At De Krim, that’s the goal: making great service feel natural. No unnecessary friction, no delays. Just a well-run operation where guests feel looked after. Not because they had to ask, but because it was already handled.
The real challenge? Delivering that level of seamless service at scale, without excessive costs.
We spoke with Jolanda Kamphuis, Commercial Director at De Krim, about how guest feedback shapes operations, how Maxxton makes service more efficient, and why people are willing to pay more for a holiday that just feels right.
Listening, learning, and levelling up
A good stay is expected, but a memorable one is created through attention to detail, and that starts with listening to guests. At De Krim, every visitor receives a survey after their stay, and that feedback isn’t just recorded and left to sit in a report, it directly influences operations.
"Well, since 2008, we’ve had a digital guest survey via Maxxton," says Jolanda Kamphuis. "Every guest receives an invitation after their stay to complete a survey with various questions, including an NPS (Net Promoter Score) question. We track our NPS score, and the results of these surveys are directly integrated into our booking system at the accommodation level."
This data shapes how future guests experience De Krim.
"This means rankings are influenced by guest ratings, so the best-rated accommodations are displayed first. Our priority management system ensures that when a guest books without a preference, they are assigned one of the highest-rated accommodations first."
With Maxxton’s technology, these rankings update automatically, helping De Krim continuously refine its offerings. But guest feedback doesn’t stop at rankings, it also guides investment decisions and operational improvements.
"Additionally, we use guest feedback for investment decisions and operational improvements. We constantly analyse what guests say about accommodations, facilities, and services. -whether it's cleanliness, reception service, or hospitality in our restaurants."
And the effort pays off.
"Year after year, this approach has proven to be highly effective. Our average NPS score per park is around 60%, with some even higher. Just this morning, I saw that the NPS score for the cleanliness of our California apartments reached 70%, which is exceptionally high for the industry."
But data alone doesn’t create exceptional stays. What truly makes a difference is how this insight is used to shape every part of the experience.
Getting the details right
"In the end, it all comes down to this: Did you exceed their expectations?" says Jolanda.
Exceeding expectations can be more than luxury perks or expensive add-ons. It’s the small, thoughtful details that transform a stay. Like fixing a maintenance issue before guests even notice, making check-in effortless, responding to problems quickly, and making sure every interaction is smooth from start to finish.
"For me, that means quality. Quality is not just an objective concept; it’s primarily subjective. In the end, have you exceeded expectations? And that’s not just about the accommodation itself—it’s about the whole Texel experience, as I always say. Everything has to be right."
And when everything feels right, price becomes less of a concern.
"If everything is right, then price becomes a less significant factor," Jolanda explains. "But if something is off, then you get caught in a price spiral. As long as quality remains high—in the broadest sense of the word—you can maintain a strong price-quality ratio and keep prices higher."
People pay for confidence in their holiday. They don’t want to worry about the details, they want to trust that everything will be taken care of.
"But the challenge is to achieve that without excessive costs.” says Jolanda “That’s the third dimension you’re working on, where Maxxton can help you—making operations more efficient."
Less guesswork, more guest focus
Delivering seamless service is difficult anywhere, but on Texel, it’s even more challenging. Unlike mainland resorts that can hire seasonal staff at short notice, De Krim doesn’t have that luxury. Finding workers isn’t easy, and with a limited talent pool, the only way to maintain high standards is by making every process as efficient as possible.
"We are on an island, and that means it’s not always easy to find staff. That’s why we have to grow in a smart, feasible way," says Jolanda.
To do this, De Krim focuses on automating what can be automated, so staff spend less time on admin and more time with guests.
"You can’t just keep adding people. So, we have to make processes as efficient as possible."
This happens with Maxxton handling routine processes, so housekeeping and technical teams spend less time on admin and more time where they’re actually needed.
When processes aren’t streamlined, guests feel the impact first. A simple issue can turn into a frustrating experience when they have to repeat it multiple times, unsure whether anyone is actually handling it.
"For example, in the past, guests might report an issue through multiple channels—telling a maintenance worker, then calling reception, then sending a message. That led to inefficiencies and frustration," Jolanda explains. "Now, with centralised guest care and operations systems, every issue is logged in real time, and staff can track progress immediately."
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She continues, "By digitising that process early on and getting Maxxton to support it, we optimised workflow efficiency. For example, housekeeping staff and technical service teams now receive notifications on their smartphones when a task needs to be completed."
And when something inevitably does go wrong, guests don’t expect perfection from De Krim—they just want a quick response.
"If something is wrong during a stay, it’s not necessarily a problem—the key is how you handle it."
With Maxxton tracking issues in real time, staff see problems immediately, fix them quickly, and can make sure that guests aren’t left waiting for a resolution.
And it’s not just the guests who benefit. When operations run smoothly, staff are happier too.
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"When everything is in order, the job becomes more enjoyable. Staff have more time to interact with guests, provide better service, and focus on what makes their work meaningful—rather than constantly having to fix issues."
By working smarter, not harder with Maxxton, De Krim ensures that staff can focus on what really matters, making guests feel looked after from the moment they arrive.
The result? A holiday that feels effortless, a team that takes pride in their work, and a business that isn’t just surviving but thriving.
