Case Study: AccorHotels achieves mobile-first, personalized guest experiences with Adobe Marketing Cloud (Adobe Campaign)

Global hotelier welcomes customers with excellent service and technology innovation

AccorHotels, the Paris‑based global hotelier with more than 4,100 properties across 95 countries, set out to protect and deepen direct customer relationships as online travel agencies and rental platforms began eroding margins and guest loyalty. The company’s challenge was to become a leader in digital hospitality by using collected customer data to deliver personalized, real‑time communications across the booking and stay lifecycle, with a mobile‑first approach.

AccorHotels deployed Adobe Marketing Cloud, including Adobe Campaign, to build integrated customer profiles and orchestrate cross‑channel, real‑time interactions. The solution enabled automated, targeted pre‑stay and in‑stay messages, personalized offers and loyalty communications, supported a mobile‑first contact strategy, and powered pilots such as paperless stays — improving guest experience while helping AccorHotels reclaim direct bookings and revenue opportunities.

AccorHotels

Romain Roulleau

Senior Vice President e-Commerce