Hospitality group
Illustrative scenario: unified guest loyalty across rooms, F&B and spa, aimed at reducing OTA dependency and raising direct bookings.
Direct
Higher direct-booking share
Lower
OTA dependency
Unified
Guest profile across properties
Group-wide
Earn / burn
Section 01
The challenge
Where this hospitality scenario starts.
Hospitality groups often rely on OTAs for a large share of bookings, lose margin to commissions, and cannot see a unified guest record across rooms, food-and-beverage and spa. Loyalty tracked per property makes cross-property value invisible to revenue managers.
Section 02
The approach
What we built together.
01
Unified guest profile linking room stay, F&B order and spa booking into one identity.
02
WhatsApp concierge journeys for arrival, in-stay upsells, post-stay feedback and re-booking nudges.
03
Tiered loyalty with stay-based earn/burn, redeemable across the property and the group.
04
Direct-booking incentive engine — guests booking direct earn more and receive selective upgrades.
Section 03
Illustrative outcomes
The direction this scenario moves — illustrative, not a verified customer result.
Higher
Direct-booking share as guests are nudged away from OTAs (illustrative).
Lower
OTA dependency and commission leakage (illustrative direction).
Attach
F&B attach for loyalty guests vs walk-ins (illustrative).
Repeat
Repeat-stay rate within a year (illustrative direction).
“A single view of guest value across rooms, F&B and spa is what lets a hospitality group reduce OTA dependency and reward guests who book direct.”
Illustrative scenario · Hospitality
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