Behind Sonesta's Rapid Expansion: The Data Platform that Makes It Possible

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The callenge

After a series of major acquisitions, Sonesta International Hotels had a data problem. With over 1,200 properties and a portfolio of 17 brands, Sonesta needed real-time access to reservation and guest information across 16 separate PMS systems.

The solution

That’s when Sonesta turned to Hapi, the hospitality industry’s leading platform for data integration between technology systems. After hearing Sonesta’s struggles with operational efficiency, the Hapi team was able to extract reservations and guest data from each PMS, normalize it, and deliver it to other key systems in a single data stream. Data is now delivered to Sonesta’s new, in-house, Customer Data Platform, which powers the company’s award-winning loyalty program.

The results

  • Enhanced Operational Efficiency: Hapi’s data integration solution streamlined operations across all levels at Sonesta, from the C-suite to property-level staff.
  • Single Data Stream: By consolidating data into their CDP, Sonesta was able to make informed decisions across the business.
  • Loyalty Program Transformation: The data-driven approach led to the successful restructuring of their customer loyalty program across all properties.
  • Industry Recognition: In November 2023, Sonesta received the “Hotel Visionary 2023 Product Innovation Award” for its innovative, data-powered loyalty program.

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