Guest Behavior Analytics Platform
Driving personalized marketing and revenue growth through unified guest data
The Challenge
A boutique hotel chain with 6 properties in coastal Florida had valuable guest data scattered across three disconnected systems: reservation platform (Cloudbeds), point-of-sale for restaurants/bars, and CRM for marketing. They couldn't get a complete picture of guest behavior—what amenities guests used, dining preferences, spending patterns, or visit frequency. Marketing campaigns were generic blasts to all guests, resulting in low engagement and missed revenue opportunities for upsells like spa services, premium rooms, and dining packages.
Our Solution
Unified Guest Profiles
Integrated reservation, POS, and CRM data to create 360-degree guest profiles with complete behavior history
Behavioral Analytics
Built dashboards showing spending patterns, amenity preferences, booking lead times, and guest segments
Personalized Campaigns
Enabled targeted marketing based on guest segments: spa lovers, foodies, beach families, business travelers
Upsell Automation
Created automated pre-arrival emails suggesting relevant add-ons based on past guest behavior
Results
- Revenue per available room (RevPAR) increased 28% year-over-year
- Email marketing open rates improved from 12% to 38% with personalized content
- Upsell conversion rate increased to 41% (previously 14%) for pre-arrival offers
- Repeat guest rate improved by 19 percentage points through better guest understanding
- Spa bookings increased 67% through targeted marketing to guests with spa history
Technologies Used
"Understanding our guests' preferences has unlocked massive revenue potential. We're now offering exactly what each guest wants, when they want it."
— Revenue Manager, Coastal Hotel Group
Want to understand your guests better?
Let's build a guest analytics platform for your hospitality business.
Start Your Project