Case: Referral System for a Hotel

Context

Guest acquisition relied heavily on OTAs and paid advertising. Word-of-mouth referrals happened organically but were never tracked or incentivized.

Objective

Create a structured referral program that gives existing guests a reason to recommend the hotel and tracks conversions automatically.

Results

• 120 new bookings per month from referrals within 6 months
• Customer acquisition cost via referrals: 3× lower than paid channels
• Referred guests showed 28% higher retention rate

Full case available in Russian — Реферальная система