- HOTEL TYPE: Independent

- SOLUTIONS USED: Revinate Marketing, Revinate Guest Feedback

- REGION: EMEA

- GOAL: Drive direct bookings and take control of their email marketing.

- STRATEGY: Focus email campaigns on guest experience and use smart segmentation.

- RESULTS: Increased average revenue per email campaign, along with an impressive ROI.

Meet the customer

Revinate allows us to create relationships with our guests and clearly differentiate our product. We can put our stamp on our ideas and show the customer why we are the best hotel in North Wales.
Shaun Oldfield, House Manager, The Quay Hotel and Spa

The brand

Nestled along the picturesque shores of the Conwy, North Wales, UK, The Quay Hotel and Spa stands as a beacon of luxury and relaxation. Boasting stunning panoramic views of the waterfront, the hotel captivates visitors with its blend of modern elegance and traditional charm, offering a seamless fusion of world-class hospitality and indulgent amenities, including a state-of-the-art spa and highly sought-after restaurant, Ebb & Flow.

The challenge

Like many independent properties facing resource constraints within the marketing team, The Quay Hotel and Spa had previously depended on an external agency for the execution of marketing campaigns. However, in late 2022, General Manager Brid Adams reevaluated this strategy.

The solution

Brid was familiar with Revinate and understood if they brought marketing in-house with an easy-to-use solution, they would be able to execute campaigns faster and immediately see the results of these campaigns. They selected Revinate Marketing to power the hotel’s email marketing and guest database. Following a fast implementation period, where Revinate integrated with the PMS and trained House Manager Shaun Oldfield, The Quay began sending their own campaigns and hasn’t looked back since. Shaun says, “Revinate allows us to create relationships with our guests and clearly differentiate our product. We can put our stamp on our ideas and show the customer why we are the best hotel in North Wales.”

The hotel leverages one-time and automated campaigns in Revinate Marketing to engage its guests and encourage them to book directly. With complete control over the look and feel of the campaigns, open and click-through rates have never been stronger.

An automated “We Miss You” campaign reaches out to past guests to invite them back to the hotel. Since turning on this out-of-the-box campaign, it has generated strong revenues and helped drive repeat guests. With strong open and click-through rates, it’s clear that The Quay guests are happy to hear from the hotel with promotions, especially when they reflect the brand and highlight unique aspects of the hotel.

With powerful reporting, Shaun has quickly learned the value of Revinate’s segmentation features. He segmented the audience for a “We’d love you to come stay!” campaign and saw strong engagement metrics. He says, “I’m a team of one but Revinate makes it easy to create multiple versions of campaigns, personalized to different guest segments. With just a little more effort, you can really impact the results.”

Finally, the integration of Revinate Guest Feedback and Revinate Marketing allows Shaun to capture rich survey information from guests after their stay and use that data to market to guests. Shaun says, “We used to have physical comment cards in the rooms but it was time-consuming to enter the data and analyze results. Now that everything is digitized and automated, we are learning so much about our guests that we can leverage in our marketing programs.”

The results

In under a year of leveraging Revinate Marketing, The Quay Hotel & Spa has achieved tangible and impressive returns on investment, showcasing the immediate impact of the platform on its success.

About Revinate

Revinate is a direct booking platform that leads the hospitality industry in driving direct revenue and increased profitability.

Our products and our people combine to give hoteliers the superpowers they need to crush their goals. With Revinate, hoteliers shift share away from OTAs and drive tangible results across an individual property or a portfolio. Our industry-leading, AI-powered, customer data platform collects, unifies and, synthesizes data giving hoteliers a foundational advantage.

Hoteliers gain critical intelligence – guest lifetime spend, stay preferences, ancillary revenue, and more. With our Rich Guest Profiles database, hoteliers don't need to guess who their most profitable guests are, or how to drive conversions across email, voice, messaging, and digital channels.

Revinate's direct booking platform and omnichannel communication technology powers 900+ million Rich Guest Profiles across 12,500+ hotels to drive over $17 billion in direct revenue.

Sanjana Chappalli
VP of Brand Marketing and Communications
Revinate, Inc.

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