Balboa Bay Resort is a luxury waterfront retreat located in Newport Beach, California, offering guests an unparalleled blend of coastal elegance and California casual charm.
As the only Forbes Four-Star, AAA Four-Diamond resort in the area, Balboa Bay Resort provides a distinctive experience that captures the essence of Southern California’s iconic lifestyle.
With 159 guest rooms and suites, the resort features spacious accommodations, most with private balconies to take in stunning harbor views.
The Objective
Balboa Bay Resort has been collaborating with The Hotels Network (THN) since 2020, leveraging THN’s Conversion and Personalization tools to enhance their online guest experience.
In June 2023, their team decided to explore new opportunities for growth by initiating a trial of THN’s Predictive Personalization platform.
Impressed by the successful trial results, the brand decided to fully implement Predictive Personalization on their direct channel in July 2023. This machine learning-powered strategy further solidified the brand’s commitment to optimizing the direct booking journey.
Smart Note promoting a limited 10% offer for users detected to have low intent to book.
Smart Note showcasing an exclusive 10% discount and valet parking to encourage high-intent users to complete their Suite bookings.
The Solution
By adopting a personalized, data-driven approach using Predictive Personalization, the hotel successfully achieved their goals.
By running a targeted low-intent campaign, Balboa Bay Resort successfully boosted conversions, bookings, and overall revenue. Leveraging a hyper-targeted 10% discount tailored for users with a low probability of booking, the resort effectively transformed casual browsers into confirmed guests who might not have otherwise completed a reservation.
Running the high-intent campaign showed that Balboa Bay Resort managed to increase their ABV (Average Booking Value). By offering a hyper-targeted 10% discount combined with valet parking, the hotel successfully motivated high-intent website visitors to finalize their bookings with Suite reservations
Over the course of one year, Balboa Bay Resort utilized Predictive Personalization with advanced machine learning algorithms, achieving a higher booking engine conversion rate than its local competitors.
The strategy effectively increased bookings and revenue while keeping promotional costs in check.
We are proud to work with an incredible mix of hotel brands who all have one thing in common – belief in the power of growing their direct booking channel.
Read real stories from these innovators in hospitality who are winning back their direct relationship with guests.
H10 Hotels
How H10 Hotels significantly expanded their marketing database by using innovative data capture techniques during key campaigns, resulting in over 31,000 new submissions.
Metro Hotel Marlow Sydney Central increased direct booking conversions by 34% through offering complimentary travel assistance insurance to guests who booked directly on their website.
