Guest Personalization — Tailored Stays
From “one‑size‑fits‑all” to “built‑for‑me.” Our real‑time personalization layer transforms each touch‑point—website, app, kiosk, room TV—into a private concierge, lifting direct revenue 15 % and boosting loyalty while guests rave about the bespoke vibe.
Industry
Hospitality & Travel Tech
Service
Guest‑360 CDP · AI Recommendation Engine · Omnichannel UX · PMS/CRM Integrations
Team Setup
1 Experience Strategist · 2 Data Scientists · 3 ML Engineers · 3 UX/UI Designers · 4 Full‑Stack Devs · 2 Integration Specialists · 2 QA · 2 DevOps
Timeline
7 Months
Story
Goal
Create a guest‑360 personalization engine that would:
- Raise ancillary‑revenue conversion and ADR by 15 %, matching Deloitte’s revenue‑uplift findings for personalized hotel offers.
- Push repeat‑stay rate up 9 pp via loyalty‑aware content.
- Deliver one‑click upsells and in‑stay nudges across web, mobile, email, and in‑room devices—in ≤ 150 ms.
- Meet GDPR, CCPA, and PCI while syncing with PMS, CRS, and POS in real time.
Challenge
Data fragmentation, static offers, and “creepy factor” risk limited personalization’s potential:
- Data silos—loyalty CRM, PMS, spa POS, F&B all in separate clouds.
- Static offers—families and solo nomads saw the same spa banner.
- Mobile abandonment—booking drop‑off 52 % when irrelevant add‑ons appear.
- Trust & privacy—guests wary of creepy “we know your birthday” vibes.
- Latency ceiling < 150 ms for personalization API to feel instant.
- Global scaling—10 languages, multi‑currency rates.
Our Approach
Discover
Mined three years of PMS + web analytics; 63 % of cart abandons traced to irrelevant upsells.
Design
“Surprise & Delight” framework; prototype widgets A/B‑tested with 50 K site visitors—direct conversion +12 %.
Deploy
Real‑time CDP on BigQuery + Redis Cache; GraphQL API returns tailored bundle in 120 ms; blue/green by property cluster.
Key Modules Engineered
Each piece of the personalization puzzle—unifying data, predicting preferences, and delivering experiences at sub‑second speeds.
Ingests PMS, POS, CRM; 1 B events/day.
XGBoost + GPT‑4o ranker; ADR +15 %.
Room, spa, dining widgets; upsell take‑rate +24 %.
Predicts high‑value add‑ons; open +34 %, CTR +18 %.
Greets by name, shows loyalty perks; NPS +11 pts.
15 locales; LEP upsell CTR +13 %.
Honeymoon vs biz traveler bundles; RevPAR +5 %.
Auto‑applies perks & targeted upgrades.
120 ms P95 response worldwide.
Opt‑out & GDPR delete in < 60 s.
60+ experiments; only uplifts ship.
Live ADR, upsell, churn heat‑maps.
User Research Insights
Personalized hotel experiences can raise revenue by up to 15 % (Deloitte). Hotel Technology News
75 % of hotels plan to leverage AI for personalized pricing/offers by 2024. HFTP
AI‑personalized upsells lift conversion 23–30 % on spa & dining. Hospitality Technology
Technology Stack
A/B‑Test Wins
ROI / Business Impact
Outcome
One portal, infinite experiences—every guest sees their perfect stay, fueling 15 % ADR uplift and unlocking deeper brand loyalty.
Revenue & Growth
- ADR +15 %, RevPAR +12 %.
- Upsell revenue +24 %; direct‑channel share +10 pp.
Guest Experience
- Personalization satisfaction 94 %; NPS +11 pts.
- Average in‑app engagement time 3.7 × longer.
Operational Efficiency
- Marketers cut manual segments 80 %; 60 % fewer promo blasts.
- Real‑time CDP reduces data sync lag from hours to 2 min.
Brand Impact
- Featured by Hospitality Tech as “Top AI Personalization Roll‑out 2025.”
- Loyalty enrolment rate up 17 % quarter‑over‑quarter.
Feature Highlights
AI Recommender
Dynamic Tiles
Pre‑Stay Email
In‑Room Personalization
Loyalty Hooks
Real‑Time Translator
Edge‑Cache API
Privacy Panel
A/B Harness
Insight Cockpit
Group Personas
Weather/Event Boosts
Voice Assistant Sync
OTA Rescue Ads
Smart Push
Ready to tailor every stay—and watch ADR climb?
Book a personalization sprint—we’ll sync your data sources, deploy AI offers, and prove ADR lift in 45 days.