Customer stories

Revamping success: How the Quay Hotel and Spa boosted direct channel revenue with Revinate

HOTEL TYPE: Independent

SOLUTIONS USED: Revinate Marketing, Revinate Guest Feedback



Drive direct bookings and take control of their email marketing.


Focus email campaigns on guest experience and use smart segmentation.


Increased average revenue per email campaign, along with an impressive ROI.

Meet the customer

Revinate allows us to create relationships with our guests and clearly differentiate our product. We can put our stamp on our ideas and show the customer why we are the best hotel in North Wales.”

Shaun Oldfield
House Manager, The Quay Hotel and Spa

The brand

Nestled along the picturesque shores of the Conwy, North Wales, UK, The Quay Hotel and Spa stands as a beacon of luxury and relaxation. Boasting stunning panoramic views of the waterfront, the hotel captivates visitors with its blend of modern elegance and traditional charm, offering a seamless fusion of world-class hospitality and indulgent amenities, including a state-of-the-art spa and highly sought-after restaurant, Ebb & Flow.

The challenge

Like many independent properties facing resource constraints within the marketing team, The Quay Hotel and Spa had previously depended on an external agency for the execution of marketing campaigns. However, in late 2022, General Manager Brid Adams reevaluated this strategy.

The solution

Brid was familiar with Revinate and understood if they brought marketing in-house with an easy-to-use solution, they would be able to execute campaigns faster and immediately see the results of these campaigns. They selected Revinate Marketing to power the hotel’s email marketing and guest database. Following a fast implementation period, where Revinate integrated with the PMS and trained House Manager Shaun Oldfield, The Quay began sending their own campaigns and hasn’t looked back since. Shaun says, “Revinate allows us to create relationships with our guests and clearly differentiate our product. We can put our stamp on our ideas and show the customer why we are the best hotel in North Wales.”

The hotel leverages one-time and automated campaigns in Revinate Marketing to engage its guests and encourage them to book directly. With complete control over the look and feel of the campaigns, open and click-through rates have never been stronger.

An automated “We Miss You” campaign reaches out to past guests to invite them back to the hotel. Since turning on this out-of-the-box campaign, it has generated strong revenues and helped drive repeat guests. With strong open and click-through rates, it’s clear that The Quay guests are happy to hear from the hotel with promotions, especially when they reflect the brand and highlight unique aspects of the hotel.

With powerful reporting, Shaun has quickly learned the value of Revinate’s segmentation features. He segmented the audience for a “We’d love you to come stay!” campaign and saw strong engagement metrics. He says, “I’m a team of one but Revinate makes it easy to create multiple versions of campaigns, personalized to different guest segments. With just a little more effort, you can really impact the results.”

Finally, the integration of Revinate Guest Feedback and Revinate Marketing allows Shaun to capture rich survey information from guests after their stay and use that data to market to guests. Shaun says, “We used to have physical comment cards in the rooms but it was time-consuming to enter the data and analyze results. Now that everything is digitized and automated, we are learning so much about our guests that we can leverage in our marketing programs.”

The results

In under a year of leveraging Revinate Marketing, The Quay Hotel & Spa has achieved tangible and impressive returns on investment, showcasing the immediate impact of the platform on its success.

More customer stories

Insights that drive results

Subscribe now to get the latest content

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply. *Required fields.

This field is for validation purposes and should be left unchanged.