Case: Hotel Loyalty Program
Context
Section titled “Context”OTAs captured guest loyalty through their own bonus systems. The hotel paid commission on every repeat visit — even from guests who had already stayed multiple times.
Objective
Section titled “Objective”Build a proprietary loyalty program that motivates guests to book directly and return to the same property rather than chasing OTA bonuses.
Results
Section titled “Results”- Direct booking share from repeat guests: +35% in 12 months
- Average stay frequency increased from 1.4 to 2.1 visits per year
- OTA commission costs reduced by $180,000 annually
Full case available in Russian — Программа лояльности