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GrandLife Hotels Selects Revinate as Marketing and Guest Feedback Partner

Revinate, Inc. 16 May 2018
San Francisco, Calif. -- Revinate, the hospitality industry's leading marketing automation and guest feedback solution, today announced a strategic partnership with GrandLife Hotels. GrandLife selected Revinate to manage marketing communications, online reputation and post-stay surveys for Soho Grand and The Roxy Hotel, both located in Downtown Manhattan.With the adoption of Revinate's suite of hotel technology solutions, Revinate Marketing and Guest Feedback, GrandLife is focused on personalizing the guest experience to increase direct bookings as well as guest loyalty and satisfaction."Our hotels strive to offer the highest level of personalized guest services," says Tony Fant, President and COO of GrandLife Hotels. "We chose Revinate because we wanted to manage reviews, post-stay surveys, email marketing, and our expansive database all in one platform, which integrates well with our property management system.""We are thrilled to partner with GrandLife Hotels - a vibrant and chic brand who shares our passion for design, innovation and personalized customer interactions," says Marc Heyneker, CEO and co-founder of Revinate. "We look forward to seeing all the success achieved by their properties as they fully adopt and implement our innovative and cutting-edge technology built specifically for small to mid-sized groups."About RevinateRevinate enables hoteliers to transform their guest data into revenue. With Revinate Marketing and Revinate Guest Feedback, hoteliers are empowered to make smarter decisions, resulting in increased direct revenue and guest engagement. The company is backed by leading Silicon Valley investors, including Benchmark Capital, Tenaya Capital, and Sozo Ventures. Headquartered in San Francisco with regional offices in Amsterdam and Singapore, Revinate is proud to partner with many of the world's leading hotels.To learn more, please visit www.revinate.com.About GrandLife HotelsA pioneer in the industry, GrandLife Hotels was the first company to establish luxury boutique hotels in the swank downtown New York neighborhoods of SoHo and TriBeCa. GrandLife Hotels is the managing company that operates the iconic Soho Grand and The Roxy Hotel. GrandLife is renowned for offering the highest level of personalized service and has continually set industry standards for premier amenities and guest services, encompassing entertainment, cinema, art, fashion, fine dining, nightlife, live music, design, and an in-depth understanding of downtown New York's culture.GrandLife Hotels has also re-invented the conventional hotel bar concept and New York City's notion of nightlife by offering a stylish, yet approachable experience in both the Roxy Bar and Grand Bar - two of Manhattan's key destinations, day or night.GrandLife Hotels is owned by Leonard and Emanuel Stern of Hartz Mountain Industries.To learn more, please visit www.grandlifehotels.com.
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2017 Review Volume Increases by 27% YOY

Revinate, Inc. 12 March 2018
Global review growth continues to accelerate, up from 22% YOY increase in 2016.The top four sites generated 74% of all reviews, with Facebook entering the top four for the first time and Google doubling its review volume versus 2016.Asian Pacific and Latin American hotels registered the highest average scores.Revinate, the software as a service (SaaS) company that enables hoteliers to transform guest data into revenue, today announced the release of its 2018 Global Hotel Reputation Benchmark Report. Now in its third year, this industry barometer analyzed 132 million online guest reviews from 138,000 properties across 200 countries over the last two years.Among its key findings, Revinate's comprehensive report confirmed a significant increase in global review volume. In 2017, guests wrote 27% more reviews, driving an increase in the average review pace per property from 28 reviews per month in 2016 to 37 in 2017.Hoteliers responded to 29.7% of their reviews, most often to 5-star reviews (32.8%), followed by 2-star (31.2%) then 1-star (28.8% reviews). By region, Asia Pacific and Latin America outperformed the global review response average, while North America and EMEA were slightly behind."With this increase in review volume, we're pleased to see hoteliers mostly keeping pace with their responses," said Marc Heyneker, Revinate co-founder and CEO. "We're also encouraged to see that hoteliers and review sites are getting better at driving guests to write online reviews, an effort that ultimately results in more bookings."As review volume increases, average ratings remain strongReview ratings in 2017 were mostly positive. On average, global travelers rated their hotel stays with a 4.23 score, a slight increase over 2016.In terms of annual increase, Latin American properties experienced the strongest improvement (+1.18%).Google review volume is on the riseWhen examining review distribution, the report found that 74% of all reviews came from the top four review sites: Booking.com, Google, TripAdvisor, and Facebook. Booking.com maintained its lead as the top review aggregator, Facebook entered the top four for the first time, while Google experienced a spectacular increase in reviews, doubling its share compared to last year.In summary, the online review space continues to grow and evolve. According to Heyneker, "We recommend that hoteliers use this report to benchmark their own review management practices. This report showcases how important it is to pay close attention to both emerging and established channels to maintain a strong and positive online presence."CLICK HERE to access the full report.
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Revinate and protel Announce New Hotel Technology Partnership

Revinate, Inc. 7 March 2018
Revinate, the software as a service (SaaS) company that helps hotels transform guest data into revenue, and protel hotelsoftware GmbH, the provider of on-site and cloud-based advanced property management systems (PMS), have announced today a technology integration via the enterprise bus solution, protel.I/O, to enable all protel customers to connect into Revinate's Marketing and Guest Feedback solutions.The HTNG-standardized and efficient integration of these platforms will help protel customers get the most out of their PMS data, resulting in increased direct bookings and guest engagement.This exciting integration includes the following benefits:* Real-time data insights : The new API delivers PMS data more efficiently to Revinate users* Additional data fields: More data fields can be selected for improved database segmentation* Fast deployment: protel customers can connect to Revinate with ease* Improved data quality: A robust interface will minimize data transfer failures"protel's commitment to simplicity and ease-of-use really hit home with us. We believe protel customers will fully appreciate the value proposition of our marketing automation and survey solutions as Revinate's products are equally intuitive and user-friendly," said Dan Hang, Chief Product Officer at Revinate. "We are thrilled to bring these solutions to protel customers, as they will now be able to drive direct revenue in a way that has never been available to them before.""Revinate are technology partners that totally understand what the market is asking for - more joined-up functionality from across the vendor-pool. They also see the value for their customers in what the protel Hospitality Platform can do for their hotel businesses. Both Revinate Marketing and Revinate Guest Feedback are world-class products. I am confident that this partnership will empower all of us to further drive innovation in hotel solutions," said Jeremy Armes, VP of Marketing at protel.
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Who will run hotels in 25 years: humans or robots?

Revinate, Inc. 30 November 2017
This is one of the thought-provoking questions that will be addressed in an upcoming free webinar by Revinate, IDeaS, SiteMinder: "A.I. meets Human Hospitality", scheduled for December 5 at 4:00pm GMT.The session will explore the key findings of an industry panel held during this year's World Travel Market show in London, in which we looked ahead 25 years and explored how the guest experience will change due to the technological advances that we are currently seeing.The webinar will also tackle questions such as "how does the future of human hospitality look like?", "what are the possibilities of robotization in hotels?", "what should we expect from hotel technology in the far future?" and "will human hospitality be enough to stop robots from taking over?".To offer insights on this hot topics, the webinar will feature Monica Or, founder of Star Quality Hospitality Consultancy. With over 25 years of hospitality experience, Monica is a Fellow of the Institute of Hospitality and has been hair for the Institute of Hospitality London, serving on their committee for five years.As an accomplished speaker and author, she has spoken at international hotel conferences including The Independent Hotel Show in London and COTELCO in Columbia.She has also been featured in The Caterer, Boutique Hotelier and Hospitality Magazine and writes monthly articles for Hotel Industry Magazine as their industry expert.Monica is an Amazon best-selling author for her two books 'Star Quality Hospitality - The Key to a Successful Hospitality Business' and 'Star Quality Experience - The Hotelier's Guide to Creating Memorable Guest Journeys'.Register for this free webinar here.

Generic blast emails are killing your business

Revinate, Inc. By Kenny Lee
Thinking of sending out a mass emailing to everyone in your database? Don't do it! says Revinate's Kenny Lee. You not only risk recipients deleting your message, but worse: they may unsubscribe and even mark your email as spam - both of which reduce your ability to communicate with them in the future.
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New study reveals hoteliers envision similar industry technology in 2020 as ten years ago

Revinate, Inc. 17 February 2017
While hoteliers anticipate highly-sophisticated and 'digital native' hotel guests in 2020, their plans for industry technology remain stuck in the early 2000s. This is the startling research finding from 'The Hotel Industry in 2020' carried out by Peter O'Connor, IDeaS Revenue Solutions, Revinate and SiteMinder. The study compiled survey results from hundreds of leading hoteliers around the world, and the results of a 'visioning' session with experienced hoteliers and consultants held during World Travel Market (WTM) London in November 2016."The combined research explored anticipated hotel guests of 2020, as well as the technology needed to cater to their needs," says Peter O'Connor, professor at ESSEC Business School. "We wanted to hear directly from hoteliers about how the future traveller would look, and the measures needed to prepare for them."According to Dr O'Connor, participants anticipate highly-sophisticated guests that seek unique experiences, have higher expectations and also expect recognition. As 'digital natives', these guests will rely primarily on mobile devices to engage with hotels before, during and after their hotel stay. Key differentiators such as flexibility, value and control are predicted to play a larger role in the guests' buying decisions than human interaction.Fabian Specht, managing director EMEA at IDeaS, says, "The collected data reveals predictions of a more demanding customer, with greater choices and access to information."When asked which technology hotels could not be without in 2020, respondents named those already implemented in many hotels, including revenue management systems, customer relationship management systems, property management systems, channel managers and e-marketing solutions.Thomas Landen, EMEA marketing manager at Revinate, adds, "These results reflect the high degree of conservatism within the hotel industry, particularly when it comes to technology. It is as if the industry is still preoccupied with the same issues as ten years ago."By contrast, expert panelists - largely operational managers and consultants from UK and European hotel properties and technology arenas - nominated middleware, artificial intelligence (AI) and machine learning systems, predictive analysis tools and management dashboards to have more integrated views of the guest, along with messaging solutions and Bluetooth beacons to drive deeper engagement.The panelists suggested a key roadblock to implementing these systems industry-wide was highly-siloed customer data, which prevents a single 360-degree guest view. Other roadblocks included data protection and privacy issues, as many countries limit guest information storage; and industry conservatism with few hotels pushing boundaries and most tending to stick with well-established systems in the marketplace.Dai Williams, managing director EMEA at SiteMinder, says, "It is clear we operate in an industry that continues to look to outdated and often-costly legacy systems for technological support. The resistance among hotels to change and innovation hurts the advancement of our industry, which, in itself, recognises the need to keep up with current and future consumers."To break the cycle, panelists advocate for the rise of a new breed of hotel management, one that includes applying a different set of skills and mindset capable of pushing technology forward - a process already successful within industries such as retail and banking.About RevinateRevinate helps hotels turn guest data into revenue. With Revinate's reputation management, satisfaction surveys, and CRM/marketing automation, hotels can make smarter investment decisions, resulting in increased revenue and guest satisfaction. The company is backed by leading investors Sozo Ventures, Benchmark Capital, Tenaya Capital, and more. Headquartered in San Francisco with offices in New York, Amsterdam and Singapore, Revinate counts over 30,000 of the world's leading hotels as customers.To learn more, please visit www.revinate.com.About SiteMinderAs the leading cloud platform for hotels, SiteMinder allows hotels to attract, reach and convert guests across the globe. We serve hotels of all sizes with award-winning solutions for independents and groups alike, wherever they are in the world.SiteMinder's products include The Channel Manager, the industry's leading online distribution platform; TheBookingButton, a wholly-branded booking engine for direct bookings via the web, mobile or social; Canvas, the intelligent website creator for independent hoteliers; Prophet, the real-time market intelligence solution that takes the guesswork out of pricing rooms; and GDS by SiteMinder, a single-point of entry to a six-figure network of travel agents and the world's major global distribution systems. With more than 23,000 hotel customers and 550 of the industry's top connectivity providers as our partners, today we have presence in more than 160 countries on six continents.For more information, visit www.siteminder.com.About IDeaSWith more than one million rooms priced daily on its advanced systems, IDeaS Revenue Solutions leads the industry with the latest revenue management software solutions and advisory services. Powered by SAS(r) and more than 25 years of experience, IDeaS proudly supports more than 7,500 clients in 94 countries and is relentless about providing hoteliers more insightful ways to manage the data behind hotel pricing.IDeaS empowers its clients to build and maintain revenue management cultures - from single entities to world-renowned estates - by focusing on a simple promise: Driving Better Revenue.IDeaS has the knowledge, expertise and maturity to build upon proven revenue management principles with next-generation analytics for more user-friendly, insightful and profitable revenue opportunities--not just for rooms, but across the entire hotel enterprise.For more information, visit www.ideas.com.

Solving the Hotel Data Management Problem in 3 Steps

Revinate, Inc. 13 December 2016
For most businesses, the single most valuable category of data is customer data, often collectively managed through a customer relationship management (CRM) system. However, managing a customer database can be challenging, and maintenance becomes increasingly complex as the organization grows.At the center of many of these challenges is the issue of duplicate records. The management of connections between two customer profiles that belong to the same person is often referred to as record linkage, a.k.a. merge/dedupe or entity resolution. Because of the complexities involved, this is -- not surprisingly -- a very popular area of research in computer/data science.For hotels today, accurately merging multiple sources of data (data from multiple property management systems, uploaded file content, etc.) is extremely challenging. For example, a hotelier may upload a new list from an on-property event, and that list may contain a guest profile with a slightly different name from a record that is already in the property management system (PMS), while other data that follows may clearly be the same. In this example, multiple records are created for the same person, and this quickly amplifies across multiple properties in a portfolio. The risk is that hotels may may not recognize returning guests, may unintentionally send duplicate communications to the same person and consequently damage brand reputation, or that aggregated data like spend or stays will not be calculated correctly.Given data challenges like this, many hotels are outgrowing the capabilities of a traditional hotel technology stack, especially hotels fortunate enough to already have a large database of past and incoming guests.Savvy hotel operators don't want to be in the business of data processing or warehousing, and they are even less likely to be pursuing more sophisticated machine learning approaches to data management. And, they shouldn't have to. The good news is that forward-thinking companies are working to resolve guest profile-related data challenges for hotels, and are already receiving and managing guest data for millions of guests in widely varied formats.How It WorksHere's a brief look at how we at Revinate manage the record linkage problem to provide value for our clients.1. Normalize the data.Before we can start to integrate data from the many disparate sources that make up a hotel's technology stack, we have to make the different data formats fit together seamlessly. For example, consider the small sample of customer data that we might receive from a property management system (PMS). Although a reservation is usually for a guest (or two, or three), it may also be for a wedding party, for a corporation or club, or it may be a placeholder reservation with a name like "walk-in" or "guest."Additionally, we run up against common issues like name misspellings, especially when dictated over the phone. A first name like "Jose" will only be a partial match with "Jose." Shortened names must also be accounted for, so that "William" is a match with "Bill", "Margaret" with "Meg", etc. Similarly, if a reservation was made over the phone, it is entirely possible that "Julie N." is the same person as "Julian." Phone numbers and addresses can also be particularly troublesome to normalize, especially when dealing with guest data from many countries. Through a combination of available normalization libraries and our own proprietary code, Revinate has built a system that makes this data more consistent, so that it can be integrated. This is an ongoing process that we are continually working to perfect for our customers.2. Match data across systems.Once the data is all in the same format, profiles can now be matched across systems, ensuring that there are no duplicate guest profiles. This can be a very complicated process. For instance, at a property with 50,000 profiles, there are 2.5 billion possible combinations of profiles to evaluate. At Revinate, we tackle this by greatly reducing the volume of data that needs to be processed through a complex scheme around profile pairs (also known as "blocking"), with focus on data quality first and foremost. For a more in-depth technical explanation, read this article. 3. Merge duplicates.Now that duplicate guest profiles have been identified, it's time to merge the data to create one seamless database. This functionality will be very different for each use case. Generally, it is important to have a systematic way of evaluating how each field is to be treated. When names are combined (e.g. "William F" and "Will Faulkner" becomes "William Faulkner"), how does one choose which first and last name take precedence?For different fields, like emails, phone numbers, and addresses, we want to ensure we retain all distinct values. An address that is 99% similar is almost certainly a duplicate, so in a case like this, we need to evaluate which address is the most complete and save one record. Other fields, like sales or revenue data, may need to be aggregated.Profile Synthesis: The Future of Hospitality TechnologyAt Revinate, the methods outlined above have allowed us to deal with very large volumes of data in a sophisticated, flexible, and scalable way. Hoteliers are already facing an avalanche of guest data, and these approaches help our customers better manage this data and get deeper insights into their guests, freeing them to do what hoteliers do best: provide a stellar guest experience!
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Revinate Appoints New Chief Product Officer

Revinate, Inc. 22 September 2016
Revinate, the software as a service (SaaS) company that helps hotels reinvent the guest experience, today announced Dan Hang has joined as its Chief Product Officer. Hang brings a proven record of success, where he recently led product development and strategy at Trulia (IPO + acquisition by Zillow). At Revinate, Hang will take on an expanded role that includes product vision, development, and customer experience. "We've been working closely with customers to help them gain more guest insights from their data," said Jay Ashton, co-founder and former Chief Product Officer. "Dan's experience and leadership skills allow us to speed product innovation, expand into new markets and deliver exceptional customer value. I couldn't be more excited about the future of Revinate." Ashton will stay on as a key board member and advise the company on strategic initiatives. Marc Heyneker, CEO said, "Jay and I have been lockstep in our thinking ever since we founded the company 7 years ago. It's an incredible win-win to have Jay's continued contributions while gaining a proven executive like Dan who has helped take companies of our size to the next level.""The ability to help hoteliers own the guest relationship and drive more direct bookings is an incredible opportunity. I'm thrilled to be part of a brand that has industry recognition for product innovation, employee culture and customer success," said Hang. Hang comes to Revinate with a strong background in product management, marketing, technical sales and strategy at both start-ups and established companies. He most recently served as Vice President and General Manager, Rentals at Zillow Group, where he drove product strategy and growth across the Zillow, Trulia and HotPads brands. Hang holds an MBA from Harvard Business School and received his undergraduate and master's degrees in engineering from Cornell University.
Article by Kyle Duffy

Three Critical Takeaways from HITEC New Orleans

Revinate, Inc. 1 July 2016
Last week, Team Revinate was out in full force at HFTP's annual HITEC event in New Orleans. The team was there to share some of Revinate's new features, introduce new partnerships, and celebrate the success of our customers. One of my favorite things about HITEC is how it offers me the opportunity to meet with many of our customers and identify trends that they're raising in hotel technology.In my conversations with Revinate customers, one main theme came through: hoteliers are looking for new ways to engage and communicate with their guests. Some shared ideas on how they are currently doing it, and some shared wishes for the future. But, all of them agreed that guest engagement is a high priority to help set themselves apart from the competition in the coming year. Three topics came out in particular:In-Stay FeedbackEngaging with guests to receive feedback during the stay was of particular interest. Hoteliers are getting creative about reaching their guests for feedback while they are still on property.Expedia currently sends a short survey to those who book with them that covers the experience after check-in. I heard stories about how some hotels use this feedback to quickly address a guests needs, improving the guest experience before the guest checks out. They also use this opportunity to take a temperature gauge of the satisfaction of a particular guest.The question is, how might a hotel do this on its own? One hotel group I spoke with has incorporated a survey that a guest can fill out right after they have signed into wifi. It's clear from my conversations at HITEC that real-time feedback is a trending buzzword right now. Hoteliers want to nip guest issues in the bud before they become public in an online review.Targeted CommunicationsBased on the discussions at HITEC, Revinate customers understand the importance of communicating with personalized messages to guests. But one of the barriers to their effective communication is very simple: they can't send the type of targeted emails that encourage loyalty and new bookings if they don't have the email addresses they need to send these emails.Many hotels I spoke to are placing a high priority on collecting email addresses from guests. Some are are putting processes into place to incentivize staff to collect them at the front desk or at other touch points on property. Some hotels are also collecting email addresses when a guest signs into the hotel's wifi.Staff-to-Guest MessagingLastly, a big trend I heard both from customers and from others buzzing around the convention center floor was leveraging text messages to communicate with guests. This is a particularly hot topic, as this is the communication channel consumers tend to prefer for on-site communication. Text messaging is also particularly effective because the message is almost guaranteed to be read. About 90% of all text messages are read within 3 minutes of their delivery - and over 99% of all text messages are read by the recipient, according to data from MobileSquared. Hotels are interested in leveraging this channel to make offers about events on site, or to collect feedback about service requests, especially while a guest is on property. (Clearly a mega-trend. See trend #1!)Meeting with our customers is always enlightening as we love to hear about their experiences using Revinate. But, HITEC is also a particularly opportune time to hear about hotelier experiences engaging with guests as hospitality trends, technology, and forward-looking strategies are top of mind. Thanks to all for coming by to see us, and we look forward to HITEC Toronto 2017!
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Revinate Launches Google Review Publishing for Revinate Surveys

Revinate, Inc. 20 June 2016
Revinate, the software as a service (SaaS) company that helps hotels reinvent the guest experience, announces that Revinate Surveys now allows hotels to collect Google reviews as part of their post-stay email surveys. As an exhibitor at HITEC 2016 in New Orleans, Revinate will be offering booth visitors a chance to hear more about how this new feature can help drive incremental Google review volume, putting additional review content in front of prospective guests early in the travel research process. Previously, Revinate Surveys customers could use post-stay surveys to collect TripAdvisor reviews, a feature which has shown an average 409% increase in review volume and a 15% improvement in TripAdvisor market index ranking. Now, Revinate Surveys customers have the option to collect reviews for either Google or TripAdvisor to drive review volume on one of the two travel search giants. By prompting guests to write Google reviews, hotels can drive review volume on this channel, which is especially important in the early stages of travel research for prospective guests. A property's Google review count and score are factored into Google's local search ranking. More reviews and positive ratings could improve a business's local ranking, potentially driving bookings for hotels.Hotels that are using Google review publishing for Revinate Surveys have already seen promising results. One hotel in California has driven more than 50 Google reviews within the first 3 weeks of using the feature, resulting in a 500% increase in volume of reviews from 2015."With this feature addition to Revinate Surveys, Revinate continues to innovate and create choices for our customers," says Marc Heyneker, CEO of Revinate. "This incredibly simple solution creates flexibility, allowing hoteliers to adopt a holistic multi-channel review strategy and identify the best way to support their own marketing goals," he says.A Google representative will be available for questions at the Revinate booth at HITEC 2016 on Tuesday, June 21 from 2-4PM: click here to set up a meeting.
Article by Kelly Robb

Unique Challenges and Opportunities for Independent Hotels

Revinate, Inc. 2 June 2016
almost 10% lower--according to more research from Kalibri Labs. They also may spend more on property, making them up to 18% more profitable than OTA bookers, given the potential for targeted upgrades, offers, and the higher level of service you can deliver with what you may already know about their preferences and propensities.In summary, OTAs, both established and emerging, are not going away. The double-edged sword is that they are (and will continue to be) an important way for independents to generate incremental demand and capture new bookings. But, the time is now for independent hotels to invest in the resources that will allow them to drive repeat bookings and capture what is uniquely theirs to own--a one-to-one relationship with each of their guests that results in increased loyalty and revenue.

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