Let us find your solution
Ranked 1st (out of 20)
94 HT Score
Hotel Tech Score is a composite ranking comprising of key signals such as: user satisfaction, review quantity, review recency, and vendor submitted information to help buyers better understand their products.
Learn More
Certificate of Excellence

Reviews Summary

94%
Recommend
Ratings Summary
Popularity Index
N/A
Support
4.8/5
Ease of Use
4.6/5
ROI
4.4/5
Implementation
4.5/5

Work For Revinate? Claim Profile

Revinate Marketing Overview

Transform guest data into revenue with Revinate Marketing, the all-in-one CRM and marketing automation solution built for hotels by hoteliers. Create and deliver targeted, customized campaigns across the customer journey, resulting in increased guest engagement and direct bookings. Read more Less

About Revinate

Founded in 2009 | Headquarters in San Francisco (United States) | 133 employees
Revinate enables hoteliers to transform their guest data into revenue. With Revinate Marketing and Revinate Guest Feedback, hoteliers are empowered to make smarter decisions, resulting in increased direct revenue and guest engagement. The company is backed by leading Silicon Valley investors, including Benchmark Capital, Tenaya Capital, and Sozo Ventures. Headquartered in San Francisco with regional offices in Amsterdam and Singapore, Revinate counts tens of thousands of the world’s leading hotels as customers. Read more Less

Other Product by Revinate

Integrates with

  • Revenue Management Software
  • Email Marketing & Hotel CRM
  • Property Management Systems
  • Direct Booking Tools
  • Hotel Management System
  • Marketplaces & Integrators
  • Browse integrations (14 verified)

What Customers Love About Revinate Marketing

94% recommend

-Easy to use and configure without having to contact a help desk -Intuitive approach to marketing solutions -Interfaces with PMS systems -Surveys are completely customizeable -Marketing segmentation capabilities User since: 2016 Usage: Daily

Director of Operations - Rooms from Boutique in San Antonio (United States)

- quick response time - helpful, friendly - easy to navigate software - great training videos - easy to read revenue and click tracking

Sales & Marketing Manager | Digital Marketing Specialist from Resort in West Kelowna (Canada)

As an email marketer for our clients, this is the first tool I've seen where we can tap into the database to really evaluate past guest information and use it for our campaign. We are now able to sending HIGHLY segmented campaigns to people who really want to hear from our clients. Open rates and click rates have climbed through the roof! The Revinate team is FULL of ideas and support for our clients.

Marketing Consultant from Other in Milwaukee (United States)

- Simple to use, but a very rich tool that brings back several information. - A team at the service of his client, who is very attentive & kind and answers at any questions quickly.

Chargée de Communication & Webmarketing from Boutique in Paris (France)

- Automated guest surveys - Interfaces with Protel PMS - 3 in 1 system (Survey, reputation, marketing) - Big Data - Great support. You get a reply within a few hours.

General Manager in Winterthur Area, Switzerland (Switzerland)

Easy to Navigate and set up. Exceptional customer service and continual follow up support and training. Customization for the e-blasts and upsell to fit the needs and requirements of my various brands.

Director of Revenue Management and E-Commerce from Other in Toronto (Canada)

The software is easy to use, functional and a comprehensive tool. Revinate provides us with everything we need to engage with our clients, and the analytics/information we need to improve as we progress.

Deputy General Manager in Saint Helier

Revinate products are easy for all staff levels to understand. Their customer service response time is also excellent, making it hassle free to implement. Anisha, Dan and Dylan are fantastic!

Principal from Boutique

The best features of the platform hands down: • Revenue tracking that works flawlessly • Campaign automation and one-time campaign features • Segmentation is also another great feature on the platform. You can target any particular audience with minimal effort. It really does make segmenting your mailing list a breeze. • Amazing CS/Technical Support

Ecommerce Coordinator from Boutique in Dominican Republic (Dominican Republic)

The ability to aggregate reviews using the Reputation Management module from all platforms and see feedback by timeline, by subject or my type (positive or negative) as well as compare against competitor set is great. To be able to manage all mailing lists, segments and campaigns through the Email Marketing module and auto unsubscribe as well as juggle GDPR compliance is wonderful. The automated campaigns are also a great function to communicate with guests pre and post stay or at a particular action/point e.g. a birthday or after a certain time frame has elapsed. The Guest Feedback module is a great tool for sending out post stay surveys that are more professional than perhaps a mail chimp or similiar service and the automation of sending and collecting of data is incredibly efficient.

Director of Sales and Marketing from Boutique in Christchurch (New Zealand)

It is easy to use the software. - Create, schedule and send email even managing contact is not easy tasks, there are complexity regarding this. And Revinate just make it simple. - Flexible to manage our email campaign. - Revinate meet our requirement to make our life more flexible with custom email information and data. The WYSIWYG email builder feature is so helpful that we can add images, gif, text, link, styling even custom HTML format. It is flexible! - It has a great support team. - The good thing is you'll never get lost, they have documentation support at their website and contact support via email. - Beside that, they always update and aware in term of feature and regulation e.g. GDPR.

Corporate Jr. Website Developer from Resort in (Indonesia)

Revinate makes the e-mail marketing process seamless from the creation of each campaign to the segmentation of the targeted recipients. The product is user-friendly and their webinars and online resources are easily digestible and helpful. They proactively tackle global issues like GDPR and provide solutions for how to comply in the best way possible.

Community & Marketing Manager in New York (United States)

Very easy to navigate and well structured. For those integrating Revinate Marketing into their business after utilising other products you wonder what you had been missing out on. User since: 2018 Usage: Daily

Marketing Coordinator from Casino in Sandy Bay (Australia)

The tool is very comprehensive. It has many additional features that its competitors do not offer or do less well. User since: 2012 Usage: Monthly

Head of Global E-Commerce from Resort in Vacoas-Phoenix (Mauritius)

Easy to use drag-and-drop design build. Segmentation facility is good & easy to use.

Ecommerce Marketing Manager from Boutique in Malahide (Ireland)

Revinate's email marketing platform is very user friendly and makes it easy to create things that we need to be able to communicate with our guests.

Corporate Director of Revenue from Boutique in Greater Los Angeles Area (United States)

The versatility of the product, which is user friendly and has endless possibilities of personalization. And despite this new features continue to be added. The technical team is very open to feedback and looks at ways to update the product to better suit the ever changing and evolving needs of the customers.

General Manager in

The platform is amazing to organize and filter all the reviews before goes on social media, give the proper follow up and have great number for my company.

Quality Assurance Manager from Resort

It is a tool that allows us to group the satisfaction of our customers who travel through different channels. Also, I love that I can receive comments from guests and have statistics to monitor the results, custom alerts if I want to follow a specific question's results.

Quality Assurance Manager from Resort

Visually friendly, very easy to understand, communication deliveries on time, reports are easy to customize.

Corporate Marketing Manager from Boutique

Intuitive system, that allows for personalisation of message and format yet delivers the consistency required to benchmark performance against competitors and internally between properties

Director of Sales & Marketing from Boutique

For Hotel Emma, the upsell feature is attractive as it can be incorporated in confirmation letters and pre-stay reminders.

Director of Front Office from Boutique

The ease of use of the platform, the reports and campaign customization. On top of that, the customer support from the Revinate team is unsurpassable.

Creative Director from Boutique

* Exploring alternative marketing options * Creative Marketing Solution for the hospitality industry

Area Director of Revenue from Boutique

I have been working with Revinate since April 2017, and what I like the most is the integration with our PMS and the possibility to create smart segments and targeted campaigns. The possibilities are endless with Revinate. I also enjoy the outstanding Customer Service, both the Revinate team's responsiveness handling support requests and their proactiveness providing needed and timely feedback on how to utilize the Marketing platform capabilities at the fullest. Last but not the least, Revinate is always improving and introducing interesting enhancements.

Marketing & Communications Manager from Boutique

I like how I can call anytime and the associates help me with my most difficult problems.

Corporate Director, Marketing from Boutique

The data provided by Revinate Marketing has truly changed the way we operate, allowing us as a company to make more informed decisions across our portfolio. From the segmentation to the reporting, the user interface is easy and intuitive. (review updated 12/28/18) (Original review 12/16/18): Utilizing the Revinate suite has been a game changer for our company. Being able to both manage consistent branding across all stages of the guest experience has resulted in stronger brand integrity and property positioning. The data and analytics available are amazing and allow us to make data-driven decisions across the organization.

Creative Director from Boutique

I think the analytics will be most helpful as well as the filtering options. I have very unique filtering requirements and Revinate is going to help me achieve this goal.

Proprietor from Resort

The depth of the tool and analytics, as well as the ease of building campaigns. I also love our support team of strategists!

Marketing Consultant from Boutique

I have found Revinate Marketing to be an extremely easy and effective platform to manage our hotels' databases and execute both automatic communications and targeted e-blast campaigns to interact with guests. The dashboard provides a consolidated overview of efforts as well as documented results in a timely manner and Revinate's customer support is consistently exceptional; would recommend use of the platform as an effective component of an overall marketing strategy,

VP Marketing & Franchise Relations from Resort

Incredible resources & support, from implementation and training to onboarding and strategy.

Marketing Manager from Boutique

- Great for A/B Testing - Extremely helpful for managing various lists - Easy to use platform

Account Executive from Other

Integration with Opera, flexible email template, amenity and room upsell pre-arrivals.

Digital Marketing Director from Boutique

Customized email marketing - has led to more engagement from our email databasde One stop shop for review replies

Brand Marketing Manager from Boutique

Its easy to communicate to our clients and to encourage repeat stays. We have seen some great results,

Director of Sales from Boutique

Incremental Revenue We have had been using the email communications successfully for some time but this summer we added the Upgrades and Add Ons segments and have seen very nice incremental revenue. It is easy to set up manage.

DORM from Boutique

Revinate Marketing has been a huge improvement over previous ESPs that we've used and helps us send emails faster, that are more targeted, and look really good. Pros of the Revinate Marketing software are: - Ease of use - Great guest segmentation - Easy template builder - Great reporting including a graphic of where users click on the actual email - Quick support - Constantly improving product

Director of Marketing from Resort

The Revinate team has been very responsive, and work well with us as partners. The email marketing initiatives we have done have proven to be very successful for our property.

Director of Room Operations from Resort

I love that revinate is extremely user friendly and convenient, and streamlines so much work! It really helps out communication between us and our hotel guests.

Marketing Coordinator from Boutique

- the platform offers so many great features tailored to hospitality that are straightforward to use -very informative account managers + support tickets are responded to very quickly -Revinate is continuously rolling out new innovative features that really help properties improve their CRM ROI

Regional Marketing Manager from Boutique

* User friendly programs that are easy to use. * Programs are reliable. * Great customer service.

Assistant Sales and Marketing Manager from Resort

Revinate publishes amazing content online, that allows for quick learning. Their user interface is very intuitive, fast and responsive. Campaigns are set-up in no time, usually less then 10 minutes. Revinate has an amazing team of experts, that are always willing to help and share their insights. Revinate is constantly innovating, most recently they launched guest preferences to capture more information about guests, database insights, A/B testing.

Revenue Manager from Resort

I like that I'm able to get real time insight into how my email campaigns are performing and the revenue they are generating. The reporting is great.

Corporate Director of Marketing from Boutique

Screenshots

Features

  • Centralized multi-hotel/multi-brand solution
  • Centralized data warehouse
  • Guest profiles
  • Personalized one-to-communication
  • WYSIWYG - HTML Editor
  • Template Editor
  • A/B Testing
  • Segmentation
  • Marketing Automation
  • Guest Feedback Module (comment cards/reviews)
  • Open API

Featured Clients

References

Revinate Marketing allows us to respond to the market immediately and be agile with our communications. It’s simple, user-friendly, and eliminates the need for technical HTML developer. I can build and send our guests a nice, designed email in five minutes. Rebekah Hubbard Engagement Manager at the Provenance Hotels
Revinate has been an essential component of our success in driving rate and RevPAR. From its ease of use, to the segmentation capabilities, it has helped us reach our guests directly in a way that was not possible before. Our reliance on OTAs has lessened significantly as we communicate with guests directly during pre-stay, post stay or while they are on property. Jamie Fox Director of Operations at the Hotel Emma
[Revinate] made it easy to create personalized communications for our database, leading to over $1 million in revenue in five months. The Revinate team was also incredibly knowledgeable and patient in the months leading up to GDPR, empowering me to appropriately communicate with our European guests. Molly Collins Brand Marketing Manager at the The Charles Hotel
I’m not paying for Revinate. I’m making money with Revinate. Tomo Kakegawa Director of Revenue and Digital Marketing at the Access Hotels and Resorts
I can send emails from the parent umbrella company and from the individual property level. As someone who does all of this for a hotel group, Revinate has made my life so much easier Irene Pallais Area Internet Marketing Director at the Interstate Hotels & Resorts
Want to find a reference in your network who uses Revinate ?
  • Find and connect with references
  • Simplify your search
  • Get the real scoop and find out what hoteliers think of Revinate
  • Connect with real users to help answer your questions
beta

Awards & Certifications

Active Markets

Pricing

Implementation fee
Monthly subscription (Flat)

Free Email Marketing & Hotel CRM Reports

View all

Recent Email Marketing & Hotel CRM articles

thumb description

9 CEO predictions about the future of the hotel business

by
Hotel Tech Report

IDeaS CEO Ravi Mehrotra: Revenue management will be the glue that connects siloed departments “I’m no Nostradamus, but there are quite a few areas ripe for disruption. In my opinion, there are two main areas we will see a major category shift in the next five years. First, I believe automation in day-to-day revenue management will become standard, resulting in a higher-order shift of the revenue manager and leaders’ roles. This is especially true when we deal with inevitable market upturns, and most importantly, downturns. The sheer number and complexity of the daily decisions a revenue leader must make will exceed their capacity, driving them to rely on intelligent automation to ensure they remain competitive in a fast-paced market. Second, revenue management concepts will continue to spread across more segments in the guest’s total trip compilation, from the time they start searching online to the time they are reflecting on their memories and preparing to plan the next trip. All of this layers together to show that revenue management will be a major hub, if not the major driver, between marketing, distribution and sales systems. I think we will see players in complementary areas start to link themselves together to drive a more direct connection to revenue, while delivering the right price to the right person at the right time.”   Cendyn CEO Charles Deyo: CRM will be seen as an operational tool and not just as a marketing platform. “We will see more intelligent use of data with AI and bots to further leverage the guest experience. Because of more integrations between technology systems and a higher flow of data between platforms, bots and AI will increase in learned automation and intelligence that can deliver more of the right messages, at the right time through the right channel. We’re in the process of breaking new ground with CRM technology as the core with bots and AI serving based off centralized intelligence. In five years, it will all evolve around the model of a central global profile for guests that references a sophisticated rolodex of data to help serve the customer’s desire for personalization at every touchpoint. Bots will make recommendations, personalize communications and adjust service algorithms in real-time based on data points. CRM will no longer be seen as a marketing function, but rather an operational tool that intelligently orchestrates how everyone interacts with a guest.”   SiteMinder CEO Sankar Narayan: Data will make it possible for hotels to understand their guests like never before. “The emergence of new players in the market has been great for competition and I think it’s forced innovation that ultimately hotels have been the beneficiaries of. However, I think the breadth of choice now available to hotels, coupled with the level of complexity that now exists to keep up with today’s traveler, has indirectly created further disparity that means, as a hotel, it is more overwhelming than ever to know which technological solutions are best and if they will work together to make the day-to-day easier, not harder. I think the disparity and complexity will continue to grow over the next five years, but it will be met with tech innovators that rise to that challenge and provide a way for hotels to benefit from a single, holistic, reliable solution that unlocks a world of potential guests and personalizes every relationship. That will be the pinnacle of data democratization and I think it’s coming.  There is a huge opportunity to ace the guest journey end-to-end. I think the in-stay experience has traditionally been the sole focus for hotels, as it’s what they’ve always had immediate visibility and control over, but of course we know that the journey began long before the guest arrived and continues long thereafter – if it ends at all. The explosion of data and technology has made it possible for hotels to understand their guests in a way they’ve never been able to before, and it’s an opportunity I think most hotels are missing.”   Travel Tripper President Gautam Lulla: Winning hotels will be powered by technology platforms not products. “Traditionally, the companies in the hotel tech space have focused on being very good at one “category” of product. Sure, a PMS company could offer a booking engine, but ultimately it was more known for being a PMS company. The new startups in the space have amplified this trend. But now that companies are starting to mature and consolidate (ourselves included), the lines are going to start blurring and it’s going to be difficult to pigeonhole a company into a product type or category. The industry is moving quickly in the direction of a “platformization” model, where the breadth and interconnectedness of solutions will trump—or at least bring together—smaller niche solutions.”   Revinate COO Dan Hang: Antiquated systems will go extinct and secure cloud based systems with open architectures will be the status quo “There’s a big opportunity for hotel tech to become more guest-centric by bringing together all of the industry’s raw and disparate data and turning it into actionable insights. Unfortunately today, a lot of the tech in this space is antiquated, unnecessarily complex, inflexible, and not really optimized around the guest. For example, the property management system, even by name, is designed to manage an inventory of rooms in a building as opposed to optimizing guest experience or driving revenue.  Future systems need to close the gap I just mentioned. They need to harvest all the guest data, make sense of it all, and provide the hotelier with actionable insights or automated campaigns that drive revenue. With this year’s launch of the GDPR and all the news surrounding data breaches, I think we’ll also see increased efforts in security and data privacy protection over time.”   INTELITY CEO Robert Stevenson: Front and back of house tech will become unified. “Digital technologies for the guest and the back office will be very integrated and standard at hotels. There may be different usages from property to property, but automated processes, streamlined connections, and seamless messaging between guests and staff will be standard across the board. It will feel like a near frictionless experience for guests who opt-in to being entirely digital. Guests, vendors and hoteliers alike will look back and wonder how we ever dealt with the mishmash of technologies and implementations we do today.”   Oaky CEO Erik Tengen: Guests will truly experience hotels before they even book. “I think in 5-years upselling will be embedded in native platforms in our phones, offered on all communication channels, automated, hyper-personalised, integrated with the total revenue management strategy and gamified for the full (in destination) guest experience. I imagine guests booking and playing VR games pre-stay to experience the hotel, and adding activities to the stay after testing them out from their couch at home.”   Atomize Chairman Leif Jaggerbrand: Revenue management systems will specialize in tactical revenue management or strategic but not both. “I think we will see a clear split between strategic & tactical revenue management systems. Building a strategic revenue management system, and building a tactical revenue management system, are two VERY different skill sets. I deem it pretty close to impossible for any company to be #1 in both of those categories, the people that have the right skillset to build a tactical revenue management system won't be attracted to building a strategic revenue management system. As both strategic and tactical revenue management is utterly important hotels will have both type of systems.”   Hotelogix CEO Aditya Sanghi Small and mid-sized hotel businesses will flourish like never before with access to technology that was previously reserved only for large enterprises. “We are highly passionate about small to mid-sized hotel businesses. For a very long time, this segment didn’t have access to great technology as service providers across the globe concentrated on the five starred community, like Opera and Travelclick. Things are changing now. Tech providers are focusing on this segment as adoption of technology lagged in this sector. The popularity of this segment has also been purely driven by market dynamics, where travelers are now choosing to stay in independents and smaller properties. So, it’s time to focus on enhancing the guest experience for such properties. The community should look at creating more services/products that are geared towards the guest. Treating them like 5-star guests by leveraging AI driven technology can be used to serve and monetize better.”  

thumb description

Cendyn CEO: This is what hotels can learn from the Grateful Dead

by
Hotel Tech Report

Cendyn’s Charles Deyo isn’t your typical hotel tech founder by any stretch of the imagination.  Deyo is an avid scuba diver, he meditates under pyramids for spiritual guidance and even plans to play guitar at an underwater music festival next year.  By 1996, the same year that Expedia was born, Deyo had spent 20 years in the hotel industry before founding Cendyn with his wife Robin to help hoteliers win in the digital age. Cendyn’s first product to market was its eProposal solution which allowed hotels to accept group business RFPs via their websites and grow their group business. While eProposal is still a core component of the Cendyn Hotel Sales Suite, it is only a small piece of Cendyn’s current offering.  Today Cendyn’s sales and marketing solutions power more than 30,000 hotels globally through products that touch on hotel CRM, sales software and hotel digital marketing services.   Back in 1996, Cendyn’s initial product to market was its eProposal solution which allows hotels to accept group business RFPs via their websites to increase group bookings.  Today, eProposal is still a core component of the Cendyn Hotel Sales Suite.    The best tech companies listen carefully to client pain points and develop solutions based on those requirements.  The history of Cendyn is a textbook example of how to build a great business by listening to your customers. As the internet boomed through the early 2000s Deyo and his team noticed that there was a huge skills deficiency in digital marketing amongst hotels and began to offer digital marketing services to help clients grow their direct channel. During our interview with the Cendyn chief, Deyo told Hotel Tech Report that the biggest inspiration for building his empire was Grateful Dead frontman Jerry Garcia.  When asked why, he noted that the Grateful Dead is not just an iconic band but is actually one of the greatest brands of all time. The Grateful Dead brand is so prolific that at its peak it raked in more than $90M per year.  Deyo believes that the Grateful Dead’s success could be attributed to one of Garcia’s core beliefs that is summed up in this iconic quote: “We did not want to just be the best at what we did, but the only ones doing it.” ~Jerry Garcia Deyo has always wanted to innovate ahead of the competition and be the “only one doing it” as an ode to Garcia.  When Deyo started Cendyn there were few (if any) online platforms facilitating group business RFPs in hotels and he wanted eProposal to be the only one doing it.  While others were busy copying his recipe for success, Deyo was pioneering the concept of hotel CRM to provide actionable marketing insights where hotel marketers previously lacked any tools to make data driven marketing decisions. Cendyn is yet again pushing ahead with plans to change the way hotels leverage CRM systems within their businesses.  Historically, the hotel CRM sits within the marketing function but Deyo and his team believe it will become much more operational in the future and Cendyn is focused on pioneering the ways hotels leverage CRM systems for operations and not just marketing. Related article: "Super Angel" Dave Berkus on the convergence of PMS, CRS and hotel CRM Deyo believes that hoteliers, too, can benefit massively from living by Jerry Garcia’s credo.  The hotel industry is one of the most competitive in the world and in order to stand out hoteliers must find unique ways to can add value for hotel guests, shareholders and staff.  In this exclusive interview we spoke with Cendyn CEO Charles Deyo about the competitive advantage enjoyed by hotel technology early adopters, the evolution of hotel CRM as an operational tool and more. Power couple Charles and Robin Deyo co-founded Cendyn together What was your background prior to starting Cendyn? Before starting Cendyn I had many years of hospitality experience including 13 years at Hyatt Hotels as Regional Controller and AVP of Sales and Marketing, 3 Years at Kerzner International as Senior Vice President during the development of Atlantis in the Bahamas and 3 Years as Regional Vice President at Boca Resorts (which also owned The Biltmore and Registry Hotels). Tell us about the Cendyn founding story. After spending 20 years in the hotel industry, I realized that hotels needed software solutions to run their business better. We developed solutions that eliminated the pain points for hotels and drove sales and marketing performance. When Robin and I started Cendyn in 1996, the Internet bloomed in front of us and we decided to use this new medium to develop web-based tools that could help the industry we had worked in for years run their businesses better. The first product we brought to market was eProposal, which is still the industry leader almost 20 years later as part of the Cendyn Hotel Sales Suite. Back then, I did it all, from being the programmer to the accountant and everything in between. We were a small, family-run tech firm. After expanding into hotel CRM and digital marketing, (we were one of the early trailblazers in these areas for the industry), the momentum kept going as we won some of the biggest brands and best hotels in the world as clients. That really amped up with the investment from Accel-KKR a few years ago that gave us opportunities to open new locations, acquire companies and accelerate product innovation. Today, we’re lucky to have over 30,000 hotel clients using our solutions. Who was Cendyn's first customer? Frank Calaguire at Starwood. Frank and I worked at Hyatt together and we deployed our first SAAS solution (Cendyn eProposal) at The Westin back in the 90’s. Frank was a good friend and the Managing Director at Westin Copley Place. eProposal is now in over 22,000 hotels worldwide. The hotel tech market is incredibly competitive, how does Cendyn stand out? Cendyn is a cloud-based software and services provider that develops integrated technology platforms for driving sales and marketing performance in the travel and hospitality industry. The Cendyn Hospitality Cloud offers the most complete set of innovative software and services in the industry, covering hotel marketing, guest engagement, group sales, and event management. Cendyn's eInsight CRM is more than a marketing tool and delivers operational insight Who is one mentor that has made a big impact on your entrepreneurial journey? This is probably not one you hear everyday in hotel tech interviews but The Grateful Dead has had a huge influence on my perspective both personally and within the realm of entrepreneurship.  Jerry Garcia said: “We did not want to just be the best at what we did, but the only ones doing it.” Most people don’t realize that the Grateful Dead was one of the most successfully marketed bands of their time and turned their brand into a cash cow which generated $95 million a year at one point. What's one commonly held belief that most hoteliers believe to be true that is actually wrong? Hoteliers believe delivering personalized experiences is hard. I have always looked at technology as an enabler for innovation. With the right enablers, hoteliers can take advantage of technology to make personalization easy, which is one of the cornerstones of our eInsight CRM product. I think either hotels don’t know where to start with their data, or they haven’t democratized access to the right people who can leverage it to drive home personalization. Hotels that standardize 2-way communication among systems and make data integrations a priority are the ones able to break through and outperform in personalization. Information is more relevant, robust and customized when all the systems are speaking to the touchpoints guests have in the journey. What's the most surprising thing you've learned about scaling technology into hotels since founding Cendyn? I was always surprised that standardized integration took so long for our industry. Today, we integrate to hundreds of hotel systems which is key to getting a true 360-degree view of your guest. There are hotels leading the way in how they use technology integrations and those at the other end of the spectrum, but what we do see day-in-day-out is in those hotels that have done so, they have an improved ability to; send the right message to the right guest, through the right channels; gain a clear understanding about the history and preferences of each guest in real time regardless of how they booked; empower their guests to receive information and communicate in the ways that work for them; and deliver the best kind of service, whether it be human interaction or through the use of technology. How do you see hotel tech changing in the next 5-years? We will see more intelligent use of data with AI and bots to further leverage the guest experience. Because of more integrations between technology systems and a higher flow of data between platforms, bots and AI will increase in learned automation and intelligence that can deliver more of the right messages, at the right time through the right channel. We’re in the process of breaking new ground with CRM technology as the core with bots and AI serving based off centralized intelligence. In five years, it will all evolve around the model of a central global profile for guests that references a sophisticated rolodex of data to help serve the customer’s desire for personalization at every touchpoint. Bots will make recommendations, personalize communications and adjust service algorithms in real-time based on data points. CRM will no longer be seen as a marketing function, but rather an operational tool that intelligently orchestrates how everyone interacts with a guest. For Cendyn specifically, we will continue to grow our organic revenue at 20% year over year, along with continued evaluation of M&A opportunities. Do you have any new products or feature launches? As we continue to operationalize CRM for hotels, our latest release of eNgage allows for more sophisticated algorithms that anticipate varying engagement opportunities with hotel guests that, in turn, alert hotel staff. We have a lot of hotels using this solution with great success for personalization, including our client TFE Hotels, headquartered in Australia. They’ve got eNgage across their international hotel group in Australia, New Zealand, Germany, Denmark and Hungary. What advice do you have for hoteliers in this economy? Adopt more technology. Even with all the strides the hotel industry has made, it is still behind other industries. Technology must have an ROI by driving sales and marketing performance. With eInsight, our CRM product, we drove an average 33X ROI for our hotel customers in 2018.  As the economy hits an inevitable slow down, technology will determine the winners and losers.   What's one piece of advice that you have for any entrepreneurs looking to get into the hotel tech space? Keep it simple. Make it valuable. This has been a mantra of Cendyn from the beginning of our company. What is the best book you've read lately? I think we are experiencing significant generational differences due to technology, social media and the varying thought processes. Given that, I thought “Sticking Points” by Haydn Shaw does a great job of explaining how we can make this work with our evolving business teams. Great people working in harmony make great companies. What is your favorite podcast Cendyn’s upcoming podcast series, of course. What is one thing that most people don't know about you? I play guitar and am certified in scuba diving. I plan to play the underwater music festival in Big Pine Key, FL next year. I also meditate under a pyramid on life and business opportunities when needed.

Load more

Recent Email Marketing & Hotel CRM News & Community Updates

Revinate and GCommerce Announce Partnership to Help Hoteliers

Revinate

SAN FRANCISCO - Revinate, the software as a service (SaaS) company that helps hotels make the most of every guest, today announced a partnership with GCommerce, a leader in hospitality digital marketing services. Together, the companies can offer their clients a complete suite of digital marketing solutions to capture guest bookings throughout the entire traveler lifecycle, from discovery to booking to return visit. Kelly Robb, VP of Marketing and Growth at Revinate says, "Getting guests to book direct is harder now than ever before given the digital acumen of OTAs. Hotels need a strong partner, like GCommerce, to level the playing field and ensure that they can compete and win. With the addition of services around Revinate Marketing, GCommerce can provide clients with the industry's most powerful CRM, to ensure that the first booking will not be the last." "We have looked at a lot of guest data and email marketing solutions and I am excited to be able to offer Revinate Marketing to our customers," says Lindley Ferris, SVP Marketing at GCommerce. "In addition to being able to segment by audience and serve the most relevant emails, the data from Revinate Marketing will help us better understand our clients' guests to improve our overall marketing efforts." Aparium Hotels is one of the first companies to leverage both GCommerce's services and Revinate's software. Jenna Reed, Creative Director at Aparium Hotels, says, "As a joint customer, I'm excited to see Revinate and GCommerce working closely together to drive revenue on behalf of their clients. Both companies deeply understand the industry and the pressure on hotels to drive direct bookings. Both companies have been incredible partners and have given us the tools and expertise we need to hit our revenue goals."

Load more