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July 30th, 2025
Centralising offline and online experience bookings across properties
How Plava Laguna transformed experiences management for 44,000 daily guests
about
Plava Laguna is a leading brand in Croatian tourism, with a legacy spanning nearly 70 years. Across 24 hotels, 13 apartment villages, 9 campsites, 4 resorts and 2 marinas, the group welcomes up to 44,000 guests a day.
Plava Laguna was founded in 1957 as one of the first tourism companies in Croatia and manages properties across Poreč, Umag, and Rijeka. It offers a wide range of accommodations from family resorts to luxury hotels and lively campsites. Their properties are organised into four major resorts and feature extensive leisure amenities, Blue Flag beaches, and facilities for guests of all preferences. However, accommodation is only part of the story. Under their management, they also have other brands including Istria Experience, their in-house agency focused on excursions and activities - to offer guests a deeper connection with the destination. This allowed Plava Laguna to have experiences as the foundational part of how it defines its identity and positions itself in the hospitality market.
Modernising the long-standing tradition of experiential hospitality
Plava Laguna's team had a challenging task ahead: to implement a system that could support their entire portfolio of experiences across both online and offline channels, reduce operational strain on customer support teams, and give guests more flexibility when booking activities.
The challenge wasn’t just replacing an outdated setup - it was about transforming how experiences were promoted, managed, and sold across properties. Some bookings were handled at on-site kiosks during limited hours, with little connection between locations or channels. Staff had limited visibility into guest preferences, and guests had no way to explore or book activities ahead of time.
They needed more than a booking tool. They needed a solution that could bring all experiences under one roof and provide a 360° view of each guest, connecting pre-arrival engagement, on-site discovery, and post-stay feedback and retention.
“
Our tours & activities sales agents have always delivered great service — now they have the tools to do it even better. With real-time access to guest preferences and availability, they can focus on what matters most: creating memorable experiences.
Lea Konjević - Director of Marketing
Unifying experience sales channels and local collaboration
Turneo provided exactly what Plava Laguna needed: a web storefront to launch digital experience sales and a Concierge Tool to centralise offline bookings at their tours & activities kiosks. The platform already offered the capabilities they had originally planned to build in-house - and within weeks, they fully transitioned to it.
Aside from onboarding their existing experience organisers and activities, Plava Laguna also expanded their offer through Turneo’s marketplace, integrating their hotels deeper into the local destination and its network of partners.
From fragmented tools to connected experiences management
The launch of the digital Istria Experience store marked a turning point in how Plava Laguna manages and delivers guest activities.
Guests can now book curated experiences anytime - before arrival or during their stay - with real-time availability and instant confirmation. Behind the scenes, all bookings from tours & activities kiosks and online channels are managed through a single system, giving concierge teams more time to focus on personalised service. This setup also enabled staff to have full visibility into performance data - from top-booked experiences to guest sentiment and conversion across touchpoints.
Local providers now manage their own listings directly, reducing manual coordination and strengthening Plava Laguna’s ties to the destination community. With over 50% of bookings now coming online, Plava Laguna has replaced fragmented tools and complex customer support with an all-in-one platform that’s made experiences a core part of the guest journey and a driver of long-term growth.
“
Turneo helped us modernise without losing control. We now deliver more value to guests - and make life easier for our staff.
Brigita Savić - Department Manager
Start selling your experiences online.
In less than a week you could be selling and managing all your experiences online on Turneo.
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