Abigail’s Hotel is a boutique, adults-only property in Victoria, British Columbia, set within a historic Tudor-style manor. Blending classic European charm with modern comforts, the hotel offers an intimate and elegant experience designed for guests seeking a refined and peaceful stay.
It is known for its personalized service, individually designed rooms, and tranquil gardens, creating a warm and welcoming atmosphere for couples and leisure travelers. Located close to Victoria’s Inner Harbour and cultural attractions, Abigail’s Hotel provides a distinctive boutique alternative for guests looking to explore the city while enjoying a quiet and exclusive retreat.
The Objective
Through its partnership with The Hotels Network (THN), Abigail’s Hotel introduced Predictive Personalization into its direct booking journey.
By leveraging machine-learning models, THN enabled the hotel to analyze visitor behavior in real time and predict which users were most likely to convert. The strategy focused on activating personalization where it would drive the greatest incremental impact, increasing bookings while minimizing unnecessary discounting.
The Solution
Abigail's Hotel introduced Predictive Personalization into its direct booking journey to convert hesitant visitors without discounting broadly.
Using AI-powered algorithms, the hotel assigned each user a value score based on their likelihood to book. This made it possible to identify low-intent visitors and engage them with a discount, while medium and high intent users continued their booking journey without any incentive.
By focusing promotional efforts only where they could influence behavior, Abigail's Hotel preserved rate integrity and avoided unnecessary discount exposure across the full booking journey.
This strategy achieved a +75% year-over-year uplift in conversion rate and +77% growth in total bookings while maintaining rate integrity and keeping promotional spend under control.
Working with The Hotels Network has helped us take a more intelligent and efficient approach to our direct booking strategy. Predictive Personalization allowed us to engage guests in a more relevant way, focusing incentives only where they made a real difference.
The results clearly demonstrate the value of intent-based personalization in driving incremental bookings while maintaining control over our promotional strategy. It’s a partnership defined by expertise, flexibility, and measurable impact.
Allison Fairhurst General Manager Abigail’s Hotel
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