Email campaigns and the loyalty program

What it is

Two items in the left menu of the website administration, both part of the Premium plan:

Why you need it

Winning a new guest costs money. Bringing back an old one costs one e-mail.

Email campaigns

The campaign types

The type cannot be changed once the campaign is created. It decides when the e-mail is sent.

The fastest route

The Use suggested campaigns button creates a birthday campaign and a "We miss you" campaign with ready-made texts. All you have to do is edit and switch them on.

How to create a campaign

1. In the left menu open Email campaigns.
2. Click New campaign.
3. Choose the Campaign type.
4. Fill in the Campaign name (internal) - only you see it in the list.
5. Fill in the Email subject and the Email text.
6. The Insert guest detail button adds the guest's name into the text so the e-mail is not impersonal.
7. Depending on the type, fill in After how many months without a stay, or the Send date.
8. Turn on Campaign is active.
9. Save.

The unsubscribe link is added to the e-mail automatically. You do not have to think about it.

Who the campaign goes to

In the Who receives the campaign block you can narrow the audience:

• VIP guests only
• Minimum number of stays
• Tags - the segments you keep in the CRM

The system always shows you how many guests the campaign would go to today.

Guests who opted out of marketing are always excluded. This is required by law.

Testing and sending

• Send a test email to yourself - sends the e-mail to your address. Always do this before launching a campaign.
• Send now - sends the campaign immediately. The system tells you how many guests will get it, and it cannot be undone.

Otherwise campaigns are sent in the morning.

How many e-mails you have

In the Campaign emails block you see your monthly limit and how much of it you have used. More can be bought - see Add-ons and limits.

It does not work without a website address

Campaigns cannot be sent until you have your own website address set up - the e-mail has to contain an unsubscribe link.

The loyalty program

How it works

You set up tiers based on the number of stays. The discount applies to the guest automatically when they book - they do not have to enter a code or register anywhere.

How to set up a tier

1. In the left menu open Loyalty program.
2. Click Add tier, or go straight for Use suggested (2nd/3rd/5th stay).
3. Fill in From which stay. On their first stay a guest is not a returning one yet.
4. Fill in the Discount in %. The system immediately works out how much the guest saves on a sample stay.
5. Optionally fill in Extra perks - for example "Free late check-out". It is shown to guests on the program page, but the system does not enforce them - you have to provide them yourself.
6. Turn on Tier is active.
7. Save.

Above the list you see how many guests have already reached the lowest tier.

Changes do not affect existing bookings

When you change or delete a tier, bookings already created stay untouched. They keep the agreed price.

Common problems

Both items are locked for me. They are part of the Premium plan.

The campaign was not sent. Go through: is it active, does the trigger match (birthday, dormancy, date), and does any guest qualify at all? The system tells you when nobody qualifies today.

The campaign cannot be sent at all. You do not have a website address set up.

A guest says they got advertising even though they unsubscribed. Guests who opted out are always excluded. Check whether they got a booking confirmation - those keep coming and are not a campaign.

I have run out of campaign e-mails. Buy a pack on the portal.

The loyalty discount was not applied to a guest. Check that the tiers are switched on and that the guest has reached the required number of stays. Stays are counted by e-mail - if they booked with a different one, the system will not match them.

All my tiers are switched off. Then no discount applies. The system warns you about it.