If you’ve ever looked at your monthly OTA commission bill and thought, “There has to be a better way,” you’re not alone.
OTA reliance doesn’t happen overnight. It builds slowly, until hotels realize most of their demand is flowing through channels they don’t fully control. The result is familiar: less guest data, fewer upsell opportunities, and reduced profitability.
The good news is that hotels are proving this can change quickly. In the examples below, three very different properties shifted a meaningful portion of OTA volume to direct channels in a matter of months. Their success came from personalization, smart segmentation, and consistent guest communication.
Before we dive in, here’s what you’ll take away:
- Why OTA bookers are easier to win back than most hotels expect
- How segmentation creates stronger direct booking performance
- What changed when these hotels started communicating directly with guests
- Real numbers showing how fast results can materialize
Let’s explore how these hotels made direct booking growth a core part of their strategy.
Like many remote luxury resorts, InterContinental Hayman Island relied heavily on OTAs for visibility. But the team saw a major opportunity: past guests who already loved the brand but were mostly returning through third-party channels.
Their turning point came when they introduced true segmentation. Instead of sending one general promotion, they created tailored messages for specific guest groups: couples, families, nature-focused travelers, and others. Each audience received a story that matched the way they travel.
The results were immediate:
- 62% open rate
- 7.2% click-through rate
- More than 220 room nights booked directly
This campaign proved that personalized communication can quickly shift booking behavior. When guests feel understood, they choose to book direct.
Crown & Champa Resorts: $3 million in direct revenue after modernizing their communication
Crown & Champa Resorts had strong demand but limited insight into how well their direct channel was performing. Their team wanted a way to communicate more meaningfully with guests and increase direct bookings across properties.
The change began when they adopted a more advanced CRM and automation system. For the first time, they could segment guests by resort, interests, stay history, and spending patterns. Automated workflows helped each property reach guests at the right time with the right message.
The impact:
- More than $3 million in direct revenue in 10 months
- 35% average open rate
- About $19,000 in revenue per campaign
Most importantly, the resort group created a consistent rhythm of outreach that encouraged guests to book direct. This shifted the balance away from OTAs and toward owned channels across the portfolio.
Hotel König Albert: €400,000 in direct revenue by rethinking the guest journey
Hotel König Albert, a newer independent property, knew that heavy OTA reliance could limit long-term growth. But their existing email tool didn’t allow for segmentation or conversion tracking, which made it difficult to understand what was working.
Once they moved to a system that supported smarter segmentation and full performance insights, the hotel began rebuilding its direct strategy. Their database expanded from 20,000 to more than 34,000 contacts. With richer guest insights, they launched targeted campaigns for spa visitors, families, local travelers, and past OTA guests.
In their first year, these efforts generated more than €400,000 in direct revenue. For a single-property hotel, this was a clear sign that personalized communication can outperform OTA exposure when the message is thoughtful and relevant.
What these hotels share and why their strategies worked
Even though these hotels operate in very different markets, their success came from the same core approach. Each one used guest data to understand who they were speaking to and shaped campaigns around real guest needs. This made every message feel more personal, which naturally encouraged guests to book directly.
They also moved away from broad, generic sends. Instead, they focused on specific groups such as families, spa guests, couples, or past OTA bookers. When the message matched the audience, engagement increased, and direct conversions followed.
Another shared element was simplicity. None of these hotels relied on heavy discounting to win guests back. They communicated value clearly and made the direct channel feel easy and appealing.
Finally, they built a system they could repeat. Once segmentation, automation, and tracking were in place, results became consistent and continued to improve over time.
Why this matters right now
Guests expect personalized communication. OTAs offer convenience, but hotels offer something far more powerful: the relationship.
Owning that relationship leads to:
- Higher margins
- Stronger loyalty
- More upsell opportunities
- Better long-term revenue stability
And as these examples show, the shift doesn’t take years. With the right strategy, you can see results within the same quarter.
A simple way to begin shifting OTA bookings to direct
If you want to follow the same path:
- Segment your database, starting with past OTA bookers
- Create personalized offers based on guest interests and stay history
- Automate follow-up messages so momentum isn’t lost
- Track every conversion, and refine based on performance
- Communicate the value of booking direct (flexibility, perks, personalization)
Small changes in communication can lead to big changes in channel mix. And the impact compounds over time.
As we enter the final month of Direct Booking Mastery, these stories show how powerful the right strategy can be. The themes you’ve seen here build on everything covered in the earlier tracks, from segmentation to personalization to smarter guest journeys. If you want more ideas to reduce OTA reliance, now is the perfect time to revisit those lessons and see how they connect.
About Revinate
Revinate is a direct booking platform that leads the hospitality industry in driving direct revenue and increased profitability.
Our products and our people combine to give hoteliers the superpowers they need to crush their goals. With Revinate, hoteliers shift share away from OTAs and drive tangible results across an individual property or a portfolio. Our industry-leading, AI-powered customer data platform collects, unifies, and synthesizes data to give hoteliers a foundational advantage.
Hoteliers gain critical intelligence — guest lifetime spend, stay preferences, ancillary revenue, and more. With Revinate’s Rich Guest Profiles™ data, hoteliers don’t need to guess who their most profitable guests are or struggle to drive conversions across email, voice, messaging, and digital channels.
Revinate’s direct booking platform and omnichannel communication technology powers 950+ million Rich Guest Profiles across 12,500+ hotels to drive over $17.2 billion in direct revenue.
Media Team
Media team | Revinate
+1 415 671 4703
Revinate, Inc.
