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Customer stories

Accelerating success: How InterContinental Phu Quoc Long Beach Resort drove 750% growth in revenue within 6 months of implementation

HOTEL TYPE: Group

SOLUTIONS USED: Revinate Marketing

REGION: APAC

Goal

Drive direct bookings

Strategy

Personalized email communications

Results

750% growth in revenue within 6 months of implementation

Meet the customer

“With Revinate, we’ve seen month-on-month improvement in key campaign metrics like open rate, room nights booked, and revenue generated.”

Vinh Dinh
Vinh Dinh, Director of Marketing & Communication, InterContinental Phu Quoc Long Beach Resort

The brand

Located on the tropical Vietnamese island of Phu Quoc, InterContinental Phu Quoc Long Beach Resort offers unparalleled luxury that blends a glamorous tropical getaway with authentic Vietnamese charm. Set against the breathtaking backdrop of the Azure Ocean and jungle hills, the resort offers 459 elegant suites and villas, six distinct and innovative dining options, an award-winning HARNN Heritage Spa, and world-class event facilities.

The challenge

Before Revinate Marketing, InterContinental Phu Quoc Long Beach Resort relied mainly on pre-arrival and post-stay emails, and a monthly newsletter for guest communication. However, the hotel recognized the need to provide timely and personalized information throughout the entire guest journey – from sparking interest to offering a warm welcome, fostering loyalty, and turning guests into advocates. Without a system to automate and tailor email communications, meeting the growing expectation for personalized and real-time interactions became increasingly difficult. To elevate guest experiences, incease direct bookings, and gain a competitive edge, InterContinental Phu Quoc Long Beach Resort sought a comprehensive marketing solution that could streamline communication efforts.

The solution

InterContinental Phu Quoc Long Beach Resort selected Revinate Marketing as its hotel guest database and email marketing solution after Revinate successfully passed a rigorous security assessment required by the property. Following a short implementation period to integrate Revinate Marketing with Opera PMS, the hotel was ready to transform its guest marketing and deliver personalized communications that enhanced the overall guest experience.

With Revinate’s powerful automation and segmentation features, the resort now sends timely campaigns that provide guests with essential information throughout their booking journey. This includes pre-arrival emails with helpful tips, welcome messages upon arrival, which get an average 52% open rate and 8.3% click-through rate, and post-stay follow-ups to encourage retention. 

The resort leverages one-time campaigns to share local cultural experiences and family-friendly activities, which guests value. For example, the April Newsletter (featured right) drove ₫3,582,303,755 ($141K) in room revenue and 662 room nights. Vinh shares, “Thanks to various filtering options, we can craft targeted follow-up content that avoids spamming guests who have already made a new booking. With Revinate Marketing, we can continuously provide customized content promoting various offers and seasonal experiences.”

The results

In less than six months, Revinate Marketing has enabled InterContinental Phu Quoc Long Beach Resort to craft meaningful guest experiences, boost guest loyalty and advocacy, and strengthen its competitive position in the market. The value of using Revinate Marketing is evident in the significant improvements in key campaign metrics such as open rates, room nights booked, and revenue generated. 

Some performance highlights include:

  • Lifetime revenue: 750% growth in revenue within 6 months of implementation

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