Client
Coastal Resorts & Spa
Industry
Hospitality & Travel
Duration
10 months
Services
Brand Refresh, Crisis Management
Overview
The Story
Coastal Resorts, a collection of five luxury beachfront properties, needed to recover from pandemic-era closures and reposition themselves for the travel boom. Their previous marketing felt dated, and they were losing bookings to newer boutique hotels.
Challenge
The Problem
Post-pandemic travelers had new expectations around flexibility, wellness, and experiences. Coastal's brand messaging hadn't evolved, and negative reviews from their reopening period were affecting their reputation. They needed a complete brand refresh while managing ongoing reputation concerns.
Solution
Our Approach
We executed a two-phase approach: first, reputation management to address and resolve negative sentiment, then a major relaunch campaign. We partnered with travel publications like Condé Nast Traveler and Travel + Leisure for exclusive features, created an immersive influencer program bringing 30 creators to their properties, and developed new messaging around 'Coastal Wellness' that resonated with modern luxury travelers.
Impact
The Results
185%
Booking Increase
4.2 to 4.8
Review Score
25M+
Social Reach
40%
ADR Growth
"They helped us not just recover, but come back stronger than ever. Our properties are now fully booked months in advance."
Robert Castellanos
VP Marketing, Coastal Resorts
What We Did
Services Provided
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