How to use Email Personalisation for Hotels to Engage Guests

Mireille • June 5, 2023 • 10 min read

How to use Email Personalisation for Hotels

Welcome to our comprehensive guide on Email Personalization for Hotels! In today’s digital age, email marketing plays a pivotal role in the success of hotel businesses.

This article dives deep into the world of personalized email campaigns, offering actionable insights and strategies to help hotel owners and management drive bookings, enhance guest experiences, and achieve their marketing goals.

Discover the power of tailored communication, learn how to leverage guest data, and unlock the potential of email personalization to take your hotel marketing to new heights.

1. The Advantages of Personalized Email Campaigns

Personalized email campaigns offer numerous advantages for hotels. They enable tailored communication that resonates with individual recipients, fostering a deeper connection and engagement.

By leveraging customer data, such as preferences and past booking history, hotels can deliver relevant offers, recommendations, and exclusive promotions.

Personalization increases open rates, click-through rates, and conversions, leading to higher bookings and revenue. It also enhances guest satisfaction, loyalty, and brand perception.

Embracing personalized email campaigns allows hotels to stand out in a competitive market and create memorable experiences for their guests.

2. Why Email Marketing Matters for Hotels

In the competitive world of hospitality, effective marketing strategies are essential for attracting guests and increasing bookings. Email marketing has emerged as a powerful tool, allowing hotels to reach a wide audience while nurturing existing relationships with past guests.

By leveraging email marketing, hotels can connect with potential guests, share enticing offers, and provide personalized experiences that resonate with individual preferences. This direct communication channel offers a unique opportunity to showcase the unique offerings

3. Understanding the Power of Email Personalization

Email personalization is the practice of tailoring email content and experiences to individual recipients based on their preferences, behaviors, and demographic information.

It goes beyond simply addressing someone by their name; it involves delivering relevant and targeted messages that resonate with each recipient.

The effectiveness of personalized emails is backed by compelling statistics. Research shows that personalized emails have higher open rates and click-through rates compared to generic mass emails. In fact, studies indicate that personalized subject lines alone can increase open rates by up to 50%.

With email personalization, hotels can create a sense of exclusivity and build stronger connections with their audience.

When recipients receive emails that speak directly to their needs and interests, they are more likely to engage with the content, take desired actions, and ultimately convert into bookings.

Building a Targeted Email List

To achieve effective email personalization, it’s crucial to have a quality email list comprising individuals who have shown genuine interest in your hotel. Growing such a list requires strategic efforts.

  • One of the most effective strategies is to utilize opt-in forms on your website. Place these forms strategically, such as on landing pages, blog posts, or even exit-intent pop-ups. Offer incentives like exclusive discounts, special promotions, or access to valuable content to entice visitors to subscribe.
  • Additionally, leverage website pop-ups to capture visitors’ attention and encourage them to join your email list. Experiment with creative designs and compelling messaging to make your pop-ups irresistible.

Remember, building a targeted email list is not just about the quantity of subscribers, but the quality. Aim to attract individuals who are genuinely interested in your hotel and its offerings.

This way, you can ensure that your personalized emails will be well-received and drive meaningful engagement.

Crafting Compelling Subject Lines

Subject lines are like the gateway to your emails. They play a crucial role in capturing the attention of recipients and enticing them to open your messages. Crafting compelling and personalized subject lines is essential for effective email marketing strategies.

  • The significance of subject lines cannot be overstated. It’s the first impression that recipients have of your email, and it determines whether they will open it or simply ignore it. A well-crafted subject line can pique curiosity, evoke emotions, or offer irresistible value.
  • Create attention-grabbing subject lines, consider incorporating personalized elements, such as the recipient’s name or specific details related to their previous stays or preferences. This shows that you’ve taken the time to understand their needs and cater to their individual interests.
  • Experiment with different subject line strategies, such as using questions, creating a sense of urgency, or offering exclusive deals. Remember to keep them concise, clear, and relevant to the content of your email.

By mastering the art of crafting compelling subject lines, you can significantly increase the open rates of your emails and ensure that your personalized messages get noticed and acted upon.

More about Hotel Marketing:
Hotel Marketing Plan
Hotel Advertising Ideas
Google Ads vs Google Hotel Ads
Identify Your Hotel Target Market
Hospitality Marketing
Hotel Marketing Strategies

4. Segmenting Your Audience for Personalization

In the realm of email marketing, audience segmentation is a powerful technique that allows hotels to divide their subscriber base into distinct groups based on specific characteristics.

By segmenting your audience, you can tailor your email content and offers to each group’s unique needs and preferences, leading to more relevant and impactful communication.

The Importance of Audience Segmentation in Email Marketing

Segmentation is crucial because not all guests have the same interests, preferences, or behaviors. By treating your entire email list as a homogenous group, you risk sending generic messages that may not resonate with individual recipients. This can lead to disengagement and missed opportunities for conversions.

Segmentation allows you to deliver highly targeted content that speaks directly to the interests and desires of each segment. By understanding the distinct characteristics of your audience groups, you can craft personalized messages that resonate on a deeper level, creating a more meaningful connection with your recipients.

Different Ways to Segment Hotel Audiences

  • Demographics: One common way to segment your audience is based on demographic information such as age, gender, location, and occupation. This information can provide valuable insights into the preferences and interests of different guest segments.
  • Preferences: Segmenting based on preferences allows you to understand what types of amenities, services, or experiences your guests prefer. For example, you can identify guests who enjoy spa services, families who prefer kid-friendly activities, or business travelers who prioritize convenience and efficiency.
  • Booking History: Segmenting based on booking history helps you understand the behaviors and preferences of different guest segments. You can create segments for guests who have stayed multiple times, guests who have booked specific room types, or guests who have taken advantage of specific promotions in the past.

Tailoring Email Content and Offers Based on Segmentation

Once you have segmented your audience, the next step is to tailor your email content and offers to each segment. Here are some strategies to consider:

  • Customized Recommendations: Provide personalized recommendations based on each segment’s preferences. For example, send curated lists of nearby attractions for guests who enjoy exploring the local area or offer exclusive spa package deals for guests who have shown interest in wellness services.
  • Specialized Offers: Craft promotions and discounts that align with the specific needs and interests of each segment. For families, offer discounted rates for adjoining rooms or complimentary breakfast for children. For business travelers, provide corporate rates or exclusive access to business amenities.
  • Localized Events and Promotions: Highlight events and promotions that are relevant to specific locations or segments. If there’s a local festival or conference happening near your hotel, send targeted emails to guests who are likely to be interested in attending.
  • Lifecycle Emails: Develop automated email workflows that nurture guests throughout their journey with your hotel. Send welcome emails to new subscribers, personalized thank-you emails after their stay, and re-engagement emails to past guests who haven’t booked in a while.

By tailoring your email content and offers based on segmentation, you can create a highly personalized experience for each segment of your audience.

This level of customization demonstrates that you understand your guests’ preferences and can cater to their individual needs, ultimately increasing engagement, loyalty, and conversions.

5. Personalizing Email Content and Offers

When it comes to email marketing for hotels, personalization goes beyond addressing recipients by their names. It involves crafting tailored content and offers that speak directly to their preferences, past booking history, and individual interests.

By personalizing your email campaigns, you can create a more engaging and impactful experience for your guests. Here are some effective strategies for personalizing email content and offers:

Using Recipient’s Name, Past Booking Details, and Preferences

Personalization starts with basic information such as addressing recipients by their names. However, to take personalization to the next level, leverage the data you have about your guests, including their past booking details and preferences.

For example, if a guest has previously booked a suite with ocean views, you can include personalized recommendations for similar room types or highlight upcoming promotions for upgraded accommodations.

If a guest has indicated a preference for specific amenities like spa services or golf, tailor your email content to showcase relevant offerings.

  • Segment your audience based on their preferences and past behaviors, and create email content that aligns with those segments.
  • Craft compelling messages that resonate with each segment’s unique interests, highlighting the features and services that are most likely to appeal to them.

Incorporating Dynamic Content in Emails

Dynamic content refers to elements within an email that change based on the recipient’s information or behavior. It allows you to create highly personalized and relevant experiences for each individual.

For example, you can use dynamic content to display different images or offers based on the recipient’s location or past interactions with your hotel.

  • Consider incorporating dynamic content in your emails to showcase personalized recommendations, such as nearby attractions or restaurants based on the recipient’s location.
  • Use dynamic pricing to display real-time rates or exclusive discounts for specific dates or room types. This level of customization enhances the guest experience and increases the likelihood of conversion.

Showcasing Exclusive Deals, Promotions, and Loyalty Programs

Personalized offers are an excellent way to engage your audience and drive conversions. Showcase exclusive deals and promotions tailored to each recipient’s preferences, past bookings, or loyalty status.

Highlight the benefits of booking directly with your hotel, such as exclusive rates, complimentary upgrades, or additional loyalty program rewards.

  • Utilize the data you have on your guests to create targeted offers that make them feel valued and appreciated. For example, if a guest is celebrating their birthday or an anniversary, send a personalized email with a special offer or complimentary amenity to enhance their stay.
  • Implement a loyalty program that rewards repeat guests and provides personalized perks. Use email marketing to communicate exclusive loyalty program benefits, such as early access to promotions, bonus points, or exclusive events. This not only encourages guest loyalty but also fosters a sense of exclusivity and appreciation.

By showcasing personalized offers, promotions, and loyalty programs, you demonstrate that you understand your guests’ preferences and are committed to providing them with unique experiences. This level of personalization can significantly increase engagement, loyalty, and ultimately drive more bookings.

6. Automating Personalized Email Campaigns

Automation has revolutionized email marketing for hotels, enabling efficient and effective communication with guests at scale. By implementing automated workflows, hotels can deliver personalized email campaigns that engage guests throughout their journey.

Let’s explore the benefits of automation, how to implement automated workflows, and the tools and platforms that facilitate email automation.

Benefits of Automation in Email Marketing for Hotels

  • Time and Resource Efficiency: Automating email campaigns saves time and resources by eliminating manual tasks. Once set up, automated workflows can send targeted emails based on specific triggers or events, such as welcome emails, booking confirmations, or post-stay follow-ups.
  • Consistency and Timeliness: Automation ensures consistent and timely communication with guests. By setting up predefined workflows, you can deliver the right message at the right time, enhancing the guest experience and fostering engagement.
  • Personalization and Segmentation: Automated workflows allow for dynamic personalization and segmentation. By integrating guest data, such as booking history or preferences, you can trigger relevant emails that resonate with individual guests, enhancing the personalization aspect of your campaigns.
  • Nurturing Guest Relationships: Automated workflows enable ongoing engagement with guests, nurturing relationships beyond the initial booking. By sending targeted emails throughout the guest journey, you can provide valuable information, special offers, and personalized recommendations, fostering guest loyalty and increasing the likelihood of future bookings.

Implementing Automated Workflows for Personalized Email Campaigns

To implement automated workflows, follow these steps:

  • Identify Key Guest Touchpoints: Determine the touchpoints in the guest journey where automated emails can add value, such as pre-arrival, during the stay, or post-stay.
  • Define Trigger Events: Identify the specific triggers that will initiate automated emails, such as booking confirmation, check-in, check-out, or specific guest actions like subscribing to your newsletter.
  • Segment Your Audience: Segment your audience based on preferences, booking history, or demographics. This allows you to send targeted emails that resonate with each segment’s unique characteristics.
  • Craft Relevant Email Content: Create email templates and content for each automated workflow. Tailor the content to align with the specific trigger event and the segment it targets.
  • Set Up Automation Rules: Utilize an email marketing automation platform to set up the rules and logic that will trigger the emails based on specific events or actions.
  • Test and Optimize: Continuously test and optimize your automated workflows to improve engagement and conversion rates. Analyze the performance of your campaigns, experiment with different content and timing, and make data-driven adjustments accordingly.

Tools and Platforms to Facilitate Email Automation

Several tools and platforms can facilitate email automation for hotels, including:

  • Email Service Providers (ESPs): Popular ESPs like Mailchimp, Campaign Monitor, or Sendinblue offer automation features and workflow builders that enable personalized email campaigns.
  • Customer Relationship Management (CRM) Systems: CRM systems like Salesforce, HubSpot, or Zoho CRM integrate with email automation tools, allowing you to leverage guest data for targeted and automated email campaigns.
  • Marketing Automation Platforms: Platforms like Marketo, Pardot, or ActiveCampaign provide advanced automation capabilities, including segmentation, dynamic content, and personalized workflows.

Choose a tool or platform that aligns with your hotel’s specific needs, budget, and level of automation required.

7. Maximizing Mobile Optimization

In today’s digital landscape, mobile devices have become an integral part of travel planning and booking. To effectively reach and engage with your audience, it’s essential to prioritize mobile optimization in your email marketing strategies.

Let’s explore the prevalence of mobile usage in the travel industry, the importance of mobile-optimized emails for hotel marketing, and best practices for mobile-friendly email design and content.

The Prevalence of Mobile Usage in the Travel Industry

Mobile devices, such as smartphones and tablets, have transformed the way people research, book, and experience travel. Studies show that a significant portion of travel-related searches and bookings are now conducted on mobile devices.

Travelers rely on their mobile devices for inspiration, research, comparison, and even last-minute bookings.

Given the widespread use of mobile devices in the travel industry, it’s crucial for hotels to prioritize mobile optimization across all digital touchpoints, including email marketing.

Importance of Mobile-Optimized Emails for Hotel Marketing

Mobile-optimized emails are essential for delivering a seamless and engaging experience to your audience. When emails are not properly optimized for mobile devices, they can appear distorted, difficult to read, or may require excessive scrolling and zooming. This can lead to a poor user experience, high bounce rates, and missed conversion opportunities.

By prioritizing mobile optimization in your email marketing, you can:

  • Enhance User Experience: Mobile-optimized emails provide a user-friendly experience, ensuring that your content is easily accessible and readable on smaller screens. This improves engagement and encourages recipients to take desired actions, such as exploring your offers or making a booking.
  • Increase Conversion Rates: A seamless mobile experience increases the likelihood of conversions. When recipients can effortlessly navigate and interact with your emails on their mobile devices, they are more likely to click on your call-to-action buttons, explore your offerings, and ultimately book with your hotel.
  • Maintain Brand Consistency: Mobile-optimized emails reflect positively on your brand image. When recipients receive well-designed, visually appealing emails that are consistent with your hotel’s branding, it enhances brand perception and professionalism.

Best Practices for Mobile-Friendly Email Design and Content

To maximize mobile optimization in your email marketing campaigns, consider the following best practices:

  • Responsive Design: Use responsive email templates that automatically adapt to different screen sizes, ensuring that your emails look great on both desktop and mobile devices.
  • Clear and Concise Content: Keep your email content concise and focused. Use short paragraphs, bullet points, and clear headings to make it easy for recipients to scan and digest the information.
  • Large Fonts and Buttons: Use legible fonts and ensure that the text is large enough to be easily readable on mobile screens. Similarly, make your call-to-action buttons large and prominently placed to encourage engagement.
  • Optimize Images: Compress and resize images to reduce loading times without sacrificing quality. Avoid using large, heavy images that slow down the email loading process.
  • Testing and Optimization: Test your email designs across various mobile devices and email clients to ensure consistent rendering. Analyze metrics like click-through rates and conversions to identify areas for improvement and optimization.

By following these best practices, you can create mobile-friendly emails that provide a seamless user experience, increase engagement, and drive conversions among your mobile-savvy audience.


Email personalization is a game-changer for hotels in today’s digital landscape. By delivering personalized and targeted content to your audience, you can significantly impact guest satisfaction and drive bookings.

Personalized email campaigns create a sense of exclusivity, foster guest engagement, and demonstrate a deep understanding of individual preferences. We’ve explored strategies such as audience segmentation, email automation, mobile optimization, and harnessing user-generated content.

Implementing these strategies will not only enhance your email marketing efforts but also strengthen guest relationships and boost your hotel’s success. Embrace the power of email personalization and take your hotel marketing to new heights.

Further readings:
The power of personalized emails
Email Personalization: Examples
What Is Email Personalization
How lifecycle emails can engage customers
Top 10 Actionable and Successful Email Marketing Strategies for Startups
17 Effective Email Marketing Strategies to Generate More Sales


What is your experience with Email Personalisation for Hotels? Let us know in the comments.

By Mireille
Meet Mireille, a marketing and tourism expert. She crafts compelling marketing strategies using the latest techniques to attract, engage, and retain customers. Her deep understanding of consumer behavior and attention to detail drive measurable results for business growth. Find her exploring the world for new marketing insights to help clients stay ahead.


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