Cookies on HFTP Bytes

This site uses cookies to store information on your computer. Some are essential to make our site work; others help us give you the best possible user experience.
By using the site, you consent to the placement of these cookies. However, you can change your cookie settings at any time. Read our Privacy Notice to learn more.

I understand

Top Hotel Marketing Subject Lines of September 2018 - EMEA

Revinate Blog - Key Trends in Hospitality·29 August 2018
We know how tricky writing subject lines can be. We “professors” at Revinate University have been hard at work uncovering subject line insights to help inspire your next campaigns.

The GDPR - The New Normal?

Revinate Blog - Key Trends in Hospitality·20 August 2018
Europe’s General Data Protection Regulation (GDPR) is live, and the sky hasn’t fallen. So what happens next for hoteliers? We have some of the answers here.

Key Findings from Revinate's Data Scientist: The Recipe for Email Marketing Success

Revinate Blog - Key Trends in Hospitality·15 August 2018
Email marketing is a tough formula to crack. You don’t want to send too many emails, but you can’t get by with too little. So, I analyzed user engagement in the Revinate Marketing application (app) from the past year to see what our top-performing customers are doing. I discovered some key findings you might consider to improve your own email marketing strategy.

AI and Machine Learning in Hospitality: Part III

Revinate Blog - Key Trends in Hospitality· 9 August 2018
As exciting as AI and ML may seem, we shouldn’t get overly excited about them just yet. The many benefits come with a couple things you should watch out for.

5 Common Mistakes in Email Deliverability

Revinate Blog - Key Trends in Hospitality· 7 August 2018
It’s easy for anyone to make mistakes with email marketing, especially with deliverability. One false step can make or break your email campaign, negatively impacting guest engagement and revenue potential. Now that we have a high-level foundation of basic deliverability terms from the last post, let’s talk about how to avoid some common mistakes in deliverability.

3 Ways to Find Your Best Guests Across Your Hotel Group

Revinate Blog - Key Trends in Hospitality· 2 August 2018
Communicating with guests from the group level is no easy task. Often, brand-level hotel marketers don’t have visibility into which guests have stayed where, how often they’ve stayed, and how much they’ve spent across the portfolio. However, if hoteliers want to boost repeat business, it’s important that guests are marketed to in a way that rewards them for their brand loyalty and makes them feel valued.

There's no cheating hard work

Revinate Blog - Key Trends in Hospitality· 1 August 2018
Cheaters never win, or so the saying goes. As a hotelier, while it might be tempting to manipulate reviews, a recent federal court ruling against Meriton Property Services in Australia proves that there are no shortcuts when it comes to a hotel’s online reputation. The company was fined $3 million for using a sneaky trick that prevented customers from leaving potentially negative reviews on TripAdvisor.

AI and Machine Learning in Hospitality: Part II

Revinate Blog - Key Trends in Hospitality·31 July 2018
As covered in Part I of this series, Artificial Intelligence (AI) and Machine Learning (ML) are becoming more and more prevalent across all industries. In Part II, we’ll dive deeper into hospitality-specific use cases for these technologies, helping you as a hotelier understand guest needs and preferences like never before.

Sawridge Inns finds Revinate Marketing so easy, anyone can use it

Revinate Blog - Key Trends in Hospitality·26 July 2018
Welcome to Insiders Studio, where real hoteliers share their success stories on how they were able to drive revenue and strengthen guest relationships with Revinate.

Top Hotel Marketing Subject Lines of August 2018 - EMEA

Revinate Blog - Key Trends in Hospitality·24 July 2018
We know how tricky writing subject lines can be. We “professors” at Revinate University have been hard at work to uncover subject line insights to help inspire your next campaigns.

Top Hotel Marketing Subject Lines of August 2018 - North America

Revinate Blog - Key Trends in Hospitality·24 July 2018
We know how tricky writing subject lines can be. We “professors” at Revinate University have been hard at work to uncover subject line insights to help inspire your next campaigns.

AI and Machine Learning in Hospitality: Part I

Revinate Blog - Key Trends in Hospitality·19 July 2018
Artificial Intelligence (AI) and Machine Learning are buzzwords getting a lot of mileage these days in publications across dozens of industries. Do they live up to the hype or are they just another fad? Well, let’s see how they have made an impact so far.

Glossary of Deliverability Terms

Revinate Blog - Key Trends in Hospitality·17 July 2018
Email deliverability can be an intimidating topic, and many who are new to email marketing find it difficult to understand. So what is email deliverability exactly? Put simply, it’s the exchange between two mail systems and understanding the details behind when a message is accepted or failed.

Hoist Group Ireland & Revinate Announce Partnership

Revinate, Inc. ·20 June 2018
Hoist Group Ireland, (HotSoft) the division of the Hoist Group servicing the Irish hospitality industry has today announced a strategic partnership with Revinate, the software as a service (SaaS) company that helps hotels transform guest data into revenue.Following the integration between Hoist Group's multi-awarded HotSoft Hotel Management Software and Revinate's marketing and guest feedback solutions, this partnership will bring lower costs, faster onboarding, and improved data quality to hoteliers using HotSoft."Our partnership with Revinate will allow our users to put their PMS data to work through a seamless integration and a robust yet easy-to-use interface. We were particularly impressed with the segmentation capabilities of Revinate's world-class email marketing solution, and I am confident they will help our customers launch highly-effective, revenue-generating campaigns," said Anselm Molloy, Managing Director at Hoist Group Ireland."With this partnership, we are thrilled to provide even better service to the Irish hospitality market," said Dan Hang, Chief Product Officer at Revinate. "This partnership is a natural fit as we are fully aligned with Hoist's vision. We both build innovative and easy-to-use solutions, designed specifically to make hoteliers more efficient and successful."Revinate provides its solutions to a broad range of Irish properties, including Osprey Hotel, Killashee Hotel & Spa, and Sandymount Hotel. About Hoist Group:Hoist Group is the complete hospitality partner for hotels. With more than 20 years of proven hospitality experience, Hoist Group is the market leader in innovative High-Speed Internet Access, Conference services, TV & Content solutions, PMS and back-office software as well as other guest-facing amenities. Hoist Group Ireland provide software solutions, support and IT integration to over 500 hospitality clients throughout Ireland & internationally, including many of Ireland's best known independent hotels and resorts. Offering personalised day to day operational support, Hoist Group Ireland is based in Kilkenny, headquartered in Sweden and have offices in a total of 18 countries in the EMEA region. Hoist Group has annual sales of around 150 MEUR and employs about 650 people.To learn more, please visit

Revinate Selects Amazon Web Services as its Cloud Provider

Revinate, Inc. ·29 May 2018
San Francisco, Calif. -- Revinate, a Software-as-a-Service (SaaS) company that allows hoteliers to transform guest data into revenue, today announced that it has selected Amazon Web Services (AWS) as its sole cloud provider. Through this collaboration, Revinate will migrate all data and infrastructure to the cloud. Leveraging AWS's industry-leading services, including Amazon Elastic Compute Cloud (Amazon EC2), Amazon Simple Storage Service (Amazon S3), Amazon Relational Database (Amazon RDS), and Amazon Elasticsearch Service, Revinate will scale to serve more and more hotels, all in a highly secure way.For nine years running, Revinate has been at the forefront of hospitality technology innovation. Revinate's products, Revinate Marketing and Revinate Guest Feedback, will leverage AWS to drive optimal performance for hoteliers and increase scalability for Revinate's global operations."Working with AWS, and making AWS our cloud provider, aligns extremely well with our overall product and technology vision," said Dan Hang, Chief Product Officer at Revinate. "We wanted to select a provider who could enable Revinate to grow into the future. AWS provides us with highly scalable, secure infrastructure and tools, allowing us to focus on continuing our development of powerful yet easy-to-use software for hoteliers. In short, our collaboration with AWS will allow us to innovate at an even faster pace on the products and features that matter most to our customers."

GrandLife Hotels Selects Revinate as Marketing and Guest Feedback Partner

Revinate, Inc. ·16 May 2018
San Francisco, Calif. -- Revinate, the hospitality industry's leading marketing automation and guest feedback solution, today announced a strategic partnership with GrandLife Hotels. GrandLife selected Revinate to manage marketing communications, online reputation and post-stay surveys for Soho Grand and The Roxy Hotel, both located in Downtown Manhattan.With the adoption of Revinate's suite of hotel technology solutions, Revinate Marketing and Guest Feedback, GrandLife is focused on personalizing the guest experience to increase direct bookings as well as guest loyalty and satisfaction."Our hotels strive to offer the highest level of personalized guest services," says Tony Fant, President and COO of GrandLife Hotels. "We chose Revinate because we wanted to manage reviews, post-stay surveys, email marketing, and our expansive database all in one platform, which integrates well with our property management system.""We are thrilled to partner with GrandLife Hotels - a vibrant and chic brand who shares our passion for design, innovation and personalized customer interactions," says Marc Heyneker, CEO and co-founder of Revinate. "We look forward to seeing all the success achieved by their properties as they fully adopt and implement our innovative and cutting-edge technology built specifically for small to mid-sized groups."About RevinateRevinate enables hoteliers to transform their guest data into revenue. With Revinate Marketing and Revinate Guest Feedback, hoteliers are empowered to make smarter decisions, resulting in increased direct revenue and guest engagement. The company is backed by leading Silicon Valley investors, including Benchmark Capital, Tenaya Capital, and Sozo Ventures. Headquartered in San Francisco with regional offices in Amsterdam and Singapore, Revinate is proud to partner with many of the world's leading hotels.To learn more, please visit GrandLife HotelsA pioneer in the industry, GrandLife Hotels was the first company to establish luxury boutique hotels in the swank downtown New York neighborhoods of SoHo and TriBeCa. GrandLife Hotels is the managing company that operates the iconic Soho Grand and The Roxy Hotel. GrandLife is renowned for offering the highest level of personalized service and has continually set industry standards for premier amenities and guest services, encompassing entertainment, cinema, art, fashion, fine dining, nightlife, live music, design, and an in-depth understanding of downtown New York's culture.GrandLife Hotels has also re-invented the conventional hotel bar concept and New York City's notion of nightlife by offering a stylish, yet approachable experience in both the Roxy Bar and Grand Bar - two of Manhattan's key destinations, day or night.GrandLife Hotels is owned by Leonard and Emanuel Stern of Hartz Mountain Industries.To learn more, please visit

2017 Review Volume Increases by 27% YOY

Revinate, Inc. ·12 March 2018
Global review growth continues to accelerate, up from 22% YOY increase in 2016.The top four sites generated 74% of all reviews, with Facebook entering the top four for the first time and Google doubling its review volume versus 2016.Asian Pacific and Latin American hotels registered the highest average scores.Revinate, the software as a service (SaaS) company that enables hoteliers to transform guest data into revenue, today announced the release of its 2018 Global Hotel Reputation Benchmark Report. Now in its third year, this industry barometer analyzed 132 million online guest reviews from 138,000 properties across 200 countries over the last two years.Among its key findings, Revinate's comprehensive report confirmed a significant increase in global review volume. In 2017, guests wrote 27% more reviews, driving an increase in the average review pace per property from 28 reviews per month in 2016 to 37 in 2017.Hoteliers responded to 29.7% of their reviews, most often to 5-star reviews (32.8%), followed by 2-star (31.2%) then 1-star (28.8% reviews). By region, Asia Pacific and Latin America outperformed the global review response average, while North America and EMEA were slightly behind."With this increase in review volume, we're pleased to see hoteliers mostly keeping pace with their responses," said Marc Heyneker, Revinate co-founder and CEO. "We're also encouraged to see that hoteliers and review sites are getting better at driving guests to write online reviews, an effort that ultimately results in more bookings."As review volume increases, average ratings remain strongReview ratings in 2017 were mostly positive. On average, global travelers rated their hotel stays with a 4.23 score, a slight increase over 2016.In terms of annual increase, Latin American properties experienced the strongest improvement (+1.18%).Google review volume is on the riseWhen examining review distribution, the report found that 74% of all reviews came from the top four review sites:, Google, TripAdvisor, and Facebook. maintained its lead as the top review aggregator, Facebook entered the top four for the first time, while Google experienced a spectacular increase in reviews, doubling its share compared to last year.In summary, the online review space continues to grow and evolve. According to Heyneker, "We recommend that hoteliers use this report to benchmark their own review management practices. This report showcases how important it is to pay close attention to both emerging and established channels to maintain a strong and positive online presence."CLICK HERE to access the full report.

Revinate and protel Announce New Hotel Technology Partnership

Revinate, Inc. · 7 March 2018
Revinate, the software as a service (SaaS) company that helps hotels transform guest data into revenue, and protel hotelsoftware GmbH, the provider of on-site and cloud-based advanced property management systems (PMS), have announced today a technology integration via the enterprise bus solution, protel.I/O, to enable all protel customers to connect into Revinate's Marketing and Guest Feedback solutions.The HTNG-standardized and efficient integration of these platforms will help protel customers get the most out of their PMS data, resulting in increased direct bookings and guest engagement.This exciting integration includes the following benefits:* Real-time data insights : The new API delivers PMS data more efficiently to Revinate users* Additional data fields: More data fields can be selected for improved database segmentation* Fast deployment: protel customers can connect to Revinate with ease* Improved data quality: A robust interface will minimize data transfer failures"protel's commitment to simplicity and ease-of-use really hit home with us. We believe protel customers will fully appreciate the value proposition of our marketing automation and survey solutions as Revinate's products are equally intuitive and user-friendly," said Dan Hang, Chief Product Officer at Revinate. "We are thrilled to bring these solutions to protel customers, as they will now be able to drive direct revenue in a way that has never been available to them before.""Revinate are technology partners that totally understand what the market is asking for - more joined-up functionality from across the vendor-pool. They also see the value for their customers in what the protel Hospitality Platform can do for their hotel businesses. Both Revinate Marketing and Revinate Guest Feedback are world-class products. I am confident that this partnership will empower all of us to further drive innovation in hotel solutions," said Jeremy Armes, VP of Marketing at protel.

Revinate's Exclusive Interview With Industry Insider, Del Ross

Revinate, Inc. ·25 January 2018
Dan and Del break it all down below. Del starts by sharing a surprising development in hospitality. Then he offers tactical advice to hoteliers on grappling with the "powerhouse players," employee turnover, and the complex world of hospitality technology.DH: You have been in this industry for a while, so you're probably rarely surprised. What's been the most surprising development over, say, the past 2-3 years?DR: Five years ago, it seemed clear that the future for independent hotels was grim. The thinking was that only the giant hotel chains could hope for bargaining power with the OTAs. And with the shift to mobile bookings, an independent booking site was even harder to find on a mobile device and often poorly designed for conversion.Today though, we see strength among independents and small to mid-sized hotel groups. Airbnb has helped to create an appetite for unique, boutique designs and guest experiences that have carried over into the hotel business. Booking engines are improved, making it easier for guests to find what they need, select an appropriate room & rate, and complete a booking via any internet device.Recently, many independent hotels and groups have established an additional advantage. Leveraging smart CRM technologies and deep traveler insights, hotel operators are able to retain guest relationships and encourage low-cost, high-rate direct channel bookings. Timely, targeted communications and promotions that anticipate travel needs and leverage guest preferences are highly effective. Hotels with a robust guest marketing program can avoid paying high intermediary costs for repeat guest bookings, while at the same time encouraging more frequent visits.The combination of these developments has made it possible for independents and smaller groups to not only survive but thrive. I expect to see the resurgence of independence continue for the next several years even as the giants continue to combine and expand.DH: In this industry, it seems that the strong only get stronger. Airbnb, Google, and the OTAs have continued to grow in 2017. How should hoteliers feel about this phenomenon, and maybe more importantly, what should they do?DR: Hotel owners and operators need to recognize that none of these powerful distributors or lodging providers have created more travelers, trips, or lodging demand. Each of these disruptors has found a way to address a need or a source of frustration - booking "friction" - which is appealing to the same travelers who would have booked direct 15 years ago. It is not too late for hotels to leverage the same factors leading to the success of these powerhouse players:Airbnb has exploited the appeal of individualized lodging options, flexible locations, and more home-like amenities. Hotels can do a better job highlighting the unique features of their property and rooms to returning and prospective guests. Cloud-based technologies have made it possible for nearly any building to offer some lodging units. It may be worthwhile to explore creating a "virtual hotel" model, also eliminating the need for costly, "non-rev" spaces of a traditional hotel such as a lobby and back-of-house officesGoogle has always been about making information easier to find, review, and process. Hotels cannot offer search engines, but they can take steps to ensure that Google is working for them instead of around them. Investing in professional descriptions (including translations), photography, images, and other Google-friendly content can boost placement and appeal. Traveler reviews can also be a source of advantage, particularly if they are published on Google directly. For example, one of Revinate's 'hidden gems' is its Surveys product, which is directly integrated with Google. Since Google is now the market leader in product reviews, anything that provides an advantage in search listings should be explored. Smart hotels don't fight Google...Expedia, Priceline, Ctrip, and other OTAs are massive, powerful, and have some of the best hotel shopping and booking experiences. They are also struggling to compete with Google, developing risky new ventures, integrating company acquisitions, and worrying about their future. Hotels should take advantage while they can. Despite having massive technology resources and deep experience in digital commerce, OTAs have a secondary relationship with travelers. Hotels and other suppliers actually deliver the traveler experience and are in a better position to own the customer relationship than the anonymous intermediary used for the original booking. If a hotel operator has a plan and program in place to capitalize on the intimate connection created when a person sleeps in your product, they can secure preference and influence future travel behavior more effectively than the OTAs.DH: One of the biggest challenges we hear from hotels is high levels of employee turnover. What advice do you have for GMs and owners on how to keep things running despite the fact that they're in a constant state of hiring and onboarding new people?DR: Automation may be the key to mitigating the risk and pain of employee turnover. While housekeeping robots and room service attendants may be science fiction for now, other technologies can execute best practices with minimal reliance on human operators. Throughout the guest journey - from the booking to pre-arrival to check-in and through checkout and beyond - there are opportunities to use technology to automate guest interactions in a way that enhances the experience. For example, a guest who books a package rate that includes a spa treatment or a special restaurant experience is sharing important information about themselves. This information can be used to trigger targeted communications at specific times that will enhance the experience that was purchased, improve the overall satisfaction with the stay, and increase the likelihood of repeat visits.Automated "trigger" campaigns can be built once, using the right CRM technology, and set up to run forever - until stopped by the hotel operator. As you've seen with several customers of Revinate Marketing, these "set and forget" campaigns can be game-changing. If the marketing or salesperson who built the campaign departs, the campaign continues!Technology can also be used to build ongoing marketing communications programs that put the right, relationship-building message in front of the right person at exactly the right time - all without manual intervention. By replacing time-consuming, manual processes with automation, the hotel manager can focus staff on the human touches that make a guest stay memorable and happy.DH: It seems that the hotel tech landscape only continues to expand, not simplify. What advice would you offer hoteliers on how to manage this complexity?DR: There are new travel technology startups every day. Some of these will change the industry just as the OTAs did 15 years ago. Others will disappear within a few months. When evaluating new technologies, hotel owners should ask themselves these questions:What need does this address? Prioritize solutions which contribute to profitable RevPAR growth. The next priority item is operating cost savings, particularly labor savings. Guest satisfaction is the third priority, but the emphasis should be placed on enhancements to the guest experience which influence future hotel choice. Some hotels may also want to consider solutions which create ancillary revenue opportunities, like upsells and upgradesHow much time is required? If the solution requires significant, hands-on operations, it is unlikely to be successful, even if it has great potential. Prioritize solutions that can be automated or save time in other areas that can be re-allocated to new activities -- it is hard enough to manage training for the basics of hotel operations. As a rule of thumb, assume that for every person who must be trained, the chances of successful implementation is reduced by 20%.How stable is the provider? Look for companies with a history of successful, consistent operations. Avoid companies with less than two years of operating history -- this is the critical period for startups during which most failures happen. Along with stability, pay attention to whether the company leadership and customer success team have any experience in the hospitality industry. While it is not critical for a technology provider to have worked behind a front desk in his/her career, it is important that they understand the hotel business and its unique success drivers and challenges.DH: You've been a great advisor to Revinate over the past year, but you have also worked with dozens of other companies in this space. What, in your mind, is most different about Revinate?DR: I've been in the hotel industry for 17 years, and after all this time my favorite part of the industry is working with hotel owners, managers, and their teams. No other industry is built around "people who like people" -- and it is a pleasure to support professionals who are driven by the happiness of their customers. The hotel technology provider landscape is filled with smart, innovative companies, but most of these don't really appreciate what makes this industry special.Revinate 'gets' the hotel business. The company's passion for its customers is unique in the industry. Revinate seeks to help hotels, not just sell to them. Hotels need an ally in this complex world, and Revinate is well-positioned to become that trusted partner in revenue growth and guest satisfaction.

Hotel Loyalty Is Dead...Or Is It?

Revinate, Inc. · 9 January 2018
Back in 2016, I first took a closer look at loyalty, ultimately asserting that hotel loyalty is dead. Well... not dead, but rapidly evolving, with points and redemption models failing to impress the modern traveler. After nearly two years of healthy debate with numerous hoteliers on this topic, and some alarming new research from McKinsey, it's time to revisit this complex and sometimes controversial topic.Holiday travel provides ample time for podcasting, and McKinsey's recent episode on the consumer decision journey (CDJ) caught my eyes and ears. McKinsey has been researching and tracking the fascinating evolution of the CDJ for almost 10 years. Their latest installment has some mixed findings for marketers:Let's start with the good news. The good news, or opportunity, is that there is a fundamental shift happening in marketing, more centered on the consumer than ever before. This means that smart brands can capitalize and gain competitive advantageThe bad news? Across 125,000 consumers and 30 categories, only three of those categories were "loyalty driven." This means that the majority of consumers aren't repurchasing the same brand without shopping around, sobering news for any marketerSo what does this all mean for hotels?Get consideredFirst of all, your brand is highly vulnerable. You're up against competitors, OTAs, and increasingly Google and Airbnb. Consumers basically have endless options when booking a trip. Second, travelers can be fickle as they move through their research, adding and subtracting brands as they go.Therefore, it's critical for hotels to focus on initial consideration, meaning you're top of mind when travelers have an upcoming trip or purchase occasion. And even if you're in the initial consideration as a brand, you have to stay there. Let's dive further into these concepts.Unlock your guest dataAll too often, I hear hoteliers fall into the trap of paying for initial consideration, pouring money into paid search and loyalty programs. For example, I spoke with a hotel marketer last week who said her usual PPC budget is $20K/month and the ROI is only 3 to 1. Ouch!Same goes for costly loyalty programs. In the McKinsey research cited above, they also found that while loyalty membership is increasing, engagement is decreasing. According to McKinsey Partner Bo Finneman, "[Loyalty programs] are not necessarily something that we've seen be quite successful driving initial consideration and, ultimately, growth." This means that many companies, including some hotel brands, are falling into what I'll call 'the loyalty trap,' launching or maintaining costly loyalty programs because they think the industry demands it. I'm oversimplifying of course, but I can't tell you how many meetings I've had with mid-size brands launching or considering new loyalty programs to model themselves after Kimpton Karma Rewards and others.Before you think I'm anti-loyalty program, let's take a step back. Why do consumers and travelers join a loyalty program in the first place? Primarily for unique benefits. For example, Kimpton benefits include free wine hour, pets stay free, bikes available to borrow, and complimentary WiFi. And that's great, guests love and look forward to these perks. However, offering these 'surprise and delight' experiences can be done with or without a program; if anything, the surprise factor will be greater without a program. The challenge is, to pull off the latter, you'll need a strong understanding of your guest data.Unlocking your guest data isn't rocket science, but it's still science. Not sure where to start? Step 1 is asking the question, what's in your property management system? Who are your repeat guests? Top feeder markets? Average length of stay versus your market? Once you have a handle on your data, step 2 is then focusing on segmenting and targeting your most loyal and active guests with personally relevant offers. As cited by Skift in January 2018, Chinmai Sharma, Chief Revenue Officer of Taj Hotels Resorts Palaces and Safaris, asserts, "Customization is the next big innovation in luxury travel. Companies that differentiate themselves will treat each customer as his or her own segment." This approach is more likely to foster loyalty and a personal, direct connection with guests.What if I already have a loyalty program?While loyalty programs tend to be the domain of the largest brands, programs can make sense for some medium-sized brands. If you have a loyalty program in place, one piece of advice is to ignore vanity metrics, like number of members, and focus on engagement, like lifetime revenue and cross-property stays. Attribution challenges can actually mask an unprofitable loyalty program. Instead, loyalty (program or not) should be focused on your most profitable customers. For example, Southwest offers rewards based on the amount of money the flier spends, versus just miles flown. In other words, membership alone isn't sufficient.Ultimately, loyalty is not the same as a loyalty program. At the end of the day, hotel loyalty is all about identifying and incentivizing your best customers to come back, and to come back through a direct booking. Of course, it's not that easy. But by personalizing marketing to your best customers, you can start to win guest loyalty over your compset and high cost 3rd party channels.

Who will run hotels in 25 years: humans or robots?

Revinate, Inc. ·30 November 2017
This is one of the thought-provoking questions that will be addressed in an upcoming free webinar by Revinate, IDeaS, SiteMinder: "A.I. meets Human Hospitality", scheduled for December 5 at 4:00pm GMT.The session will explore the key findings of an industry panel held during this year's World Travel Market show in London, in which we looked ahead 25 years and explored how the guest experience will change due to the technological advances that we are currently seeing.The webinar will also tackle questions such as "how does the future of human hospitality look like?", "what are the possibilities of robotization in hotels?", "what should we expect from hotel technology in the far future?" and "will human hospitality be enough to stop robots from taking over?".To offer insights on this hot topics, the webinar will feature Monica Or, founder of Star Quality Hospitality Consultancy. With over 25 years of hospitality experience, Monica is a Fellow of the Institute of Hospitality and has been hair for the Institute of Hospitality London, serving on their committee for five years.As an accomplished speaker and author, she has spoken at international hotel conferences including The Independent Hotel Show in London and COTELCO in Columbia.She has also been featured in The Caterer, Boutique Hotelier and Hospitality Magazine and writes monthly articles for Hotel Industry Magazine as their industry expert.Monica is an Amazon best-selling author for her two books 'Star Quality Hospitality - The Key to a Successful Hospitality Business' and 'Star Quality Experience - The Hotelier's Guide to Creating Memorable Guest Journeys'.Register for this free webinar here.

Burgenstock Hotels & Resort enters into a Partnership with Revinate

Revinate, Inc. ·16 October 2017
Revinate, the software as a service (SaaS) company that helps hotels reinvent the guest experience, announces today a strategic partnership with Burgenstock Hotels & Resort. Following this agreement, Revinate will provide all four properties at the Swiss resort -the Burgenstock Hotel & Alpine Spa, the Waldhotel Health & Medical Excellence, the Palace Hotel & Conferences and Taverne 1879- with its online marketing, reputation and survey platform.The Burgenstock Resort is one of the most groundbreaking global hospitality projects of the moment, based on a $566-million investment and led by Robert P. Herr as General Manager -a seasoned hospitality professional spanning more than 23 years of experience in senior roles at InterContinental Hotels & Resorts- and Bruno H. Schopfer as its Managing Director.The Burgenstock Hotel & Alpine Spa lies at the core of this 4-hotel, 12-restaurant, 10,000 m2-spa resort, and aims to be one of the most elegant hotels in Switzerland. Its 102 rooms and suites combine modern architecture, contemporary design features and staggering views of Lake Lucerne. A member of the Leading Hotels of the World network, it is also an environmentally friendly property with close to CO2-neutral heating and cooling system based on lake water.As for the other three properties of the resort, The Palace Hotel dates back from 1903 and has been thoroughly renovated, combining tradition with an innovative architectural vision; the Waldhotel, designed by star architect Matteo Thun, spans 160 rooms; and Taverne 1879 offers a cozy, alpine-styled concept for visitors and hikers.According to Patrick Oldenburg, Sales Director at Revinate, "In our quest to be the leading developer and provider of technology to improve the guest experience at hotels all over the world, it is particularly inspiring to partner up with properties that are pushing the boundaries of hospitality. The Burgenstock Resort has the potential to become a new benchmark in the luxury segment, and we strongly believe that the seamless integration of our online marketing, reputation and survey platform will play a key role in achieving that vision".For Robert P. Herr, General Manager at Burgenstock Hotels & Resort, "With the new Burgenstock Resort Lake Lucerne a multi-faceted year-round destination and with three of our hotels in the luxury category, we understand how vital it is to reach our key audiences through precise and effective techniques. Through the partnership with Revinate, we will have the benefit of their state-of-the-art systems to support our marketing efforts which will be key to our successful first year".Revinate already provides its solutions to a broad range of Swiss properties, including the likes of Hotel Saratz in Pontresina, Hotel Grand Bellevue in Gstaad and Hotel Einstein in St. Gallen. Hotel Schweizerhof Bern & THE SPA as well as the Hotel Royal Savoy Lausanne, also part of the Burgenstock Selection, will be launched shortly.

As targeted campaigns now represent 58% of email marketing revenues, Revinate and Melt Content share their guide on how to tackle guests' inboxes

Revinate, Inc. ·15 May 2017
Revinate, the software as a service (SaaS) company that helps hotels reinvent the guest experience, and Melt Content, the leading content marketing agency, announce the publication of their joint Guide to Email Marketing: a thought-leading e-book with practical, easy-to-implement steps to help hotels get the most from their email activities.Research shows that 90% of companies carry out email marketing campaigns, and according to the Direct Marketing Association, email marketing sees a $47 ROI for every dollar spent. Email conversion rates are three times higher than those of social media, and consumers interact on a daily basis with more brands through email than via Facebook and Twitter.Helene Hall, Chief Commercial Officer at Melt Content, says, "A well-planned, creative email marketing campaign based on the right set of tools can help hoteliers retain customers and convert new ones, increasing guests' satisfaction and maximizing revenue.""Basing email sends on a broad range of guest data such as social media activity, stay history or past transactions can lead to highly targeted campaigns that generate more revenue," says Thomas Landen, Director of Global Field Marketing at Revinate. "According to the Direct Marketing Association, those amount to 58 percent of all revenue from email marketing," he adds.The three steps for a successful email campaignAccording to the Guide to Email Marketing, marketers should tackle three key areas in order to succeed at their email campaigns.First, they have to set clear goals. Do they want to reactivate lapsed loyalty programme members, boost their social media presence, or upsell activities and experiences to guests who have already booked?Second, they need to turn those goals into a clear strategy based on insights - who, why and when - and key themes and topics. Last but not least, they need data. According to Thomas Landen, "The more data, the better. A guest's email address is just the beginning: by combining it with demographic data, stay history and preferences hoteliers can categorize them and identify target segments, leading up to more effective campaigns not based on guesswork."A roadmap for data-first campaignsThe guide includes a simple email marketing framework that shows how data can shape a campaign right from the early stages. It recommends examining available data as a first step, then planning out a wider content strategy before the work of drafting messages begins. A visual checklist highlights key data points, strategic approaches, content elements and metrics to think about at each stage of the process.Hall says, "Many marketers define their key goals and then immediately start drafting an email. But if you don't take time to understand the data you're working with first, you have far less chance of creating an effective message. That's what appealed to us about working with Revinate. The platform puts data at users' fingertips, and that echoes the way we approach all content at Melt, whether it's email activity or a complete marketing plan."The basic formula for a great emailThe Guide to Email Marketing also addresses the five ingredients of composing a successful email: a relevant, meaningful message; a compelling subject line; an engaging body text; visual content; and a clear call-to-action.These are brought to life through five sample campaign emails drafted by Melt Content's editorial team. Each represents a different data-driven strategy, and comes with tips and annotations to help hotel marketers sharpen their own email design and copywriting.The guide also looks at the optimum length for subject lines, helping users to get their message across within the character limitations of common email clients. And it covers important metrics that help marketers to see what's working and why, including total and unique opens, bounce, click and unsubscribe rates and what devices are most widely used to interact with each campaign.Get the guide* Download the Guide to Email Marketing here* Download the Email Marketing Framework graphic at

Generic blast emails are killing your business

Revinate, Inc. ·By Kenny Lee
Thinking of sending out a mass emailing to everyone in your database? Don't do it! says Revinate's Kenny Lee. You not only risk recipients deleting your message, but worse: they may unsubscribe and even mark your email as spam - both of which reduce your ability to communicate with them in the future.

New study reveals hoteliers envision similar industry technology in 2020 as ten years ago

Revinate, Inc. ·17 February 2017
While hoteliers anticipate highly-sophisticated and 'digital native' hotel guests in 2020, their plans for industry technology remain stuck in the early 2000s. This is the startling research finding from 'The Hotel Industry in 2020' carried out by Peter O'Connor, IDeaS Revenue Solutions, Revinate and SiteMinder. The study compiled survey results from hundreds of leading hoteliers around the world, and the results of a 'visioning' session with experienced hoteliers and consultants held during World Travel Market (WTM) London in November 2016."The combined research explored anticipated hotel guests of 2020, as well as the technology needed to cater to their needs," says Peter O'Connor, professor at ESSEC Business School. "We wanted to hear directly from hoteliers about how the future traveller would look, and the measures needed to prepare for them."According to Dr O'Connor, participants anticipate highly-sophisticated guests that seek unique experiences, have higher expectations and also expect recognition. As 'digital natives', these guests will rely primarily on mobile devices to engage with hotels before, during and after their hotel stay. Key differentiators such as flexibility, value and control are predicted to play a larger role in the guests' buying decisions than human interaction.Fabian Specht, managing director EMEA at IDeaS, says, "The collected data reveals predictions of a more demanding customer, with greater choices and access to information."When asked which technology hotels could not be without in 2020, respondents named those already implemented in many hotels, including revenue management systems, customer relationship management systems, property management systems, channel managers and e-marketing solutions.Thomas Landen, EMEA marketing manager at Revinate, adds, "These results reflect the high degree of conservatism within the hotel industry, particularly when it comes to technology. It is as if the industry is still preoccupied with the same issues as ten years ago."By contrast, expert panelists - largely operational managers and consultants from UK and European hotel properties and technology arenas - nominated middleware, artificial intelligence (AI) and machine learning systems, predictive analysis tools and management dashboards to have more integrated views of the guest, along with messaging solutions and Bluetooth beacons to drive deeper engagement.The panelists suggested a key roadblock to implementing these systems industry-wide was highly-siloed customer data, which prevents a single 360-degree guest view. Other roadblocks included data protection and privacy issues, as many countries limit guest information storage; and industry conservatism with few hotels pushing boundaries and most tending to stick with well-established systems in the marketplace.Dai Williams, managing director EMEA at SiteMinder, says, "It is clear we operate in an industry that continues to look to outdated and often-costly legacy systems for technological support. The resistance among hotels to change and innovation hurts the advancement of our industry, which, in itself, recognises the need to keep up with current and future consumers."To break the cycle, panelists advocate for the rise of a new breed of hotel management, one that includes applying a different set of skills and mindset capable of pushing technology forward - a process already successful within industries such as retail and banking.About RevinateRevinate helps hotels turn guest data into revenue. With Revinate's reputation management, satisfaction surveys, and CRM/marketing automation, hotels can make smarter investment decisions, resulting in increased revenue and guest satisfaction. The company is backed by leading investors Sozo Ventures, Benchmark Capital, Tenaya Capital, and more. Headquartered in San Francisco with offices in New York, Amsterdam and Singapore, Revinate counts over 30,000 of the world's leading hotels as customers.To learn more, please visit SiteMinderAs the leading cloud platform for hotels, SiteMinder allows hotels to attract, reach and convert guests across the globe. We serve hotels of all sizes with award-winning solutions for independents and groups alike, wherever they are in the world.SiteMinder's products include The Channel Manager, the industry's leading online distribution platform; TheBookingButton, a wholly-branded booking engine for direct bookings via the web, mobile or social; Canvas, the intelligent website creator for independent hoteliers; Prophet, the real-time market intelligence solution that takes the guesswork out of pricing rooms; and GDS by SiteMinder, a single-point of entry to a six-figure network of travel agents and the world's major global distribution systems. With more than 23,000 hotel customers and 550 of the industry's top connectivity providers as our partners, today we have presence in more than 160 countries on six continents.For more information, visit IDeaSWith more than one million rooms priced daily on its advanced systems, IDeaS Revenue Solutions leads the industry with the latest revenue management software solutions and advisory services. Powered by SAS(r) and more than 25 years of experience, IDeaS proudly supports more than 7,500 clients in 94 countries and is relentless about providing hoteliers more insightful ways to manage the data behind hotel pricing.IDeaS empowers its clients to build and maintain revenue management cultures - from single entities to world-renowned estates - by focusing on a simple promise: Driving Better Revenue.IDeaS has the knowledge, expertise and maturity to build upon proven revenue management principles with next-generation analytics for more user-friendly, insightful and profitable revenue opportunities--not just for rooms, but across the entire hotel enterprise.For more information, visit

Solving the Hotel Data Management Problem in 3 Steps

Revinate, Inc. ·13 December 2016
For most businesses, the single most valuable category of data is customer data, often collectively managed through a customer relationship management (CRM) system. However, managing a customer database can be challenging, and maintenance becomes increasingly complex as the organization grows.At the center of many of these challenges is the issue of duplicate records. The management of connections between two customer profiles that belong to the same person is often referred to as record linkage, a.k.a. merge/dedupe or entity resolution. Because of the complexities involved, this is -- not surprisingly -- a very popular area of research in computer/data science.For hotels today, accurately merging multiple sources of data (data from multiple property management systems, uploaded file content, etc.) is extremely challenging. For example, a hotelier may upload a new list from an on-property event, and that list may contain a guest profile with a slightly different name from a record that is already in the property management system (PMS), while other data that follows may clearly be the same. In this example, multiple records are created for the same person, and this quickly amplifies across multiple properties in a portfolio. The risk is that hotels may may not recognize returning guests, may unintentionally send duplicate communications to the same person and consequently damage brand reputation, or that aggregated data like spend or stays will not be calculated correctly.Given data challenges like this, many hotels are outgrowing the capabilities of a traditional hotel technology stack, especially hotels fortunate enough to already have a large database of past and incoming guests.Savvy hotel operators don't want to be in the business of data processing or warehousing, and they are even less likely to be pursuing more sophisticated machine learning approaches to data management. And, they shouldn't have to. The good news is that forward-thinking companies are working to resolve guest profile-related data challenges for hotels, and are already receiving and managing guest data for millions of guests in widely varied formats.How It WorksHere's a brief look at how we at Revinate manage the record linkage problem to provide value for our clients.1. Normalize the data.Before we can start to integrate data from the many disparate sources that make up a hotel's technology stack, we have to make the different data formats fit together seamlessly. For example, consider the small sample of customer data that we might receive from a property management system (PMS). Although a reservation is usually for a guest (or two, or three), it may also be for a wedding party, for a corporation or club, or it may be a placeholder reservation with a name like "walk-in" or "guest."Additionally, we run up against common issues like name misspellings, especially when dictated over the phone. A first name like "Jose" will only be a partial match with "Jose." Shortened names must also be accounted for, so that "William" is a match with "Bill", "Margaret" with "Meg", etc. Similarly, if a reservation was made over the phone, it is entirely possible that "Julie N." is the same person as "Julian." Phone numbers and addresses can also be particularly troublesome to normalize, especially when dealing with guest data from many countries. Through a combination of available normalization libraries and our own proprietary code, Revinate has built a system that makes this data more consistent, so that it can be integrated. This is an ongoing process that we are continually working to perfect for our customers.2. Match data across systems.Once the data is all in the same format, profiles can now be matched across systems, ensuring that there are no duplicate guest profiles. This can be a very complicated process. For instance, at a property with 50,000 profiles, there are 2.5 billion possible combinations of profiles to evaluate. At Revinate, we tackle this by greatly reducing the volume of data that needs to be processed through a complex scheme around profile pairs (also known as "blocking"), with focus on data quality first and foremost. For a more in-depth technical explanation, read this article. 3. Merge duplicates.Now that duplicate guest profiles have been identified, it's time to merge the data to create one seamless database. This functionality will be very different for each use case. Generally, it is important to have a systematic way of evaluating how each field is to be treated. When names are combined (e.g. "William F" and "Will Faulkner" becomes "William Faulkner"), how does one choose which first and last name take precedence?For different fields, like emails, phone numbers, and addresses, we want to ensure we retain all distinct values. An address that is 99% similar is almost certainly a duplicate, so in a case like this, we need to evaluate which address is the most complete and save one record. Other fields, like sales or revenue data, may need to be aggregated.Profile Synthesis: The Future of Hospitality TechnologyAt Revinate, the methods outlined above have allowed us to deal with very large volumes of data in a sophisticated, flexible, and scalable way. Hoteliers are already facing an avalanche of guest data, and these approaches help our customers better manage this data and get deeper insights into their guests, freeing them to do what hoteliers do best: provide a stellar guest experience!


Thank you for subscribing. Your email address has been added to our mailing list.
To subscribe to the GDPR Bytes Newsletter please enter your contact details below.
An error occured, please check your input and try again.
I do want to receive the GDPR Bytes email newsletter.
By submitting this form, you have read and agreed to the Privacy Notice of HFTP.
You may unsubscribe to these emails at any time.