Seaham Hall

Partnership

Seaham Hall is one of the UK’s most distinctive five-star spa hotels, set on the Durham Heritage Coast and recognised globally for its luxury guest experience. 

Our partnership with Seaham Hall spans more than eight years, during which we’ve delivered a fully connected digital ecosystem,  from high-performing digital marketing, to an integrated gift voucher platform, booking engine, and spa management system designed to strengthen the digital guest journey and drive commercial growth.

Challenge

The hotel wanted to increase website traffic and revenue without paying high commissions to third-party booking sites. So, we needed to generate high-quality traffic to their site, with a simple conversion path to encourage guests to spend more.

Approach

We partnered with the Seaham Hall team to enhance their website's visibility and organic search performance. We used a strategic SEO content plan that matches their digital strategy and ensures everything on their site can be easily booked, including upselling options, to boost their revenue.

Driving direct business

Channeling guest acquisition

To approach the project effectively, we adopted a comprehensive strategy that focused on audience segmentation. We introduced a full-funnel approach, combining continuous brand-led campaigns with tactical promotions to strike a balance between raising awareness and driving conversions. This approach proved highly successful, delivering an impressive ROAS of 33:1 and significantly enhancing efficiency throughout the funnel, leading to a remarkable 40% increase in direct revenue.

Website

Joining the dots online

Recognising the importance of their diverse offering, we prioritised website optimisation. Careful analysis of Seaham Hall's offerings and website data allowed us to design a user experience that struck the right balance between exploration and conversion. Emphasising self-curated stays through upsells and cross-sells, we achieved a remarkable 60% increase in engagement, with an impressive 59% of bookings involving multiple items.

Technology

A seamless experience

Additionally, our ecommerce platform seamlessly integrated with Seaham Hall's core operations, alleviating pressure on both internal teams and front-of-house staff. This integration allowed guests to easily check real-time availability for rooms and spa treatments, select their preferred time, and book multiple services, including dining and afternoon tea. As a result, Seaham Hall experienced a reduction in incoming calls, increased table reservations, and improved cash flow, alongside a notable rise in average order value.

Vouchers

The gift of revenue

Seaham Hall made full use of the Journey voucher platform to drive strong results. A bespoke design aligned with their brand delivers a consistent, high-end user experience, supported by luxury digital vouchers with personalised animation and optional audio messaging. Real-time data access has improved decision-making, alongside ongoing support, digital resources, and in-house voucher fulfilment. This approach has helped generate over £6 million in gift voucher revenue, a significant result driven by both the platform and targeted digital campaigns.

Stats

ROAS
33 :1
Spa revenue
+ 117 %
Room revenue
+ 74 %

Don’t take our word for it

“Journey is passionate about what they do and adds value to our team with the in-depth knowledge they have both in our industry and the ever-evolving digital space.”
Review by Ross Grieve Managing Director at Seaham Hall
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