Secluded Belize Destination Boosts Its Bottom Line with Personalized Emails
March 29, 2016 – The sun, sea adventure and deluxe accommodations draw guests to Las Terrazas Resort in Ambergris Caye, Belize. But the pampering begins long before travelers sink their toes into the resort’s white sand beach. As soon as a guest makes a deposit, Digital Alchemy's hotel email marketing system responds with an attractive personalized message. Travelers can immediately begin to peruse on-site amenities and island activities that fulfill the tropical trip of their dreams.
Digital Alchemy is the leading provider of hospitality Customer Relationship Management, guest communications and hotel email marketing. It drives revenue with guest communication solutions specifically tailored and personalized for each guest and his or her unique preferences. Ongoing guest communications based on an in-depth understanding of every guest’s needs ensures a 400% ROI on every email campaign. Click here for information on Digital Alchemy.
Digital Alchemy conveys Las Terrazas’ 'one-on-one' service standard long before arrival Las Terrazas is well known as a couples getaway. Its spacious residences—from beachfront sea houses to third-story penthouses—are also perfectly suited for family vacations. The resort attracts 90% of its visitors from the United States, with Texas, California and New York as its top three markets. Adventure seeking travelers who visit the exotic secluded resort on Belize’s coast find scuba lessons, Hobie Cats, kayaks and sport fishing gear among the resort’s favorite amenities. Pleasure seekers can indulge in services at Las Terrazas’ Serenity Spa, enjoy luscious Caribbean Central American cuisine at the stylish O Restaurant and relax with drinks by the infinity pool.
"We communicate with guests one-on-one around the world to convey our spirit of adventure," said Carolyn Stone, Las Terrazas director of sales. "Most guests book directly from our website or by phone. The site has become more popular in the last three years. But most luxury travelers still enjoy the confidence of confirming arrangements through human contact. And Las Terrazas values the opportunity to have a personal relationship with each guest."
PMS interface creates 'seamless' guest communications, via hotel email marketing Once guest data is recorded in the resort’s property management system (PMS), Digital Alchemy goes to work to strengthen the guest relationship. "Digital Alchemy’s system accesses data through a direct interface with our PMS. This establishes seamless guest communications from pre-arrival to post-visit with customized email messages," said Stone. Digital Alchemy also captures guest contact information from the Resort’s OTA reservations. “Digital Alchemy helps us win over our OTA-based guests with hotel email marketing communications that lead to direct bookings for future stays.”
"Our pre-stay ‘welcome’ email acts as a hotel marketing piece that guests value," explained Stone. "Since we are a true destination resort, guests book their stay well in advance. When they are aware of all the amenities we offer before they arrive, guests respond by adding to their activities. This is a win-win process that generates revenue and helps our bottom line. Digital Alchemy also automatically sends guests a post-stay ‘thank-you’ email with an eSurvey so we can keep service and amenities up to travelers' expectations.”
Email campaign results reveal 'excellent' ROI Las Terrazas relies on Digital Alchemy for hotel email marketing campaigns, said Stone. "Digital Alchemy pulls the information from our guest database to create targeted announcements that guests value. The company is flexible and often creates special email messaging if we give them an Excel spreadsheet with names to add to a campaign." Digital Alchemy reports to Las Terrazas on how many people received, opened and responded to each email campaign. "It's an excellent way to track the success and return on investment for each campaign," said Stone.
Responsive customer service 'saves us an enormous amount of work' Las Terrazas provides the content and color scheme for email design. Digital Alchemy builds the graphics—with the resort team's oversight—branded to reflect the look and feel of the property and its website. “The resort managed all of this in-house before it engaged Digital Alchemy and it was very difficult," Stone said. "They take email marketing off our plate. That saves us an enormous amount of time and work. The Digital Alchemy team is always helpful and flexible. They do a great job for Las Terrazas.”
