Las Terrazas Resort boosts bottom line with personalized emails

Las Terrazas Resort

Las Terrazas Resort, Ambergris Caye, Belize, partners with Digital Alchemy for customer relationship management, guest communications and hotel email marketing. As soon as a guest makes a deposit, Digital Alchemy's hotel email marketing system responds with an attractive personalized message. Travelers can immediately begin to peruse on-site amenities and island activities.
"We communicate with guests one-on-one around the world to convey our spirit of adventure," said Carolyn Stone, Las Terrazas director of sales. "Most guests book directly from our website or by phone. The site has become more popular in the last three years. But most luxury travelers still enjoy the confidence of confirming arrangements through human contact. And Las Terrazas values the opportunity to have a personal relationship with each guest."
Once guest data is recorded in the resort’s property management system, Digital Alchemy goes to work to strengthen the guest relationship. Digital Alchemy also captures guest contact information from the resort’s OTA reservations.

"This establishes seamless guest communications from pre-arrival to post-visit with customized email messages," Stone said. "Our pre-stay ‘welcome’ email acts as a hotel marketing piece that guests value. Since we are a true destination resort, guests book their stay well in advance. When they are aware of all the amenities we offer before they arrive, guests respond by adding to their activities. This is a win-win process that generates revenue and helps our bottom line. Digital Alchemy also automatically sends guests a post-stay ‘thank-you’ email with an eSurvey so we can keep service and amenities up to travelers' expectations.”
Las Terrazas provides the content and color scheme for email design. Digital Alchemy builds the graphics—with the resort team's oversight—branded to reflect the look and feel of the property and its website.