Small Luxury Hotels of the World's approach to guest centric personalization

Small Luxury Hotels of the World is the most desirable community of independently minded travelers and independently spirited hotels in the world. Each of the hotels in more than 90 countries have been personally visited, verified and vetted.

With just 50 rooms on average, Small Luxury Hotels of the World properties are able to offer secluded, discrete options with the highest standards of luxury and guest wellbeing. The brand's team strives to offer tailor-made experiences through their properties, and recognize that this experience starts from the moment a visitor lands on the website.

The Objective

Small Luxury Hotels of the World has been working with The Hotels Network (THN) since March of 2022.

Continuously seeking new ways to personalize the website user journey, their team turned to THN to assist them in further enhancing the online guest experience.

Inspired by THN's innovative and customer-focused approach, the team's primary objective through this partnership was to enhance conversion rates by improving the direct booking experience from the moment visitors land on the hotel website.

The Solution

Small Luxury Hotels of the World leveraged various tools from THN’s extensive full-stack growth platform, including features such as Exit Messages, Price Comparison, and Predictive Personalization to achieve their goal.

1. The "Suite Deal" campaign strategically targeted low-intent users with high spend potential, offering a compelling 20% discount on suites.

2. The “Spa” and “Gourmet” campaigns were crafted to capture the interest of guests inclined towards premium offerings, targeting website visitors with high intent to book and high spending potential.

3. Saved Search was introduced for users that weren’t ready to complete their reservations in the moment, allowing them to save their search and receive it via email for future reference.

The results showed that by leveraging THN’s suite of Conversion and Personalization products, including Predictive Personalization’s machine learning algorithms, Small Luxury Hotels of the World significantly boosted conversion rates, bookings, average booking value (ABV), and overall revenue. Download the case study to explore the complete strategy that enhanced their direct channel success.