Orchid Hotels
Unified guest loyalty across rooms, F&B and spa; reduced OTA dependency materially.
+38%
Direct booking share
-23%
OTA dependency
4.1×
F&B attach rate
8 properties
Live across India
Section 01
The challenge
Where Orchid Hotels was before Fundle.
Orchid Hotels relied on OTAs for over 50% of bookings, lost margin to commissions, and could not see a unified guest record across rooms, food-and-beverage and spa. Loyalty members were tracked per property — making 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 on Orchid.com earn 3× and get cherry-picked upgrades.
Section 03
The results
Outcomes the operating committee sees.
+38%
Direct booking share lifted from 28% to 38% in 9 months.
-23%
OTA dependency reduced by 23 percentage points.
4.1×
F&B attach rate for loyalty guests vs walk-ins.
+19%
Repeat stay rate within 12 months.
“Single view of guest value across rooms, F&B and spa. OTA dependency dropped materially.”
Vikram Cotah · CEO · Orchid Hotels
More customer stories
See allFashion
Rangriti
Personalised fashion loyalty with AI Campaign Agent — marketing ops reduced from 6 to 2 people.
+45%
repeat rate in Q1
Beauty & Cosmetics
NewU Beauty
AI-driven churn prediction + automated win-backs across 280+ stores in India.
-32%
90-day churn
Department Stores
Cosmo Bazaar
Footfall, dwell, ADSR and tenant performance as a daily operating system across 100+ stores.
4.1×
ADSR ratio
Get started
Want results like Orchid Hotels?
A 30-minute working session with our team — we'll show you the cohort, the journey and the operating cadence in your numbers.