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Revinate Is Helping More Than 30,000 Hotels Worldwide Reinvent The Guest Experience

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Revinate, a San Francisco-based software as a service (SaaS) company recently announced that more than 30,000 customers have selected Revinate for its superior services, which include reputation management, guest satisfaction, email marketing, customer relationship management (CRM), and on-site guest engagement. Below is our interview with Carrie Murphy, a Marketing Specialist at Revinate.


Q: Revinate helps hotels reinvent the guest experience, could you tell us something more about the company?

A: Imagine what a hotel stay could look like if your hotel truly knew you as a customer. Think about how they could personalize your stay and their offerings to you if they had some idea of what you like and dislike. Or, what if they offered you special perks as a loyal customer that were relevant to your specific interests?

At Revinate, we believe that guest knowlege is the key to creating these valuable relationships between a hotel and its customers. We’re a San Francisco-based software as a service (SaaS) company with more than 30,000 customers worldwide, and our mission is to help hotels use their data to deliver custom experiences.

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Q: Can you give us more insights into your products?

A: We have four primary products for hotels: Revinate Reputation™, Surveys™, Marketing™, and Engage™.

Revinate Reputation allows hotels to operationalize guest feedback by bringing together all online reviews and social media mentions into a single, integrated view. In-depth reporting and sentiment analysis technology then allow hoteliers to see trends in this feedback data, so they can make informed operational improvements and continue a cycle of positive feedback.

Revinate Surveys enables hotels to proactively request feedback while also collecting reviews to share on sites like TripAdvisor. Boosting review volume can have major impact for hotels. Revinate customers who choose to share their feedback see an average improvement of 15% in their TripAdvisor ranking, which improves visibility. This is especially important on TripAdvisor, which has the largest volume of reviews of any review site, according to our customer data.

Revinate Marketing pairs guest data from Revinate Rich Guest Profiles™ with a sophisticated and easy-to-use marketing automation platform so hoteliers can segment their guests and create their own targeted email campaigns in minutes.

Revinate Engage supports on-site guest engagement by helping hotels provide a superior guest experience with mobile communications channels and a centralized request management system.

All of these products are set up as building blocks that, when used all together, add up to full guest engagement. At the core of all of the product building blocks are Revinate Rich Guest Profiles™, an industry first, which tie together guest data traditionally found in disparate sources, so hotels get a clear picture of guests’ needs, preferences, and interests. Each product in the building blocks provides exponentially more access to Revinate’s rich guest data.


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Q: What makes Revinate a good choice?

A: A number of things make us a great choice for hoteliers looking to improve the guest experience, drive direct bookings, and increase revenue. We could talk about the quality of our technical integrations and how easy it is to use and see results with our product. But, one standout for our company has always been the quality of support and partnership our customers get from us as a team. Time and time again, customers tell us that our team makes it easy to get onboarded, discover best practices, and get a quick answer on any questions they might have.

Q: What can we expect from Revinate in the future?

A: Expect us to change the way hotels engage with guests into a smarter, more personal interaction. We are constantly innovating with the goal of helping our customers know more about their guests so they can identify their most loyal guests and extend personalized offers to them. This has huge benefits for hotels as businesses, because loyalty means more direct bookings, which allows the hotel to spend less money on distribution fees and keep more of its hard-earned revenue.

The personalization theme also extends to our customers’ use of our product. Our hotel customers are extremely busy, so it’s important for them to have an easy, at-a-glance way to quickly evaluate their metrics, on their own terms, and take action to stay on top of improving their overall reputation and ability to drive direct bookings.

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Q: What’s the achievement Revinate is most proud of?

A: We’re very excited that Revinate Marketing has been able to help our customers generate more than $1M in directly booked room revenue so far this year. Hospitality is a highly competitive market with shrinking profit margins, and we prioritize being able to help our customers optimize their business and leverage their guest data to generate revenue when faced with those challenges. It’s one of the reasons we were named the “Most Innovative Established Company” at the 2015 Phocuswright Travel Innovation Summit.

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