Case Study: Hilton boosts revenue and reduces cancellations with SundaySky's SmartVideo Welcome & Onboarding

Hilton - Customer Case Study

Hilton, a global hospitality brand, partnered with SundaySky to tackle the challenge of engaging and upselling guests before they arrive while reducing cancellations and improving the pre-stay experience. The objective was to drive anticipation and encourage booking of activities, dining and entertainment for guests already booked for future stays, using a timely touchpoint 14 days prior to arrival.

SundaySky’s SmartVideo Platform delivered personalized video stories via email—tailored to accommodations, reservation dates and trip packages—that shared resort information and promoted add-ons. The campaign increased revenue per customer, lowered cancellation rates, and delivered measurable improvements in customer experience and brand impact.

Hilton