Guest Personalization for Luxury Hotel Groups

Typical outcomes for this kind of engagement. Results depend on your data and starting point.

Hotel properties often capture guest preferences in different ways, in the PMS, in notes or only in a concierge's memory, so a guest recognized at one hotel is a stranger at the next.

• Guest preferences captured inconsistently and held per property
• No group-wide view of a guest's history, spend or preferences
• Personalization dependent on which associate is on duty

CloudGate builds a guest experience platform that unifies preferences, stay history, spend and service interactions across every property in Dynamics 365 Customer Insights.

• Unified guest profile across every property, channel and revenue stream
• Associate copilot surfacing preferences and suggestions in the moment
• Pre-arrival, in-stay and post-checkout personalized journeys