Europa Village Enhances
Guest Loyalty Experience with PolyAPI

Europa Village is a premier winery destination in Southern California that operates boutique lodging, restaurants and tasting rooms, a loyalty club, retail outlets, and on-site events. Each line of business relies on well-established, best-of-breed systems. However, those systems were implemented independently and did not integrate in a way that supported Europa Village’s desired guest experience. These challenges were most visible with the Wine Club member experience, leading Europa Village to seek a fast, cost-effective way to integrate dynamic loyalty benefits across its underlying systems.

Challenge

Europa Village’s Wine Club members expected their benefits to apply seamlessly across lodging, dining, and retail. In practice, benefits could not be applied automatically because the loyalty system was not connected to the systems where guest transactions occur. As a result, staff were required to perform manual guest lookups, verify benefits by hand, and apply discounts through overrides, often involving manager approval. These steps slowed service and introduced friction into guest interactions.

Additionally, leadership lacked a consolidated view of customer behavior across channels. Data required for marketing personalization and business analysis was distributed across systems, forcing reliance on manual exports and report generation. While the leadership team assessed solutions for the loyalty use case, they wanted to ensure that the same solution could support centralized data pipelines for future operational and financial workflows.

Previous modernization efforts proved costly and time-intensive, underscoring the need for a partner who could deliver targeted outcomes quickly and at a price aligned with the organization’s size.

Solution

Based on a recommendation from Oracle Hospitality, Europa Village selected PolyAPI as a full-service integration partner, combining a modern integration platform with end-to-end solution delivery. Poly worked closely with Europa Village to understand their challenges, map desired guest and staff experiences, and design an integration strategy grounded in operational reality. Poly’s solutions engineering team implemented PolyAPI platform as a flexible integration layer that connected Europa Village’s core operational systems, including OPERA Cloud, Simphony, Commerce7, and supporting enterprise platforms. 

“With Poly, it wasn’t about forcing a product on us. It was a collaborative effort focused on how to best support our business. They cared about what they were delivering”, noted Steve Van Houten, President of Europa Village.

PolyAPI began by addressing the highest-priority workflow: Wine Club benefit handling. Poly developed an end-to-end solution that automatically recognizes member status from the loyalty system of record and applies benefits to purchases across the estate, replacing manual eligibility checks and discount overrides. Behind the scenes, serverless functions orchestrate guest lookups, validate loyalty entitlements, and apply discounts directly within the systems where transactions occur.

Results

Europa Village has realized measurable efficiency gains following the PolyAPI implementation. Processes for validating Wine Club eligibility and applying member benefits have been streamlined, reducing manual intervention and friction during guest interactions.

Operational Impact

• Improved Guest Experience: Wine Club benefits are applied automatically and consistently across the estate, enabling faster, smoother interactions at the point of sale.
  
  
• Greater Staff Efficiency: Loyalty-related transactions now require fewer steps, resulting in an estimated 10–15% reduction in staff time spent on benefit validation during peak periods of approximately 1,000 guests per day.
  
  
• Realigned Staff Focus: Staff no longer need to cross-check multiple systems or rely on manager overrides, allowing them to focus on guest-facing service rather than back-office tasks.
  
  
• Increased Reliability: With core systems connected through PolyAPI, daily workflows are more consistent, less error prone, and easier to support.

Guest experience is shaped through a series of small interactions. By removing friction from those moments and ensuring systems respond reliably, Europa Village reinforces premium brand perception across every touchpoint. In parallel, this new integration architecture can act as a scalable central data pipeline to support ongoing innovation, deeper automation, and increasingly personalized guest experiences. 

Looking Ahead

Europa Village continues to partner with PolyAPI to extend the value of its technology investments through additional integration and automation. The integration architecture established through the initial implementation allows Europa Village to enhance its guest experience and refine its operational model without being constrained by the limitations of underlying systems. Near-term initiatives include cross-property gift cards, expanded business intelligence reporting, automated accounts payable workflows, and guest-facing digital tools such as mobile applications and on-site kiosks designed to support the full guest journey.

“Many of us have spent money trying to build this kind of connected environment in the past and didn’t get the return. Working with PolyAPI showed us that what once felt impossible or unaffordable is now achievable—even for mid-sized organizations—when you choose the right partner.” —Steve Van Houten, President

Europa Village is now building on a connected foundation that allows new capabilities to be introduced as business needs evolve. This approach ensures technology remains aligned with operational priorities while supporting continued innovation over time.