Luxury
Grand Plaza Resort & Spa
500+ Rooms
A prestigious beachfront resort rebuilt its revenue strategy by shifting bookings from costly OTAs to direct channels, while delivering luxury guest experiences across every stay.
The challenge
Grand Plaza was dependent on OTAs for 80% of bookings, which eroded margins and blocked access to guest data. The hotel needed a stronger direct channel and a premium guest journey that matched its brand.
Our solution
We introduced a unified direct-booking platform, personalized pre-arrival communications, and targeted loyalty incentives to turn high-value guests into repeat bookers.
Results
Within 18 months, direct revenue climbed by 40%, OTA commission spend fell by 25%, and repeat stays rose by 32%, proving the guest experience and the direct channel could scale together.
What this meant for the property
- Lowered OTA dependency from 80% to 48%
- Increased repeat bookings by 32%
- Delivered a premium guest journey across web and onsite touchpoints