Their new approach to upselling and pre-arrival communication reflected this credo and offered travellers an even deeper brand experience.

Immersive guest experience: Nobis Hospitality Group has always focused on creating a fully branded experience throughout the entire guest journey. The company was planning to take a step further by using Oaky to reach out to guests with personalised messages during the pre-arrival phase.

Unique set of offers: The goal was to ensure the right deal always gets in front of the right guest. Nobis was ready to test a variety of new deals to discover which ones their guests prefer.

Visibility of ancillary services: Sebastian Arnshelm, Director of Sales and Revenue Management at Nobis Hospitality Group, elaborates: “Before we began using Oaky, our reception team would highlight some of our ancillary services to guests upon arrival. But there’s only so much time and opportunity to offer add-ons during check-in. Sending out pre-arrival offers gives guests more time to browse and pick the ones they’re interested in. This allows them to create the stay they want well before they even reach the hotel. It also primes travellers for on-arrival upselling because they’ve seen the offers in their email and are more likely to go for one when a front desk agent proposes it.”