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EnglishJapaneseChineseGermanFrenchArabicDutchDue to the increase in guest demands hotels are more focused towards offering standard amenities and delivering personalized guest experiences. Building deeper connections and meeting their demands unlocks new revenue streams. While amenities such as lounges, spas, or in-room dining have long been standard, the opportunity lies in transforming these touchpoints into memorable guest interactions that generate incremental revenue.
This case study explores how a mid-size hotel reimagined its guest service experience, turning simple amenities into high-value experiences—ultimately driving $7,000+ in incremental revenue in just weeks through personalized guest interaction management.
SMS open rate
Guest engagement rate
Incremental revenue impact
Condado Vanderbilt Hotel is a luxurious 160-room property in San Juan. It blends the old-world elegance with modern Caribbean luxury marking it as the most iconic property. The hotel thrives with a guest mix of weekday corporate travelers and weekend leisure guests. The vibrating dining scene, and a sense of that hotel isn't just a fascinating place to stay, but an experience that feels both refreshingly contemporary and historic.
The occupancy and the ADR both were stable, but the issue identified by the management was missed revenue opportunities by not fully leveraging the guest data. While the hotel was offering solid amenities, guests perceived them as generic. Passive amenities like spa, lounge, and concierge desk were not fully utilized. There was no structured way to offer upgrades before arrival. So, keeping all this in mind the management team has recognized there is a need to transform guest interaction into curated ones for better revenue-generating experiences.
SMS and email campaigns highlighted exclusive packages and enhanced guest engagement. They received digital offers (spa, lounge, F&B) 3 days prior to arrival following a better communication strategy.
Business travelers targeted with productivity packages; leisure guests with curated dining and wellness experiences. Following the above segmentation strategy, corporate guests saw early check-in + dining credits, while leisure travelers received spa and wine bundles.
Concierge curated add-ons include wine pairings, flexible early check-in options, and immersive local tours. These tailored touch points enhanced convenience and connection for better guest engagement and memorable stay at the hotel.
QR codes allowed instant access to services like the lounge or spa following on-property execution. Guests received secure links for one-click booking, avoiding check-in congestion.
This case study demonstrates that the future of hospitality lies not in offering more amenities, but in transforming existing ones into personalized experiences. By reimagining guest interaction management, the hotel unlocked $7,250 in new revenue streams while creating memorable, differentiated stays that drive loyalty and repeat visits.
Start the guest journey the moment they book their reservation.
