Hyatt Hotels

Hyatt increased repeat bookings by 18% in a famously fickle industry

Key Facts

  • Hyatt Hotels wanted to increase the number of repeat bookings from first-time visitors of one of their hotels.
  • 40,000 handwritten notes were sent to re-engage with first-time visitors after their stay, thanking them for visiting.
  • The campaign saw a 635% increase in response rates over their traditional direct mail and email campaigns and an 18% increase in repeat bookings.


  • Hyatt saw almost 1 in 5 first-time visitors go on to make repeat bookings.
  • The campaign had a 635% higher response rate than the traditional direct mail and email marketing channels that Hyatt had used previously.
  • The 40,000 recipients were considerably more likely to leave a positive review.

Customer retention
Luxury Travel
18% uplift in repeat bookings
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