How Brittain Resorts & Hotels generated $63 million in direct revenue in one year using Revinate

Direct Email Revenue

$41.2 million in direct revenue in 2024, including $3 million from automated campaigns

Call Center Revenue

$22.2 million in call revenue, with $1.94 million of that coming from outbound bookings in 2024

Reachable Guests

4.7 million reachable guests across the portfolio — built through consistent email capture and CRM automation

Our success comes down to one thing: guest data. Revinate gives us the clean, actionable database we need to drive repeat bookings and reduce OTA reliance.

Carlie Fletcher

Vice President of Marketing

Brittain Resorts' challenge

As Brittain Resorts expanded its third-party hotel management, its lean marketing and sales teams needed a unified solution that could scale efficiently. With just a two-person email team responsible for supporting numerous properties, efficiency was critical. Their previous email marketing platform was cumbersome and disjointed, making it challenging to manage campaigns, segment audiences effectively, act on guest data in real time, and report results.

At the same time, Brittain faced a surge in call volume across its properties and needed a call center solution that could effectively manage inbound and outbound reservations at scale. Equally important was the need for the call center and marketing teams to work in sync, sharing guest data, campaign insights, and lead activity to maximize conversion opportunities and drive more direct bookings.

Brittain needed a unified platform that was intuitive and automated, built to empower small teams to deliver high-impact results across marketing and sales, while maintaining a high level of personalization and performance across their expanding portfolio.

How Brittain Resorts builds a high-value guest database that drives repeat stays with Revinate

Brittain Resorts has mastered the art of collecting guest data, making it a central part of their strategy. Every interaction, whether through the website, social media, phone calls, or front desk check-ins, presented an opportunity to enhance their guest database, expand their marketing reach, and encourage repeat visits.

As of April 2025, Brittain Resort’s database includes over 4.7 million contactable guests, with 7,563 new subscribers added in the most recent period alone.
70% of Brittain Resort’s guests are repeat visitors, significantly above the industry average, a result of their effective marketing efforts.

This robust, unified guest database supports both one-time marketing campaigns and automated lifecycle communications, contributing to significant direct revenue. The accuracy and scale of their guest data have become essential to reducing OTA dependency and building long-term relationships with guests.

How Brittain reduces reliance on OTAs by using Revinate

By leveraging their clean, high-quality guest database and focusing on owned audiences, Brittain is steadily shifting bookings away from OTAs and proving the effectiveness of direct engagement. When a guest books through an OTA, after the front desk staff collects their email address, which triggers a welcome email, a post-stay survey, and an OTA win-back campaign aimed at converting these guests into direct bookers for their next visit.

In the first three months of 2025, Brittain’s email program generated over $10.7 million in direct revenue.
85% of all bookings are made direct, enabling Brittain to retain higher profit margins by minimizing third-party commission costs.

How Brittain drives millions of dollars in direct revenue from email automation within Revinate Marketing

Automated campaigns, such as cart abandonment, welcome-to-database, ‘we miss you,’ and OTA win-backs, operate continuously in the background, generating millions in incremental revenue. In 2024 alone, Brittain drove over $3.1 million from automated campaigns.

Top-performing campaigns include:

Cart abandonment: Over $1.6 million earned by re-engaging guests who started but did not complete their booking, encouraging them to finish the transaction.
We miss you: $653,172 generated by reaching out to past guests who hadn’t returned in a while.
OTA win–back: $401,287 earned by enticing OTA bookers to book direct next time.
Welcome/qualification: $359,000 gained by engaging guests immediately upon their sign-up.

The cart abandonment campaigns, in particular, have become a cornerstone of Brittain’s strategy, proving highly effective at converting warm intent into bookings. By identifying when guests drop off during the booking process and automatically sending personalized reminders, Brittain recaptures significant revenue that would otherwise be lost, all without manual intervention.

These always-on touchpoints allow Brittain to engage guests at critical moments in their journey, combining relevance and timing to maximize impact while freeing their team to focus on strategy and growth. And this year, Brittan is on track to drive even more direct revenue, having already surpassed $2.2 million in automated campaign revenue as of July 2025.

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Brittain Resorts & Hotels (BRH) is a full-service hospitality management company providing multi-layered expertise in all disciplines of hotel and resort operations. Since 1943, BRH has been enriching the lives of its team members, guests, partners, and the communities they serve by providing exceptional guest experiences, a supportive work environment, and superior returns. With over 4,700+ rooms, suites, and condos in the portfolio, the company currently operates 30+ hotels and resorts and 45+ restaurants & bars within the United States.

Media Contact:
Patrick Norton
Chief Marketing Officer
Phone: (843) 282-7359
[email protected]