Case Study: Foxwoods Resort Casino achieves 70% of pre‑pandemic revenue with Cendyn's Guestrev

Foxwoods Resort Casino's success with Cendyn's Guestrev

Foxwoods Resort Casino, one of North America’s largest resort casinos, faced pandemic-driven revenue loss and needed a better way to identify and prioritize high-value guests while reducing cancellations. Although Foxwoods had access to Cendyn’s Guestrev solution for about a decade, they hadn't been using it fully and were relying on slow three-month direct-mail promotions that produced outdated data, muddled demand and encouraged preemptive bookings that were later canceled.

Cendyn expanded Foxwoods’ use of Guestrev—leveraging casino customer scoring, theoretical player-worth forecasting and Opera PMS integration—then replaced static direct-mail promos with dynamic pricing and re-segmented audiences. The results included consistently profitable customer segments, fewer cancellations, predicted customer values closely matching actual production, increased total revenue, and recovery of 70% of prior top-line revenue with just 50% of the volume.

Foxwoods Resort Casino