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Mavlers combined Salesforce Marketing Cloud expertise, data integration, and journey orchestration to deliver personalized post-booking communications for Staypineapple.
Staypineapple wanted to make the period between booking and check-in more valuable for guests. Its existing booking confirmation served a primarily transactional purpose, with limited opportunity to capture guest preferences or help hotel teams prepare before arrival.
Mavlers designed and implemented a Salesforce Marketing Cloud (SFMC) solution that connected reservation data from Staypineapple's property management system to personalized post-booking communications.
The solution combined Journey Builder, Data Extensions, AMPscript, CloudPages, SQL Query Activities, and secure webhooks to trigger a personalized “Day After Booking” email, capture guest-provided preferences, and synchronize those inputs with Staypineapple's operational systems. The experience reached 41,713 guests, generated 10,935 guest preference submissions, and achieved a 23.59% primary CTA click-through rate.
41,713
Guests reached
23.59%
Primary CTA click-through rate
10,935
Guest preference submissions captured
10
Hotels across 7 locations
Hospitality & Boutique Hotels | United States
Staypineapple is a U.S.-based boutique hospitality brand with properties across major urban markets including New York City, Chicago, San Francisco, Boston, Seattle, and Portland. The brand focuses on personalized service and distinctive guest experiences.
Staypineapple partnered with Mavlers to use Salesforce Marketing Cloud to create more personalized guest communications and strengthen engagement across the customer journey.
The booking confirmation completed a necessary transaction, but the period immediately after booking represented an opportunity to engage guests more meaningfully. Staypineapple wanted to capture information about the guest's trip, make it easy for guests to share preferences, and give property teams useful information before arrival.
The solution needed to:
Capture guest preferences without requiring a login
Deliver a seamless, mobile-responsive experience
Trigger personalized outreach after booking
Create a foundation for future lifecycle personalization
Connect guest inputs with property systems
The objective was to turn a static booking confirmation into a useful, personalized pre-arrival interaction.
Mavlers designed and developed a customized CloudPage delivered through a “Day After Booking” email. The solution connected reservation data from Staypineapple's property management system, MEWS, with SFMC. A scheduled SQL Query Activity identified relevant reservations and populated a Data Extension, which then triggered a Journey Builder sequence.
From there, AMPscript used reservation-level data to personalize the CloudPage with relevant guest, reservation, and property information. Guests could provide details such as their reason for travel and pet information without creating an account or navigating to a separate portal. The experience was designed to be responsive and aligned with the Staypineapple brand.
This required more than campaign execution. Mavlers brought together SFMC architecture, data handling, automation, personalization, and CloudPage development to create the end-to-end experience. A transactional confirmation became an opportunity to capture meaningful guest information before arrival.
Capturing guest preferences was only part of the solution. The information also needed to reach the teams responsible for preparing the guest experience.
When a guest submitted the form, the information was updated in the relevant SFMC Data Extension and sent through a secure JSON webhook to Staypineapple's property database. This gave property teams access to guest preferences before check-in. The captured information also remained available in the guest's SFMC profile, creating an opportunity to use those insights in future lifecycle communications.
The resulting flow connected:
Reservation data → SFMC → Personalized engagement → Guest preference capture → Property operations → Future lifecycle communications
The pre-arrival experience became a two-way flow of information: Staypineapple learned from the guest, and its property teams could act on what they learned.
The solution moved Staypineapple's post-booking communication from a primarily transactional touchpoint to an interactive, data-generating stage of the guest journey.
A more engaged pre-arrival experience: Instead of simply confirming a reservation, Staypineapple created an opportunity to engage guests immediately after booking and capture information relevant to their upcoming stay.
First-party guest data captured at the right moment: The experience generated 10,935 guest preference submissions, giving Staypineapple voluntarily provided information that could be used by property teams before arrival and retained in SFMC for future communications.
Marketing and property operations connected: Guest responses did not remain within the marketing platform. Through the SFMC integration with the property management system, relevant information could reach property teams before check-in, connecting digital engagement with the on-property experience.
A foundation for more relevant lifecycle communications: Because guest-provided preferences remained available in SFMC, the value of the interaction extended beyond the current reservation. The data created an opportunity to make subsequent communications more relevant based on what guests had already shared.
Proven at portfolio scale: With 41,713 guests reached across 10 hotels in seven locations and a 23.59% primary CTA click-through rate, the experience demonstrated that personalized pre-arrival engagement could operate at meaningful scale.
Hear It From
“I have worked with a lot of talented people on the Mavlers Team across Sales and Marketing Clouds, SEO, Google Ads, and countless custom integrations. From a day-to-day perspective, my main contacts deliver. It is representative of the balance the Mavlers Team provides me and Staypineapple through our constantly changing and ever-evolving business needs.”
The solution established a reusable foundation for extending personalization across the guest lifecycle. With guest preferences retained in SFMC, Staypineapple can use information gathered before arrival to support more relevant future communications and experiences. The architecture also creates opportunities to connect guest intent and preferences with subsequent lifecycle engagement.
The broader opportunity is to connect guest data, pre-arrival engagement, property operations, and future lifecycle communications into a more continuous customer experience.
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