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CASE STUDY

Two Roads Hospitality: personalized hotel stays

Award-winning hotel brand unifies customer experience within and across multiple hotel properties

Company

17,000 employees

Industry

Travel

Region

North America

Distinct guest experiences

Two Roads Hospitality offers distinctive guest experiences at more than 90 properties in eight countries. A top-ranked hotel management company formed in 2016, Two Roads markets five of its own brands: Joie de Vivre, Thompson Hotels, Destination Hotels, tommie and Alila Hotels & Resorts.

Two Roads brands stand out in a competitive hotel market by offering something different and better than its rivals. The company’s digital presence also needed to reflect this advantage and differentiation. As part of the transformation, Two Roads began systematically migrating its brands’ websites beginning with its Joie de Vivre brand. Two Roads engaged Sitecore partner Hedgehog to build out a Sitecore XP platform hosted on Microsoft Azure.

Challenge

  • Differentiate brands in competitive hotel market
  • Personalize content within and across multiple brands
  • Tailor content to each hotel’s local character, attractions
  • Overcome high bounce rates, low conversions
  • Accelerate integration of new hotels

Solution

  • Sitecore® Experience Platform™ (XP) (v9)
  • Sitecore on Microsoft Azure (PaaS)

Result

  • Established single multitenant platform for multiple brands
  • Personalized relationship-building customer content
  • Empowered individual hotels to manage their own localized content
  • Increased web traffic 9%; nights by room 19%; bookings 18%; social media followers 10%; pages per session 54%; e-commerce conversion 15%; website revenue 10% (Joie de Vivre)
  • Spun up new web properties within days
Competition is fierce, not only with other hotel websites but also with Online Travel Agencies. Using Sitecore, we deliver a better guest experience that drives look-to-book conversions and therefore revenue.
Isaac Gerstenzang
Assistant Vice President, Corporate E-Commerce, Two Roads Hospitality

Unified brand vision; personalized content

Now Joie de Vivre hotels communicate the same overall brand vision but speak to their individual customers personally—knowing the difference, for example, between a business trip and a family vacation. Local property managers can make content changes without involving the corporate team, modules for building new landing pages and website sections can be shared across properties for business agility and efficiency.

Two Roads is migrating additional hotel brands to Sitecore, as well as the corporate site that includes business-to-business content for business development, People Services for careers and recruitment as well as consumer links.

Platinum Solution Partner

Hedgehog is a full-service digital agency poised at the intersection of creative and technology. A Sitecore partner since 2007, three-time Sitecore Site of the Year winner, and creator of the widely used development tools TDS, Razl, Feydra, and ZeroDeploy.

Hedgehog is known in the industry as the go-to partner for solving the most complex situations. Hedgehog offers strategy, creative, technology, and consulting services with expertise in e-commerce, travel and hospitality, manufacturing, media, and healthcare. With success rooted in a philosophy of long-term valuable relationships founded upon transparency, pragmatism, and putting their clients’ needs first, Hedgehog is a trusted partner for several Fortune 100 companies.

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