V Hotel Residence

The Challenge

V Hotel Residence faced the industry-wide challenge of over-dependence on third-party distribution channels, creating several critical business vulnerabilities:

OTA Commission Dependency
The property generated 88% of bookings through online travel agencies, resulting in commission expenses consuming 18-25% of gross revenue. This dependency created unsustainable margin pressure and left the business vulnerable to commission increases and policy changes beyond their control.

Inadequate Digital Infrastructure
The existing website functioned merely as a digital brochure with no booking capability. Visitors interested in reservations were forced to navigate to OTA platforms, where they faced competitor comparisons and often completed bookings with alternative properties.

Lost Guest Relationships
Bookings made through OTA channels meant limited access to guest data, no direct communication capability, and missed opportunities to build lasting relationships that drive repeat business and referrals.

Poor Local Visibility
Minimal local search presence meant the property was invisible to travelers already in the area seeking accommodations, as well as locals booking for visiting friends and family—segments more likely to book direct.

Inconsistent Guest Communication
Without systematic pre-arrival, in-stay, and post-departure communication, the property missed opportunities to enhance the guest experience, gather feedback, encourage reviews, and promote future bookings.

Limited Brand Differentiation
Relying on OTA platforms meant presenting the property within standardized templates alongside competitors, limiting ability to communicate unique brand identity and value proposition.