Lalan Leisure Collection

Lalan Leisure operates a distinctive collection of hospitality experiences, including Iona Bungalow (Hatton), Udapola Bungalow (Deraniyagala), Kuda Oya Bungalow (Matale), and Yala Chalets.

Although the properties had invested in the Exely Hospitality Platform, many of its core features were not being fully utilised. Reservation processes were largely manual, guest confirmations were sent via WhatsApp and text messages, guest information was not consistently recorded, and reservation data was not properly maintained.

There were no standard operating procedures (SOPs) for reservations, inconsistent communication with guests, and limited reporting capabilities. These operational gaps affected the overall guest experience and commercial decision-making.

Following repeated experiences with fake bookings, cancellations, and no-show losses, several properties had disconnected from Online Travel Agencies (OTAs), resulting in reduced online visibility and a heavy reliance on traditional sales channels.

The plantation bungalows had virtually no exposure to Sri Lanka's travel trade, while Yala Chalets was working with only two active Destination Management Companies (DMCs).

In addition, the plantation bungalows were primarily sold as accommodation-only properties. Guests either brought their own food or paid a cooking fee, limiting ancillary revenue opportunities and reducing the overall guest experience.

Elevate Hospitality implemented a complete commercial, operational, and product development strategy designed to modernise reservations, diversify revenue streams, and reposition the properties for today's travel market.

Our scope included:

• Developing and implementing reservation Standard Operating Procedures (SOPs).
• Designing professional quotation templates, booking confirmations, and pre-arrival communication formats to create a consistent guest journey.
• Implementing structured guest verification procedures to minimise losses from fraudulent bookings, cancellations, and no-shows.
• Optimising the Exely Hospitality Platform by updating property content, inventory, guest records, and reporting while ensuring the system was fully utilised.
• Reconnecting properties to major Online Travel Agencies (OTAs) through the Exely Channel Manager and introducing dynamic pricing supported by continuous booking pattern analysis.
• Implementing a cloud-based call management system featuring:
  • Call recording
  • Welcome voice greetings
  • Caller waiting
  • Intelligent call routing
  • Performance monitoring

This enabled a more professional reservations operation.

• Introducing the plantation bungalow portfolio to Elevate Hospitality's network of over 200 inbound tour operators and Destination Management Companies (DMCs), resulting in new partnerships within specialised niche travel markets.
• Expanding Yala Chalets' travel trade network through new DMC partnerships and stronger market visibility.
• Replacing the traditional accommodation-only pricing model with professionally designed lunch and dinner set menus across:
  • Iona Bungalow
  • Udapola Bungalow
  • Kuda Oya Bungalow

This created an additional recurring revenue stream while enhancing the guest experience.

Developing Authentic Destination Experiences

To help travel partners sell the properties more effectively, Elevate Hospitality developed unique destination-based experiences:

Iona Bungalow

• Tea tasting experiences
• Guided cycling trails
• Pekoe Trail pick-up & drop-off services
• Curated plantation stay packages

Udapola Bungalow

• Waterfall trekking
• Cycling adventures
• Birdwatching experiences
• Nature-based excursions

Kuda Oya Bungalow

• Gonagala trekking
• Cinnamon peeling experiences
• Village-based cultural activities

Yala Chalets

• Traditional Sri Lankan cooking demonstrations
• Destination-based guest experiences
• Supporting Yala Chalets in replacing single-use plastic water bottles with reusable glass bottles through Elevate Hospitality's proven low-cost sustainability conversion model, including supplier sourcing and implementation support.