Seamless Guest Journeys Start With a Connected CRM: Drive More Revenue With Full CRM, Loyalty & Booking Engine Integration

When it comes to vacation planning, everyone wants a seamless booking experience, from your guests to your hotel’s operational teams. The best strategy to achieve that success and drive revenue is with a single, fully-integrated tech stack designed to optimize both current and future bookings. By switching to a fully integrated tech stack where comprehensive guest profile information is synced with your booking engine and loyalty program data, hotel teams can generate more easy wins while reducing integration risk and accelerating time-to-value.

Relying on multiple vendors and siloed products leads to disjointed information and an inability to fully understand and market to your best guests. This is where an integrated tech stack makes all the difference. Cendyn’s award-winning CRM offers full booking engine and loyalty integrations, ensuring every guest enjoys a personalized booking experience  with member specific benefits while hotels create a foundation for future-proof marketing.

Eliminate incomplete data and nurture repeat bookings

Creating a seamless data flow between your systems unlocks higher revenue potential and creates a more satisfying booking experience for your guests. These benefits also extend beyond that guest’s initial stay. By ensuring loyalty data syncs with your Booking Engine, new guest profiles and their preferences flow directly into the Cendyn CRM—powering precise retargeting campaigns and driving repeat bookings. This combination allows you to deliver fully personalized guest journeys throughout the guest lifecycle with a single vendor and one point of contact instead of relying on multiple vendors and incomplete products.

By moving to an integrated system that includes Cendyn CRM, Cendyn Loyalty, and Cendyn Booking Engine, hotels can drive higher revenue and streamline operational efficiencies by eliminating some of the most common (and costly) issues associated with fragmented tech:

• Say goodbye to harmful data silos and broken guest journey with an integrated booking experience that syncs guest profile information, personalized offers, and loyalty points.
• Bypass integration fatigue by avoiding multiple vendors, finger-pointing and system delays.
• Boost conversions on your direct website by eliminating generic rates, emphasizing ancillary revenue based on guest preferences, and replacing clunky redemption systems.
• Avoid high acquisition costs while taking full advantage of your guest data to drive targeted campaigns and repeat bookings.
• Reduce administrative and maintenance burdens across various systems and logins.

By fully leveraging connected platforms, hotels can optimize direct booking conversions, nurture guests with effective email retargeting, and foster long term loyalty while also increasing ancillary sales to ensure you aren’t leaving any revenue on the table.

Keep guests coming back with Cendyn Loyalty

For hotels, member rates and points redemption are the key conversion drivers for loyalty programs. With Cendyn Loyalty, you can amp up your loyalty program and drive more direct revenue with a fully transparent loyalty system and enticing offers guests can see before they even login. We’ve also made it easy for that guest to:

• Sign up for your loyalty program in seconds,
• Access member-only rates and select their desired room,
• View their point balances,
• Earn/redeem points at the time of booking,
• Apply vouchers at checkout, and
• Un-redeem those points if their plans change

—all without leaving the Booking Engine.

Loyalty program perks can significantly boost booking conversion rates and drive repeat stays when implemented correctly. Based on the criteria defined in the Cendyn Loyalty for leveling up each tier, guests can enjoy incremental benefits as they spend or make more and more bookings with the hotel. The easier it is for your guests to understand their points and redeem them for the rewards they care about, the more likely they are to come back again and again.

How seamless tech integrations drive loyalty 

Let’s do a quick walk through and see exactly how this level of tech integration can lead to more satisfying guest experiences and repeat bookings:

Our sample guest, Stephanie Smith, books a stay directly through a hotel website, using Cendyn Booking Engine. She also signs up for the loyalty program during the booking process after seeing the difference between the regular and member-only rates. While completing her booking, Stephanie adds personal preferences such as a king-size bed and ocean-facing room. This data is sent directly into Cendyn CRM, enriching Stephanie’s guest profile, while the loyalty data syncs with Cendyn Loyalty for future recognition and rewards.

A few months later, the hotel’s marketing team builds a targeted email campaign for loyalty guests who prefer ocean-facing rooms, using captured preferences from the CRM. Stephanie books another stay, and this time treats herself to a massage in the spa utilizing a 10% discount she receives as a loyalty member. This information is also added to Stephanie’s guest profile in the CRM, creating another layer of personalization the marketing team can trigger for future campaigns, such as sending Stephanie a special offer for an ocean-facing room and spa package for her upcoming birthday.

At Cendyn, we’ve seen firsthand how personalized guest communication leads to stronger engagement, higher ROI, and repeat bookings—which are all enabled and optimized by utilizing a single, connected technology stack.

Create a future-proof foundation

When data flows seamlessly, everyone wins. For hoteliers, creating memorable guest experiences is both the goal and the expectation. Wasting time and resources dealing with siloed data systems that don’t speak to each other only leads to lost revenue, operational mess, and dissatisfied guests.

Implementing a fully-integrated tech stack with Cendyn CRM, Cendyn Booking Engine, and Cendyn Loyalty, enables hotels to:

• Increase direct revenue with personalized communication.
• Drive repeat bookings with targeted offers and reward notifications.
• Foster guest loyalty with exclusive loyalty perks and a seamless point redemption process.
• Unify data with syncs in real time and optimize marketing ROI with efficient retargeting campaigns.
• Go to market faster and realize value from day one with a simplified implementation strategy that eliminates any need for complex, multi-vendor integrations.
• Streamline organizational processes as all set up and support goes through a single vendor.

With Cendyn’s integrated tech stack, your hotel can enable scalable personalization for seamless guest experiences, including continuous lifecycle marketing, without relying on fragile middleware or unreliable vendors.

Ready to get started? Request a demo today and let our experts show you exactly how Cendyn’s integrated Booking Engine, CRM, and Loyalty programs can help build long-term relationships with your best guests.

Zachary Minton – Senior Product Manager at Cendyn. Connect with Zachary on LinkedIn.

About Cendyn

Cendyn is a global hospitality cloud-based technology company that enables hotels to Find, Book, Grow – driving revenue, maximizing profitability, and creating deeper connections with guests through its integrated solutions.

Serving hoteliers for nearly 30 years, Cendyn has over 32,000 customers in more than 150 countries including brands Outrigger Hospitality, Hyatt, IHG, Aman Resorts & Hotels, Relais & Châteaux, Banyan Tree Hotels & Resorts, Coraltree Hospitality, and Onyx Hospitality Group – generating more than $20 billion in annual hotel revenue. The company supports its growing customer base with offices across the globe.

To find out more, visit cendyn.com.