Revinate
Revinate
Customer stories

How Crown & Champa Resorts revolutionized their marketing to achieve $3M in lifetime revenue

HOTEL TYPE: Group

SOLUTIONS USED: Revinate Marketing, Revinate Guest Feedback

REGION: APAC

Goal

Compete and win against larger brands.

Strategy

Streamline marketing with CRM.

Results

$3M in lifetime revenue within 10 months.

Ruchira Wimalaratne Headshot

Meet the customer

“Tactically, Revinate enables us to drive revenue by rapidly rolling out direct booking promotions. Strategically, Revinate allows us to make data-driven decisions, ensuring we stay ahead of the competition.”

Ruchira Wimalaratne
Director of E-Commerce, Crown & Champa Resorts

Email Marketing campaign from Crown & Champa ResortsThe brand

Crown & Champa Resorts (CCR) is synonymous with unparalleled luxury and hospitality in the Maldives. With a portfolio of exquisite resorts spread across the stunning atolls of this tropical paradise, Crown & Champa Resorts has long been revered for its commitment to providing guests with unforgettable experiences amid breathtaking natural beauty. Each property within the Crown & Champa portfolio is characterized by its unique charm, impeccable service, and dedication to exceeding guest expectations. With a deep understanding of the discerning traveler’s desires, Crown & Champa has cemented its reputation as a leader in the hospitality industry, setting the standard for luxury and excellence in the Maldives.

The challenge

With more than 132 resorts in the Maldives, competition is fierce. To maintain the brand’s position as a top choice for travelers seeking the ultimate tropical getaway, the small marketing team at Crown & Champa Resorts knew they needed to modernize how they market to guests, who expect personalized communications and a seamless booking experience.

With their previous email marketing solution, the team struggled to get promotions out quickly, limiting their ability to be responsive to market demands. Additionally, they couldn’t efficiently track conversions or reach their entire guest database across properties, making it difficult to gauge the success of their campaigns. To improve their email marketing strategy and increase guest engagement, Crown & Champa Resorts realized the importance of implementing a modern email marketing solution designed specifically to meet the needs of hotel groups.

The solution

Since Crown & Champa Resorts had already found success using Revinate Guest Feedback across their portfolio, it was a logical step for Ruchira Wimalaratne, Director of E-commerce, and the Revenue Department/Commercial division to delve into Revinate Marketing for an email marketing solution. Ruchi immediately recognized the platform fulfilled all her requirements, including empowering her to elevate the guest experience, foster guest loyalty, and streamline marketing operations across properties through robust automation.

Acknowledging the cost-effectiveness of re-engaging past guests over acquiring new guests, Ruchi and her team diligently craft email campaigns designed to resonate with guests and entice them to return. With Revinate Marketing, the team can rapidly execute beautifully designed newsletters and personalized promotions for the portfolio. The January newsletter for Hurawalhi Island Resort, for example, included offers for 2024 travel inspirations and generated $124K (73 room nights), with a 43.4% open rate. Demonstrating the effectiveness of personalized and well-crafted digital communications, a room offer from Vilamendhoo Island Resort & Spa achieved a remarkable 53% open rate, driving 117 room nights.

Due to the small team size, efficiency is critical for Ruchi. Once set up, Revinate’s powerful automation capabilities allow the brand to execute campaigns around the clock and at all properties, without any human intervention. Guests with upcoming reservations hear from the hotel at just the right time with just the right information, making their experience positive before they even set foot on the property.

Harnessing real-time analytics, the team can continually test and optimize promotional campaigns for maximum efficacy. The robust reporting capabilities within Revinate Marketing empower staff to make data-driven decisions, ensuring they maintain a competitive edge in the market.

Ahmed Shaheen, Chief Commercial Leader at Crown & Champa Resorts says “Revinate Marketing is a great revenue-driving toolkit for our resort collection. Its marketing automation, flexible contact management, and workflow automation were a good fit for our strategies, to build relationships with our guests through personalized conversations and recommendations all at a significantly reduced cost and operational effort.”

The results

With Revinate Marketing, Crown & Champa Resorts maintains regular communication with guests so that the properties are top of mind when they think about their next lavish vacation. And because Revinate streamlines the direct booking process and allows for smart segmentation and personalization, the hotel has been able to drive 450% more revenue than before implementing Revinate Marketing, improving its share against the competition and OTAs.

Other performance highlights include:

  • Lifetime revenue: $3M (achieved in 10 months)
  • Average open rate: 35% per campaign
  • Average room revenue: $19K per campaign

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