Turning Missed Bookings into Stays

Guest communication shouldn’t end with a booking confirmation. Every touchpoint is an opportunity to build trust, share useful information, and create excitement about an upcoming stay. From sending reminders to explaining our compact rooms being the key to unlocking great value prices, there are countless ways to connect more meaningfully with our guests.  

To support this, we’ve launched a new customer engagement platform called Braze, giving us the ability to reach guests through email, app, and website messaging. There are many opportunities ahead to build out great guest comms, and to get started we’ve focused on one of the most valuable moments in the journey: the abandoned basket. 

What does that mean? Sometimes guests begin to book a room online but don’t complete their booking. With this new campaign, those guests who are signed into their Clubbedzzz account when they were considering a booking on our website or app will now receive a personalised email about the stay they were looking up, encouraging them come back and finish their booking. 

Why is this important? At the moment, only around 38% of people who reach checkout go on to confirm a booking. By encouraging website and app users to return to complete their stay, we have a significant opportunity to create more bookings and welcome even more guests across our hotels. 

What’s next? We’ll continue building more ways to connect with our audience, from adding different languages to creating richer and more engaging messages. This is just the start of how Braze will help us strengthen our relationship with guests. For a real example of this in action, take a look at the below.