How Can Hotels Use Personalization to Attract and Retain Guests?

By Brianna Wenner

Personalization is a major component in engaging today’s travelers. In fact, 69% of travelers are more loyal to a travel company that personalizes their experiences online and offline (Think with Google.) Consumer data presents hotels with numerous opportunities to personalize offerings to increase the likelihood of conversion and repeat business. Here are a few ways hotels can use data to personalize content for new and returning guests:

Special content/offers

Based off of data gathered about a consumers’ interests, hotels can show them specific content that’s more likely to catch their eye. For example, if it’s known that the traveler is an avid golfer, presenting them with a package pertaining to your hotel’s golf course is more likely to convert them than a package promoting your spa.

Provide Recommendations

Brand loyalty can be maintained and increased by providing useful recommendations based off of travelers’ preferences. If the traveler has a history of purchasing scuba trips, recommending a scuba excursion at check-in can build loyalty and potentially earn revenue for your hotel.


Personalization can also be used to upsell guests and earn additional revenue for your property. For example, if we know that a couple is planning their honeymoon trip, offering add-ons like champagne and roses when they book would be appropriate.

Relevant Options for Returning Guests

Once a guest has already stayed at your hotel, you can better anticipate their needs when they come back to stay again. An example of this could be giving someone a corner room who requested a corner room in the past.

ICE Portal helps clients manage and distribute visual content to over 11 million unique visitors a month on 1,000s of travel and local websites around the globe in nine languages. To know more about us visit our social profiles on Facebook, Twitter, LinkedIn or Google+; visit ICEPortal, or give us a call at (+1)954-893-6778. We would love to hear from you!

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