed. Whenever we need to discuss big projects, we have in-person meetings with Nexplay and our management team to discuss options and requirements.

What did you find most impressive about them?

Nexplay’s reliability distinguishes them from other providers. When they say they’re working on something, I don’t feel the need to keep checking on them because they’re very communicative about what they’re doing. Additionally, they understand that our industry serves 24/7, so they’re always there for us.

Another thing that I really love about Nexplay is that they’re always two steps ahead regarding new technology. Whenever we need to implement something new, they already have knowledge of that tool, so we’re not rolling the dice.

Are there any areas they could improve?

No. We wouldn’t keep working with them for over 12 years if we weren’t completely satisfied with their service. They’ve earned this long of an engagement.

Do you have any advice for potential customers?

Go for it! They’re a proactive, organized, and honest team with great integrity.

BACKGROUND

Introduce your business and what you do there.

I’m the area director of IT for an ultra-luxury hotel based in Beverly Hills and Los Angeles.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nexplay Consulting Inc.?

We needed a low-voltage contractor to help us with renovations and some new bills within the property. Over the last couple of years, we didn’t have any reliable company that could deliver on their promise. We’d worked with too many vendors that would give us a work order, but the delivery would be less than par. We were tired of dealing with these companies; we wanted someone who had a proven track record.

SOLUTION

What was the scope of their involvement?

First, we got in contact with Nexplay’s project manager. He went up to the workplace and reviewed all the floor plans and physical locations. He gave us an honest opinion of what we could expect and explained what was doable instead of promising us the world. We only met once, but he gave us an honest upfront and a realistic timeline.

On another occasion, we allowed them to reuse some of the existing cabling infrastructures. They walked us through the pros and cons, coming up with a business strategy to have longevity. Once we went through the initial talk, they gave us the quote and expectations regarding the timeline. We went ahead and signed the contract to get the job done.

As the project progressed, they were upfront and timely — there were no surprises. At first, they needed a bit of direction to figure out the lay of the land and hotel policy. However, once the project kicked off, they were very self-sufficient. When they finished the job, they walked us through the good, the bad, and the ugly.

What is the team composition?

The project manager was on-site every day, and there were four people in total.

How did you come to work with Nexplay Consulting Inc.?

We were renovating our entire front desk back office. We wanted to redesign the concept to a more communal place; the contractors were tearing down walls and building a new study space. After they came in and did the renovation, we needed to get the low-voltage cabling complete to connect the computers, laptops, wireless cameras, and so on. Our contractors weren't going to do the low-voltage cabling, and the company we had pulled out last minute. We were in a bind, so we needed a company to come in and accomplish this task.

We found Nexplay through word of mouth. Other people in our industry recommended them. What struck us to pick them was that they were very upfront and honest. If something couldn’t be done, they would let us know. We were comfortable with their honesty, and they were very genuine and trustworthy on top of that.

Also, we heard from other colleagues that they did good work. We made the educated guess, and it worked really well.

How much have you invested with them?

We spent $20,000–$30,000.

What is the status of this engagement?

We had renovations for two hotels. The first time we used them was in August 2021, and we used them again in December 2021.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

When we work with contractors, we compare the original bid and time versus the actual bill and completion date. For the first renovation, they said it’d be completed in four business days, and they got it done within four business days. They initially quoted $17,000 and billed precisely that. For the second hotel, they calculated two days, but they were actually able to get it done in one and a half days. Also, the quote came in at $8,000, which wasn’t any surprise.

Therefore, what struck us was that their estimates fell very close to the original. We didn’t have to spend more days on materials, which usually drives up the price by another 15%–20%. They were very straightforward, and the project was very black and white.

How did Nexplay Consulting Inc. perform from a project management standpoint?

They performed above average. The project manager was hands-on during the renovation process. He had people working for him, but he did some of the labor as well. We were thankful for his project management skills.

We communicated through text, emails, and phone. We didn’t have any issues; if we saw each other in the hallway, they’d stop by ad say hi. Also, if they knew I was unavailable, they’d send a text or email to ask if we could meet.

What did you find most impressive about them?

Sometimes when we deal with contractors, they overpromise and under-deliver. Nexplay set the expectations really well, and they stood out for their honesty and communication. They were true to their work — if they couldn’t get it done, they’d tell us straight up. It wasn’t about the money; it was about doing a good job.

Are there any areas they could improve?

I’m not an expert in low-voltage technicalities, so I’m not able to critique them.

Do you have any advice for potential customers?

First, you have to understand your own project. If you don’t know what you want, you shouldn’t expect the company you’re hiring to be able to read your mind or execute at a high caliber. In that sense, set realistic expectations. Nexplay can make the magic happen, but it’s unfair to hold someone to unrealistic goals.

BACKGROUND

Introduce your business and what you do there.

I’m the president of hospitality for Mani Brothers Real Estate Group. We’re a privately-held company that has real estate assets and three hotel assets. The company has been around for 20 years, but we came into buying hotels about six years ago.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nexplay Consulting Inc.?

We use them for many capacities for our three hotels, and each project is different.

SOLUTION

What was the scope of their involvement?

We’ve worked with Nexplay in one form or another for six years. They’ve done a little bit of everything for us, both from scratch to directed programs following brand standards.

At Malibu Beach, they’ve handled the everyday services and networks — basically anything that has to do with hardware, software, server room, and getting a set up from scratch. In our property in Maui, they did low-voltage work, site mapping, and cabling for a large project when we initially purchased the place. In Napa, they’ve run a completely new high-speed cabling throughout the entire property.

They’ve also done audiovisual work for us. Once in a while, we’ll have a group of bloggers in Malibu, so we’ll have some audiovisual needs. We do all of our video rentals through them, and Nexplay has set up two board rooms with all the necessary equipment and wiring for it.

What is the team composition?

Team members depend on each project. We’ve probably worked with about eight people. We've worked with Nathan (COO) and our main point of contact has always been Steven (President & Manager Partner). He’s the person that we most often deal with. 

How did you come to work with Nexplay Consulting Inc.?

I’ve known Steve for many years. We met when he worked for the IT company that he owned. Then, I moved into Mani Brothers, and Steve was my first call. He’s always done a good job for me; he’s an excellent problem solver.

How much have you invested with them?

We’ve spent close to $1 million.

What is the status of this engagement?

We began our partnership in September 2015, and we’re still working with them. Right now, they’re working on a project in Hawaii.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Their quality of service has always been outstanding. If it weren’t, we’d simply terminate the relationship. However, we’ve had a great run with Nexplay. I can’t recall any issue.

We use them as a one-stop shop for everything IT-related, even if it’s not directly related. For example, we’ve asked them to buy our telephones. They’ve done many things for us outside what a typical IT provider would do.

How did Nexplay Consulting Inc. perform from a project management standpoint?

They’ve always done an excellent job. We’ve never had any negative issues with them, and we’ve been working together for six years. If we need something in a hurry, we text them, and they always answer.

Most of the time, we use an email ticketing system to send requests to fix the issue. They prefer to use that, so we try to respect their wishes, but we sometimes call them.

What did you find most impressive about them?

They’re not a big corporate, cookie-cutter operation. I’ve dealt with many of those over the years, and they all operate in a specific way. You’re just a number to them, and even if you have someone on-site, they can’t get a solution for you.

On the other hand, Nexplay values our relationship. They care about our business, and they always fix our issues. Even if we’re paying more for their services than other providers, we can’t imagine how much money we’ve saved over the years by not using a big company. We know they’ll solve our problems quickly, and they won’t make a big deal about it — it’ll just get done.

Are there any areas they could improve?

Maui is complicated to manage. Both of our companies are based in Los Angeles, and Maui is a six-hour flight. It’s not easy to get to, so we’ve needed them to do things differently. When that happens, we talk about it and get it corrected.

Do you have any advice for potential customers?

Get to know Steven and Nathan, and let them get to know you. Building a personal relationship with them has worked for us. They’re responsive, and they care about the companies they work with. Therefore, if you don’t treat them as a faceless company and manage your business relationship, everything will work out better.

BACKGROUND

Please describe your company and your position there.

We are a vertically integrated, design-focused real estate development firm that is transforming the urban experience in Hollywood Area. My position was VP of Finance and Asset Management.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Nexplay Consulting Inc.?

Worked with Nexplay on the multiple hospitality openings in Hollywood.

SOLUTION

How did you select this vendor and what were the deciding factors?

Nexplay has an extensive portfolio of the luxury hotels and resorts they are working with.

Describe the project in detail and walk through their service package.

Nexplay was working on setting up the IT infrastructure for the new hotel and restaurants developments. After the opening of the venues, Nexplay were providing IT services.

How many resources from the vendor's team worked with you, and what were their positions?

Nexplay's managing partner was my main point of contact. Since Nexplay also has PMS/POS Experts on their staff, we had their member on our site 5 times per week and 24/7 as a support service virtually when needed.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Nexplay helped to save money by leveraging their hospitality buying power with the supply of various hardware equipment.

How effective was the workflow between your team and theirs?

Nexplay and our company effectively used the ticketing system that also generated a remote sessions allowing to quickly fix any issues.

What did you find most impressive or unique about this company?

Nexplay's project management skills are impressive allowing developers to stay on-track with construction deadlines.

Are there any areas for improvement or something they could have done differently?

With COVID-19 affecting the hospitality industry, Nexplay was able to show a flexibility and scale down their services to accommodate client's requests.

BACKGROUND

Introduce your business and what you do there.

I am the IT corporate director for Sydell Group, a privately owned hotel management company and luxury brand with several hotels in our portfolio. We have a couple of hotels under development right now and we partner with MGM on specific projects.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nexplay Consulting Inc.?

We partnered with Nexplay to oversee and manage the IT services for one of our hotels.

SOLUTION

What was the scope of their involvement?

We have a Master Service Agreement in place. One of our projects is a full audio refresh on Openaire, one of the restaurants at The Line LA. They are tasked with replacing all the audio systems in that restaurant with something more robust to give a really solid and high-quality experience to the diners. Nexplay is also working on revamping the full IT stack in the server room. This involves upgrading all the servers, switches and other components. 

Nexplay oversees the full management operations from the IT side of things for The Line Hotel in Los Angeles. The hotel is located on Wilshire Boulevard and has 386 rooms plus three full-service restaurants. They are not the provider for most of the IT services, but Nexplay is our first go-to for any support needed by the hotel operation team. 

They have a help desk and POS support services, and they do low voltage cabling along with fully manned AV services. They are also pretty hands-on when it comes to the daily operation of our CCTVs, surveillance system, and guest and admin WIFI.

What is the team composition?

Nexplay has a dedicated team of six people to The Line Hotel. Steven (President & Managing Partner) and Koa (IT Director) have been our main points of contact. Steven oversees the entire team, while Koa manages the help desk along with the Tier 1 and Tier 2 support. 

Along with the help desk people, they have a low voltage team and an AV team. They also have a few great engineers on board who have great expertise in OPERA and most of the Oracle products.

How did you come to work with Nexplay Consulting Inc.?

Our CFO had previously worked with Nexplay, which is how we initially got in contact with them. We did our due diligence and assessment, looking into the great feedback from other hotels for whom Nexplay provided support. One thing led to another and we hired them.

How much have you invested with them?

The audio project is about $20,000 and the server revamp is another $50,000–$60,000. These projects easily average over $100,000. 

There are also ongoing costs for Nexplay’s support services, but they get funded depending on the scope of work and the size of the project. Their monthly retainer fee is in the range of $3,000–$4,000.

What is the status of this engagement?

We partnered with Nexplay in January 2020, before COVID-19. It is an ongoing partnership, close to two years now, and we are hoping to use their services for our other hotels.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Before they came on, we were facing a lot of challenges. The speakers were turning off sporadically and we couldn’t provide great quality music to enhance the experience of our guests. However, Nexplay has done a really amazing job of refreshing Openaire’s AV. They’ve selected amazing quality speakers and amplifiers and have done well to cable, restructure, and rezone our 3,000-square-foot restaurant. 

They’ve also put together solid documentation on how everything can be controlled so that restaurant managers and directors could easily play or change the music in different zones, lower the volume, or adjust the frequency without needing help from IT. Nexplay has delivered a really great product. 

How did Nexplay Consulting Inc. perform from a project management standpoint?

Steven has been great. He is very hands-on and available anytime we have a problem on-site. Their office is within walking distance to the hotel, so we typically don’t have any downtime at all. If there is something critical needed, they could easily come over within a 5–10 minutes’ notice. They have a really dedicated team of resources for The Line Hotel and we are really impressed. As soon as we log a ticket, we immediately hear from them.

They are very organized and consistent. Everytime a project gets approved, it almost instantly goes to the responsible resource. They let us review everything that has been completed before doing a final sign-off — something that I’ve rarely seen other support companies do, especially for our hotel.

I communicate daily with the team through Microsoft Teams. We would also schedule weekly or bi-weekly Zoom calls joined in by stakeholders and team members from my side.

What did you find most impressive about them?

We’re really impressed by Nexplay’s knowledge, expertise, quick turnaround time, communication, and project management; they are really good at all of these things. They stay consistent because they have a great team of people. I am really hoping we can do more business together. 

Are there any areas they could improve?

There’s none that I can think of. 

Do you have any advice for potential customers?

I can’t speak for other industries, but for hotels specifically, Nexplay is what you get for your buck. You won’t feel like they are a third-party support company. There is that personal touch, specifically from Steven and Koa, which makes you feel like you literally have an in-house team. They are ready to provide support anytime and anywhere, which will make your life easier at the end of the day.

BACKGROUND

Introduce your business and what you do there.

I’m the senior staff accountant at SIXTY Hotels Beverly Hills. It’s a hotel hospitality business.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nexplay Consulting Inc.?

Nexplay helps us in our day-to-day operations, such as the copier, internet connectivity, guests' concerns, and any technical aspects.

SOLUTION

What was the scope of their involvement?

Nexplay makes sure all our systems are up and running, including the internet connectivity for our guests, and the firewall and financial integrity security for our company, such as ensuring we’re fine in terms of cybercrime, hackers, and more. They handle all those crucial parts.

What is the team composition?

I work with Koa (IT Director), Fadi (Infrastructure Manager), Steven (President & Managing Partner), Kyla (IT Help Desk Manager), and Alex (System Engineer). We have a quality support group for our hotel.

How did you come to work with Nexplay Consulting Inc.?

Nexplay handles the IT department of the Hollywood Lutherville Hotel, which is one of our sister companies — we manage that hotel. When the contracts of our previous IT company expired, our general manager and financial controller decided to hire Nexplay. It made sense to have both companies working with the same contractor. 

How much have you invested with them?

The previous year, we spent around $45,000. This year, on average, we’ve spent $55,000. Nexplay doesn’t charge a lot because of inflation. 

What is the status of this engagement?

We’ve been working with Nexplay since September 2015, and the partnership is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

As a whole organization, if we have to rate Nexplay, we give them 8.5–9. We’re very satisfied with their services. They are fast to respond, and they always go above and beyond the problem at hand. Nexplay does extra work to give us a solution before a problem arises and make sure that it will never happen again.

How did Nexplay Consulting Inc. perform from a project management standpoint?

We aren't very tech-savvy, so if there’s any concern or problem with operating, Nexplay is a phone call away. They’re on top of their game because they respond right away every time we call them, whether it’s a guest’s concern for the internet service or other things. Their team is always available.

What did you find most impressive about them?

This review is a way to thank Nexplay for the great job they’re doing for our company. Their team makes sure our guests are as satisfied with our service as we are with the services Nexplay provides us.

Are there any areas they could improve?

No, there’s nothing Nexplay could improve. In terms of our hotel needs, they’ve gone above and beyond what we’ve asked for.

Any advice for potential customers?

The only piece of advice I can give is to be upfront and honest with Nexplay on what you want to see in your IT services and systems. It has worked for us. We’ve always been honest and straightforward with them on what we want, can, and can’t do.

BACKGROUND

Introduce your business and what you do there.

Shore Hotel is a family-owned hotel that has three locations that I manage. I am the director of IT.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Nexplay Consulting Inc.?

We brought on Nexplay to support all three of our locations, especially since I had previously let go of one of my IT staff.

SOLUTION

What was the scope of their involvement?

Nexplay is basically assisting us on the Helpdesk side of things. With my direction, they also cover basic troubleshooting needs, basic calculations, and how to respond to certain situations. I informed them on how I wanted certain things to be run and how, in general, we can work in tandem on different processes. I’ve also discussed with them  what I want to get some more action on since there’s been little changes in the technology.

Prior to bringing Nexplay in for the Helpdesk service, I had actually worked with them on a domain upgrade from scratch for two of our properties. When I wanted a new system and process, they conducted on-site surveys to discover what we needed to accommodate and be responsive to our clients.

What is the team composition?

We communicate with Steven (President & Managing Partner) a lot regarding different projects and needs. I’ve also met with his managers and his staff.

How did you come to work with Nexplay Consulting Inc.?

We know them from a hospitality industry network. We asked around and Nexplay came up, providing more information about what they do. We went ahead and brought them on board for the first project and then for the Helpdesk. 

How much have you invested with them?

We’ve invested anywhere from $50,000–$100,000.

What is the status of this engagement?

I first brought them in somewhere in October 2020 for the Helpdesk support. We’re still working with the team.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I’ve gotten good feedback from our food and beverage, front desk, engineering, and security departments from all three properties. Nexplay has been able to help our staff fix their phones and set up their logins and emails for Office 365. They’ve also been able to provide support for our various in-house systems without my involvement unless absolutely necessary. 

Before I brought them on board, I had a specific target on how I wanted things to be done and we’ve been able to accommodate that. We have our procedures and guidelines in terms of how they are supposed to respond, and it’s been working out great.

How did Nexplay Consulting Inc. perform from a project management standpoint?

We have a ticketing system, but anything related to big projects comes through email. For regular, Helpdesk-related matters, we just create a PDF for our staff to follow which is relayed either through email or by phoning the Helpdesk. 

If Nexplay can’t immediately assist us, requiring further access and permissions, I’ll get copied into the ticket so that I could intervene and respond. Other times, they can simply communicate with my staff and fix things right away.

What did you find most impressive about them?

Their response times distinguish them from other providers. There’s a lot of vendors who do half-hearted, sloppy work just get in and get out. That’s where Nexplay comes in. Since we have a mutual agreement on how their staff is going to work with me, it’s just a matter of who will lead it. What we’ve done with Nexplay so far has worked out really well and has changed the way our issues are responded to.

Are there any areas they could improve?

I can’t think of anything right now, but I’m sure there’s always something they can improve on. Anytime there’s a job in the hospitality industry, there’s a lot of changes in personnel and with that comes the need for stability and a template to go off of. Otherwise, it just becomes all over the place. As long as Nexplay continues to follow the guidelines that have been provided to them, then I think we will be fine.

Do you have any advice for potential customers?

Always pay attention to details, especially the step-by-step processes, and incorporate that with your own knowledge. If there is something you don’t know, ask questions or do your own research. Run some trial-and-error test to exhaust all your different options and find what works for you and what doesn’t.

BACKGROUND

Please describe your company and your position there.

We are a Boutique Hotel located in Williamsburg, Brooklyn. I'm Director of Guest Experience, and my main job is to ensure guests are satisfied with their stay.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Nexplay Consulting Inc.?

Nexplay was hired to assist the hotel with their OPERA support needs, as OPERA (Oracle), goes back and forth with you to just get a simple task done. Since we started working with Nexplay, they have been amazing in correcting and helping us in a very time efficient manner to our OPERA needs. They are so easy to work with and are very responsive.

SOLUTION

How did you select this vendor and what were the deciding factors?

The hotel was urgently looking for a company who provides OPERA support and a colleague from the hotel has previously worked with Nexplay and said Nexplay is the route to go, as they are extremely easy to work with. Indeed, they did not disappoint.

Describe the project in detail and walk through the stages of the project.

Nexplay has helped the hotel update many configurations from our OPERA property management system (PMS), starting with our Confirmation letters and Registration Cards. Working with Oracle directly, it took almost a month to have a person assigned to get this job done. With Nexplay, the project was done the same day. Nexplay also assisted in creating new reports that are crucial for our accounting department and have assisted in doing a general cleanup of our PMS system.

How many resources from the vendor's team worked with you, and what were their positions?

We have only worked with one specialist who previously worked with Oracle.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

The hotel has implemented new procedures, one of them being the registration card, which has helped the hotel tremendously with charge backs. Having this project done on the same day is simply amazing; and knowing we can update this at any time without waiting a month makes it extremely easy to work with them.

How effective was the workflow between your team and theirs?

Since we have only had one project with Nexplay, I can't really say how effective they are when working on different projects. However, with the small projects we gave them, the workflow was seamless and efficient.

What did you find most impressive or unique about this company?

How responsive and fast they get the job done.

Are there any areas for improvement or something they could have done differently?

As of now, we have no negative comments of feedback to provide.

BACKGROUND

Please describe your company and your position there.

We are Balboa Bay Resort in Newport Beach, California. I am the head of IT

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Nexplay Consulting Inc.?

We've experienced a major failure to our PMS server motherboard one day before Christmas eve. Nexplay top tier engineers were able to assist troubleshooting and recovering from this failure

SOLUTION

How did you select this vendor and what were the deciding factors?

Nexplay was able to escalate the issue on the spot and was able to troubleshoot the problem and got it fixed.

Describe the project in detail and walk through their service package.

It was very hard to get consulting attention in one of the busiest days of the year, December 23rd. Nexplay was able to allocate a top tier engineer and assisted in solving the problem in a timely manner

How many resources from the vendor's team worked with you, and what were their positions?

The company president and director of infrastructure both helped

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Nexplay was able to assist in one of the busiest days of the year. They were able to locate resources and properly assist resolving the issue.

How effective was the workflow between your team and theirs?

Very effective

What did you find most impressive or unique about this company?

The company was rich with resources and was always available to assist all year long.

Are there any areas for improvement or something they could have done differently?

Not to my knowledge, the team was very helpful