In this episode of the Hotel Moment podcast, Renee Murrietta, Founder of Show.Tell, joins podcast host and Revinate CMO Karen Stephens to unpack her toolkit for building an email channel that both delivers impressive metrics and helps your hotel to learn from the data-driven practices that make it run. Renee also explains her “duplication and inclusion” strategy for getting the right message in front of guests from subject line to body text, ensuring a personalized approach to your email content and beyond.

Listen in and find out how to read the data stories that your campaigns tell, and learn how to use your email strategy to retarget guests that abandon your booking engine.

Meet your host

As Chief Marketing Officer at Revinate, Karen Stephens is focused on driving long-term growth by building Revinate’s brand equity, product marketing, and customer acquisition strategies. Her deep connections with hospitality industry leaders play a key role in crafting strategic partnerships.

Karen is also the host of The Hotel Moment Podcast, where she interviews top players in the hospitality industry. Karen has been with Revinate for over 11 years, leading Revinate’s global GTM teams. Her most recent transition was from Chief Revenue Officer, where she led the team in their highest booking quarter to date in Q4 2023.

Karen has more than 25 years of expertise in global hospitality technology and online distribution — including managing global accounts in travel and hospitality organizations such as Travelocity and lastminute.com

Connect with Karen

Transcript

Intro—00:00:04: Welcome to the Hotel Moment podcast presented by Revinate, where we discuss how hotel technology shapes every moment of the hotelier’s experience. Tune in as we explore the cutting-edge technology transforming the hospitality industry and hear from experts and visionaries shaping the future of guest experiences. Whether you’re a hotelier or a tech enthusiast, you’re in the right place. Let’s dive in and discover how we can elevate the art of hospitality together.

Karen Stephens – 00:00:37: Hello, and welcome to the Hotel Moment podcast. I am your host, Karen Stephens, the Chief Marketing Officer of Revinate. And today I bring to you an episode that is really what I would consider a masterclass in digital marketing. My guest today is Renee Murietta, who is the founder of Show.Tell. And Renee really spends some time talking to us about the importance of personalization when you’re driving effective campaigns. So we know from our own benchmark report, which is available on Revinate’s website, that the more that you segment your guest database on your campaigns, the more opportunity you have to drive revenue. In fact, we have data that shows that you can drive up to three times more revenue the more that you segment. So that sounds like, Okay, that’s something that’s easy to do, but actually what it requires is a plan and some discipline around that plan. So one thing that Renee goes into right at the top of this episode is how to think about the scheduling of that, how to approach it as a hotelier when you want to drive more personalization. The other thing that Renee really hits on is the KPIs that matter across all of your digital channels. So email is something that obviously Revinate specializes in — email marketing, CRM, along with other channels. But she also talks about the importance of display, of website, of booking engines, and understanding where your guests are in their journey. And if they’re not converting, why are they not converting? And how do you fix that? So it really is a fantastic way to think about how do I approach all of these things? Because even though it can feel overwhelming as a digital marketer, I think at the end of the day, the more planning that you have in place, the more that you’re able to approach it with the right platforms and do the scheduling, then you set up a program that’s effectively running in the background and driving that revenue for you. So I hope you enjoy. Renee is a longtime friend of Revinate. She was a speaker at our conference in London in May. And she really has some great insights to share. So here you go. I give you Renee Murietta.

On today’s episode of Hotel Moment, we are thrilled to have Renee Murietta. Renee is a seasoned hospitality marketing consultant with over 16 years of experience. As the founder of Show.Tell, Renee specializes in crafting compelling brand stories and implementing revenue-driven marketing strategies tailored to hospitality businesses worldwide. Her career includes pivotal roles such as director of marketing at Noble House Hotels & Resorts and various positions in digital marketing, consumer engagement, and public relations. Renee’s expertise spans from digital marketing and content development to consumer insights and brand positioning, making her a sought-after voice in marketing innovation. Welcome to the podcast, Renee.

Renee Murietta – 00:03:19: Thank you, Karen. Thanks for having me.

Karen Stephens – 00:03:21: We go way back. So you’re now currently the founder of Show.Tell. You’re based in London. But as I mentioned in the intro, we actually started our partnership friendship when you were director of marketing at Noble House Hotels & Resorts.

Renee Murietta – 00:03:36: Yeah, that’s correct. That was four or four years ago, maybe five years ago now.

Karen Stephens – 00:03:41: 2020, that was the beginning of COVID.

Renee Murietta – 00:03:45: It was a memeorable start, wasn’t it? I guess that process with Dylan and the sales team, I think, started slightly before that, but wow, that timing was strange to sign on. I’m so glad we were able to push that through and be able to do that for Noble House at that time.

Karen Stephens – 00:03:59: Me too. And I think it really gave me a great introduction to you as a professional because I believe that you came on with us in April or May of 2020. So this was at the height of everybody really, for lack of a better word, kind of freaking out and panicking because everything was shut down. And somehow you led the team that was able to make a technology buy and push forward. So can we just start by talking a little bit about resilience and grit and your memories of that time and how you got through that period? Because Noble House Hotels emerged bigger, better, stronger after it.

Renee Murietta – 00:04:33: Yeah, they sure did. Thank you. I mean, it wasn’t just me. Of course, I had a great leader with me, Scott Colee, who’s still the CMO of Noble House. But it was tough because I was relatively new to Noble House and I was younger than I am now, but I was just a young female sitting in this boardroom. It was hard to get that across the finish line in the beginning, being relatively new, to be serious. I mean, I knew we needed to make the change. It was my duty in that role to make sure we had the best tools that we needed for our collection. At the time, I think it was 21 hotels or so, but it had a long relationship with their prior CRM, and it was a tough change to make. And then COVID happened. So we were fortunately already pretty set on this is what we were going to do before that happened. And it was some like, Should we do this moments? Of course, lots of them. And I’m so glad we were able to move forward with that because it just made a massive difference in really everything we did — understanding our guests as well as, of course, our email campaigns, our transactionals, the onboarding of associates — all these things that it really impacted eventually once we had that set up across the collection.

Karen Stephens – 00:05:39: I think the other thing that was fantastic working with you when you were at Noble House is that the way that you were able to leverage the technology to cross-promote. So if we just take a step back, and I think it really leads to your experience now. So now you’re leading your own firm, Show.Tell, which helps all kinds of hotels, different sizes, groups, independents all over the world. But Noble House itself is a collection of basically independents. So can you talk a little bit about your approach and philosophy of how you use intel or data on one property to help promote and cross-sell another property?

Renee Murietta – 00:06:16: Yeah, absolutely. I’ve been fortunate to work with some other collections as well now. And that strategy and that, I guess, framework that I sort of created there with Noble House applies still. So it’s great to be able to bring that to other clients as well. But it’s just about being smart and using your data and having a plan and a schedule. And I think there’s no rhyme or reason to — there certainly is, but there’s no formula, I would say. But I do think it’s really important to keep in mind inclusion and then also scheduling, really. If you’re going to do that, if you’re going to borrow data from a sister property hotel, it needs to be a coordinated effort. You can’t just kind of swoop in and say, Hey, we’re going to email all your past guests of this resort in Florida. We want to make sure we market this property to them, or let’s get some new eyes in front of what we have to offer here in Colorado. Whatever it is, you have to coordinate that. It needs to be a system set in place. So we had a pretty fine-tuned system across all of the different DOSMs on property, as well as the corporate team on how that went about. And we have a nice Excel spreadsheet where you kind of drop in all the campaigns that are happening — see where those holds are there. If someone were to reserve the data is kind of how we approach that so that it was a free-flowing, constant thing. It wasn’t a one-off where we, yeah, sure, we did that when we had a new hotel opening, a new hotel joined the collection. Part of what we sort of sold — touted as the company was that database that we had across all of our 21, whatever it was, hotels at the time, especially some like Little Palm Island that you’re like, Yeah, I want to get in front of those past guests. So that was a big selling point often for our sales and development team when they were meeting with owners and prospective contracts and whatnot. So you have to actually make good on that, right? And do it properly. And yes, we did that as from a Noble House perspective, from the brand perspective, and borrowed data here and there to be able to share this new addition to the collection with the right segments. But on a regular basis, we needed to have a system set up so that every property could take and pull as needed and do so in a way that wasn’t just blanket sending. Of course, you have to think about what they’re receiving as well. And we did also have a great creative team that set up these email templates that for each property, while they all had their own branding, there was a similar…there was a branded component of it that tied in Noble House. So they all looked somewhat similar in a sense so that if you were to receive something from the Argonaut Hotel and you’d never heard of them before, maybe you’re going to recognize that same template — that same Noble House name on there. And we were pretty strategic about what those messages were as well. Because you have to talk to these people like you know that they don’t know you. I always say talk to the guests like we know them because we know them. But in that instance, you’re talking to these guests about the fact that they don’t know who you are, and you’re introducing your property to them, and you want to kind of tie that in. So there’s a lot of things. There’s the coordination of it. Then there’s what is actually that content that they’re receiving both visually and in terms of your message.

Karen Stephens – 00:09:09: So, Renee, it’s interesting when you’re talking about with Noble House, you had a collection of independents where you wanted to kind of let people know that you knew something about them without stating that you did because they might not be familiar with the different hotels in the portfolio. But you also work with a number of groups now where guests have volunteered their data. They’ve told you what they like. So when a hotelier has that, they ask the questions, they have the data. Can you talk a little bit about the importance of personalization and how marketers should think about that for hotels?

Renee Murietta – 00:09:42: Sure, absolutely. That’s something I’m really passionate about and something, as you know, I had the pleasure of speaking about at NAVIGATE London here. It’s incredibly important. And we ran through some statistics, but I’ll share a few. You know, it’s just roughly 70% of consumers — that’s kind of the takeaway from all those different studies that we shared that data from — are expecting personalization in their communications and or stating that they won’t engage with it unless it is. And those are from McKinsey and Deloitte, and all these other studies that have been done to show that this is an expectation. And as hoteliers, sometimes we’re a little behind the curve when it comes to technology compared to other industries. So I do think it’s something that we’re aware of as hoteliers lately, and that we want to work towards. But it is daunting when you think about 70% of your database wants you to talk to them in a personal way. And you do have that data, but like, gosh, how do you approach that? So yeah, I think that there’s a recipe for success that involves both duplication and inclusion. These are two things I talk about often or that we apply often. So customizing a message to a specific audience, you have the data points to do that. You can get something in front of them that you think is going to resonate with them. And hopefully it does. And the results show that it does. There are higher engagement rates when you do this. But it doesn’t mean that every piece of that message or that campaign that you’re putting in front of them, whether it’s email or elsewhere on your website — you can do this with tools with website personalization now as well — it doesn’t mean that every part of it has to say, Hey, I know you live in the Northeast, and you need to get down to the South, to Florida pretty soon because it’s cold. Like you can say that once. Maybe you maybe want your subject line calling out something that’s going to catch their attention. Maybe that lead story is speaking to heading south for the winter, but the rest of the content could be rather evergreen. And the way that you can then be successful is that inclusion piece. When you do this, you could get really focused on your targeted campaigns and Okay, we’re going to send this to this subset, but what about everybody else? What are they getting? That’s what’s important to remember. And that’s why I say inclusion, is that you don’t want to leave big sets of your database out and untouched for months on end because you’ve been focusing on all these hyper-focused segmentation strategies. So something that we always do and whether it’s Revinate or other, but with Revinate specifically, you know, you can create this campaign, you can duplicate it easily and just change the bit that was targeted to that audience and make it general or make it targeted to another audience. We just did this with like a couple of different geo segmentations. You could do it with family, you could change an image, you can change the story a bit, and then make it fit for a couple. You don’t have to recreate the wheel with every campaign. And then you have the data to be able to write segments out to a couple of different groups and then capture everybody else. So everyone’s getting something. Everyone’s still getting a push for your need period — for example — for different reasons that might stand out to them. And then they’ve all been touched in the same period of time, day, couple of days, so that when you come around and do another campaign. Perhaps you’re more newsletter-focused campaign that can go to a general audience. Because of course, there’s still a place for that. Then they’ve also, been kind of having the same cadence. And so while that might sound complicated, it’s really not once you get it set up. It’s like, here’s our campaign, here’s who we’re talking to, tweak this bit, do bit, tweak this bit, do bit, and then off you go. And everyone has something that’s more relevant to them.

Karen Stephens – 00:12:48: Fantastic. And I think what’s key there. You mentioned, obviously, you use Revinate, you use other platforms as well. You’re platform agnostic. But I think what’s important for our listeners is that, obviously, your platform needs to be able to know that you’ve already sent this person a campaign in the last month. So you have kind of the big, broad campaign that’s going to capture everybody. And then you can go in, if I’m understanding you correctly, and modify campaigns to get a little bit more hyper-targeted?

Renee Murietta – 00:13:15: Sure. And you can do this with your paid media strategy as well. I mean, if you think about paid social ads, perhaps you’re promoting an advanced purchase offer or something like that, but you have a lot of seniors that stay at your property. Then you can take your lookalike audience, maybe that you’ve pulled from using data from your CRM to create the lookalike audience of people that are lookalike — those who have booked senior rates, for example — and set up the same ad, but as a separate ad group with an image of a senior couple in it or something that will stand out to them. It doesn’t have to call out that, Hey, we know you’re a senior. Here are some seniors, look at them. But it might catch their eye. So there are other channels in which you can apply that as well.

Karen Stephens – 00:13:52: That’s great. So let’s back up a little bit. I want to talk about Show.Tell. So can you just give us the high level? How long have you been in business? And then also, what is your approach when you take on a new client? So how do you kind of go in from the ground up to assess what your customer needs and how you can help?

Renee Murietta – 00:14:09: Great question. So I founded Show.Tell about two and a half years ago now. We’re a boutique marketing agency. We work with hospitality businesses to support or drive their marketing strategy and initiatives. It’s kind of marketing a la carte, really. So whether that’s a strategic advisor that you need to help generate revenue-driving strategies, or to fine-tune your brand identity to an interim, or long-term remote DOM, or director of marketing sale, we certainly do that as well. Or extra hands on deck to handle content production and maybe fill a role that isn’t there for a marketing manager type of position where you have all these things to get done and you don’t have the time to do it. And that happens a lot. And I saw the need for that when I was at Noble House, actually. So we were constantly having these holes to fill and needed people with marketing expertise to actually be available to us without getting that headcount approved. That was always kind of a challenge. So that was part of the reason why we started doing what we’re doing. But then there’s so much more to it. So I say we’re data geeks. At least I am. You know that. So we do a lot with consumer engagement. And I also think you mentioned that segmentation and paid media strategy. But we also do a lot of work with on-property programming, and partnerships, and project management. So everything from like a large-scale enterprise CRM onboarding, for example. And that means my answer to the next one is a little vague because it’s really different which different project we’re working on. Sometimes it is actually just a long-term remote director of marketing sale that we’ve been filling in for certain projects or acting as director of marketing. That’s obviously different. You’ve got to get a real understanding of the property, the market, the concept, the outlets, everything, and, well, your vendors. And are they the right vendors for you? It would definitely differ if it’s something more of like a CRM onboarding or a different type of project. But it’s really important to me always to feel confident in the tools that they have available. And you can’t always change that. Of course, that’s not the case. But through what we’ve done, we’ve worked through quite a lot of agency transitions. And even some that were just happening before we started. Some that we felt were the right move for that client for paid media or for social media. That kind of thing. But then also handled quite a lot of CRM transitions as well. And that’s its own beast. You know, understand where you’re switching from. So I will just leave it at that.

Karen Stephens – 00:16:23: Yeah, that’s great. So you mentioned you’re a data geek. So let’s talk about data. So much of what hoteliers do to make the guest experience come alive is almost always a process of connecting those dots, connecting the data dots, the feedback that you’re getting. And you’ve probably seen that play out a lot with your clients. So let’s take reporting data. So where do you see your clients connect the dots of reporting data from channel to channel to drive revenue? So if you’re coming in and you’re trying to figure out what’s going on on property, what should people be looking at to make that story come alive?

Renee Murietta – 00:16:54: I think it is a bit different by each channel. And absolutely, you should be having your data, your reporting, influence your marketing strategy. And each channel, I think there’s a little bit of a difference story that can be told. That’s generally how I would say I educate clients that I work with or preach is that we want to look at this and what story is being told here. And do you have the right pieces of data pulling in front of you — be it from your agency or in your dashboard — that you’ve set up to tell a story? And I guess this warrants the comment that you really esnure the reporting that you’re looking at is enough to tell a story. And so doesn’t everyone want to know what that means? What pieces do you need? But if you have the right pieces there, there’s takeaways that you can then take and apply to your marketing strategy. So let me give an example of what I’m even talking about. So with email marketing, for example, what does your campaign performance data tell you? Okay, yeah, you can see the engagement. You see the open rate. You see the click rate. You can see the revenue and the room nights. That’s great. But what was booked? Of that 65K that was booked, what was booked? This is where I think the story gets a little deeper when you’re talking about email marketing for a channel. For example, you can see, did they book that offer? You can see the rate code. Did they book that offer that was presented. Did that resonate with this audience? Is that the right package or promotion? Was it the right offer? Right time? Right audience? Exactly. It tells you that. What stay dates did they book? Did they book that need period? The campaign you sent out pushing for August business, did it work? Did people book for August? I think that the story there is really — it’s just more focused on how campaigns can be impacting your audience and then what exactly it inspired them to book. And then what do you do with that knowledge, I think, is one of your questions there. And I think something worth talking about. So, for example, we did the 72-hour promo for a client recently, and we had a unique offer, unique promo code, something different than what we offered on other than our other offers, for example. And we saw something like 73% of the rate codes booked on that campaign were that offer that was served at hand. And we never really see that. I mean, I was, we were like, Whoa, okay, take a look at this. So, it showed that, that was an appealing offer. It was something that stood out compared to what else we had in terms of other offers live at that time. So, we took that. We created another offer that was evergreen, a little less rich than that. But now it’s their top selling transient rate that they have live because we were able to kind of see, Oh, look at this reaction because we saw what they booked. Now, with web reporting, this tells so many stories. Of course, again, if you’re looking at the right metrics, and something I would say is what we do right away or that we would work with a client on is to customize the reports to include other KPIs beyond just visits and bookings, revenue and ADR, you need to get the full story and to do that and make sense of that performance and make sense of that revenue and those bookings. You need to include things like your visit to look, the percentage of visitors who make it into your BE, for example, or your overall conversion, your visit to book. And that helps you with something like, Okay, visits are up. Visit to look is up. Bookings, room nights are down. ADR is flat. And revenue is therefore down. Okay. Because bookings and room nights are down, ADR is flat. Of course, revenue is down. But where are we losing them? And if you see that kind of information altogether, you can easily say, Oh, we’re losing them in the BE. We have more people coming to our site. We have more people getting into the BE. ADR change isn’t the issue. So why aren’t they converting? And that can BE parity. Maybe they’re rate shopping on TripAdvisor, whatever, alongside your site. But is it our images, our merchandising in the BE? Is it too many offers that are confusing once they get there? All of those are takeaways you can look into. And one more, like, very important one, sorry, for web reporting is if you look at referral paths. You can understand which pages on your site are converting the best as that last touch before the BE. So then this tells you which of these pages should be prioritized, which should be added to your site link extensions on Google and Bing. Because these are pages that people are more likely to convert off of. And then with paid media reporting as well, I mean, I’m rambling now at this point. But this tells a different story that doesn’t tell you exactly what they end up booking, different from email marketing. But it does tell you how your target audiences are engaging with a specific ad set. And also what that demand is for your property — for your destination. It gives you a really good idea about who these ads are resonating with, for example. And you can see, like, maybe your impressions are high, your share of voice is high, the CTR is strong, but people aren’t booking. So that means there is demand. People are responding to the ads that you are putting out. They’re clicking through. And then again, you can kind of diagnose what is it that they’re not booking. Again, is it parity? Is it availability? Is it seasonality? And it may lead you and does lead clients all the time to think, Well, should we spend more? You know? Do we need to spend more? But if you have all that data, you can say, Look, we’re maxing out our impressions on brand. We’ve done everything. We’re in a good place with our own brand impressions. Spending more isn’t going to make that difference. And that’s a great example of an actionable takeaway, something that you can feel informed about based on what data you’re looking at.

Karen Stephens – 00:22:02: Absolutely. So just so our listeners, in case they didn’t catch it, BE means booking engine, right? So I’m sure most of our listeners are marketing professionals, and they understand that. But we want to talk about booking engine. And I think that is fascinating. I mean, if anybody is like, Oh, my gosh, this is 10 levels above where I’ve been operating today. I’ll just say — give a plug. Call Renee. She can help. But Revinate, we also have a tool in our toolbox called Shopping Cart Abandonment — which does help with…Do you recommend for, if you’re seeing a big abandon rate, because we see overall like 85% of people fall out of the website. So you mentioned images, you mentioned offer. When you start to see those indicators that people are coming, they’re shopping us, but then they’re exiting. And you mentioned some people will up the spend, but sometimes that’s not going to fix the problem. Where do you start to look to uncover what the core reason for that might be?

Renee Murietta – 00:22:58: Yeah, so a shopping cart abandonment tool is very important to have. And people just aren’t ready to book right away once they’ve found you, whether it was from an ad or from an organic search. And that’s a nice reminder for them in the way you can kind of personalize those with their name if you were given it. Usually, you are at that point if they put in their email in the booking engine. I think it’s usually a pretty deep dive to understand where you’re losing them. Sometimes it’s more obvious. Again, I think one is going to be, Okay, well, we know they were interested. They got to this certain point, and they didn’t end up booking on your direct website. I’ve said this twice now, but you don’t want to make sure you’re in parity. Are you losing them to like the OTAs that maybe they already are logged in with? Their data in. That’s one thing. But once it came down to literally just the images in the booking engine. They have the same image for every room type when you go through there. And it’s just — one’s an ocean view, one’s not an ocean view, but they all have the same images. So maybe you get to that point, and you’re like, I don’t really trust this now. This isn’t showing me what I need to know. Or perhaps it’s to do with rate resistance. It’s hard to identify in general right now to state what you get into, where do you find that you’re losing them. But it’s also about if you’re attracting the right customers, and that open up its own investigation, really, that then might help you fine tune what your strategy is there.

Karen Stephens – 00:24:20: Right. And I think that that goes back to understanding your own guest data. So of the guests that have already booked with your property, what does their profile look like in terms of when they stay, what they buy? And then can you talk a little bit about how you might use that to go get other guests that look like them? I know you’re great at that as well.

Renee Murietta – 00:24:37: Well, yes. So you can certainly do that in a variety of ways. You can do that with lookalike audiences. You can take a subset of your database that is a high-spending, or a returning guest, perhaps. There’s somebody that is valuable, maybe high lifetime value, and you want to find more of these people. So now limited to really doing that on social, you used to be able to do that with display and whatnot, but that isn’t — it’s still a powerful tool. And you can see the conversions come from that when you start to send a campaign that’s talking to a certain audience to a lookalike of audience of the same. How do you find more of these people? So it comes down to what you’re putting into your ads and your communications as well. You want to attract the right audience if you know a bit about them, it’s easier to do that. And one thing we do often is that cross property data. If you have access to it, if there’s a collection of hotels and you have the access to your sister property data, you can segment by maybe the right geo segmentation for the right season, for example. And you can do that in your own database too. If you’re just not forgetting about some segments you might have, and maybe they’re not segments yet, but there are subsets of your database. So if you had people that were, frequent loyal visitors, maybe they’ve come more than two times, but they haven’t visited in, let’s say a year or two, then you should be reaching out to those formerly loyal customers and recognize that and try to get them back. And that’s not new people, but if they’re stagnant, they’re not coming back, then maybe that is obviously valuable to your property. So you can do that in a variety of ways with your own database. If you tap back into that different segmentation that you have available or use the knowledge that you have, you can do that. What you know about them, which we’ve talked about.

Karen Stephens—00:26:19: Great. Okay. So I have one last question for you. Where do you see your hotel clients having their moment or spark of innovation, and how has increased access to technology played a part in that?

Renee Murietta – 00:26:32: Oh, I love that question. And I’m going to plug another platform that I’m a big fan of. It’s with experiences and creating these activations and programming on property, and how they’re doing it. There’s a few tools out there, but I always recommend and have used for years, Way. And it is such a moment. You’re right about that. Guests are kind of expecting these enriching travel experiences that include excursions into the local communities or hands-on experiences on property that I will tell you, one of the resorts I work with, they knew and had worked with them tangentially for years. They couldn’t really get programming over the finish line because it was just too hard to put together. You couldn’t get F&B on board — those struggles. And now they have a flourishing event calendar that we are able to provide guests when they check in for complimentary bootcamp, and yoga, and live music, and glow-in-the-dark kayak tours with a local vendor, all of these things because the team really got behind this way platform. They’re like, Oh, let’s put our in-room massages on here. Let’s put our amenities on here. And now we have this tool that’s showing us the revenue. And I think it just got people energized for something that they already knew was a guest expectation. And it’s not just my clients. Gosh, you see big brands like Auberge and others really embracing this as well, where you have Native American tea making classes and really interesting things that you can do when you’re in these locations, accessible and on your website. And it kind of ups your brand by associating you with these really interesting experiences for sure. We sometimes take a look and see when someone’s booked something like a private fishing charter. You can see the data of that guest. Did they book this before they booked their stay? That’d be a great, that’d be a great outcome. Because then they see that and they say, Oh, you know what? I want to do that. And I’d like to stay there. It’s usually the other way around, but I think it’s going to turn eventually, or maybe it already is in some cases. That’s, I think, what everybody’s sort of looking for in travel experiences these days. And we have a way to answer that now.

Karen Stephens – 00:28:34: That’s fantastic. People aren’t just looking for the room. They’re looking for the experience and the local flavor and all of that. So I think that’s a great place to leave it. If you’re a hotelier out there, how do you leverage your local content and your local experiences to drive more? Is that a fair statement?

Renee Murietta – 00:28:50: Absolutely. Yeah. Thank you. Good recap.

Karen Stephens – 00:28:52: Awesome. Thanks, Renee. My guest has been Renee Murietta. She is the founder of Show.Tell. Thanks for the conversation, Renee.

Renee Murietta – 00:28:58: Thank you. Bye, Karen. Bye, everyone.

Outro – 00:29:05: Thank you for joining us on this episode of Hotel Moment by Revinate. Our community of hoteliers is growing every week, and each guest we speak to is tackling industry challenges with the innovation and flexibility that our industry demands. If you enjoyed today’s episode, don’t forget to subscribe, rate, and leave a review. And if you’re listening on YouTube, please like the video and subscribe for more content. For more information, head to revinate.com/hotelmomentpodcast. Until next time, keep innovating.

About Revinate

Revinate empowers hoteliers to directly connect with their guests.

Our Guest Data Platform and communication solutions unlock revenue for hoteliers and put them in control of the full guest experience — initial research, booking, check-in, throughout the stay, and even after check out — all via the communication channels that guests prefer, whether it's voice, text, email, or web.

More than 12,000 hotels globally bank on Revinate to drive direct revenue and deliver delightful guest experiences.

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