Revinate
Revinate
Customer stories

Personalization pays off: Ambiente, A Landscape Hotel, achieves success through segmentation and outbound revenue generation

HOTEL TYPE: Independent

SOLUTIONS USED: Revinate Marketing, Reservation Sales, Revinate Guest Feedback

REGION: North America

Goal

Create exceptional and personalized guest experiences

Strategy

Utilize guest data for personalization.

Results

$35K average direct revenue per campaign

Brent Graef Headshot

Meet the customer

“Revinate allows us to keep our resort top of mind with potential guests and makes the booking process quick and easy.”

Brent Graef
General Manager, Ambiente™ Sedona, A Landscape Hotel

The brand

Nestled amid the breathtaking landscapes of Sedona, Arizona, Ambiente­™ Sedona is an oasis of luxury and tranquility, offering guests an unparalleled, adults-only retreat experience. Many guests come to celebrate important life events, including engagements, birthdays, babymoons, and more. With its distinctive architectural design seamlessly blending into the natural red rock formations, Ambiente™ Sedona captivates visitors with its unique harmony of modern elegance and rugged beauty. Boasting world-class amenities, impeccable service, and a commitment to sustainability, this award-winning hotel has earned its place as a premier destination for discerning travelers seeking a rejuvenating escape in the heart of the American Southwest.

The challenge

Sisters and owners, Jennifer May and Colleen Tebrake, dreamt of opening a luxury hotel like Ambiente™ Sedona for over 30 years. When they finally had the opportunity to purchase the land and build the resort, they knew the guest experience was a key element that couldn’t be compromised. General Manager Brent Graef held high hopes for the team to bring the family’s dream of crafting a premier luxury resort to fruition.

The solution

Brent used Revinate at a previous property and knew it could be the foundational tool to realize the vision. With Revinate Marketing and Reservation Sales, staff could provide timely communication with guests, before, during, and after the stay to drive both new and repeat bookings.

With a focus on creating “wow” experiences, the hotel capitalizes on Sedona’s natural beauty. Whether guests are celebrating a special occasion or enjoying a romantic getaway, the team utilizes guest data to tailor communications, so every interaction at the hotel exceeds their expectations.

With Revinate Marketing in place for the opening of the hotel, the team was immediately equipped with tools to personalize their email content to each guest. With a database of 20,000 potential customers, the hotel could effectively engage with guests, track their interactions, and evaluate how these touch points translated into revenue.

Ambiente™ Sedona’s monthly newsletter (featured right) is sent to both new and repeat guests. It paints a vivid picture of what a stay at the hotel entails and reminds returning guests of the magic they experienced during their visit. The monthly newsletter campaign drives nearly $300K in room revenue and averages a 50% open rate, which is higher than the industry average. The hotel’s March 2024 newsletter had a 51% open rate, and a 3% click-through rate, and drove $90K in direct revenue.

The staff uses Revinate Marketing’s email automation to help the team punch above their weight. A cart abandonment drip campaign has driven close to $264K in direct bookings with a 64% open rate and an 8% click-through rate. Once implemented, this recurring campaign runs in the background, sending an automated email reminder to those guests who have abandoned the booking process, and it requires no staff work.

Revinate’s Reservation Sales helps the hotel achieve its direct booking strategy on the voice channel, providing guests with a user-friendly booking experience. It enables additional revenue streams through outbound campaigns that significantly contribute to the hotel’s overall earnings. Staff have an incentive to prioritize these leads: 5% of outbound revenue loops back to them as a bonus. Since 2022, Ambiente™ Sedona has increased its outbound revenue by 1,800%.

The results

As one of the few adult-only properties in Sedona, Revinate has helped position the hotel as a frontrunner in the market. It ensures that Ambiente™ Sedona remains top of mind for potential guests and streamlines the booking process to maintain its competitive edge.

Thanks to Revinate, Ambiente™ Sedona has driven these impressive results:

  • Lifetime direct revenue via email channel: $780K
  • Voice channel outbound revenue: $340K
  • Email health: 85%
  • Average open rate: 49% per campaign
  • Average click-through rate: 4% per campaign

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