About

The Inclusive Collection, part of World of Hyatt, delivers immersive, elevated experiences where everything is seamlessly included. Whether you’re planning a dream vacation, a flawlessly executed meeting or the ultimate destination wedding, the Inclusive Collection caters to every need, allowing guests to connect with those who matter most and turn moments into lifetime memories.

https://world.hyatt.com/content/gp/en/inclusive.html

Products Used

CRM

Customer Story

Hyatt Hotels Corporation

Hyatt Inclusive Collection streamlines guest journey with Cendyn CRM

THE CHALLENGE

Hyatt Inclusive Collection needed an email marketing and CRM solution that could provide a unified view of their guests, integrate with multiple booking engines and property management systems, offer responsive customer service, and include hotel-specific functionalities.

THE SOLUTION

Cendyn CRM met Hyatt’s needs with our Customer Data Platform, which integrates with most hotel industry software and technology providers via API, including top booking engines and PMS. Plus, Cendyn CRM also provides email marketing and marketing automation platforms which are tailored to the needs of the hotel industry. We also enrolled Hyatt in a premium customer service program that includes 24/7 support, dedicated customer success representatives, and expert office hours.

"We are very happy with the switch from Hubspot to Cendyn CRM. We have improved in hotel-specific functionalities, customer service and pricing."

– Juan Llop, Direct Sales Manager, Hyatt Inclusive Collection

THE RESULTS

Since implementing our solution, Hyatt has seen noticeable improvements in personalization and automation capabilities for their email marketing campaigns, more effective guest communications due to hotel-specific functionalities, a closer relationship with customer service representatives, and a reduction in cost compared to their previous tool. The Hyatt team reports that, “It feels like Cendyn CRM is part of our team. We are very happy with the switch from Hubspot to Cendyn CRM. We have improved in hotel-specific functionalities, customer service and pricing.”

This case study was completed before the Cendyn acquisition of PUSHTech but Hyatt Inclusive Collection can now benefit from the suite of Cendyn products.