Stella Hotels has a rich tradition of hospitality, passed down through generations. This commitment to making guests feel truly welcome shines through at their stunning resorts on the Greek islands of Crete and Santorini, where every guest is treated with exceptional care to ensure an unforgettable stay. We had the pleasure of interviewing the team at Stella Hotels, who have successfully translated their commitment to creating relaxing and inspiring guest experiences into a highly effective direct channel strategy.

Let’s dive into how the team ensures a first-class experience, starting with the initial interaction on the hotel’s website and extending throughout the entire stay…

Thanks for taking the time to talk with us! Could you tell us a bit about the concept behind Stella Hotels?

Stella Hotels is all about delivering an unforgettable luxury experience on the Greek islands of Crete and Santorini. The collection emphasizes a deep commitment to hospitality, rooted in tradition, offering a variety of exquisite properties designed for different types of travelers—from family getaways to romantic escapes. Each resort is designed to be more than just a place to stay; it aims to leave guests feeling refreshed and inspired, with its attention to detail, breathtaking settings, and exceptional service.

That sounds wonderful! What made you decide to partner with The Hotels Network for your direct channel strategy?

The main reason we chose to partner with The Hotels Network was their state-of-the-art tools, which significantly enhance our online productivity. This partnership allows us to optimize our direct channel strategy, ensuring a seamless and personalized booking experience for our guests while maximizing our reach and efficiency online.

Stella Hotels is ahead of the curve by using Predictive Personalization to predict the user behavior of their website visitors. Can you tell us more about how using machine learning has impacted your results?

For us, Predictive Personalization has been a game-changer, significantly boosting the conversion rate of our website by effectively targeting potential guests who are hesitant to make a reservation. Since integrating this tool, we’ve seen a noticeable increase in direct reservations through our website, surpassing traditional channels like OTAs. It has allowed us to engage with hesitant visitors at the right moment, providing personalized content that encourages them to book directly, strengthening our overall direct booking strategy.

That’s great to hear! Which campaigns have been most effective in engaging your website visitors?

The Predictive Personalization low-intent campaign has been the standout performer for us. It has significantly improved our conversion rate by turning more casual website visitors into booked guests, making it one of the most effective strategies we've implemented.

One last question: Based on your success with website messaging, what advice would you give other hoteliers looking to improve their direct channel performance?

Without a doubt, leveraging a platform like The Hotels Network is a powerful way to boost online sales. Over time, we’re confident that its impact will become evident to even the most skeptical hoteliers. Investing in this kind of technology can make a significant difference in enhancing direct channel performance and elevating the guest experience on your hotel’s website.

Thank you to Stella Hotels for sharing their journey toward direct channel success with us. With their focus on delivering exceptional guest experiences from start to finish, they’re shaping the future of hospitality, one stay at a time.