What are guest lifecycle e-mails?

Campaigns

Guest lifecycle e-mails are used to contact guests at the ideal time throughout their guest lifecycle.

Based on data analysis, the right guests can be targeted with relevant content at the ideal time. 
These e-mails also link to our dynamic landing page, which adapts to the e-mail content depending on the corresponding use case. 

The goal is to boost guest loyalty and achieve higher occupancy and more revenue.

The following campaigns are used:

Use Case 1: Convert OTA to direct booker

+ Encourage guests who booked their last stay via an online travel agency (OTA) to switch to direct bookings with tailored offers and targeted incentives.

 

Use Case 2a: Reactivation of requesters without booking

+ Re-engage potential guests who inquired but didn’t book or canceled, and encourage them to make a reservation.

 

Use Case 2b: Reactivation of lost guests

+ Win back former guests with personalized messages and appealing incentives.

 

Use Case 3a: "Come back" 

+ Encourage former guests to book again with tailored offers and exclusive incentives.

 

Use Case 3b: Come back (multiple) 

+ This is a follow-up mailing to use case 3a to encourage former guests repeatetly to book again with tailored offers and exclusive incentives.

 

Use Case 4: Upselling for second stay

+ Guests who currently vacation at the hotel once a year are contacted and encouraged to book a second stay in the same calendar year.

 

Use Case 5: Early bird benefits

+ Guests who have already enjoyed a stay at the hotel in the previous year are contacted and encouraged to book their next stay early.

 

Use Case 6: Coupon Follow-Up E-mail 

+ Everyone who has created a voucher via the other mailings but has not yet submitted an inquiry or made a booking will be reminded that a voucher is waiting to be redeemed.

 

Use Case 7a: Birthday voucher from friends

+ Guests who have stayed at the hotel before are contacted one month prior to their birthday. They are notified that their birthday is coming up and are provided with a Social Share link to the voucher page, allowing them to share it with friends if they wish to celebrate their birthday at Hotel XY.

 

Use Case 7b: Birthday congratulations

+ Guests who have already stayed at the hotel receive a personal happy birthday message as a little surprise on their birthday.

 

Use Case 7c: Birthday present

+ Guests who have already stayed at the hotel and have a birthday in a month's time are surprised with an incentive voucher that can be redeemed during a stay at the hotel “around” the birthday.

 

Use Case 9a: Last Minute Deals

+ Potential guests with spontaneous booking behavior are contacted and offered last-minute deals.

 

Use Case 11: Pre Stay

+ In order to create anticipation, guests are contacted a few days before arrival with suitable hiking or adventure tips in the surrounding area, or special experiences within the hotel (upselling of treatments, room upgrade, etc.). 

 

Use Case 12: Post Stay

+ A few days after departure, the guests are contacted and invited to give a referral. As a reward, both the friend and the initial guest in case the friend books a stay will receive an incentive voucher.

 

	ASA	Protel	Casablanca	Elite	Fidelio	Mews	GMS Felix	Winhotel CD Soft	AIDA
Use Case 1	✔︎	-	-	-	✔︎	✔︎	-	-	-
Use Case 2a	✔︎	-	✔︎	-	✔︎	✔︎	-	-	-
Use Case 2b	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎
Use Case 3a	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎
Use Case 3b	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎
Use Case 4	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎
Use Case 5	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎
Use Case 6	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎
Use Case 7a	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎
Use Case 7b	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎
Use Case 7c	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎
Use Case 9a	✔︎	-	-	-	-	-	-	-	-
Use Case 11	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎
Use Case 12	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎	✔︎