How we Built the Nirvana Spa Collection a Reliable, Always-On IT Environment

Luxury hospitality depends on seamless experiences, but for the Nirvana Spa Collection, that experience was undermined by unreliable technology behind the scenes.

Recurring outages, slow connectivity and ageing systems were creating risk across bookings, payments, and guest services.

They needed more than a fix; they needed day-to-day stability they could rely on.

The Outcome

10× faster connectivity

Internet speeds increased from 100 Mbps to 1 Gbps, improving performance across the entire estate.

Rapid, carefully managed transformation

A complete upgrade across network, cloud, and telephony delivered within a tight timeframe by a focused team. Telephony was transitioned with zero downtime, while wider infrastructure changes were carefully planned and executed to keep disruption to an absolute minimum.

Reliable IT for an always-on operation

A resilient, proactively managed platform now supports the Nirvana Spa Collection operations from 6am–11pm and West Court Retreat running 24/7.

Customer Snapshot

Organisation: The Nirvana Spa Collection (Includes Nirvana Spa, West Court Retreat, Nirvana Health and Pulse 8 Gym)
Industry: Leisure & Hospitality
Location: Berkshire, UK
Environment: Luxury spa, exclusive hotel, gym, and wellness facilities
Operating model: High-volume bookings, payments, and guest services across extended hours

The Challenge

Behind a calm guest experience was a technology environment under pressure.

Infrastructure had grown organically over time, with ageing systems that hadn’t been maintained or refreshed in line with the business.

Internet speeds dropped as low as 10 Mbps, far below what was needed to support a high-volume hospitality environment, and outages were frequent. The telephony platform was ageing and no longer aligned to the needs of a modern, high-volume operation.

For a business operating 24 hours a day, even short disruptions had a direct impact.

“We’re putting structure and reliability around their IT. The goal is simple: to make their technology as calm and dependable as their brand.”

Dominika Krol, Service Manager IT Naturally

Our Approach

We focused on one goal:

Create a stable, resilient IT foundation that just works.

1. Rebuilding the Network

We redesigned the entire network to remove risk and improve performance.

Replaced ageing firewalls, switches, and Wi-Fi infrastructure
Installed high-capacity circuits across key locations
Introduced dual-supplier connectivity for resilience
Integrated Starlink as an additional backup layer
Rebuilt LAN and WAN architecture to support both operations and guest services
Upgraded comms rooms and replaced failed UPS systems to protect against power disruption

Everything is now proactively monitored, giving full visibility and rapid response if anything changes.

2. Moving to a Modern Cloud Platform

We migrated legacy on-premise servers into a Microsoft Azure environment.

Reduced reliance on ageing hardware
Improved resilience and scalability
Enabled proactive monitoring and alerting

With tight timelines and uncertainty around migration deadlines, we also deployed a “lifeboat” on-premise server as a contingency to ensure continuity of the most critical systems no matter what.

3. Replacing Telephony Under Pressure

The existing telephony system needed replacing within a defined 10-week window to ensure continuity and support future operations.

We delivered a full transition to a modern unified communications platform.

Deployed Cisco Webex in partnership with Evolve IP
Introduced secure payments, reporting, and call management
Migrated rooms at the West Court Retreat on an individual basis, with zero disruption to guests
Completely swapped out nearly 200 physical phones
Provided brand new contact centre solution, including AI to monitor calls for buying signals or abusive calls
Completed spa migration in a single day with pre-planned deployment and training

As with any of our projects, this smooth transition was achieved through careful planning, preparation and testing as much as possible before critical cutover and keeping a very close eye on the details. Despite an unexpected early shutdown from the previous supplier, the transition was completed successfully, with no interruption to bookings or guest communication.

“In the space of only a few weeks, we were able to replace our entire telephony platform without a single minute of downtime. The collaboration and speed of delivery were exceptional, and the new system has already improved how we manage guest communications.”

— Paul Berlelmont, Head of Technology, Nirvana Spa Collection

4. Transition to Proactive Managed Service

Following the transformation, the Nirvana Spa Collection moved into a fully managed service.

24/7 monitoring and support of network, servers and telephony
Structured change control
Early Life Support for smooth transition
Full documentation and knowledge transfer

The shift moved from reactive firefighting to proactive, predictable IT.

The Results

Stability and Performance

100 Mbps → 1 Gbps connectivity
Elimination of historic outages
Fully resilient infrastructure across all sites

Guest Experience

Faster bookings and payment processing
Reliable handling of ~400 calls per day
Consistent Wi-Fi across guest and staff areas

Operational Efficiency

Reduced IT management overhead
Proactive issue resolution before impact
Structured, controlled change management

The work doesn’t stop at go-live.

IT Naturally continues to work closely with the Nirvana Spa Collection, providing ongoing support and guidance to maintain high levels of security and ensure the environment runs to the highest standards every day.