Key highlights from a busy week at ITB Berlin

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Last week the Cendyn team packed their bags from around Europe, Canada and the US to come together and join in on the madness that is ITB Berlin. Not only did we have the pleasure of attending ITB Berlin last week, we were also able to squeeze in attendance at both the International Hotel Investment Forum (IHIF) and an event hosted by the HSMAI EU team at the beautiful Sofitel Berlin Kurfurstendamm in the lead up to ITB.

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How to ace peak season marketing

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When peak season hits, the pressure heats up for hotels to fill rooms to capacity. More than any other time of the year, guests are actively searching for properties, so how can a hotel maximize this golden opportunity? For marketers, the key to winning seasonal business is a digital strategy centered around location, context and relationships.

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How are you engaging with your most valued guests?

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We often talk about how to build relationships with your guests and convert them from unknown guests, to loyal brand advocates, but how about what you do once you’ve done that? You have a select few guests who return frequently, sometimes at the same time of year, sometimes for business or sometimes with their family. How to do you treat your most valued guests to make sure they advocate your property and brand as much as possible and keep returning?

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Guestfolio clients see TripAdvisor ranking success with Review Collection

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Recent findings from TripAdvisor and Guestfolio, part of Cendyn Hospitality Cloud, have brought to light the success of TripAdvisor Review Collection Partnerships for hoteliers. Using this technology, TripAdvisor identified that 74% of hotels using Guestfolio maintained or improved their TripAdvisor ranking position since starting Review Collection, and over 10% of those clients now occupy the No. 1 ranking in their region. Read More

The Greatest Email Campaigns of 2016!

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Well, what a year it’s been! It’s been our biggest yet with Guestfolio sending over 41 MILLION emails in 2016 on behalf of our customers. We’ve also seen incredible creativity in so many emails this year, and with the continuing development and change in email, we’re delighted to see so much of that reflected in what hoteliers are using to communicate with their guests.  So, what better way to celebrate these successes than to look back and highlight the most successful campaigns sent this year. Each email campaign listed below, was picked out based on email design, click-through rates, open rates and revenue generated. Enjoy!

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What drives guests to be promoters of your brand?

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In previous research conducted, we’ve seen that the Net Promoter Score has a positive correlation to a hotel’s TripAdvisor rating. Of course that makes sense, a positive review would hopefully tie in with someone willing to recommend your hotel to a friend or colleague but following from that, we decided to delve a bit further – what exactly is driving your guests to be promoters or detractors? Our analytics team looked into a huge number of responses and analysed their outcome to find some fascinating conclusions. Read More

RESEARCH: What makes a guest a promoter, neutral, detractor? A text analysis of Net Promoter follow-up question responses

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Background:

In a previous research piece, we found that a hotel’s Net Promoter Score (NPS) has a strong positive correlation with their TripAdvisor Rating (TAR). This finding, together with a logical argument that the level of guest advocacy for a hotel should influence the subsequent rating provided on TripAdvisor, provides a reasonable basis for hotel managers to adopt an instrumental strategy aimed at influencing their TAR through an understanding of the NPS. Read More

SKIFT REPORT: The Hotel Industry’s Automated Future: A Framework for AI With a Human Touch

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SkiftAs part of Cendyn’s Hospitality Cloud, Guestfolio is excited to share the latest report published by Cendyn and Skift. Data has shifted the foundation of the hotel industry. Managers can now segment guest profiles to infinite degrees, creating a comprehensive picture of who’s staying at their properties. Managers can also track guest habits, interests, preferences and any unrecognized revenue opportunities or paths to stronger brand loyalty –– it’s all in the data.

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Cendyn Announces Acquisition of Guestfolio

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Boca Raton, Fla. – November 29, 2016 – Cendyn, the leader in cloud-based software and services for driving sales and marketing performance in the travel and hospitality industry, announced today that it has acquired Guestfolio Communications (“Guestfolio”), a leading CRM marketing platform for boutique hotels. Read More

Automated email ideas for the holidays

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The holiday season is upon us and we’re all ramping up to prepare for upcoming busy long weekends and time off over Christmas and New Year. Hoteliers specifically are energising their marketing campaigns to bring more business in and drive revenue from those already booked in. So, what better way to help you get prepared for all this, than to set up an automated online and mobile experience for your upcoming guests?

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How Pacific Crest Hotel jumped to #1 in Santa Barbara on TripAdvisor

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Earlier this year, Pacific Crest Hotel Santa Barbara had a similar issue to many hoteliers, they wanted future guests to see online what a wonderful property they were and how happy guests were during their stays. They were receiving very positive reviews online however they just weren’t standing out amongst competitors on one of the world’s biggest review sites – TripAdvisor.

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