Case Study: Pacific Sands Beach Resort achieves higher guest satisfaction, loyalty & revenue with Cendyn's Guestfolio CRM

How a coastal resort earned 1,700 “Excellent” TripAdvisor reviews with Guestfolio hotel CRM

Pacific Sands Beach Resort, a 122-suite beachfront property in Tofino, British Columbia, faced the challenge of building guest engagement, loyalty and year‑round revenue while optimizing marketing across seasonal demand and converting OTA bookers into direct bookers. To address this, the resort adopted Cendyn’s Guestfolio CRM (implemented in 2013) to centralize guest data, automate communications and support targeted marketing and loyalty efforts.

Using Cendyn’s Guestfolio CRM, Pacific Sands implemented automated pre‑/post‑stay emails, a mobile concierge, segmented loyalty tiers, monthly e‑newsletters and targeted campaigns, plus post‑stay surveys to drive improvements and reviews. The results speak to measurable impact: a subscriber list of 38,000+, e‑newsletter open rate 29.1%, campaign open rate 43.35%, Net Promoter Score 83, average online review score 93%, a 12% survey‑to‑TripAdvisor review conversion and a sustained #2 TripAdvisor ranking—outcomes attributed to Cendyn’s platform.

Pacific Sands Beach Resort

Sabrina Donovan

Operations Manager