Cloudbeds Guest Marketing - More Than Hotel CRM

FAQ

What is Cloudbeds Guest Marketing solution?

Cloudbeds Guest Marketing is the latest addition to a comprehensive solution set under Marketing & Distribution and will soon be part of the Cloudbeds Revenue Marketing Suite, a platform that unifies revenue management, Guest Marketing, and digital marketing. It offers powerful customer relationship management functionality and marketing automation, specific to the hospitality industry, that helps drive better guest interactions that foster customer loyalty.

By breaking down silos and placing revenue and marketing campaigns at the core of hotel strategy, it empowers hospitality businesses to work smarter, drive demand, and maximize profitability at all stages of customer journey, from potential customer to loyal fan.

How does Cloudbeds Guest Marketing use automation to improve the guest experience?

Cloudbeds Guest Marketing leverages automation to enhance the guest experience primarily through its Guest Data Platform (GDP) and its integration with the Property Management System (PMS). The GDP automates the cleansing, de-duplication, and segmentation of guest data, enabling hotels to create highly targeted and personalized marketing campaigns that power better customer engagement. This automation allows for tailored communication across multiple touchpoints of the guest journey, such as birthday emails or stay-based qualification emails, which fosters guest satisfaction and loyalty.

By providing a comprehensive view of guest data, including history and attributes, Guest Marketing empowers hotel staff to prioritize valuable guests and deliver personalized service throughout their stay, ultimately improving the overall customer experience and minimizing time spent on reputation management.

What are the key features of Cloudbeds Guest Marketing software?

1. Designed for hotel chains and groups

Master Guest Profile: Unified, de-duplicated profile aggregating data from all properties for cross-selling and targeted email marketing.
Shareable Email Templates: Ensure brand consistency across all properties.
Aggregated Reporting & Analytics: Brand-wide or individual property performance insights.
Evergreen & Drip Campaigns: Engage loyal guests and increase lifetime value across the portfolio.

2. Total View of the Guest

Historical Data & Profile Enrichment: Pulls years of PMS data, aggregates and de-duplicates profiles. Continuously updated via PMS. Manual import of external data possible.
Rich Guest Data: Includes check-in and stay history, email engagement, and subscription status.
Lifetime Value (LTV): Tracks total stays, nights, pricing and room service and spend across all properties, plus last stay details.
Guest Profile Search & Filtering: Find specific profiles by property, status, details, or date range.
Robust Data Security & Privacy: GDPR compliance for guest data protection.
Combine Multiple Databases: Integrate WiFi, spa, restaurant lists, website sign-ups, etc., for targeted marketing across segments.

3. Customer Segmentation

Segment & Filter Guests: Create targeted email campaigns based on room type, rate code, location, etc.
Drive Upsell Revenue: Target segments based on rate codes/promotions.
Badges for Profile Enrichment: Add guest interests (e.g., Spas, Family, Wine) for enhanced segmentation and tailored emails/ upsells.
Segmentation by Booking Source: Create OTA win-back campaigns. Encourage direct bookings by capturing emails and automating marketing.
Demographic Segmentation: Target birthdays/anniversaries with customized promotions.

4. Email Marketing & Template Tool

Intuitive drag-and-drop editor: Create customized, responsive emails.
AI powered email personalization: Use guest and reservation attributes in subject, preview, and body.
Save & reuse Campaigns: Share templates across the organization.
Shared ESP server: Faster bulk email delivery, avoids domain burnout.

5. Personalized guest communication & Automated Campaigns

One-time Campaigns: Room offers, events, newsletters, "We Miss You," custom.
Automated Campaigns: Triggered by guest events (e.g., post-checkout).

6. Reporting & ROI Analysis:

Monitor Campaign Performance: Track engagement and revenue to optimize marketing.
Email KPI Overview: See opens, clicks, bookings, and associated revenue.
Email Campaign Performance Visualization: Overview by channel, rate codes, lead times, and time since last stay.
Deeper Guest Understanding: Complete view of loyalty and lifetime value across the organization.
Analyze Guest Behaviors: Track booking windows, length of stay to optimize messaging and offers per segment.
Deliverability & Database Health: Monitor subscription levels within the dashboard to ensure emails reach engaged customers and avoid spam folders.
Export Campaign Contacts & Bookers: Ability to export data.

How do Cloudbeds’ CRM workflows help hoteliers improve guest relationships and loyalty?

Cloudbeds' CRM workflows help hotel management improve guest relationships, customer satisfaction, and loyalty in several key ways:

Personalized communication: By automating the segmentation of guest data based on various attributes (like stay history, demographics, or custom tags), hoteliers can create and send highly targeted and personalized email campaigns and follow-ups. This makes hotel guests feel understood and valued, strengthening the relationship, and ensuring positive guest feedback. Examples include birthday emails or campaigns tailored to past stay preferences.
Enhanced guest recognition: The unified and enriched guest profiles within the GDP provide a comprehensive view of each guest, including their lifetime value and stay history. This allows hotel staff to recognize and prioritize valuable guests, leading to more personalized service during their stay and fostering loyalty.
Targeted re-engagement: CRM workflows enable hoteliers to re-engage past customers with tailored offers and opportunities for future bookings. Automated campaigns like "We Miss You" emails or qualification-based incentives encourage repeat stays and increase customer lifetime value, directly contributing to loyalty.
Improved guest experience: By providing operations teams with insights into their most important guests, the CRM helps ensure these guests are prioritized throughout their stay. Personalized communication and a better understanding of guest preferences contribute to a more positive and memorable experience, fostering stronger relationships, customer support and loyalty.
Streamlined marketing efforts: Automation of tasks like data cleansing, segmentation, and campaign delivery saves hoteliers time and effort, allowing them to focus on building stronger relationships through more thoughtful and targeted interactions. Evergreen campaigns, once set up, continuously engage guests without constant manual intervention.

These workflows make Cloudbeds Guest Marketing stand out from other hotel CRM systems and rank among the best hotel CRMs.

How can Cloudbeds Guest Marketing help hotel groups streamline guest data across properties?

Cloudbeds Guest Marketing helps hotel groups streamline guest data across properties primarily through its Master Guest Profile feature and the underlying Guest Data Platform (GDP). The Master Guest Profile is designed to pull in all customer data from across a hotel group's portfolio of properties into one clean and de-duplicated profile per guest. This centralizes all information related to a single guest, regardless of which property they have stayed at.

The GDP acts as the core of this process, designed to make the selection and extraction of guest data simple and fast. It allows hotel groups to overcome data silos that typically exist when each property manages its guest data independently. By aggregating data from all properties into a unified platform, Cloudbeds Guest Marketing, more than a usual hospitality crm, provides a single source of truth for guest information.