Case Study: East Hotel achieves higher guest engagement and more repeat bookings with Cendyn's Guestfolio

East Hotel - Customer Case Study

East Hotel, an independently owned 140-room 4.5-star apartment hotel in Canberra and the city's No.1 TripAdvisor property, needed a way to maintain a highly personal guest experience while handling a high volume of requests and repeat guests. To scale personalized outreach and upsell opportunities, they implemented Cendyn’s Guestfolio CRM to engage guests before, during and after their stay.

Using Cendyn’s Guestfolio, East Hotel automated pre-arrival emails to capture preferences and pre-book amenities (bikes, wine, breakfast), sends targeted offers during quieter periods, runs instant guest surveys and maintains detailed guest profiles for repeat visitors. The solution drove measurable impact: nearly 50% of the hotel’s TripAdvisor reviews are collected through Guestfolio, email click-through rates average 7.2%, and staff can act immediately on feedback to preserve high satisfaction and repeat bookings.

East Hotel

Justin Bisa

Guest Experience Manager