CenterHotels Uses Pre-Arrival Emails to Engage Guests and Lift Revenue

HOTEL TYPE Group
SOLUTIONS USED Reputation, Surveys, Marketing
REGION Europe

Goal Guest engagement prior to check-in
Strategy Revinate Marketing
Results More informed guests and 5.75X ROI
Kolbrún Ýr Sigurðardóttir Digital Marketing Project Manager

"With the reporting we get in Revinate, it’s easy to test and optimize to find out what works. And, it’s a great feeling to know that the Revinate team is ready to help whenever we need it. It’s really a company that cares about its customers.”

CenterHotels is an Icelandic hotel chain founded and run by an Icelandic family. Over the last 20 years, the family has turned a single guesthouse in the city center into a hotel chain with seven hotels, all catering to a different customer segment, located in the Reykjavík city center.

Prior to partnering with Revinate, the only communication a guest received before check-in was a booking confirmation email. The marketing team recognized that they were missing out on a huge opportunity to engage with guests to let them know what they could expect from their stay and also how they could improve the experience through upsell offers.

After a thorough review of CRM providers, CenterHotels selected Revinate to power their email marketing program. They were already using Reputation and Surveys but wanted to do their due diligence to ensure Revinate Marketing had all the functionality they needed. Sigríður Helga Stefánsdóttir, Director of Marketing, says, “We had been so impressed with the level of service we received from the team at Revinate so everyone was really excited when, after our research, we found that Revinate had the best product as well.”

Today, CenterHotels is driving close to 6X ROI in pre-stay emails alone. Kolbrún Ýr Sigurðardóttir, Digital Marketing Project Manager, says, “Seeing the great results we’re having with pre-arrival emails, we can’t wait to begin developing a more comprehensive email strategy, using the guest data that we have across our portfolio, to segment our guests and try different campaign types. With the reporting we get in Revinate, it’s easy to test and optimize to find out what works. And, it’s a great feeling to know that the Revinate team is ready to help whenever we need it. It’s really a company that cares about its customers.” 

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