Summer Hotels

The challenges of abandoned carts in the hotel industry

On hotel sites, a significant portion of visitors initiate a reservation without finalizing it.

The reasons are multiple:

• Comparison with other institutions
• Hesitation on dates or rates
• Unresolved questions
• Interruption of the course

For hotel groups, these abandonments represent a significant loss of profit, which is often underestimated.

In a context of pressure on acquisition costs and dependence on OTAs, each direct reservation recovered immediately improves profitability.

How to transform a cancelled reservation into a commercial opportunity?

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The challenges faced by Summer Hotels

Summer Hotels wanted to:

• Reducing the rate of abandoned carts
• Maximize direct sales
• Personalize the relationship right from the navigation phase
• Intervene quickly before the customer books elsewhere

The challenge was not only to analyze withdrawals, but to set up a system capable of detecting and relaunching in real time, while respecting the group's premium image.

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The solution implemented by HDB Solutions

HDB deployed the solution Get Lost Cart on all of the group's sites.

Automatic detection of abandonments

The device identifies in real time the visitors who have initiated a reservation without finalizing it, allowing rapid intervention.

Personalized reminder by phone

HDB sales teams ensure:

• A quick contact
• A personalized reminder
• A conversion-oriented discourse
• Support aligned with offers and brand image

A system oriented to commercial performance

Thanks to this turnkey system, Summer Hotels now transforms hesitations into confirmed bookings, with a measurable impact on commercial performance.

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Deployment and operational organization

The solution was gradually integrated across all sites with:

• Setting up detection scenarios
• Definition of recovery rules
• Sales team training
• Regular performance monitoring

The system is naturally integrated into the existing digital strategy.

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Impacts and benefits for Summer Hotels

Thanks to Get Lost Cart, Summer Hotels was able to:

• Recover dozens of bookings that were originally abandoned
• Improve your conversion rate
• Maximize your direct sales
• Better measure the loss of earnings related to dropouts
• Reinforcing the perception of service quality

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“Before Get Lost Cart, we weren't really aware of the extent of the loss of profit associated with cancelled bookings.
Today, we have recovered dozens of sales that we would have simply lost.

The most surprising? The perception of reminders: our customers do not experience them as commercial pressure, but as a real attention paid to their experience.

It is both effective and rewarding for our image.”

Perrine Benoit, Marketing & Digital Director - Summer Hotels