How The Landmark London drove £2m in sales with Revinate Marketing

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Hotel Email Marketing Explained

  • HOTEL TYPE: Independent
  • USED ​​SOLUTIONS: Revinate Marketing
  • GOAL: Increase direct sales through email campaigns
  • STRATEGY: Consistent communication, intelligent segmentation and personalization in campaigns
  • RESULTS: Generated £2m in sales from email campaigns

Meet the customer

Revinate allows us to offer our guests a unified journey, from the initial booking confirmation email, to amenity upsells, to the post-stay survey. This consistent experience is critical to maintaining a strong brand and fostering guest loyalty. Richard Kratochvil, Deputy Revenue Manager

The mark

The symbol of London is a 5-star luxury hotel in central London. It’s known for its beautiful glass-roofed atrium and lush palm trees — well-documented by both travelers and locals on Instagram and travel review sites. Hotel guests experience quintessential London charm in the sumptuous surroundings of this magnificent grande dame hotel. Within the walls of this enchanting hotel, guests will find luxury, sophistication and tranquillity. It is a true oasis away from the hustle and bustle of London.

The challenge

Over the past year, the Landmark London team has undergone a transformation with Emanuela Da Ros joining as Marketing Manager and Richard Kratochvíl moving from Reservations to Revenue. The previous guest marketing team had moved on, so Emanuela and Richard were tasked with leveraging the existing tech stack and developing new strategies to increase sales. Their first task was to increase sales through email marketing.

The solution

Luckily, The Landmark London had done so Reinvigorate marketing as part of their existing tech stack. Both Da Ros and Kratochvíl were able to quickly learn the ropes thanks to the platform’s intuitiveness. Revinate was really easy to learn, says Da Ros. It’s super user friendly.

Revinate Marketing’s strength lies in segmentation and personalization. Both are extremely important for the luxury hotel. Guests expect a quality experience from every interaction with staff, whether in person or via email.

Before Revinate, we were working with a different solution that only provided a single template, so each segment received the same email. Kratochvíl explained. With Revinate, we now have the ability to use a different template for each segment and customize communications and offers. We can speak differently to our corporate bookers than to our transient guests, which is very important to us because it allows us to build better relationships with our guests.

Likewise, the ability to segment and personalize promotional emails has made a huge difference in the team’s ability to increase direct bookings and upsell revenue. Because Revinate Marketing can leverage data from multiple databases, The Landmark London can send targeted upsell communications to spa guests, loyalty members and hotel guests. In fact, Da Ros attributes his success with upsells to how easy it is to create personalized campaigns for different segments in Revinate Marketing.

While Revinate’s revenue-boosting functionality is important, Da Ros and Kratochvíl are quick to point out that the platform’s value goes beyond the dollars made. Revinate allows us to offer our guests a unified journey, from the initial booking confirmation email, to amenity upsells, to the post-stay survey. As Ros says. This consistent experience is critical to maintaining a strong brand and fostering guest loyalty.

Kratochvíl also adds: With Revinate, we have a partner we can trust to develop cutting-edge technology that ensures every communication our guests receive is branded, personalized and optimized for their device. This is of crucial importance to us, because this is what our guests expect from us.

The results

With Revinate Marketing, The Landmark London offers its guests high quality and branded experiences even when they are not on site. The team has an easy way to communicate with guests and a powerful channel to drive sales. After a difficult few years for the industry as a whole, The Landmark London is seeing demand returning. To date they have generated over £2million in direct bookings with Revinate Marketing.

About Revinate

Revinate enables hoteliers to connect directly with their guests.

Our guest data platform and communication solutions unlock revenue for hoteliers and put them in control of the entire guest experience – initial research, booking, check-in, throughout the stay and even after check-out – all through the communication channels guests prefer. be it voice, text, email or web.

More than 12,000 hotels worldwide rely on Revinate to generate direct revenue and provide an enjoyable experience for their guests.

Ask us how we do it. Visit our website to Get a demo.

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