2023 benchmark report

Understanding hoteliers’ performance across communication channels

Understanding hoteliers’ performance across communication channels

Travelers decided it was time to get out into the world again in 2022. The World Travel & Tourism Council (WTTC) even predicts that GDP from travel will reach 2019 levels by the end of 2023. And hoteliers have risen to the occasion.

By leveraging various communication channels — email, text messaging, voice, and web — hotels and hotel groups engaged with guests at every stage of their journeys.

Find out how your property stacks up by comparing your results with our benchmark data across 8 objectives that help to drive direct revenue and provide delightful guest experiences. Our results and recommendations are based on an analysis of more than 10,000 hotels in more than 100 countries. The knowledge you gain can help fuel success for years to come.

Want to learn more about this year’s report? Get in touch with us for more information.


calls analyzed


emails analyzed


texts analyzed


guest reviews analyzed

Data methodology

This year’s report contains data collected through our solutions from January 2022 through December 2022. This includes information from more than 5 million calls, more than 655 million emails, more than 19 million text messages, and nearly 30 million guest reviews. The main geographical regions (NAM, LATAM, EMEA, and APAC) include countries where there are customers leveraging Revinate’s solutions.

Countries with too small of a footprint to provide meaningful data were excluded from this analysis. And note that Revinate Ivy is used by a relatively small number of countries at this time. So, most of the text messaging data is centered around NAM.

About the report

You’re about to dig into a comprehensive analysis of hotels’ performance when it comes to email marketing, voice communication, text messaging, and reputation management. But it’s not just numbers. You can also see testimonials (Quote), examples of hotels that are excelling in those arenas (Customer story), and resources to help you improve your own performance (Get results).

And this report was designed with you in mind. This means you can browse the information by solution, whether it’s Revinate Marketing, Reservation Sales, Revinate Ivy, or Revinate Feedback. You can also navigate to the metrics and information most relevant to you by using the filter groups for overarching goals, the 8 key objectives, or a specific region — North America (NAM); Latin America (LATAM); Europe, Middle East, and Africa (EMEA); and Asia-Pacific (APAC). Here’s a quick snapshot of the objectives and how they align with the 2 primary goals:

Drive revenue
Nurture inquiries — nurture inquiries and convert them to bookings.
Leverage upsells — drive incremental revenue from existing guests with upsells.
Build database — build a clean and actionable database.
Convert guests — convert guests who started but didn't finish booking.
Manage reputation — improve and manage online reputation.
Delight guests
Personalize comms — personalize guest communications.
Deepen relationships — deepen relationships with guests.
Automate tasks — automate tasks to provide guests with a seamless experience.

2023 benchmark report