Why the voice channel still outperforms OTAs – and how smart hoteliers are turning calls into revenue
Apr 11, 2025
In the digital age where online travel agencies (OTAs) dominate, many hoteliers underestimate the power of the voice channel. However, Revinate’s 2025 Hospitality Benchmark Report highlights that phone bookings not only convert better but also yield higher revenue per booking. Yet, many hotels fail to maximize this potential, missing out on personalized service and guest loyalty.
Key takeaways
The voice channel outperforms all other hotel marketing channels in conversion rate (around 50% in North America).
Many hotels underutilize the voice channel, leading to lost opportunities for revenue, guest data collection, and relationship-building.
Voice bookings are ideal for luxury travelers or guests with complex needs who value human interaction.
Reservation sales technology can boost performance through: Lead capture and follow-up strategies ($12.07 per email captured). Real-time coaching for agents to improve booking success.Warm transfers and reduced wait times for better guest experience. 24/7 coverage via RezForce, ensuring no call goes unanswered.
Hotels using these strategies saw $1,748 in incremental revenue per room annually through voice-based outbound calls.
Download the report at Revinate
