Why Your Apartment Transformed Guest Communications To Drive Revenue

HOTEL TYPE Group
SOLUTIONS USED Guest Feedback, Guest Marketing
REGION Europe

Goal Personalizing customer communications
Strategy Granular segmentation
Results GBP 48k in campaign revenue in 3 months

Your Apartment is one of Bristol’s leading serviced accommodation providers. With more than 125 fresh and vibrant serviced apartments in many of Bristol’s most iconic neighbourhoods, Your Apartment has established itself as a premier provider of serviced apartments. But with so many varied units in different locations and with different amenities, personalizing the pre-stay email and ensuring the right upsell offer was presented to the right guest depending on the unit was a painstaking process.

Fortunately, Co-founder of Your Apartment, Charlie Guest had a plan. He knew that technology could provide a fix and began to search for a PMS that would integrate seamlessly with a CRM, allowing information to flow freely between the two so that communications could be targeted based on the guest and the unit being rented. His goal was ultimately to transform customer communications at each stage of the guests journey

Charlie selected Mews PMS and Revinate for Guest Feedback and Marketing. He says, “When I compared Revinate with Cendyn, which a colleague of mine had previously used before in a hotel setting, the differences were stark. Revinate’s publishing functionality was dramatically better. In addition, Cendyn (Guestfolio) didn’t allow us to edit surveys, which became very costly over time. In the end, Revinate was the clear winner for Guest Feedback and CRM.”

Your Apartment launched Revinate Marketing in July, in the midst of Covid-19. Through automated, personalized emails, Revinate is able to help Your Apartment deliver a seamless and contactless stay, which guests appreciate. Charlie explains, “Since our apartments are dispersed across the area, we don’t have someone to meet and greet guests when they check-in or check-out. But because Revinate is able to provide such granular segmentation and personalization, guests have all the information they need to come and go as they please, saving the guests stress and health risks, and saving us an incredible amount of time and manpower.”

Segmentation also allows Your Apartment to execute apartment-specific upsells that are driving significant revenue for the company. At apartments where parking is available, it is proving to be a strong upsell. The company is also able to offer baggage drop-off for apartments located near their head office. 

Despite working with a small database, Your Apartment is proving that deep segmentation and personalization can drive big results. As the company begins to build its customer database and use Revinate to its fullest, it knows the best is yet to come. 

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