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Marriott Doubles Home Rental Bookings and Revenue

How Marriott scaled to 100,000+ home rentals.

Summary

A new platform gave Marriott a new way to serve travelers looking beyond traditional hotel stays.

100 K+

properties curated across U.S., Europe and Asia

100 %+

increase in YoY bookings.

2 +

features/wk continuous deployment & release

A new platform gave Marriott a new way to serve travelers looking beyond traditional hotel stays.

Client

Marriott International

Industry

Travel & Hospitality

Topic

Modernization & Engineering

Intro

Marriott wanted to give loyal hotel guests another way to stay. Short-term rental experiences offered the comfort and convenience travelers were looking for, but Marriott saw room to pair that flexibility with the trust and long-term guest relationships behind its hotel business.

That idea became Home & Villas by Marriott International. Publicis Sapient worked with Marriott to take the offering from an MVP to a full-scale platform built around the preferences of its global customers and connected to the Marriott Bonvoy ecosystem. The result gave Marriott a stronger position in the short-term rental market while keeping the guest relationship at the center of the stay.

The Problem

In order to compete with industry disruptors and online travel agency players, Marriott needed a new approach to customer experience and product management in the short-term rental market. Many guests have become more comfortable in private spaces. So, the hotel company decided to double down on Marriott Homes & Villas (HVMI).

The Solution

Publicis Sapient and Marriott built an evolutionary platform marketplace on a complete cloud-native, microservices-based architecture. This innovative solution caters to the unique preferences of Marriott's 140 million+ global customers, applying guest data and machine learning to curate the trip of a lifetime, staycation or “bleisure” trip with personalized suggestions and offers, all within the Bonvoy ecosystem.

The use of the AWS cloud platform, which includes services like Amazon ECS, Amazon Managed Streaming for Apache Kafka, OpenSearch and Amazon CloudWatch, allows Marriott's employees to exercise greater agility when creating solutions for guests. The platform is equipped with enhanced global monitoring, security, and supports for surges in demand with AWS CloudTrail, AWS Config, AWS X-ray and Amazon GuardDuty, and is actively managed and supported in real time by Publicis Sapient.

The Impact

Publicis Sapient transformed HVMI into a full-scale platform in just six months.

Over the next 12 months, the platform incorporated many new features, integrated with 20+ partners, added thousands of listings and grew the number of bookings and revenue by over 2x year over year.

The solution covers end-to-end processes, from inventory management, reservation processing, card and Bonvoy points redemption to reporting and financial reconciliation capabilities.

"

Publicis Sapient and AWS have been critical in the successful growth of our platform to this point, and I am confident that our selection of partners has us well positioned to capture even more market share as we scale our business in the coming years.

"

— Nitin Sood,

VP - Product and Technology | Homes & Villas by Marriott International

Meet our authors

Jagdish Ghanshani

Senior Vice President and Managing Partner

Ed Vanga

Head of Product, Travel & Hospitality, Publicis Sapient

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