Here’s the brutal truth: if you don’t know your guests, you’re bleeding money. And no, we’re not talking about a slow trickle. We’re talking about a full-blown financial hemorrhage.
As the experts on crafting memorable guest experiences, we have found that your typical guests don’t just want a bed to sleep in; they want experiences, recognition, and personalisation. If you’re still treating every guest like just another room number, congratulations, you’re handing your competitors a golden ticket to steal your business, and the truth is, THEY ARE!
In this article, we explore the role of personalisation, the secret to returning guests, and memorable guest experiences for all potential patrons.
Imagine this: a luxury hotel spends thousands on marketing, pulling in guests who want a peaceful, wellness-focused retreat. But instead of a tailored experience, those guests get a generic email, a standard room, and an “enjoy your stay” at check-in. There are no spa recommendations, no personalised greeting, no recognition of their preferences, and no effort to make them feel seen and special. The result? They never come back.
The numbers don’t lie. Hotels that nail personalisation see a 15% higher customer retention rate and 40% more revenue than those that don’t.
Meanwhile, those ignoring personalisation are left drowning in low guest loyalty, weak word-of-mouth, and marketing budgets that burn through cash like wildfire.
Suppose you’re serious about tailoring your guest experiences and stacking revenue (which you should be). In that case, you need to collect and use guest data like your business depends on it; because it does.
Every guest who books leaves behind a goldmine of data, such as where they booked, what type of room they chose, how far in advance they booked, and even how much they’re willing to spend. Are you tracking it? Segmenting it? Using it to tailor offers? This is why our success philosophy at Guest Experience focuses on using your website as your booking engine, which allows you to tap into rich, raw guest data that you can use to improve how you serve your guests.
How do they engage before arrival? Are they asking about spa services, transport, or local activities? If so, why are you not sending them curated offers based on their inquiries? Upsell before check-in, not after they’ve already planned their stay.
Guests don’t want to repeat themselves. If someone booked a pool-facing suite with a spa package last year, why not offer them the same at a VIP rate? (Nothing seals the deal better than getting what you want at a bargain.) Nothing says “we see you” like remembering their preferences before they have to ask.
Are they ordering wine instead of beer? Booking late check-outs? Requesting extra pillows? Every action is a chance to personalise their experience and increase spending. Luxury hotels using data tracking see up to 25% higher in-house spend just by anticipating needs before the guest even asks.
Did you follow up with a personalised email based on their stay? Well, you might want to consider adding that to your guest engagement strategy. Offer them a return guest discount for their favourite room. The best in the game make guest relationships an ongoing loop, not a one-night stand.
Personalisation makes guests spend more, stay loyal, and rave about your business. Without it, you’re running a glorified, overpriced motel.
Your move: embrace guest data or watch your competitors cash in on your lost revenue. The choice is yours.
Guest Experience is a specialist brand of Cannect Digital, which is a results-oriented digital marketing agency. We provide creative & authentic value to our clients by offering innovative digital marketing solutions, delivered by a committed and trustworthy team.
