The challenge
This resort had the same problem as most direct booking sites — visitors starting a reservation and abandoning it. For a seasonal coastal property, abandoned bookings cluster in exactly the weeks when every room matters most, and the alternative to recovering them directly is paying commission to get them back.
What changed
Booking engine integration, built with their partner
Built alongside the resort's hospitality management partner, the integration captures the visitor's abandoned booking data and injects it dynamically into each reminder.
Personalised to the stay, not the site
Reminders carry the specific dates and room the guest had selected, which is what a 60% open rate and a 14% click rate reflect.
A three-email sequence per site
Timed reminders target anyone who started a booking and left, recovering 9% of 389 abandoned bookings in the month measured.
The results
$19.1K
recovered in 30 days
60%
average email open rate
30X
return on investment
Measured over a 30-day window across 389 abandoned bookings and 958 recovery emails. Customer anonymized at their request. Return on investment compares recovered revenue to CartStack subscription cost only.
