Hotel Haven Riviera Cancun: Partnering with Amadeus to Drive Direct Bookings During the Pandemic and Beyond

Jennifer Axness


The resort saw consistent YOY growth of over 100% after implementing Amadeus Meta and a solid growth in direct bookings of 226% (2021) and 153% (2022) by adding Digital Media to their suite of solutions.

Gilberto Sámano, eCommerce Manager, Hotel Haven Riviera Cancun: “We selected Amadeus as our travel partner to ensure we are implementing the technology that makes the most sense for our business. It is important to us that we are able to reach guests when and where they are likely to book, and that we are able to provide guests with the most superior search and booking experience possible.” 


The 5-star Haven Riviera Cancún, part of the Spanish Hipotels Hotels & Resorts hotel collection, has been offering unforgettable, adults-only vacations since 2018. The large, all-suite property, ideally situated between Cancun and the Riviera Maya, caters mainly to North American visitors, offering top-tier services and amenities including multiple restaurants and a luxury spa.

The Haven’s current set of solutions includes iHotelier® suite; Web Solutions; Business Intelligence; and Digital Media.


Following a significant decline in reservations in 2020 due to the pandemic, the resort sought to increase bookings and grow revenue as regulations shifted and individuals were eager to resume travelling.


The hotel crafted a compelling communication strategy to inform guests that they were open for business during the pandemic, implementing remarketing campaigns to deliver relevant and timely information to a target audience that was eager to travel. The strategy included offering attractive promotions during specific periods, with clear and consistent messaging in both English and Spanish. The hotel also collaborated with Amadeus to optimize a display campaign, switching to a new platform that boosted both performance and results.


Following the addition of Amadeus’ Digital Media solution, 2022 results compared to 2021:

  • Direct bookings grew by 153%
  • Display media booking rate increased by 386%
  • Social media booking rate increased by 258%
  • Search booking rate increased by 195%

In 2021, the hotel added Meta Media, leading to:

  • YOY growth of over 100% in 2022
  • A 28% increase in bookings in Q1 2023 alone

After the resort launched a new website in 2022, revenue grew by an additional 53%; the volume of reservations increased by 41%.

In Q1 2023, the hotel has already shown an increase in direct booking revenue of 105% over 2022.


The Haven’s set of solutions includes iHotelier suite (including our award-winning booking engine, GDS connectivity, channel manager, meta connectivity, and PMS interface); Web Solutions (industry state-of-the-art CMS); Business Intelligence (next generation rate shopping solution RevenueStrategy360®); and Digital Media Suite with a dedicated campaign Manager.


All data provided is from iHotelier Analytics.