Ca's Saboners
Trip Protection & Assistance
December 18, 2025
About CA’S SABONERS
Aparthotel Playas Ca's Saboners isn’t just a place to stay; it’s a project filled with history and passion, lovingly run by a local Mallorcan family. Their personal touch and daily dedication transform this hotel into a welcoming and unique space, far removed from the impersonal vibe of large hotel chains. Here, every detail has been carefully thought out to create a warm, inviting atmosphere where guests feel truly at home.
Located in the heart of Palmanova, this aparthotel provides the perfect setting for family holidays, romantic getaways, or trips with friends. Boasting fully refurbished modern apartments, well-maintained gardens, and facilities designed for comfort, Ca's Saboners is the ultimate spot for an unforgettable holiday. With a pool, a snack bar, and personalised 24/7 service, every aspect of your stay is designed to ensure an exceptional experience.
Discover the pure essence of Mallorcan hospitality at Ca's Saboners.
The challenge
The Ca’s Saboners team set out to increase the conversion of non-refundable rates on its direct channel.
These rates, although more competitive in price, presented a barrier for customers due to their inflexibility in the face of unforeseen circumstances.
The goal was to transform this perception by giving the rates added value that went beyond financial savings: offering security, protection, and flexibility.
To achieve this, they needed a lever that would allow customers to book with confidence, knowing that their investment would be protected against unexpected situations.
The solution
To transform non-refundable rates into a more attractive and secure option for customers, Ca's Saboners integrated the Trip Protection & Assistance solution into its direct channel, specifically cancellation insurance included for any justified reason.
This solution allows guests to recover their investment in the event of unforeseen circumstances, without the need to take out external insurance or take additional steps. The insurance is incorporated directly into the booking process included in the non-refundable rate and is offered at no additional cost to the end customer, eliminating one of the main barriers to this type of rate: lack of flexibility.
As part of the strategy, the release of the non-refundable rate was reduced from 45 to 7 days prior to arrival, which also helped achieve the results. This improvement expanded the conversion window and facilitated the capture of last-minute reservations, increasing the competitiveness of the direct channel.
Thanks to native integration between Roiback and our strategic partner in insurance distribution, the solution does not affect hotel operations. Guests manage their policy completely independently via an app, where they can file claims, look up contact numbers, and access all information related to their coverage. This ensures a smooth experience for both the customer and the hotel team.
This solution turns a traditionally rigid tariff into a competitive, secure, and profitable option, aligned with the expectations of today's customer.
The results
The strategy implemented by the Ca's Saboners team has had a significant impact, with a notable increase of +134% in the share of non-refundable rates compared to the previous year. It has also contributed to achieving the following results:
- Reduce the number of cancellations.
- Maximize profits by reselling a percentage of canceled reservations through insurance.
- Increased cash flow by promoting advance sales of NR rates.
- Promote the differentiation of the direct channel compared to OTAs.
- Greater control over forecasts
+134% Increase in NR rate share
-60% Decrease in cancellation rate
+131% Increase in NR rate conversions
+22% total conversions compared to the previous year
We are seeing very positive results with the activation of All Justified Cause insurance in our direct channel. It is true that, in addition to activating the insurance, we have contributed to the increase in reservations by reducing the release period for the Non-Refundable rate, which has gone from 45 to 7 days, which has also contributed to this increase.
Where we have noticed the most significant improvement is in cancellations of standard rates, which have fallen significantly. In contrast, cancellations of non-refundable reservations have more than doubled when comparing the same period of time. Although this may seem negative at first glance, it is not: previously, if a customer had an unforeseen event and for some reason could not come, as they could not recover the amount paid, many customers simply did not cancel and let their reservations lapse until the day of arrival, which prevented us from reselling them. Now, thanks to insurance, customers cancel so they can claim the amount, and those rooms automatically go back on sale, which in many cases allows us to double the profit obtained for the same room."
