The Whitley Hotel
A direct booking and guest experience system that freed a boutique hotel from OTA dependency.
A 40-room boutique hotel losing 75% of bookings to OTAs at 18-22% commission. No direct booking engine, no guest communication system, and no post-stay nurture. Guest experience was good but undifferentiated.
Built a direct booking platform with AI-powered dynamic pricing, automated guest communication, a post-stay nurture system, and a loyalty program that made direct booking the better choice.
Direct bookings grew from 25% to 68% of reservations, OTA commissions dropped 60%, and guest satisfaction hit 4.9/5 — all without adding front desk staff.
We built a direct booking platform with AI-powered dynamic pricing that adjusted rates based on demand, events, season, and competitor pricing — always offering direct bookers the best rate. Automated guest communication handled pre-arrival, in-stay, and post-stay messages across email and SMS. A post-stay nurture system drove repeat bookings with personalized offers. A loyalty program rewarded direct bookers with perks and upgrades, and a guest portal offered concierge services and local recommendations.
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