Targeted Personalised Marketing and Direct Booking: A Winning Combination

Targeted Personalised Marketing and Direct Booking: A Winning Combination

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In the ever-evolving landscape of the hospitality industry, hotels and accommodation providers are constantly seeking innovative strategies to drive direct bookings and increase their overall revenue. One such strategy that has been gaining momentum and yielding impressive results is the use of targeted personalised email marketing. This approach not only helps boost bookings but also improves the guest experience and builds guest loyalty. In this article, we’ll explore how targeted personalised marketing and direct booking can be a winning combination for hoteliers.

What is Targeted Personalised Email Marketing?

Targeted personalised email marketing is a marketing strategy that involves sending customised emails to specific segments of your audience based on their preferences, behaviours, and past interactions with your brand. Instead of sending generic, one-size-fits-all messages to your entire email list, you tailor your emails to individual recipients, making the content and offers more relevant to their interests.

The Power of Personalisation

The key to the success of targeted personalised email marketing lies in the power of personalisation. When guests receive emails that are tailored to their preferences and needs, they are more likely to engage with your messages and take the desired actions, such as making a direct booking. Here’s why personalisation is so effective:

  1. Improved Relevance: Personalised emails are more relevant to the recipient, increasing the likelihood that they will read the message and take action.
  2. Enhanced Guest Experience: When guests receive offers and information that match their preferences, they feel valued and appreciated, leading to a better overall experience.
  3. Increased Conversions: Personalised content, including special offers and recommendations, can significantly boost conversion rates, driving more direct bookings.
  4. Building Guest Loyalty: Guests are more likely to return and become loyal customers when they feel a personal connection with your brand.

The Benefits of Targeted Personalised Marketing

Now that we understand the power of personalisation, let’s dive into the specific benefits of targeted personalised marketing in the hotel industry.

  1. Higher Conversion Rates: By sending personalised emails with offers and content tailored to the recipient’s interests, you can significantly increase the likelihood of converting email recipients into direct bookings.
  2. Improved Guest Experience: Guests appreciate receiving relevant and timely information. When they receive personalised emails, they feel like you understand their needs and preferences, which leads to an enhanced guest experience.
  3. Enhanced Brand Loyalty: Personalisation fosters a strong emotional connection with your brand. When guests feel appreciated, they are more likely to become loyal customers who return to your hotel for future stays.
  4. Data-Driven Decision Making: Targeted personalised email marketing relies on data analysis to segment your audience and send relevant messages. This data-driven approach helps you make informed marketing decisions and continuously refine your strategy.

Driving Direct Bookings with Personalised Marketing

Direct bookings are a boon for hoteliers as they eliminate the need to pay third-party booking platform commissions. By utilising targeted personalised marketing, you can encourage more guests to book directly through your website or direct booking engine.

Here’s how to drive direct bookings using personalised marketing:

  1. Segment Your Audience: Use data and guest profiles to segment your email list. This segmentation helps you tailor your messages to different guest preferences, whether it’s leisure travellers, business professionals, or families.
  2. Send Personalised Offers: Create personalised offers and incentives that resonate with each segment. For example, offer exclusive discounts to business travellers during peak conference seasons.
  3. Leverage Guest History: Utilise guest data to send tailored recommendations based on their past stays. If a guest frequently books suites, send them offers for suite upgrades or packages.
  4. Timing Matters: Send your emails at the right time. For instance, send last-minute offers to guests who have a history of making impromptu bookings.
  5. Sell Value: Instead of giving a discount, offer exclusive benefits and rewards for direct bookings, fostering guest loyalty.

Improving Guest Experience through Personalisation

Targeted personalised marketing doesn’t stop at driving direct bookings; it also plays a pivotal role in enhancing the guest experience.

  1. Welcome and Post-Stay Emails: Send personalised welcome emails to guests before their arrival, providing them with useful information about their stay. After their departure, follow up with a post-stay email to gather feedback and offer incentives for their next visit.
  2. Personalised Recommendations: Suggest local attractions, restaurants, and activities based on the guest’s interests, allowing them to make the most of their stay.
  3. Special Occasion Recognition: Send personalised messages and offers to guests celebrating special occasions such as birthdays or anniversaries during their stay.
  4. Feedback and Surveys: Gather feedback from guests through personalised surveys, allowing you to address any concerns promptly and improve your services.

Building Guest Loyalty through Personalised Marketing

Guest loyalty is a valuable asset for any hotel. Loyal guests not only return for repeat stays but also become advocates for your brand. Here’s how targeted personalised marketing contributes to building guest loyalty:

  1. Exclusive Loyalty Offers: Reward loyal guests with exclusive offers and discounts, highlighting the number of times they have stayed with you.
  2. Personalised Communication: Address loyal guests by their first name and acknowledge their loyalty with personalised messages of gratitude.
  3. Surprise and Delight: Occasionally surprise loyal guests with unexpected perks or upgrades during their stays, showing your appreciation for their continued support.
  4. Tailored Content: Send loyal guests newsletters and updates that cater to their specific interests and preferences.


Targeted personalised email marketing is a powerful tool that can help hoteliers drive direct bookings, increase overall revenue, improve the guest experience, and build guest loyalty. By understanding the preferences and behaviours of your guests and tailoring your marketing efforts accordingly, you can create a win-win situation where both your hotel and your guests benefit. As the hospitality industry continues to evolve, embracing this strategy through the use of technology is essential for staying competitive and thriving in the market. So, start personalising and see your hotel’s success soar to new heights.

About KAI

In the current landscape of the hotel industry, guests seek a distinct and tailor-made experience. The suite of guest experience solutions offered by KAI empowers hotels to redefine their guest experience, boost earnings, optimise marketing efforts and cultivate brand loyalty.

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