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July 30th, 2025
Centralising offline and online experience bookings across properties
One Operating System Enabling Istria Experience to Serve 44,000 Daily Guests
about
Plava Laguna is a leading brand in Croatian tourism, with a legacy spanning nearly 70 years. Across 20 hotels, 10 apartment villages, 9 campsites, 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 their story. Under their management, they also have other brands like Istria Experience, their in-house agency focused on excursions and activities which offers guests a deeper connection with the destination. This allowed Plava Laguna to put experiences as the foundation of it's brand identity and positioning in the hospitality market.
Modernising the long-standing tradition of experiential hospitality
Istria Experience recognised the opportunity to meet rising guest demands for convenience and unlock operational efficiency by rethinking their experience management processes. Their goal was to centralise offline and online bookings, gain insights into guest preferences, and reduce the time needed to process each booking.
The challenge went far beyond replacing an outdated setup - it was about transforming how their whole experience catalogue was promoted, managed, and sold across all properties. Bookings were often limited to on-site kiosks during opening hours, with little connection between locations or channels. Staff lacked visibility into guest activity interests, while guests had no way to browse or book activities in advance.
To succeed, Istria Experience needed more than a booking tool. They required a solution that could unify all experiences under one roof and deliver a 360° view of each guest - connecting pre-arrival engagement, on-site discovery, and post-stay feedback and retention.
Unifying experience sales channels and local collaboration
Turneo provided the complete solution Istria Experience had been searching for: a web storefront to launch digital experience sales and a Concierge Tool that served as the central operating system for offline bookings at their tours & activities kiosks.
What made the transition even more impactful was that the platform already offered capabilities they had originally planned to build in-house. Instead of investing months into custom development, the team was able to transition fully within just a few weeks.
But the story didn’t end with digitising their existing organisers and activities. With the foundation in place, Istria Experience began expanding their portfolio through Turneo’s marketplace - connecting with new providers, adding fresh experiences, and weaving themselves even deeper into the fabric of the local destination. For guests, this meant more choice and convenience. For Istria Experience, it meant stronger partnerships, reduced manual coordination, and a confirmation of their role as the central hub for experiences across the region.
From fragmented tools to connected experiences management
Launching the digital store marked a shift in how Istria Experience connected guests with activities. Guests can now browse and book 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 flow into a single system, reducing admin work and giving concierge teams more time to focus on personalised guest service. For the management team, the advantage lies in full visibility over performance data - from top-booked experiences to guest sentiment and conversion across touchpoints.
Today, more than half of all bookings come in online - a shift made possible by replacing fragmented tools and manual processes with an all-in-one platform. For Istria Experience, this didn’t just streamline operations. It opened up new insights into guest behavior, reduced the workload on staff, and gave travelers a more convenient way to book. This will give guests an easier way to discover the destination and enjoy local adventures, while keeping experiences at the heart of the brand’s identity for the long term.
“
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
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