CASE STUDY

Global Hotel Chain: Marketing Cloud for Loyalty Member Personalization

A global hotel chain built loyalty-member personalization on Marketing Cloud. Repeat-stay rate up 18%; cross-brand stays up 27%.

May 9, 2026 · 2 min read · By admin

At a glance

Industry: Hospitality
Topics: Marketing Cloud · Salesforce
Published: May 2026
Headline outcome: 18% Repeat-stay rate: up 18%

Measured outcomes

What this programme actually delivered.

18%

Repeat-stay rate: up 18%

27%

Cross-brand stays: up 27%

Loyalty engagement: 3× pre-deployment

Personalization across 14M+ members

The challenge

A global hotel chain’s loyalty programme had millions of members but generic communications. Cross-brand engagement (the chain’s strategic priority) was low.

What we built

Marketing Cloud personalization based on stay history, brand affinity, and travel patterns. Cross-brand recommendation engine. Lifecycle journey covering booking → stay → post-stay → next-stay.