The challenge
Most multi-property brands centralise their reporting. This group needed the opposite — recovered revenue tracked separately for every individual resort, so each property could see its own number. On top of that, they wanted recovery to do more than remind: to read what a guest had abandoned and respond to it, and to turn high-intent travellers into a sales pipeline rather than just a booking.
What changed
A campaign per property, reporting per property
Fully customised recovery campaigns for each of the twenty resorts, each carrying its own branding while keeping revenue reporting cleanly separated.
Offers that respond to what was abandoned
Conditional content sets the incentive by behaviour — guests abandoning multiple nights see one offer, those leaving a specific room type see a tailored upgrade or discount. Guests who match no criteria simply get the standard reminder.
Recovery as a lead channel
Vacation packages are promoted inside the sequence, turning abandoned bookings into sales leads. Email one stays focused on recovering the original booking, since it converts best; emails two and three layer the promotion in.
The results
$235K
in direct booking revenue recovered
12%
average booking recovery rate
56%
average email open rate
Measured over a 30-day window across twenty properties, with recovered revenue reported per property. Customer anonymized at their request.
