When implementing MyStay, hotels usually start using our recommended communication templates, suggested frequency and guest journey flow. And the guests engagement usually goes to 45%+ from day one.

This time our new client [hotel chain with small properties], who replaced competitor for our solution, wanted to use the software the same way as he did the competitors and didn’t want to use the recommended flow.

What came back was, that MyStay hasn’t been able to engage more than 19% of guests – at best! Some of the properties were at 5% -11% engagement rate = pure disaster.

BUT, this disaster helped us convincing the hotel manager to try out our tips, templates and flow with at least two of their hotels. And the result? FANTASTIC. Since the change, we are keeping an average of 70% guests engagement rate and growing.

The #software is a tool, and as with any tool, in order for it to generate desired outcome, it needs to be used properly.

The actual key to success is the #knowhow, #experience and understanding of the #guestjourney.

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