15-25%
OTA commission on every third-party booking
Your guests are already yours
They chose your property. They experienced your hospitality. Yet when they leave, most hotels let that relationship dissolve into silence. Strategic email changes this.
The challenge
The OTA paradox
Online travel agencies solved distribution. They also created dependency. Every booking through Booking.com or Expedia costs you 15 to 25 percent in commission. Worse, they keep the guest data.
That guest who loved your property? The OTA owns that relationship now. When they search for their next trip, the OTA shows them your competitors. You pay to acquire the same guest twice. Three times. Indefinitely.
This is not sustainable. The hotels that thrive in the next decade will be those who reclaim their guest relationships and build direct booking engines that compound over time.
2×
Guest lifetime value when you capture their email
$36-42
Return on every $1 invested in hotel email marketing
Email as extended hospitality
The guest journey does not begin at check-in or end at checkout. Every stage is an opportunity to deepen the relationship, drive revenue, and earn loyalty.
Booking
Confirmation that builds excitement and sets expectations
Anticipation
Pre-arrival sequences that upsell and prepare
Stay
On-property communication and real-time engagement
Memory
Post-stay follow-up that shapes recall and captures reviews
Return
Ongoing nurture that drives direct rebooking
The Transformation
Without strategy
The silent hotel
- Generic booking confirmations with no personality
- No pre-arrival communication, missing upsell opportunities
- Post-stay silence or a single review request
- Guests forget your name within weeks
- Every future booking goes through OTAs
- Paying acquisition costs repeatedly for the same guest
With strategy
The remembered hotel
- Booking confirmation that begins the experience
- Pre-arrival sequence generating ancillary revenue
- Post-stay flow that earns reviews and builds loyalty
- Guests anticipate your seasonal messages
- Direct bookings become the default
- Guest lifetime value compounds year over year
How we work together
Three pathways to transform your email programme
Audit & Strategy Blueprint
$997 to $1,997
2 to 3 weeks
A comprehensive assessment of your current email programme with a prioritised 90-day roadmap for improvement.
What you receive
- Complete email programme audit
- Deliverability health check
- Performance benchmarking
- Competitor email analysis
- 90-day recommendation roadmap
- Strategy presentation call
Ideal for properties seeking clarity before larger investment.
Begin with clarityImplementation
$3,500 to $7,500
6 to 8 weeks
Complete email infrastructure build. Platform optimisation, branded templates, core automations, and team training.
What you receive
- Platform setup or optimisation
- 5 to 8 branded email templates
- 3 to 5 core automation sequences
- List migration and hygiene
- Team training session
- 30-day post-launch support
Ideal for properties ready to build or rebuild their email foundation.
Start buildingStrategic Retainer
$1,500 to $4,000 per month
6-month minimum
Ongoing strategic partnership for continuous improvement. Your email programme evolves with your property.
What you receive
- Monthly strategy calls
- Campaign review and optimisation
- Priority email and Slack support
- Quarterly performance reports
- Seasonal campaign planning
- Continuous testing and refinement
Ideal for properties wanting ongoing partnership and compounding results.
Explore partnership
Automations
Sequences that work while you sleep
The right automation triggers the right message at exactly the right moment. Once built, these sequences run continuously, generating revenue and building relationships without manual effort.
Pre-arrival sequence
Build anticipation and capture ancillary revenue. Room upgrades, spa bookings, dining reservations, local experiences. The upsell window most hotels miss entirely.
Post-stay sequence
Shape how guests remember their experience. Capture reviews while satisfaction is fresh. Plant the seed for direct rebooking.
Abandoned booking recovery
Most booking abandonment is not rejection. It is distraction. A well-timed sequence recovers guests who meant to complete their reservation.
Birthday and anniversary
Celebration travel is high-intent and high-value. Automated personal touches that generate bookings during life's milestone moments.
Re-engagement sequence
Dormant guests are not lost guests. Strategic re-engagement brings back travellers who have not visited in 12, 18, or 24 months.
Loyalty tier progression
Recognise and reward your best guests. Automated acknowledgment of milestones that deepens emotional connection to your property.
Free resource
The Hotel Email Audit Checklist
A 88-point self-assessment covering every stage of the guest journey. Discover where your email programme is leaving revenue untouched and relationships unnurtured.
Ready to reclaim your guests?
Let us discuss your property, your guest journey, and how strategic email can transform your direct revenue and reduce OTA dependency.
Book a conversation