Case Study

Driving Engagement and Repeat Bookings

Carolina Bartels

Smart Host GmbH · דֵצֶמבֶּר 15, 2025

At Heiltherme Bad Waltersdorf, guest communication is a key part of the overall spa experience. With Smart Host, the team structures and automates guest communication without losing its personal touch.

Why it matters: Guests expect relevant communication before, during, and after their stay. At the same time, marketing teams need measurable results without increasing manual workload. Smart Host helps bridge this gap by turning guest data into timely, targeted communication that drives bookings and loyalty.

Heiltherme Bad Waltersdorf uses Smart Host as its central hotel CRM to manage guest data and automate communication along the guest journey. Pre-stay emails provide useful information and upsell opportunities, while post-stay emails maintain contact and encourage repeat visits. Offers are created and sent directly through Smart Host, allowing the team to track acceptance rates and performance in real time.

Top 3 Core Objectives: The hotel aimed to improve guest communication, increase offer acceptance, and reduce manual marketing effort.

Timely guest communication: Automated pre- and post-stay emails ensure guests receive relevant information at the right moment, without manual follow-up.
Higher offer conversion: Personalized offers are sent based on guest data, making them more relevant and easier for guests to accept.
Efficient marketing processes: Automation reduces repetitive tasks, allowing the marketing team to focus on guest experience instead of manual execution.

"Smart Host helps us reach guests at exactly the right moment. Automation saves time, while personalized communication strengthens guest relationships and supports our team in delivering a consistent, high-quality experience."

Bernadette Maierhofer

Leitung Marketing & Sales

👍 Leitung Marketing & Sales Bernadette Maierhofer said that It is the perfect combination of automation and personalization.:

"Smart Host helps us reach guests at exactly the right moment. Automation saves time, while personalized communication strengthens guest relationships and supports our team in delivering a consistent, high-quality experience."

⚖️ The selection process: During their research process, Bernadette Maierhofer evaluated Smart Host GmbH's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Smart Host GmbH was the best fit solution:

Leitung Marketing & Sales Bernadette Maierhofer said, about their decision: "We already work with Smart Host for a long time and value what the software is doing for us. And the customer support is on point."

📈 The results: The hotel achieved strong engagement rates, higher offer acceptance, and measurable impact on bookings.