Hotel Enablement Guide

Hotel Enablement Guide

Estimated 16 minute read

Updated Apr 8, 2026, 12:00 AM EST

Table of contents

Crawl
Integrations
Segments
Onsite JS
Forms
Flows
Campaigns
Your Guest Journey After Crawl
Reporting
Advanced Segments
Advanced Flows
Advanced Campaigns
Your Guest Journey After Walk
Personalization
A/B Testing
SMS & WhatsApp
Additional Integrations
Your Complete Guest Journey

Crawl

This section covers the initial set up required to start getting value out of Klaviyo. It does not cover all steps (e.g. adding brand assets), but focuses on solving the core hotel use cases.

Integrations

Connect your property management system (PMS) so you can use guest and reservation data in Klaviyo:

Integrate your PMS →
This will automatically (1) create Klaviyo profiles based on your historic guest data (2) create reservation events and objects based on guest actions.
- Note: If you installed the integration before January 30, 2026, you need to follow the steps to update your integration to sync reservation objects: Mews, Cloudbeds, and Guesty.
Getting started guides for Mews, Cloudbeds, and Guesty.
Set up other core integrations →
Previously-used ESPs (e.g. Mailchimp) may be helpful for porting over data.

Segments

Sending effective campaigns depends on determining the right audience to message. Connecting your PMS creates the following segments, with the integration name added to each segment name (for example, First Time Guests (Mews)). Churn Risks also requires Received Email and Opened Email metrics in your account:

First Time Guests →
Person has Confirmed Reservation once over all time AND Person can receive email marketing
VIP Guests →
Person has Confirmed Reservation is greater than 5 over all time AND Person can receive email marketing
Churn Risks →
Person has Confirmed Reservation at least once over all time AND Person has Confirmed Reservation zero times in the last 180 days AND Person has Received Email at least 2 in the last 90 days AND Person has Opened Email zero times in the last 90 days AND Person can receive email marketing
Win-Back Opportunities →
Person has Confirmed Reservation at least once over all time AND Confirmed Reservation zero times in the last 180 days AND Person can receive email marketing
Repeat Guests →
Person has Confirmed Reservation is greater than 1 over all time AND Person can receive email marketing

Use reservation objects from the integrations above to create date-based segments. A Future Guests segment helps you send campaigns to guests with an upcoming reservation within your chosen date range. The example below uses the next 1000 weeks.

Use the reservation fields for your PMS: ScheduledStartTime and ScheduledEndTime for Mews; StartDate and EndDate for Cloudbeds; CheckInDateAndTime and CheckOutDateAndTime for Guesty. In the steps below, “arrival field” and “departure field” refer to these fields.

Create a future guest segment →
Navigate to Audience > Lists & Segments.
Click Create and choose Segment.
Name the segment (e.g., “Future Guests”) and add tags if desired. If the name appears in a side panel, click Create segment to continue to the definition builder.
Under Definition, select:
- Properties about someone > Reservation for your PMS > has at least one
Click Add filter and select the arrival field > is in the next > 1000 weeks.
On the same Reservation condition, add a status filter to exclude canceled bookings: ReservationState > doesn't equal > Canceled for Mews, or ReservationStatus > doesn't equal > canceled for Cloudbeds and Guesty.
Click Create segment.

And you can create a Current and Future Guests segment. This will be useful for excluding people from promotional emails:

Create a current and future guests segment →
Navigate to Audience > Lists & Segments.
Click Create and choose Segment.
Name the segment (e.g., “Current & Future Guests”) and add tags if desired. If the name appears in a side panel, click Create segment to continue to the definition builder.
Under Definition, add 2 conditions joined by OR:
- Condition 1 (future guests):
- Properties about someone > Reservation for your PMS > has at least one, where the arrival field > is in the next > 1000 weeks.
- Condition 2 (reservation dates span the current time):
- Properties about someone > Reservation for your PMS > has at least one, where the arrival field > is in the last > 90 days.
- On that same Reservation condition, click Add filter and select the departure field > is in the next > 90 days.
Add the canceled-booking exclusion above to each of the 2 Reservation conditions, then click Create segment.

Adjust the 90-day windows if you accept longer stays. These conditions use reservation dates; they do not confirm that a guest has checked in.

These provide a good starting point for people to reach through your campaign strategy.

Onsite JS

Setting up onsite JS will allow you to set up Klaviyo forms on your booking engine (see next step) as well as track user events on your website, which enables abandoned cart and browse abandonment flows and enhanced segmentation:

Set up onsite JS →
If you're using the Mews/Cloudbeds/Guesty booking engine, you can follow this guide to set up Klaviyo onsite JS via Google Tag Manager.
- This will start syncing onsite events (e.g. Started Checkout, Viewed Listing) from the booking engine.
For a custom booking engine, set up Klaviyo JS manually, then add tracking for Viewed Listing and Started Checkout. Installing the base script alone does not create those booking events.
Once you have it set up, follow the testing steps to make sure you're getting the expected events.
- Note: You will not get Viewed Product events as those are specific to e-commerce stores.

Forms

Now that you have onsite JS set up, you can start using Klaviyo forms to capture the contact information of potential guests that land on your website. You can then message subscribed guests to encourage direct bookings and reduce reliance on online travel agencies (OTAs).

Set up Klaviyo forms →
Follow the steps outlined in the help center or the academy.

Flows

Klaviyo flows are automated email and SMS sequences triggered by specific customer behaviors. They allow you to message the right person at the right time. Connecting your PMS gives you access to hotel flow templates. Use the examples below to plan your flows, then review each template’s trigger, filters, and delays. The suggested timings are settings to configure, not shared defaults for every template.

Flow	Trigger	Suggested timing to configure	Why it matters
Welcome Series	Guest joins your list (e.g., via a sign-up form); use a filter or split to distinguish guests who have already booked	2-3 emails over 7 days	Converts website visitors into first-time bookers; particularly effective for driving direct bookings away from OTAs.
Guest Winback	Confirmed Reservation, followed by a time delay; filter out guests who book again	For example, 6–12 months after booking; adjust for your guests’ booking cycle	Lapsed guests are cheaper to re-engage than acquiring new ones.
Pre-Arrival	Check-in date (via Reservation Object)	1-14 days before check-in	Best opportunity for up-sells and cross-sells (e.g. room upgrades, spa, dining, etc.).
Guest Thank You	Guest confirms a reservation	After the delay you configure (for example, 1 day)	Thank the guest for making a reservation.
Reservation Cancellation	Guest cancels a reservation	Immediately	Opportunity to understand why they cancelled + win back the booking.
Abandoned Checkout Reminder. Requires Started Checkout tracking on your booking engine.	Guest started checkout	Wait 2 hours	Remind the guest to complete checkout. Opportunity to offer a discount.
Browse Abandonment. Requires Viewed Listing tracking on your booking engine.	Guest viewed listing	Wait 2 hours	Re-engage the guest. Share more details about the room and/or offer a discount.

Set up your flows →
Note: Pre-Arrival requires reservation objects, see Integrations above or the getting started guide (Mews, Cloudbeds, and Guesty).
Go to Flows > Create flow and filter by your PMS (Mews, Cloudbeds, or Guesty) to find pre-built versions of the flows above.
Customize each flow’s messages and delays, and preview the content. When you are ready to send, click Review and turn on (or Update status), select Live, keep Update status now selected, and click Save.

Klaviyo's flow help center and academy cover the full setup process.

Campaigns

Campaigns are what you send intentionally to specific audiences — promotions, seasonal offers, newsletters, and anything that isn't tied to a single guest action. Here are some good places to start:

Seasonal & Promotional Campaigns →
Timely sends aligned to holidays, local events, or low-occupancy periods (e.g. Valentine's Day, summer early-bird rate, etc.).
Re-Engagement / Winback Campaigns →
Send a special rate, a loyalty perk, or a “we miss you” message to lapsed guests who haven't booked in over a year.
Loyalty & VIP Campaigns →
Send your VIP Guests segment exclusive offers, first access to new packages, or a personal note acknowledging their loyalty.
Set up your campaigns →
Go to Campaigns > Create campaign and select Email or SMS.
Choose the relevant segment as your audience and exclude (help guide) the Current & Future Guests segment set up above when appropriate.
Create and preview your message, then review the campaign and schedule it or send it. For SMS campaigns, select guests who have subscribed to SMS; the email-based segments above do not establish SMS consent.

Your Guest Journey After Crawl

Great work! This is what your guest journey looks like after completing this phase:

Guest Journey Stage	Guest Action	How Klaviyo Engages	Type
🟢 Discovers website	Visits your hotel website	Sign-up form captures contact info → Welcome Series email sequence nurtures them toward a first booking	Form + Flow
🟢 Books	Confirms a reservation	Guest Thank You flow sends after the delay you configure	Flow
🟢 Cancels	Cancels a reservation	Cancellation flow fires with a soft win-back message and reason to rebook	Flow
🟢 Pre-Arrival	1-14 days before check-in	Pre-Arrival flow sends upsell offers (room upgrades, dining, spa)	Flow
⬜ Arrival Day	Checks in	Not yet enabled → unlocked in Run	—
⬜ Post-Stay	Checks out	Not yet enabled → unlocked in Walk	—
🟢 Lapsed	No new booking during the configured winback delay	Winback flow fires automatically	Flow
🟢 All Guests	Broad audience outreach	Seasonal promotions, VIP perks, and re-engagement sends to the right segments	Campaign

Walk

This section is for teams who have completed the Crawl stage and are ready to get more out of their data. The focus here is understanding performance, reaching the right guests with more precision, and driving direct bookings.

Reporting

Klaviyo functions as a unified data platform. It is easy to set up core hotel reports within the app:

Set up key hotel reports →
The Mews and Cloudbeds help guides show how to set up hotel reports based on Room Night event metrics.
- Note: If you are using Guesty, these event metrics are not yet available.
View revenue reports →
Klaviyo reports booking revenue attributed to campaigns and flows according to your account’s attribution settings and conversion windows. Email attribution can include opens as well as clicks. To see overall revenue performance:
- Navigate to Analytics > Dashboards > Business review.
- Select your PMS’s Confirmed Reservation conversion metric to review booking revenue and conversions.

Advanced Segments

Set up an OTA bookers segment →
Mews →
- Mews records the booking origin in Service Order Origin on the Confirmed Reservation event. To find channel-manager bookings, build this segment:
- Navigate to Audience > Lists & Segments, click Create, and choose Segment.
- Name the segment (e.g., “OTA Bookers”). If the name appears in a side panel, click Create segment to continue to the definition builder.
- Set the definition to: What someone has done > Confirmed Reservation (Mews) > at least once > over all time
- Click Add filter and select: where > Service Order Origin > equals > ChannelManager
- Click Create segment.
Optional: To target a specific OTA (e.g., Booking.com), use Confirmed Room Night with TravelAgency > equals > [OTA name]. Select a value present in your event data.
Cloudbeds →
The booking source is captured in the Source property on the Confirmed Reservation event. To build the segment:
1. Navigate to Audience > Lists & Segments, click Create, and choose Segment.
2. Name the segment (e.g., “OTA Bookers”). If the name appears in a side panel, click Create segment to continue to the definition builder.
3. Set the definition to: What someone has done > Confirmed Reservation (Cloudbeds) > at least once > over all time
4. Click Add filter and select where > Source > equals > [OTA source value]. Choose a value present in your Cloudbeds events.
5. Click Create segment.
To include more than 1 OTA, add another Confirmed Reservation (Cloudbeds) condition with the next Source value and join the conditions with OR.
Guesty →
The booking channel is captured in the Booking Source property on the Confirmed Reservation event. To build the segment:
1. Navigate to Audience > Lists & Segments, click Create, and choose Segment.
2. Name the segment (e.g., “OTA Bookers”). If the name appears in a side panel, click Create segment to continue to the definition builder.
3. Set the definition to: What someone has done > Confirmed Reservation (Guesty) > at least once > over all time
4. Click Add filter and select where > Booking Source > equals > [OTA source value]. Choose a value present in your Guesty events.
5. Click Create segment.
To include more than 1 channel (e.g., Airbnb or Booking.com), add another Confirmed Reservation (Guesty) condition with the next Booking Source value and join the conditions with OR.

Advanced Flows

These flows require a bit more setup but tend to have a strong ROI because they reach guests at highly personal moments:

Set up a post-stay review request flow →
Go to Flows > Create flow and filter by your PMS. For Mews or Cloudbeds, choose Reservation Check Out. For Guesty, choose Post Stay.
For Mews or Cloudbeds, confirm the trigger is Checked Out of Reservation. For Guesty, confirm the date trigger uses Reservation: CheckOutDateAndTime.
For Mews or Cloudbeds, add a 24-hour delay before the email. For Guesty, start on the checkout date and use a 1-day delay. Edit the template’s email to thank the guest and include direct links to your preferred review platforms (Google, TripAdvisor, etc.).
Preview the message, then set it to Live and save when you are ready to send.
Set up a birthday or stay anniversary flow →

Before setting up this flow, make sure the date is populated on guest profiles, whether synced from your PMS, collected through a form, or imported. A stay anniversary needs a first-check-in date saved as a profile property.

Go to Flows > Create flow > Build your own.
Select the Date property trigger and choose a birthday or first-check-in date stored on the guest’s profile. Set the start time and choose Yearly for repetition so the flow repeats on the anniversary.
Add an email with a personalized offer (e.g., complimentary upgrade, F&B credit, or a special rate) that expires within 30 days to create urgency.
Preview the email, then set the message to Live and save when it is ready.

Advanced Campaigns

Set up a direct booking campaign →
Target guests who previously booked via an OTA and offer them an incentive to book direct next time (e.g. early check-in, discounted rate, etc.). Use your OTA Bookers segment for this.
Use your actual OTA commission and the cost of the incentive to decide what you can offer for a direct booking.
Set up a first-stay-to-repeat campaign →
Set up a campaign to encourage people who stayed for the first time to return.
Create a segment using the First Time Guests criteria and add an AND condition: Properties about someone > Reservation for your PMS > has at least one. On that reservation, filter the departure field > is between > 14 and 28 days ago and exclude canceled reservations. Use the departure and status fields listed under Segments, then click Create segment.
Send the campaign to that audience with a personalized incentive to return: a rate discount, a room upgrade, or early access to a package. For a message that sends automatically after each guest’s checkout, use a flow instead.
Exclude the Current & Future Guests segment so you don't send to guests who have already rebooked.
Set up a high-value guest campaign →
Target guests who have booked above-average nightly rates and treat them accordingly — think early access to new packages, room upgrade offers, or a personal note from the GM.
For Mews and Cloudbeds only: Use the Room Night event data from your reporting dashboards (set up above) to determine your average nightly rate, then build a segment:
1. Navigate to Audience > Lists & Segments, click Create, and choose Segment.
2. Name the segment (e.g., “High-Value Guests”). If the name appears in a side panel, click Create segment to continue to the definition builder.
3. Set the definition to: What someone has done > Confirmed Room Night > at least once > over all time
4. Click Add filter and select: where > Value > is greater than > [your average nightly rate]
5. Click Create segment.

Your Guest Journey After Walk

New touchpoints unlocked in Walk are marked 🟢. Previously enabled touchpoints are marked ✅.

Journey Stage	Guest Action	How Klaviyo Engages	Type
✅ Discovers website	Visits your hotel website	Sign-up form → Welcome Series	Form + Flow
✅ Books	Confirms a reservation	Guest Thank You flow	Flow
✅ Cancels	Cancels a reservation	Cancellation win-back flow	Flow
✅ Pre-Arrival	1–14 days before check-in	Pre-Arrival flow (upsell)	Flow
⬜ Arrival Day	Checks in	Not yet enabled → unlocked in Run	—
🟢 Post-Stay	Checks out	Review request email the day after checkout	Flow
🟢 Birthday / Anniversary	Guest's birthday or stay anniversary	Personalized offer email with expiring incentive	Flow
✅ Lapsed	No new booking during the configured winback delay	Winback flow	Flow
✅ All Guests	Broad audience outreach	Seasonal, VIP, re-engagement campaigns	Campaign
🟢 OTA Bookers	Previously booked via an OTA	Direct booking incentive campaign	Campaign
🟢 First-Time Guests	First reservation’s departure date was 2–4 weeks ago	Second-stay incentive campaign (sent 2–4 weeks post-checkout)	Campaign
🟢 High-Value Guests	Booked above-average nightly rate	Premium offer campaign (upgrades, exclusive packages)	Campaign

Run

This section is for teams who have completed the Crawl and Walk stages and are ready to operate like best-in-class hotel marketers. The focus here is personalization at scale, multichannel messaging, and paid media amplification.

Personalization

Klaviyo's dynamic content blocks let you show different content to different guests within the same email — no separate sends required:

Add dynamic content to your templates →
In the template editor, use show/hide logic to display different sections based on profile properties. Store the information you want to evaluate on each guest’s profile first. The logic builder does not search a guest’s reservation history. Examples:
- Show a room upgrade offer only to guests who have never stayed in a suite by maintaining a profile property that records whether they have stayed in one, then using that property in show/hide logic.
- Show a loyalty acknowledgment (“Welcome back!”) based on a VIP profile property. If you only have a VIP Guests segment, send a separate campaign to that segment instead.
- Show property-specific imagery and offers using a property name stored on the profile. In a metric-triggered flow, custom-coded show/hide logic can instead use the triggering event’s property data; use the field name from that event.
Learn more in Klaviyo's show/hide logic guide.

A/B Testing

Once your forms, flows, and campaigns are running, small improvements compound significantly at scale:

Create an A/B testing plan →
Follow this A/B testing roadmap guide to create a test plan that makes sense for your business.
Run A/B tests on your forms →
Follow this help guide for A/B testing forms.
Run A/B tests on your campaigns →
Follow this help guide for A/B testing campaigns.
Run A/B tests on your flows →
Follow this help guide for A/B testing flow messaging.

SMS & WhatsApp

SMS can help you reach guests with time-sensitive messages. Klaviyo supports SMS alongside email in the same flows. Before sending, collect SMS consent and set up a sending number for the countries you want to reach:

Set up SMS →
Navigate to Settings > SMS to configure your sending number and opt-in compliance settings.
Once set up, add SMS steps directly inside your existing flows. The highest-value SMS touchpoints for hotels are:
- Day-of check-in: A text the morning of arrival with a mobile check-in link, directions, parking info, and/or check-in time.
- Pre-Arrival: A short text 1-2 days before check-in with a room upgrade offer or a preview of on-property amenities.
- Post-Stay: A review request text the morning after checkout (short, direct, one link).
- Flash sales: A last-minute availability offer sent to your Win-Back Opportunities segment on a slow day.
Learn more in Klaviyo's SMS getting started guide.
Set up WhatsApp →
Navigate to Settings > WhatsApp and click Connect to WhatsApp to get started.
Setup requires Owner or Admin access in Klaviyo, admin access to your Meta Business Portfolio, and a WhatsApp phone number (this cannot be the same number used for SMS). You can create a Meta Business Portfolio during setup. Meta may take up to several hours to verify new accounts.
Once connected, collect WhatsApp consent and configure the WhatsApp messages in your flows before setting them to Live. Email or SMS consent does not count as WhatsApp consent. The use cases largely mirror SMS: pre-arrival reminders, day-of check-in messages, and post-stay review requests.
Learn more in Klaviyo's WhatsApp getting started guide and how to connect your WhatsApp Business account.
- Note: As of April 2025, Meta has paused support for WhatsApp marketing message templates sent to US phone numbers, though transactional messages are still allowed (e.g. booking confirmations, check-in notifications, etc.). Marketing messages to non-US numbers are unaffected.

Additional Integrations

Ad integrations

The segments you've built in Klaviyo can be pushed directly to Google, Meta, TikTok, and Pinterest — letting you reach the same audiences with paid advertising and creating a unified owned + paid strategy.

Connect your ad platforms →
Go to Integrations > Explore apps and install the Google Ads, Meta Ads, TikTok Audiences, or Pinterest Audiences integration.
Once connected, open the segment and go to Settings > Integrations. Under Audience sync, activate the ad integration, select the audience to sync with, and click Save. This page is available to Owners, Admins, and Managers.
Use the synced audience in your ad platform’s campaign targeting or exclusions. Syncing a segment creates or updates an audience; it does not launch an ad campaign.
The highest-value use cases for hotels are:
Retargeting lapsed guests — serve display or social ads to your Win-Back Opportunities segment before (or alongside) your winback email campaign.
Lookalike audiences — upload your VIP Guests segment to Meta or Google and let the platform find new guests who look like your best ones.
Suppression — exclude your Future Guests segment from paid acquisition campaigns so you don't pay to acquire someone who already has a booking.

Restaurant & spa integrations

Connecting your restaurant and spa platforms enriches each guest's Klaviyo profile with on-property spend data — giving you a complete picture of the guest beyond just the room booking, and enabling highly personalized upsell and retention messaging.

Connect your restaurant platforms (if applicable) →
Go to Integrations > Explore apps and search for your reservation or POS platform (e.g. OpenTable).
- If you don't find it there, please send an email to Arjun Madgavkar and we can consider it for our roadmap.
Once connected, dining reservation events will appear on guest profiles, letting you:
- Pre-arrival upsell — promote the restaurant to guests who haven't booked dining for their stay. To control a conditional block, first maintain a profile property that records dining-booking status for the relevant stay.
- Post-dining follow-up — trigger a flow after a dining visit to request a review or share a return offer.
- High-value diner campaigns — build a segment of guests who dine on-property frequently and treat them as VIPs with exclusive F&B offers or early access to special menus.
Connect your spa platforms (if applicable) →
Go to Integrations > Explore apps and search for your spa or wellness booking platform (e.g. Mindbody).
- If you don't find it there, please send an email to Arjun Madgavkar and we can consider it for our roadmap.
Once connected, spa booking events will appear on guest profiles, letting you:
- Pre-arrival upsell — promote spa offers to guests who haven't booked a treatment. As with dining, conditional blocks require a profile property that records booking status for the relevant stay.
- Repeat spa guest campaign — identify guests who have booked spa treatments across multiple stays and send them exclusive offers (e.g., a package deal or early booking access).
- Lapsed spa guests — build a segment of guests who have used the spa in the past but not in the last 12 months, and target them with a re-engagement offer tied to their next stay.

E-commerce integrations

If you sell merchandise — branded goods, local products, gift sets, or anything else — connecting your e-commerce platform brings purchase and browse data into Klaviyo alongside your reservation data, letting you drive incremental revenue before, during, and after each stay.

Connect your e-commerce platforms (if applicable) →
Go to Integrations > Explore apps and search for your e-commerce platform (e.g. Shopify).
Once connected, purchase and browse events will appear on guest profiles, letting you:
- Merchandise upsell in Pre-Arrival — promote relevant products (e.g., branded robes, local goods, gift sets) to guests who haven't purchased. Use a maintained purchase-status profile property for conditional blocks, or target a separate message using purchase-based filters.
- Post-stay purchase follow-up — after checkout, trigger a flow promoting your online shop to guests while the experience is still fresh (e.g., “Take a piece of [Property Name] home with you”).
- Repeat buyer campaigns — identify guests who have purchased merchandise and send them early access to new products, seasonal collections, or exclusive bundles.

Other integrations

Klaviyo has hundreds of integrations beyond the ones covered above — from design tools like Canva to event management apps like Eventbrite. As your marketing program matures, connecting additional platforms helps ensure Klaviyo reflects the full picture of how guests interact with your property.

Connect other platforms →
Go to Integrations > Explore apps and search for the apps that make sense for your business.

Your Complete Guest Journey

This is the full picture — every stage of the guest journey, and how Klaviyo is now engaging at each one. New touchpoints unlocked in Run are marked 🟢.

Journey Stage	Guest Action	How Klaviyo Engages	Type
🟢 Discovery	Browsing online before visiting your site	Lookalike ads (Meta/Google) built from your VIP guest segment attract new high-value guests	Paid Ads
🟢 Consideration	Previously booked but has not returned	Retargeting ads re-engage lapsed guests across social and display	Paid Ads
✅ Discovers website	Lands on your hotel website	Sign-up form captures contact info → Welcome Series nurtures toward first booking	Form + Flow
✅ Books	Confirms a reservation	Guest Thank You flow with personalized content based on profile data	Flow
✅ Cancels	Cancels a reservation	Cancellation win-back flow	Flow
✅ Pre-Arrival	1–14 days before check-in	Pre-Arrival email with personalized upsell + 🟢 SMS upgrade offer 1–2 days out	Flow (Email + SMS)
🟢 Arrival Day	Day of check-in	SMS with mobile check-in link sent morning of arrival	SMS
✅ Post-Stay	Checks out	Review request email + SMS review request the day after checkout	Flow (Email + SMS)
✅ Birthday / Anniversary	Guest's birthday or stay anniversary	Personalized offer email with expiring incentive	Flow
✅ Lapsed	No new booking during the configured winback delay	Winback flow + 🟢 retargeting ads running in parallel	Flow + Paid Ads
✅ OTA Bookers	Previously booked via an OTA	Direct booking incentive campaign	Campaign
✅ First-Time Guests	First reservation’s departure date was 2–4 weeks ago	Second-stay incentive campaign	Campaign
✅ High-Value Guests	Booked above-average nightly rate	Premium offer campaign	Campaign
✅ VIP Guests	More than 5 confirmed reservations	Exclusive loyalty campaign	Campaign