Case Study: The Set Hotels achieves 60%+ increase in web bookings with Cendyn's personalized CRM

The Set Hotels - Customer Case Study

The Set Hotels, a young ultra-luxury hotel group based in London, needed to boost direct web bookings and deliver consistent, personalized experiences across multiple properties and channels. They engaged Cendyn (and partner technology) to harness location and guest data and to build an omni-channel personalization strategy.

Cendyn implemented a coordinated solution—using Achiga's Live Experience Management platform for consistent, adaptive web experiences and Cendyn CRM to power personalized guest engagement and service. The approach increased The Set Hotels’ web bookings by over 60%, delivered more targeted outreach and a unified branded experience that improved conversion and guest loyalty.

The Set Hotels

Martijn van Eijk

Director of Guest Loyalty & Retention