The challenge
Like most hotels with a direct booking site, this resort had too many visitors starting a reservation and leaving before finishing it. For an independent property, every one of those is a booking that either goes to an OTA at a commission or does not happen — and there is no in-house team to chase them.
What changed
Booking engine integration
CartStack connects to the property's booking engine to capture the visitor's abandoned booking data and inject it into the reminders dynamically.
Reminders built from the actual reservation
Each email carries the dates, room type and rate the guest was looking at, so the reminder restates a specific decision rather than a generic prompt.
Three timed emails, no staff time
A three-email sequence runs automatically against anyone who started a booking and left. A 15.7% recovery rate on 115 abandons, with a 0.3% unsubscribe rate.
The results
$23.6K
recovered in 30 days
15.7%
of abandoned bookings recovered
52%
average email open rate
Measured over a 30-day window across 115 abandoned bookings and 252 recovery emails. Customer anonymized at their request. Return on investment compares recovered revenue to CartStack subscription cost only.
