Ellis Connolly, CRO at Laasie

Some guests slip through the cracks. But not because they’re low value because they’re too valuable to bother with your forms.

They book frequently, stay in suites, splurge on spa services, and order two glasses of wine with dinner instead of one. And yet… they never once “joined your program.” This isn’t negligence. It’s inertia. And it’s costing you six figures in untapped lifetime value.

At Laasie, we call these folks the Unregistered Elite, premium travelers hiding in plain sight, spending $10k+ across your portfolio without ever enrolling in your loyalty program. They’re often missed by traditional CRMs, overlooked in loyalty email lists, and nearly impossible to identify without the right tech.

Unless, of course, you're using Laasie.

Meet the Unregistered Elite

Let’s rename her Isabelle.

Isabelle has stayed at three different hotels in your collection over the last 18 months. She averages $3,125 per stay, always books a suite, regularly adds on spa and wellness packages, and once tipped a concierge in Bitcoin (yes, really).

But because she booked once via Amex Travel, once through your mobile app, and once through a travel advisor… your loyalty system doesn’t recognize her as anyone special.

No points. No perks. No welcome-back champagne. Just another “new” guest every time. The irony? She’s more loyal than most of your top-tier members.

Why Traditional Loyalty Systems Miss Guests Like Isabelle

Conventional loyalty programs require the guest to:

• Find the signup page

• Create an account

• Verify email

• Remember login credentials

• Book through the “right” channel

That’s five hurdles before you even know they’re loyal. And guess what? Your most valuable guests don’t have time for any of that. They just expect the experience to be seamless and when it’s not, they assume you don’t care.

Here’s where Laasie flips the script.

Let the System Do the Recognition

Isabelle shouldn’t have to join your loyalty program. Your loyalty program should find Isabelle.

Laasie uses integrated data from your CDP, CRS, PMS, and booking engine to:

• Match guest profiles across multiple stays and properties

• Detect high-value behavior (length of stay, room type, ancillary spend)

• Identify unregistered guests who meet elite-tier thresholds

So even if Isabelle books under different emails or channels, Laasie consolidates her activity into one unified profile.

And once she crosses your threshold? We don’t just enroll her... we celebrate her.

Instantly Enroll and Elevate

Most loyalty programs make members “earn” their tier. Laasie believes: if they’ve already spent like a VIP, they deserve to be treated like one.

Once Isabelle’s profile is recognized, we:

• Auto-enroll her in your white-labeled loyalty experience

• Backdate her activity to credit all eligible spend

• Assign her top-tier status (with zero paperwork)

• Trigger a personalized email that says:

“We’ve noticed your loyalty. And we think it’s time you were recognized.”

This isn’t a promo. It’s a thank-you note.

It feels earned, not marketed. That’s the difference between status inflation and status intimacy.

Deliver Instant Recognition

When Isabelle checks into your next property, she should feel like the staff rolled out a red carpet just for her. And thanks to Laasie, they can.

Her loyalty status is already linked to her reservation. Her preferences, suite location, spa times, minibar stock are auto-loaded. And a welcome note waits in her room:

“We’re honored to host one of our most loyal guests. Your room upgrade and spa credit have been arranged.”

She didn’t opt-in. She didn’t download anything. She just got what she earned without lifting a finger.

Laasie Loyalty: No Apps. No Passwords. Just Presence.

The brilliance of Laasie’s system is that it removes friction entirely:

• No signup required

• No manual tracking

• No gatekeeping benefits

It rewards actual loyalty behavior, not just program participation. And because everything’s white-labeled, your guest doesn’t feel like they’re joining a third-party club.

They’re building a deeper relationship with your brand.

Five Moves to Unlock the Unregistered Elite

Audit your loyalty data Start by finding your top 50 guests by total spend—how many are actually enrolled?

Integrate your tech stack Ensure your CDP, PMS, and CRM are syncing guest behaviors across all properties.

Set auto-enroll triggers in Laasie Define high-value thresholds: e.g., 3 stays + $9,000 = automatic VIP status.

Launch a recognition campaign Don’t wait until the guest calls you out. Send a “We See You” email that surprises and delights.

Make benefits feel bespoke Offer perks that are preference-based, not tier-based like their preferred suite or a reward tied to past behaviors.

The Bottom Line: Loyalty Shouldn’t Require Loyalty

Isabelle didn’t ask to be loyal. She just kept coming back.

And in return, she should get more than a generic email blast or a points spreadsheet. She should get recognition, consistency, and gratitude across every channel and every stay.

That’s what Laasie delivers.

And that’s why our partners don’t wait for loyalty to happen. They build it automatically, intelligently, and with heart.

Want to identify your unregistered elite and show them the appreciation they already deserve? Let’s talk. I’m Ellis Connolly, CRO at Laasie. And I’ll help you find the guests who are loyal, even when your tech doesn’t see them.

Ellis Connolly, CRO at Laasie

There’s nothing quite like a regular. The kind of guest who knows the front desk team by name, requests the same suite every visit, and books their seasonal trips like clockwork. They’re the heartbeat of your RevPAR.

But here’s the twist: while you’re patting yourself on the back for capturing their loyalty to one of your properties, they’re out skiing at three other mountains every winter… just never at yours.

This is the tale of The Devoted Regular...the guest who is emotionally loyal to your brand at one location, but hasn’t connected the dots to the rest of your portfolio. And let me tell you, if you’re not actively designing their next journey, someone else’s booking engine will.

Let’s fix that.

Meet the Devoted Regular (And Her Untapped Potential)

Let’s call her Caroline.

Caroline has stayed at your Summit Pines Lodge in Jackson Hole every Presidents’ Day weekend for four years. She always books a deluxe king with a fireplace, hits the spa before skiing, and loves the peppermint hot chocolate from the lobby bar. Her lifetime value? Over $14,655 a year.

But here’s what your CRM just surfaced: She follows two other ski destinations on Instagram. She tags a different resort in Colorado each March. And last year, she posted an après-ski story... from Stowe.

Caroline isn’t just your best customer... she’s also your biggest missed opportunity. And she doesn’t even know it.

Cross-Property Loyalty Is the Next Big Revenue Driver

We’ve entered the era of portfolio personalization. Your most valuable guests don’t just want a punch card—they want a curated journey across your collection.

Here’s the truth: most hotel groups aren’t maximizing cross-property value because their loyalty strategy is property-specific. Each hotel guards its CRM data like a local secret, and no one is proactively saying:

“Hey Caroline! You already love Summit Pines. Why not check out our sister lodge in Lake Tahoe this spring? Your room type and perks are waiting.”

That’s the magic we enable with Laasie guest-centric loyalty that travels with your guest, wherever your flag flies.

Identify Your Carolines

Your first move? Stop thinking like a spreadsheet and start thinking like a storyteller.

With Laasie, we use behavioral and transaction data to surface “Devoted Regulars” across your properties. Our system connects:

• Repeat stay patterns

• On-property reward behavior (spa visits, upgrades, F&B)

This paints a full picture of the guest, not just where they have stayed, but where they might go next.

When the CRM flagged that Caroline had visited your Jackson Hole, Santa Fe, and Aspen web pages all within 30 days we didn’t see curiosity. We saw intent. That’s when you strike.

Curate the “The Alpine Path Milestone”

Think of it like a Netflix recommendation engine, but for meaningful travel experiences.

Laasie enables you to build dynamic, cross-property campaigns based on past behavior. So if Caroline loves your Hunter property and books spa services like clockwork, here’s what she gets:

“Your next peak awaits. As one of our Hunter regulars, we’ve reserved your preferred room type and spa perks at our Lake Placid lodge, plus a member-exclusive reward to make your first stay even sweeter.”

This isn’t mass email marketing. It’s loyalty storytelling. You’re not selling her on a new property. You’re inviting her deeper into the brand she already trusts.

Make Her Feel Known... Everywhere

This is where most programs fall apart.

Even if you get the guest to book another property in your portfolio, the experience resets—no preferred room pre-assigned, no spa profile carried over, no welcome gift that says “We remember you.”

That’s the quickest way to kill brand affinity.

With Laasie, her preferences travel with her:

• Her favorite room layout and floor

• Her pillow preference (hypoallergenic, obviously)

• Her membership status and past perks

• Her rewards and redemption history

Everything’s unified across the portfolio. It’s not a new stay. It’s a new chapter.

And when she checks in, the front desk greets her like they’ve known her for years. Because thanks to the CRM, they basically have.

Reward Her for Expanding the Relationship

Here’s the part where you turn a good guest into a superfan.

Laasie lets you layer instant, personalized rewards that feel like gifts... not transactions.

• First-time stay at a sister property? Offer a local dining experience or free lift pass.

• Booked 3+ properties in a calendar year? Surprise her with a curated “Explorer” reward tier.

• Refer a fellow skier? Drop both of them a $50 gear credit.

The more they explore, the more they earn, not in points, but in relevant, frictionless perks that feel like an extension of the experience.

This kind of loyalty isn’t about climbing a ladder. It’s about moving horizontally across your brand and being delighted at every stop.

Five Plays to Launch a Portfolio Loyalty Strategy This Quarter

Identify your top 10 single-property regulars Pull CRM data and find your “Carolines.” Prioritize by LTV and repeat behavior.

Build a branded journey framework Name it something elegant: “The Alpine Path,” “The Seaside Circle,” “The Urban Explorer Club.”

Audit CRM integrations Ensure preferences, room types, and rewards are synced across properties. If they’re not, Laasie can help stitch it together.

Design onboarding campaigns Send triggered “Try a Sister Property” emails to regulars with stay history and tailored rewards.

Track movement and reward accordingly Celebrate guests who stay at 2, 3, 4 properties. Don’t tier them... just surprise and delight them.

Final Word from the CRO’s Desk

There’s something beautifully simple about a guest who comes back year after year. But there’s something even more powerful about a guest who brings that loyalty with them to every flag you fly.

If your loyalty program ends at the lobby, you’re leaving revenue on the runway. Caroline isn’t just a Hunter loyalist. She’s a Alpine Path devotee waiting to happen. All she needs is a reason and a reward to say yes.

And that’s where Laasie comes in.

Want help mapping your top cross-property guests and building a journey they’ll love? Let’s chat. I’m Ellis Connolly, CRO at Laasie and we’re here to help you make loyalty personal, portable, and profitable.

Ellis Connolly, CRO at Laasie

One year ago, Europe's highest court made headlines: Booking.com's price parity clauses were ruled illegal.

Hoteliers celebrated. It felt like a win in the long-running power struggle between hotels and OTAs... a moment when control of pricing and distribution might shift back toward operators. And for a brief time, it did... OTAs in the U.S. eased off enforcement. States began questioning parity’s legality. The balance of power felt… possible.

But here’s what we’ve learned, twelve months later: Price parity didn’t disappear. It evolved.

The New Face of Parity: Algorithmic & Invisible

Parity used to be simple. Legal language. Contract clauses. A rule you followed or broke at your own risk. Now, parity is algorithmic. Invisible. And more dangerous than ever.

Hotels that post lower rates on brand.com are quietly pushed down in OTA sort order. Page visibility tanks. Conversions drop. There are no cease-and-desist letters. No rep calls. Just a silent, steady decline in your OTA performance and no clear explanation why.

Parity is no longer enforced by lawyers. It's enforced by code.

What Smart Hoteliers Are Doing Instead

At Laasie, we support hundreds of hotels navigating the loyalty and distribution landscape. We’ve seen firsthand how the most forward-thinking revenue teams are adapting:

Fenced Rates

Discounts behind a login or a member wall (think: loyalty program, email promo, exclusive code). These are technically not public rates, which gives you more room to offer better pricing without triggering OTA enforcement.

Value-Add Perks

Same rate, better deal. Direct bookings that include a local experience, merchant incentive, parking, upgrades, or early check-in. It's often overlooked by OTA systems, but not always... Proceed with awareness.

Surgical Undercutting

Just $5–$10 less on your own site can nudge guests to book direct, especially when paired with rewards or a better experience. The trick is subtlety. Big gaps set off OTA alarms. Small ones fly under the radar.

The Worst Strategy? Doing Nothing

The hotels getting burned right now are the ones doing nothing. No fenced offers. No value-added perks. No loyalty incentives. They’re stuck in a losing cycle... matching rates with OTAs, paying commissions, and missing the chance to build real guest relationships.

The best hotels aren’t just offering lower rates. They’re offering more value.

What We Advise at Laasie:

Watch your OTA visibility. Monitor your average sort order, search-to-pageview ratio, and conversion metrics.

Test everything. The tactics that worked last quarter may be hurting you now.

Own the guest experience. Instant rewards, email journeys, first-party data, and loyalty perks aren’t just marketing tools. They’re armor.

Final Word: Parity May Be Dead But Pricing Still Drives Power

In a world without formal parity clauses, the opportunity isn’t just to beat OTAs, it’s to rethink your entire direct channel value proposition. Because when a guest sees the same price across every channel, they'll choose the most convenient option.

But when they see a better experience, a better reward, or a better relationship? They’ll book with you.

Ellis Connolly, CRO at Laasie

If you’ve ever stared at an abandoned-cart report and felt personally offended by the $842.58 suite someone configured and then ghosted, welcome to the club. As Laasie’s CRO, I get a front-row seat to that heartbreak across 3,000-plus hotels every single day. The good news? We’ve also learned exactly how to bring those would-be guests back... without blinking pop-ups, coupon carpet-bombing, or other pressure tactics that make revenue leaders (and guests) roll their eyes.

Below is the playbook my team and I deploy whenever we see a high-intent traveler lingering at checkout. You’ll notice it hinges on one principle: value-first personalization beats hard-sell urgency every time.

Give Instant Value, Not Sticker Shock

We wired Laasie Convert straight into the booking engines of our partner hotels for one reason:

A perfectly timed reward is the hospitality equivalent of putting the chocolate on the pillow before check-in.

Here’s how a typical session unfolds:

1. Signal capture – Convert’s AI spots behavioral clues (repeat suite views, “Favorites” clicks, extended dwell time).

2. Personalized nudge – Instead of a blunt 10 % discount, the guest sees: “Celebrate in style: Choose a complimentary vineyard picnic basket or sunset hot-air-balloon ride when you book direct today.”

3. Emotional win – The booking stops being a cost decision and turns into a vivid picture of anniversary toasts and Temecula sunsets instantly reserved at checkout.

Why it works

• Personal relevance → Higher perceived value than blanket or generic discounts.

• Instant reward → Guests don’t have to bank points until next year’s vacation.

• Brand-first → The perk carries the hotel’s logo and voice, not a third-party coupon watermark.

The Gentle Come-Back Smart Abandonment Email

Let’s assume the traveler still leaves (kids interrupt, credit card not handy... life happens). Convert automatically triggers a two-step email sequence while intent is hot:

• Subject: “Your vineyard-view suite is still on hold (plus that picnic basket!)”

• Body: hero image of the chosen room, social proof (“See how couples celebrated their anniversary here”), single CTA back to checkout.

No countdown timers, no guilt trips... just a friendly reminder that the celebration is waiting, complete with their chosen reward. Across the portfolio, these personalized recoveries reclaim up to 30 % of abandoned bookings within 48 hours.

From One-Time Treat to Forever Fan

Conversion secured, we don’t pop champagne yet. The real money is in repeat stays, ancillary spend, and brand advocacy. That’s where Laasie Retain steps in:

1. Frictionless membership – Every direct guest is auto-enrolled (no extra forms) into the hotel’s white-labeled loyalty experience.

2. Infinite-tier rewards – Each direct interaction drops an immediate, personalized perk into the guest’s wallet: preorder spa credit, local art tour, even ride-share vouchers to a winery.

3. Brand storytelling – Retain’s email engine keeps members looped into upcoming events and insider rates... always with an instant-redeem reward attached.

Payoff you can take to the bank

• Higher ADR – Members book premium rooms 20 %+ more often across our portfolio.

• Longer stay length – Surprise-and-delight nudges guests to tack on that extra night.

• Lower acquisition cost – Repeat direct bookings shave OTA commissions to the bone.

CRO Approved Plays You Can Steal Today

Map signals to passions. Not every guest eyeing a suite cares about pool cabanas, so stop lumping them together. Let behavior, not demographics, tell you what perk to offer. Pro tip: start by tracking your five most common browsing patterns, then match two high-value rewards to each.

Make reward value obvious. A clean “$50 dining credit” instantly resonates; “500 bonus points” feels like monopoly money. Always translate perks into clear currency (USD, GBP, etc.) so guests know exactly what they’re getting.

Write like a human. Nothing tanks engagement faster than desperate, robotic copy. Swap “Last chance!” for something inviting like “Your getaway is this close.” The difference is subtle but powerful.

Auto-enroll, don’t auto-annoy. Guests love instant benefits, not new passwords. Use single sign-on to drop them into your loyalty hub automatically; let the confirmation email double as their welcome guide.

Put success metrics front and center. Revenue teams invest in what they can measure. Add a quick widget to your weekly RevPAR deck that shows conversion lifts and repeat-booking gains amd watch the budget approvals roll in.

Discount Fatigue? Not When You Reward Smarter

Hoteliers often ask, “Ellis, won’t we train guests to expect freebies?” Short answer: No... if rewards are experiential and brand-aligned.

• Experiential perks (sunrise-yoga deck access) cost less than deep rate cuts yet feel premium.

• Third-party partner rewards (local vineyards, tours) can be bartered or revenue shared.

• Dynamic inventory means you swap rewards as supply and seasonality shift... no perpetual giveaways.

The real threat isn’t discount addiction; it’s irrelevance. A stale, generic promotion costs you twice: lost bookings and diminished brand equity.

Bringing It Home: Numbers Your CFO Will Love

• +43 % average lift in direct-booking conversion after enabling Convert

• 80 %+ opt-in rate to white-labeled loyalty (because it’s instant and hassle-free)

• 5× higher repeat-booking probability among Retain members vs. non-members

• 0 angry emails about points expiring (there are no points)

Those numbers make even the grumpiest finance chief nod appreciatively and free you to reinvest marketing dollars where they belong: crafting experiences, not coupons.

Ready to Transform “Almost” Into “Always”?

If your cart-abandonment dashboard looks like a horror film, it’s time to turn the lights on. Pair instant, personalized rewards with guest-centric loyalty, and watch high-intent browsers transform into always-loyal, higher-spending champions.

I’m Ellis Connolly, CRO at Laasie, and I promise: when you shift from pressure to personalized appreciation, abandoned carts become your best growth engine. Now quit reading and go rescue some revenue... we’ll keep the champagne cold for when your next returning guest walks through the lobby doors.

P.S. Want the full tech walkthrough? Ping me on LinkedIn and I’ll send you a clickable demo deck... no gate, no gimmicks

Ellis Connolly, CRO at Laasie

Let me paint a familiar picture... You’ve got a guest who stays like clockwork. Same room, same service requests, quarterly like a metronome. You might even know what newspaper he reads and how he likes his eggs.

But here’s the kicker... you’ve never seen his name in your loyalty program. Because he books through an OTA. Every. Single. Time.

At Laasie, we call this guest the Masked Loyalist. He’s your best kind of traveler—predictable, profitable, repeat business and you’re paying a 18%+ commission every time he shows up.

Why? Because your tech stack doesn’t recognize him across channels. Let’s change that.

Who Is the OTA Loyalist?

This guest isn’t a points-chaser. He’s a convenience-chaser.

He may book on Booking.com or Expedia because that’s what he knows. He might be traveling for work and defaulting to company tools. He’s not loyal to the OTA, he’s loyal to your property. He just doesn’t know you want a direct relationship with him.

And let’s be real: you don’t want to pitch him the same old “book direct and save” banner. That feels transactional. This isn’t about discounts... it’s about recognition.

That’s where the Laasie Loyalty Platform comes in.

The Opportunity Behind the Mask

Let’s say this OTA Loyalist has stayed at your property four times this year, each time through a different OTA account. Because the booking data is fragmented, your CRM sees him as four unique guests... He’s hidden in plain sight.

Now imagine this: your CRM identifies his stay pattern and flags him as a recurring guest. You merge those identities into one rich guest profile using first-party and third-party data.

Suddenly you’re not dealing with “Booking.com Guest #4891223.” You’re dealing with your best future member.

Unified Guest Identity

The first move is connecting the dots. With Laasie’s integrations across PMS, CRM, and booking channels, we help hotels consolidate guest identities by:

• Matching stay dates, room types, and payment profiles

• Stitching together loyalty signals (repeat preferences, selected rewards, ancillary spend)

• Something to consider: Enriching OTA reservations with first-party interactions (Wi-Fi logins, spa usage, email opens)

That turns anonymous OTA stays into actionable guest records. It also unlocks targeting windows that would otherwise go dark.

Predictive Targeting

Now that we know this guest tends to book every 90 days and loves Room 314, it’s time to act. Using your CRM + Laasie, you can deploy personalized direct booking offers at just the right moment before the OTA gets the first click.

Example:

“Your favorite view is waiting. Book direct this week and enjoy an exclusive welcome gift + a complimentary room upgrade.”

This isn't a generic promotion. It’s relationship marketing.

It says:

• “We know you.”

• “We saved your spot.”

• “You’re not just another traveler.”

That’s powerful.

Offer What the OTAs Can’t

Let’s be clear: you’re not going to out-advertise the OTAs. But you can out-delight them.

That means offering direct booking perks that OTAs can’t touch:

• Complimentary upgrades

• Partner merchant rewards

• Local experience rewards

• Early check-in or guaranteed late checkout

• Spa or F&B credits

• VIP welcome amenities tied to previous stays

With Laasie, these perks aren’t just static benefits. They’re dynamically matched to the guest based on stay behavior, spend history, and profile preferences.

So while the OTA shows “10% off,” your website says:

“Welcome back! Select your complimentary perk for your next stay: A local vineyard tasting OR A 30-minute massage + Room 314 reserved, just for you”

Now who’s got the competitive edge?

This Isn’t Just a Loyalty Play... It’s a Margin Play

Let’s do the math.

If a guest books four stays a year at $842.58 per stay through an OTA, that’s over $500 in commission out the door.

Convert just one of those to a direct booking and you’ve nearly paid for your CRM or CDP license. Convert two, and you’re printing profit.

And when you combine that with Laasie, you get:

• Direct bookings

• Personalized marketing

• Higher ancillary spend

• Repeat behavior across multiple properties

All while giving the guest something OTAs never will: a sense of being seen.

Smart CRM Tactics to Activate OTA Loyalists

Here’s your blueprint:

1. Segment by OTA frequency

Use your CRM to flag anyone who books 2+ times a year via OTAs. These are your “Redirect Ready” guests.

2. Merge guest profiles

Link email addresses, check-in behavior, Wi-Fi logins, and ancillary spend to build a single source of truth.

3. Time your outreach

Set a predictive window (e.g., 70 days since last check-in) and trigger a reward-forward email before the OTA ad shows up.

4. Personalize the perks with Laasie

Don’t send 10% off. Send a room upgrade with the exact room they’ve stayed in before, plus a custom reward.

5. Frame it as VIP treatment

Avoid “book direct” banners. Use phrases like “exclusive return guest experience” or “members-only recognition.”

The Future of Loyalty Is Identity Driven

This use case isn’t about “winning guests back.” It’s about realizing you had them all along. You just needed the tools to see them, the right moment to speak to them, and the platform to reward them instantly.

Laasie does that in one connected loop:

Recognize → Reward → Retain → Repeat

And the payoff? Lower OTA commissions. Higher guest lifetime value. And more of your best guests actually booking with you.

Final Word from the CRO’s Desk

If you’ve got high-value guests hiding in OTA transactions, you’re leaving serious revenue on the table. Let’s stop seeing them as anonymous clicks and start treating them like the VIPs they already are.

Use your tech to recognize them. Use your brand to elevate them. And use Laasie to make that shift feel effortless—for both you and your guest.

Want help building your OTA Share Shift strategy? Let’s talk. I’m Ellis Connolly, CRO at Laasie, and I’ll show you how to make your best guests book like it.

Ellis Connolly, CRO at Laasie

You can almost hear it in the lobby. A little quieter than last quarter. Fewer wheels spinning on carry-ons. A little less bustle at check-in. The US hotel industry isn’t in a free fall, but it’s definitely hitting the brakes.

Demand has softened. The why is a messy stew: global uncertainty, tariffs throttling corporate travel budgets, inflation making even the most loyal leisure guests pause before clicking “book now.” Domestic travelers are cautious, international guests are calculating exchange rates with a raised brow, and meetings and events are being reevaluated in favor of virtual alternatives.

This isn’t a unique cycle, of course. Hospitality is no stranger to demand valleys. But unlike in past downturns, hotels today are facing a guest with sharper expectations and more options than ever. The OTAs remain aggressive. Airbnb is a viable competitor, even in markets that once leaned heavily on branded loyalty. And travelers, especially the digitally fluent ones, are deeply tuned into value and experience.

So in this softening demand landscape, we’ve got to ask: How do hotels keep their heads above water while also staying relevant, booked, and beloved?

Here’s the unglamorous truth: now is the time to double down on loyalty. Not just any loyalty. Not the points hoarder from 2012, who begrudgingly tolerates a hotel chain in exchange for a free night sometime in the next fiscal year. No, the loyalty of 2025 is built on real-time value, emotional connection, and the feeling that this place sees me.

Let’s unpack it.

Loyalty Is Not a Line Item, It’s a Lifeline

When RevPAR starts to dip, the gut reaction is often cost-cutting. Slash the ad budget. Pause the tech rollout. Consolidate services. But the hotels that weather downturns best aren’t necessarily the ones with the deepest cost cuts. They’re the ones that invest in the right levers, those that grow the guest relationship and increase share of wallet.

Loyalty is that lever.

It’s the difference between a guest who hesitates and one who rebooks. Between a call center save and a lost lifetime value. Between transactional and emotional.

And no, we’re not talking about plastering a “member rate” badge on your booking engine and calling it a day. True loyalty today isn’t about the label. It’s about relevance. Recognition. Immediacy.

This is where many traditional programs falter. The guest spends $1,000 and gets… points. Maybe enough for a coffee next quarter. And if they’re lucky, someone at the front desk thanks them for being a Gold Elite Tier 2. Warm fuzzies? Not exactly.

Guests aren’t patient anymore. They want to feel seen and appreciated in the moment. Which is exactly where Laasie steps in.

Real-Time Recognition: Because Delayed Gratification Is So Last Season

At Laasie, we believe in the power of instant. Our Retain platform isn’t a gimmick or a plug-and-play widget. It’s a dynamic rewards marketplace that recognizes a guest’s loyalty... right now.

Book direct? Boom: choose a reward you actually want. Amazon gift card, dining credit, ride share. Something tangible. Something immediate. And best of all, something that doesn’t require them to jump through months of hoops to access.

In a softer market, this immediacy becomes even more powerful. When guests are choosier and booking windows shrink, giving them something they can use today helps them say yes now, not three weeks from now. It's not bribery. It’s relationship building.

Because when you recognize loyalty at the time of booking, you’re telling your guest: we value you, not some theoretical version of you three stays from now.

Your Loyalty Program Is Your Rate Strategy’s Best Friend

Here’s another truth bomb: you can’t discount your way to profitability. That game always ends in a race to the bottom. But you can add value in a way that makes your direct booking strategy both defensible and desirable.

This is where a loyalty program does its best work. It creates a meaningful differentiation between booking direct and booking through a third party. Because let’s face it, the OTAs are out there waving the lowest price banner, armed with an ocean of inventory and AI-optimized conversion funnels.

You can’t out-tech them on budget. But you can out-human them. Out-personalize them. Out-reward them.

With Retain, your direct bookers get an instant reward for choosing your hotel. That’s not something Expedia can replicate without breaking their model. And because Retain seamlessly integrates into your CRS, PMS, and CRM, it allows you to tailor the experience without the bloat.

Better yet, we help you own that guest relationship. The data, the contact, the recognition... it all stays with you. So when demand softens, you're not stuck wondering who booked what or relying on a third party to save your shoulder season.

What About Guests Who Aren’t Even Booking Yet?

A softer market means more lookers, fewer bookers. It’s like fishing in a pond where the fish have suddenly decided they’re full. But here’s the thing: the right bait still works.

That’s why we built Laasie Convert. It’s the gentle nudge, the persuasive whisper that turns “maybe” into “yes.”

Here’s how it works: your potential guest visits your website, browses around, considers a room… and then hovers near the “x.” Before they bounce, they’re offered an exclusive reward for completing their booking now. Not next week. Not after three reminder emails. Now.

It’s subtle. It’s elegant. It’s highly effective. And during a down period, it’s a crucial tool for tipping the scale.

We’ve seen a 43 percent lift in direct conversion for hotels using Convert. That’s not magic. That’s behavioral economics and smart technology, working together to make your offer too good to ignore.

Service Recovery That Actually Recovers the Guest

Let’s pivot to another pain point that becomes extra sharp during soft periods: guest dissatisfaction.

When demand is strong, you can absorb a few hiccups. A room not ready. A poor check-in. A slow breakfast buffet. But when demand drops, every guest becomes exponentially more valuable—and more vulnerable to defection.

You can’t afford to lose anyone.

Which is why Laasie Flex exists. It’s your “make it right” superpower. Had a hiccup at check-in? Instantly send a guest a digital reward, directly to their phone. Room wasn’t ready? Boom: here’s $20 to grab a coffee on us while we fix it.

No escalation. No long-winded apology. No comping rooms like it's 1998.

Flex gives your team the power to repair loyalty in real time, without waiting for the survey to come back or for a TripAdvisor meltdown to begin. Because again, it’s not about refunding money. It’s about recognizing humanity. Acknowledging friction. And doing something about it immediately.

In a downturn, it’s these moments that separate the hotels that survive from the ones that deepen guest love and come out stronger on the other side.

Loyalty Isn’t Dead. But It Is Evolving

We’ll say it again for the folks in the back: loyalty is not dead.

It’s just changing shape. And it’s moving faster than ever.

Today’s traveler is not content to play the long game. They want value upfront, not someday. They want to be recognized, not categorized. They want flexibility, not friction.

And they need that recognition even more when travel feels uncertain, budgets are tight, and every booking is a carefully weighed decision.

Hotels that embrace this evolution—by making loyalty immediate, by making rewards relevant, and by making recognition effortless—are the ones that will thrive even when the market cools.

The good news? You don’t have to build this from scratch. That’s what we do. We’re Laasie. And we believe loyalty is about action, not abstraction.

When Demand Falls, Rise to the Occasion

The temptation during a demand slump is to wait it out. Cut costs. Hope for next quarter. But hope is not a strategy. Relationships are.

Loyalty is not just a marketing tactic or a CRM checkbox. It is your hedge against volatility. Your multiplier on every dollar spent. Your secret weapon when everyone else is just waiting.

In this climate, guest recognition isn’t optional. It’s oxygen.

So whether you’re looking to reimagine your loyalty program, convert more direct traffic, or give your operations team the tools to win back a frustrated guest, the question isn’t whether you can afford to invest in loyalty right now.

The question is whether you can afford not to.

Artificial intelligence isn’t just for tech giants and futuristic sci-fi dreams anymore. In hospitality, AI is becoming the not-so-secret weapon behind smarter, more effective loyalty strategies.

Gone are the days of “stay 10 nights, get one free” programs that treat every guest the same. Today’s travelers expect more: they want instant gratification, relevant offers, and personalized experiences and they want it all without having to jump through hoops.

The good news? With the right AI tools in place, hotels can meet those expectations while also driving higher direct bookings, stronger guest relationships, and better business outcomes. Let’s dive into five of the most powerful ways hotels are using AI to reinvent loyalty with examples from Laasie and other forward thinking platforms.

Turning Loyalty Into Instant Gratification

Traditional loyalty programs often feel like credit card points... you accumulate a vague promise of future value, but never quite get to redeem them. Laasie flips that script with instant rewards.

Instead of relying on long-term point accumulation, Laasie uses AI to offer guests something valuable the moment they book. We’re talking digital gift cards, local experiences, and everyday essentials like Uber, Starbucks, or even dinner delivery... all personalized based on who the guest is and what they’re booking.

The real magic is in the AI behind the scenes. It analyzes booking behavior, trip context, location, and past redemptions to recommend rewards that actually resonate. A family booking a beach vacation might see beach gear or food delivery credits, while a solo business traveler might be offered a coffee or rideshare reward.

It’s simple, seamless, and incredibly effective. Laasie sees a 43% lift in direct booking conversion, on average. Loyalty shouldn’t feel like a chore. With AI, it doesn’t have to.

Knowing Your Guests Before They Tell You

Let’s be honest: not all guests are created equal. Some are ultra loyal. Some are one-and-done. And some are just waiting for the right incentive to book directly with you instead of an OTA.

AI helps you sort that out automatically.

MOst CRM platforms use machine learning to analyze guest behavior and segment them based on everything from lifetime value to booking frequency to preferred room types. Instead of blasting the same email to your entire database, you can create smarter campaigns for high-value VIPs, new guests you want to retain, or even those who seem to be slipping away.

Combine this intelligence with a platform like Laasie Flex, and you’ve got the ability to send personalized rewards to the right guest at the right time with just a few clicks. Whether it's a “we miss you” incentive or a birthday gift, these targeted nudges create loyalty that feels genuine, not generic.

Offering Smarter Upsells (That Feel Like Perks, Not Sales Pitches)

One of the best times to deepen your relationship with a guest is after the booking, but before the stay. That’s the window where AI-driven upsell engines shine.

Upsell tools are great at this. They analyze past behavior, trip type, and other signals to suggest things like room upgrades, late checkout, or spa appointments. Instead of a one-size-fits-all approach, guests get offers that are likely to appeal to them and they’re delivered at exactly the right moment.

Now imagine adding a loyalty layer to those upsells. You could offer your members a discounted upgrade plus a Laasie instant reward like a $10 Starbucks card for accepting. Suddenly, the upsell isn’t just a revenue driver for your hotel. It’s a value-add that makes your loyalty program feel more rewarding.

You’re not just selling extras. You’re creating curated experiences that make your guests feel understood and appreciated.

Fixing Problems Before They Become Reviews

We all know how quickly a bad experience can spiral into a negative review. AI is helping hotels catch those moments earlier and recover more gracefully.

Sentiment analysis tools from companies like Medallia and GuestRevu scan guest feedback in real time, flagging concerns as soon as they pop up. Whether it’s a snippy comment on a survey or a subtle tone in a text message, AI can help your team spot unhappy guests before they head to TripAdvisor.

Then comes the recovery and this is where Laasie Flex really shines. Hotel staff can instantly send a digital reward to help make things right, whether it’s a coffee voucher, food credit, or even a small refund. It's fast, personalized, and cost effective.

The result? A guest who might’ve left frustrated now feels heard and appreciated. Often, they become even more loyal than if nothing had gone wrong in the first place.

Constantly Learning and Improving Your Loyalty Strategy

The beauty of AI is that it doesn’t just help you run your program... it helps you improve it over time.

Let’s say you’re running multiple campaigns: one with a $5 reward, one with a $10 reward, and one with no incentive at all. AI can track engagement, booking rates, redemption behavior, and even guest satisfaction to figure out which campaign is truly moving the needle.

With tools like Salesforce Marketing Cloud or even Laasie’s built-in analytics, you can run smarter tests, track real ROI, and stop wasting time on guesswork. Over time, AI helps you understand which guests respond to which rewards, what channels perform best, and when the timing of an offer makes the biggest difference.

It’s like having a marketing analyst working around the clock, but without the spreadsheets and late nights.

The Bottom Line: AI Makes Loyalty Human (at Scale)

At first glance, AI might sound like something that takes the human touch out of hospitality. But the truth is, it does the opposite.

AI lets you treat guests as individuals not segments on a spreadsheet. It helps you offer rewards and experiences that feel personal, thoughtful, and relevant. And it empowers your staff to respond faster, market smarter, and deliver more value to your most important audience: your guests.

Whether you're running a luxury resort or a small collection of independent hotels, embracing AI isn’t about chasing trends... it’s about building a better, more profitable loyalty program that actually works in today’s world.

And if you're looking for a loyalty solution that brings all of this together personalization, instant gratification, AI-driven insights, and effortless integration... Laasie’s here to help.

We connect with 30+ systems across PMS, CRS, CRM, and booking engines (Sabre, Siteminder, Mews, Opera, Salesforce, and more), so getting started is fast, seamless, and refreshingly stress-free.

Want to see what AI-powered loyalty could look like at your hotel? Let’s talk. Book a quick demo and we’ll show you how Laasie turns first-time guests into lifelong loyalists one smart reward at a time. https://laasie.ai/contact < schedule demo here!

Blurry on purpose... like you just woke up!

Guest Loyalty Doesn’t Need to Be Boring… It Needs to Evolve

For as long as you can remeber, hotel loyalty programs have followed a familiar playbook: enroll guests, assign them points, and reward them after enough nights, dollars, or stays. While this model worked in an era of delayed gratification, today’s travelers demand more. They expect value now, recognition throughout their journey, and rewards that reflect their lifestyle—not just the brand’s bottom line.

At Laasie, we believe loyalty needs to evolve. It needs to break free from the rigidity of points-only models and embrace the power of instant gratification. In this post, we explore how the hospitality industry can revitalize guest loyalty, enhance the guest experience, and ultimately drive more direct revenue by combining points-based structures with modern reward mechanics.

The Loyalty Wake-Up Call

Hotel brands are spending more than ever on loyalty programs—yet many guests feel like they get less value than before. The truth? Most loyalty programs today suffer from three key problems:

1. Guests feel forgotten between stays. Months can pass between visits, and guests receive little to no engagement. Out of sight, out of mind.

2. Points are confusing and slow to deliver value. Accrual rules, blackout dates, and complex redemption paths make the guest journey frustrating instead of rewarding.

3. Smaller brands and independents can’t compete. With limited resources, they struggle to offer the same scale or perceived value of a major brand’s program.

Today’s traveler is different. They’re more digitally savvy, more spontaneous, and more selective about where they spend their money. And crucially, they expect value at every step—not just someday down the line.

What Today’s Guest Actually Wants

We live in the age of Uber, Amazon, and TikTok—a world driven by instant access and gratification. Guests want experiences that are:

• Immediate: Value should come at the point of engagement, not weeks or months later.

• Personalized: Rewards should reflect their interests, location, and lifestyle.

• Simple: Guests don’t want to read a rulebook to understand how to benefit.

• Flexible: One-size-fits-all rewards don’t make sense for a traveler who values local, diverse, or unique experiences.

Modern loyalty must cater to these expectations. And for that, we need a new approach.

Where Points Still Work (But Fall Short Alone)

Let’s be clear: points-based programs aren’t going away. When done right, they provide structure and long-term value. Points and tiers can be effective tools for:

• Building brand equity

• Rewarding high-frequency guests

• Creating aspirational goals (e.g., free nights, elite status)

But points alone are no longer enough. They don’t create moments of delight during the booking process. They don’t bring lapsed guests back. And they certainly don’t help independent hotels without the infrastructure to build complex programs.

What’s needed is a way to bring instant value into the picture—without cannibalizing existing systems.

The Power of Instant Rewards

This is where Laasie shines. We enable hotels to offer instant, branded, and personalized rewards at key touchpoints across the guest journey.

From the moment a guest books direct, they can receive an immediate reward—ranging from digital gift cards to popular brands, to local experiences, to wellness products and more. It’s a simple message:

"Book with us, and we’ll thank you instantly."

These rewards aren’t just perks. They’re conversion tools, loyalty builders, and data engines. And because they’re offered in real-time, they match the guest’s expectations around immediacy and personalization.

Boosting Your Existing Loyalty Program

For brands already running a points program, instant rewards don’t replace—they enhance.

Think of it like this:

• Top of Funnel: Offer a reward to first-time direct bookers to encourage a shift from OTA.

• Middle Funnel: Reward loyalty program sign-ups or email opt-ins.

• Bottom Funnel: Drive upsells, return visits, or app downloads with targeted instant rewards.

Each of these interactions builds toward long-term loyalty—but they also deliver short-term results. That’s the dual power of this model.

A Game-Changer for Independent Hotels

Perhaps the biggest winners in this evolution? Independent hotels and smaller brands.

Traditional points programs are expensive to manage and difficult to scale. They require:

• A robust back-end system

• CRM and PMS integration

• Frequent guest tracking and redemptions

• Long-term cost forecasting

Laasie’s solution works out-of-the-box. There are no apps to download. No points to manage. Just real rewards, delivered in real time, based on real guest behavior.

This allows independents to:

• Launch a loyalty-like program in weeks, not months

• Offer branded rewards on a month-to-month basis

• Compete with big chains on experience and value

And because Laasie is performance-based, you only pay when a reward drives a result.

Real Results from Real Hotels

We’ve partnered with leading independent and branded hotel groups to bring this model to life—and the results speak for themselves:

• 43% increase in booking conversion for properties using Laasie Convert

• 22% increase in direct bookings when rewards are layered into the booking path

• 3x loyalty program sign-ups with incentive-driven registration

• 94% guest satisfaction with instant reward experiences

One partner, Benchmark Resorts & Hotels, saw a significant boost in member acquisition and retention by integrating Laasie into their existing booking flow.

Another, Macdonald Hotels and Resorts, used instant rewards to target high-intent lookers and convert them in real time—improving ROI on digital spend.

Loyalty is Your New Data Engine

There’s a hidden benefit to evolving your loyalty strategy: data.

First-party data is becoming more critical as third-party cookies fade into history. With Laasie, every reward interaction is an opportunity to capture valuable guest preferences and behaviors:

• What categories of rewards do they choose?

• When do they engage?

• What campaigns drive the most conversion?

All of this fuels better marketing, more personalized messaging, and smarter retention strategies.

Loyalty is no longer just about recognition—it’s about intelligence.

The Loyalty Stack of the Future

If we had to summarize our philosophy, it’s this:

Loyalty should be a layered strategy, not a single solution.

At Laasie, we see a modern loyalty stack that includes:

1. Instant Rewards (base): High-frequency, high-impact touchpoints that deliver immediate value.

2. Milestone & Trigger-Based Rewards: Automate incentives around guest behaviors (e.g., return visits, upsells, referrals).

3. Tiers (top layer): Long-term engagement, status recognition, and aspirational rewards.

Together, these tools create a loyalty ecosystem that is:

• Flexible

• Scalable

• Personal

• Profitable

What to Do Next

Whether you’re managing an enterprise loyalty program or running a boutique hotel, the next steps are the same:

1. Identify behaviors you want to influence. Are you trying to convert OTA guests? Encourage app downloads? Re-engage past bookers?

2. Layer in instant rewards. Use these touchpoints to deliver value immediately and capture guest data in the process.

3. Evaluate results in weeks. Don’t wait months or years. See ROI within your current quarter.

With Laasie, you don’t need to overhaul your entire loyalty strategy to get started. You just need to start rewarding the moments that matter most to your guests.

Final Thoughts

Loyalty doesn’t have to be boring. It doesn’t have to be expensive. And it certainly doesn’t have to follow the same tired formula.

Today’s traveler is evolving—and your loyalty strategy should too.

Let Laasie help you create loyalty that’s modern, meaningful, and measurable.

New York, March 27, 2025 – Laasie, the leading provider of instant rewards and loyalty solutions for the hospitality industry, is thrilled to announce its integration with Mews’ Property Management System (PMS) and Booking Engine. This partnership empowers Mews customers to enhance guest engagement, drive direct bookings, and simplify loyalty program management through Laasie’s cutting-edge technology. 

Mews, a leader in modern hotel management systems, offers properties a cloud-based PMS and booking engine designed to streamline operations and elevate the guest experience. With Laasie’s integration, Mews customers can now deliver instant, personalized rewards to guests, converting lookers into bookers and fostering loyalty at every stage of the guest journey. 

Key benefits of the Laasie and Mews integration include:

Enhanced loyalty program capabilities: Automate personalized rewards and guest engagement directly from Mews PMS and Booking Engine.

Increased direct bookings: Attract and convert more guests with compelling, instant rewards that differentiate properties from OTAs.

Streamlined operations: Real-time synchronization of booking data ensures efficient and accurate reward delivery.

Actionable insights: Leverage guest behavior data to refine marketing strategies and deliver tailored guest experiences.

“Integrating with Mews PMS and Booking Engine is a natural step in our mission to empower hoteliers with innovative loyalty solutions,” said Devin Jones, CTO of Laasie. “This collaboration combines the power of Mews’ cutting-edge property management tools with Laasie’s instant reward technology, making it easier than ever for properties to exceed guest expectations and maximize revenue.”

Sara Smith, VP Strategic Partnerships at Mews, added, “Our partnership with Laasie represents the future of guest loyalty and engagement. By integrating their instant rewards platform with our cloud-based hospitality platform, we’re empowering hoteliers to provide personalized, meaningful experiences that drive both guest satisfaction and business growth. This collaboration aligns perfectly with our commitment to innovation and guest-centric technology.”

Laasie’s integration with Mews simplifies the implementation and management of loyalty strategies, making it accessible for properties of all sizes. The solution is fully customizable, enabling hotels to align rewards with their brand values and guest demographics. 

Hotel revenue management is more complex than ever, static discount-based loyalty programs are losing their effectiveness. Hoteliers are rethinking the traditional approach to member rates, moving toward Dynamic Member Rate Strategies—a model that adjusts pricing and incentives based on demand, guest behavior, and market conditions. The goal? To offer meaningful value to guests while maximizing profitability and minimizing rate dilution.

At Laasie, we believe the future of hotel loyalty isn’t just about discounts—it’s about delivering dynamic, personalized value that drives direct bookings, increases guest engagement, and strengthens brand loyalty. Here’s how hotels can leverage Dynamic Member Rate Strategies to optimize revenue while enhancing guest experiences.

The Problem with Static Loyalty Discounts

For years, hotels have relied on member discounts as a core loyalty strategy, offering a fixed percentage off the best available rate. While this approach can incentivize direct bookings, it presents several challenges:

• Rate Dilution: Offering a flat discount across the board can erode ADR (Average Daily Rate) and revenue, especially during peak demand periods when guests are willing to pay full price.

• Lack of Personalization: Static discounts fail to recognize individual guest preferences, spending habits, or loyalty tiers.

• OTA Parity Challenges: Many hotels struggle to maintain competitive pricing while adhering to rate parity agreements with OTAs.

• Diminished Perceived Value: Guests expect more than just a discount—they seek meaningful perks, experiences, and value-driven rewards.

1. Move Beyond Discounting—Incentivize with Value

Instead of relying solely on fixed member discounts, hotels can shift towards value-driven rewards that enhance the guest experience without undercutting revenue. Laasie’s instant rewards marketplace enables hotels to replace blanket discounts with experiential and monetary incentives tailored to individual travelers.

Why This Works:

• Protects ADR: Instead of cutting room rates, hotels can offer rewards (such as dining credits, spa vouchers, or retail gift cards) that enhance guest satisfaction while preserving revenue.

• Encourages Ancillary Spend: Guests are more likely to spend on-site when rewarded with credits or incentives applicable to in-hotel services.

• Drives Guest Engagement: Personalized rewards create a stronger emotional connection with the brand compared to generic discounts.

2. Dynamic Rewards to Match Demand Fluctuations

A truly effective Dynamic Member Rate Strategy allows hotels to scale rewards based on occupancy, seasonality, and market demand. With Laasie’s platform, hotels can adjust rewards in real time to maximize conversion at every stage of the booking cycle.

How It Works:

• Low Occupancy Periods: During off-peak seasons or low-demand periods, hotels can increase reward values (e.g., offering a $50 gift card for a direct booking instead of $25) to drive demand.

• High Occupancy Periods: When demand is strong, hotels can scale back rewards while maintaining guest engagement, ensuring profitability remains high.

• Flash Promotions & Urgency Offers: Time-sensitive rewards (e.g., “Book in the next 48 hours and receive an additional $25 dining credit”) can drive immediate action.

This dynamic approach ensures that incentives are always aligned with business goals, avoiding unnecessary rate dilution while maintaining high guest engagement.

3. OTA Share Shift Without Rate Parity Issues

One of the biggest challenges hotels face is competing with OTAs while maintaining rate parity agreements. Discounting direct bookings below OTA rates can violate contracts and lead to financial penalties, making it difficult to shift share back to direct channels.

How Laasie Solves This:

• Incentives Instead of Discounts: Offering instant rewards instead of rate reductions helps hotels differentiate direct bookings without violating parity agreements.

• Value Perception Over Price Wars: Guests booking directly receive exclusive perks (such as retail gift cards, room upgrades, or F&B credits), which enhances perceived value over simple rate-based discounts.

• Lower OTA Commission Costs: By shifting bookings away from OTAs and toward direct channels, hotels save on commission fees, improving profitability.

4. Personalization at Scale: The Power of AI-Driven Loyalty

Guests today expect hyper-personalized experiences, and loyalty programs should reflect that. Static pricing models treat all guests the same, but a Dynamic Member Rate Strategy powered by AI can deliver personalized incentives based on guest behavior, preferences, and total spend.

How Laasie’s AI-Powered Loyalty Works:

• Behavior-Based Rewards: Guests who frequently book spa treatments may receive spa credits, while business travelers may be offered ride-share or coffee shop vouchers.

• Loyalty Tier Customization: Hotels can differentiate rewards based on guest loyalty levels, ensuring high-value travelers receive premium incentives.

• Predictive Offer Optimization: AI analyzes past booking data to recommend the most effective reward for each guest, maximizing conversion and engagement.

This intelligent approach turns one-size-fits-all loyalty into a highly targeted, data-driven strategy that increases guest retention and revenue.

5. Fast Implementation, Immediate Impact

Many hoteliers hesitate to implement new loyalty strategies due to concerns about complex integrations and long deployment times. However, Laasie’s platform is designed for seamless implementation, enabling hotels to launch dynamic rewards in weeks, not months.

Key Benefits of Laasie’s Plug-and-Play Solution:

• Seamless Integration: Works with leading PMS, CRS, and CRM systems for easy deployment.

• No Operational Overhaul: Hotels don’t need to restructure their pricing models—Laasie’s rewards overlay existing pricing strategies.

• Immediate Revenue Impact: Hotels typically see an increase in direct bookings and guest engagement within the first 30 days.

By adopting Laasie’s Dynamic Member Rate Strategy, hotels can increase conversion rates, protect ADR, and drive long-term guest loyalty—all without the drawbacks of static discounting.

The Future of Hotel Loyalty: Dynamic, Personalized, and Profitable

The days of one-size-fits-all member discounts are fading. The future of hotel loyalty lies in dynamic, personalized, and performance-driven strategies that align guest incentives with revenue goals. By shifting from static discounting to AI-powered instant rewards, hotels can build a loyalty ecosystem that is both guest-centric and revenue-maximizing.

Why Now?

With traveler expectations evolving and OTAs continuing to dominate the booking landscape, hotels must adapt their loyalty strategies to remain competitive. Dynamic Member Rate Strategies powered by Laasie offer a smarter, more profitable way to engage guests, drive direct bookings, and strengthen brand loyalty.

For decades, hotel loyalty programs have been synonymous with points-based structures, rewarding guests with accumulated credits redeemable for free nights or upgrades. However, the landscape is shifting. Large hotel brands are increasingly integrating instant rewards into their loyalty strategies, responding to changing guest expectations, competitive pressures, and the need for more immediate and personalized engagement.

This white paper explores the factors driving this shift, the commercial impact on hotel brands, and how Laasie is pioneering the implementation of instant rewards across key touchpoints in the guest journey—from the booking engine to the call center and on-property experiences.

The Changing Dynamics of Hotel Loyalty

Consumer Demand for Instant Gratification Today's travelers, shaped by e-commerce giants like Amazon and digital payment solutions, expect instant results. The traditional accumulation-based loyalty model lacks the immediacy that modern consumers crave. Instant rewards cater to this demand by providing immediate, tangible benefits that enhance the guest experience from the moment of booking.

The Rise of Alternative Travel Providers The competition from online travel agencies (OTAs), alternative accommodations (e.g., Airbnb), and subscription-based travel models has forced hotel brands to rethink their loyalty structures. Instant rewards serve as a compelling reason for guests to book directly rather than through third-party platforms.

Economic Pressures and Maximizing Share of Wallet With fluctuating travel demand and rising operational costs, hotels must ensure every guest touchpoint drives revenue and loyalty. Instant rewards increase ancillary spending, encourage upsells, and drive incremental revenue, creating a win-win scenario for both guests and hotel operators.

Personalization as a Competitive Differentiator Personalization is no longer optional; it's expected. Instant rewards allow hotels to tailor incentives based on guest preferences, travel history, and booking behavior, delivering unique and engaging experiences that keep guests returning.

The Commercial Impact of Instant Rewards on Hotel Brands

Increased Direct Bookings & OTA Share Shift Hotels struggle to compete with OTAs on pricing and convenience. By offering instant rewards at the point of booking, hotels can create a compelling reason for guests to book directly. This shift not only reduces reliance on OTAs but also preserves margins by avoiding high commission fees.

Strengthened Loyalty Program Engagement Many hotel loyalty programs suffer from low engagement, with a significant portion of members never redeeming their points. Instant rewards inject excitement and participation into loyalty programs, making benefits more accessible and valuable to a broader audience.

Higher Guest Satisfaction & Lifetime Value Instant gratification fosters positive guest sentiment. When travelers feel recognized and rewarded in real time, they are more likely to become repeat customers, driving long-term revenue and brand advocacy.

Operational Efficiency and Service Recovery From call centers to front desks, hotel staff often face service recovery situations that require quick resolutions. Instant rewards enable frontline employees to resolve issues seamlessly, turning potentially negative experiences into positive brand interactions.

Laasie: Powering Instant Rewards Across the Guest Journey

Laasie is at the forefront of this industry shift, providing large hotel brands with the infrastructure to seamlessly implement instant rewards. Our solutions enhance guest engagement at every stage of the loyalty journey:

Booking Engine: Converting Lookers into Bookers Laasie’s AI-driven instant rewards engine incentivizes direct bookings by offering guests curated rewards at checkout. Hotels leveraging Laasie Convert have seen a 43% lift in conversion rates, reducing OTA dependency while driving incremental revenue.

Call Center: Saving the Sale & Strengthening Loyalty Call center agents often encounter guests on the verge of abandoning a booking. Laasie Flex empowers agents to instantly offer personalized incentives, saving the sale while reinforcing guest loyalty. This not only boosts conversion rates but also enhances the overall brand experience.

On-Property: Enhancing the Stay & Driving Ancillary Revenue Through Laasie Retain, hotels can reward guests in real-time for behaviors such as dining on-site, using spa services, or extending their stay. This proactive engagement drives incremental spend and fosters deeper connections between guests and the brand.

Service Recovery: Turning Challenges into Opportunities Hotel operations are unpredictable, and service disruptions are inevitable. Laasie’s instant rewards allow hotels to respond swiftly, offering guests meaningful compensation that enhances satisfaction and mitigates negative reviews.

www.laasie.ai

Case Studies and Results

Case Studies: How Leading Brands Are Implementing Instant Rewards Several major hotel brands have already begun integrating Laasie’s instant rewards into their loyalty strategies. While confidentiality prevents full disclosure, our partners have reported significant improvements in direct bookings, customer retention, and guest satisfaction scores.

Case Study 1: A Leading Luxury Brand A global luxury hotel group implemented Laasie Convert to drive direct bookings. Within six months, they experienced a 18% reduction in OTA reliance and a 22% increase in repeat guest bookings.

Case Study 2: A Lifestyle Hotel Portfolio A lifestyle-focused hotel group integrated Laasie Flex into their call center operations. The result? A 24% increase in booking conversions and a 11% uplift in average booking value.

Case Study 3: A Resort Collection Using Laasie Retain A collection of independent resorts utilized Laasie Retain to encourage ancillary spend. By rewarding guests instantly for dining, spa treatments, and activity bookings, the brand saw a 17% increase in on-property spend per guest.

The Future of Hotel Loyalty: Instant Rewards as the New Standard

The momentum behind instant rewards is undeniable. As large hotel brands continue to embrace this model, we anticipate:

• Deeper integration with AI and machine learning for personalized reward recommendations.

• Expansion into subscription-based loyalty models that offer ongoing, on-demand rewards.

• Greater adoption among independent hotels looking to compete with major brands and OTAs.

Hotels that fail to evolve risk losing market share to competitors who understand and act on the demand for immediacy and personalization.

The Time for Instant Rewards is Now

Hotel loyalty is undergoing a transformation, and instant rewards are at the heart of this evolution. By providing immediate, personalized incentives, brands can drive direct bookings, increase guest engagement, and maximize revenue potential.

Laasie is proud to be at the forefront of this shift, helping hotel brands harness the power of instant rewards across every stage of the guest journey. Whether it’s converting website visitors into loyal guests, empowering call center agents to save bookings, or enhancing the on-property experience, Laasie delivers proven solutions that redefine hospitality loyalty for the modern traveler.

For hotels looking to future-proof their loyalty strategies, the answer is clear: Instant rewards are no longer optional—they’re essential.

About Laasie Laasie powers intelligent instant rewards that drive direct bookings, increase guest engagement, and maximize revenue across the hospitality sector. Our AI-driven platform seamlessly integrates with hotel systems to deliver hyper-personalized, real-time rewards that elevate the guest experience and enhance commercial success.

To learn more about how Laasie can transform your loyalty strategy, visit www.laasie.ai.

Hotels are in a constant battle to drive more direct bookings, increase revenue, and reduce dependency on online travel agencies (OTAs). Traditional demand generation strategies like digital ads and SEO are critical, but they only get travelers to your website. The real challenge? Convincing them to book with you instead of an OTA or competitor. That’s where instant rewards come in—a game-changer in converting lookers into bookers and maximizing demand generation efforts.

What Is Demand Generation for Hotels?

Before diving into instant rewards, let’s define demand generation. Unlike lead generation, which focuses on capturing guest information for future bookings, demand generation is about creating immediate interest in your hotel and driving direct bookings.

It includes tactics like:

• Paid advertising (Google Ads, Meta Ads)

• Email marketing

• SEO and content marketing

• Social media engagement

• OTA share shift strategies

• Retargeting campaigns

The problem? These tactics bring visitors to your site, but they don’t necessarily get them to book. This is where instant rewards provide the extra push needed to drive conversions.

Why Instant Rewards Are the Missing Piece

Travelers today expect immediate value. They’re used to dynamic pricing, loyalty perks, and special offers when booking through OTAs. If your website doesn’t provide a compelling reason to book direct, they’ll abandon their search and return to familiar platforms like Expedia or Booking.com.

Instant rewards solve this issue by:

• Incentivizing direct bookings in real time

• Enhancing the guest experience before arrival

• Differentiating your hotel from competitors

• Increasing revenue through additional spending

Instead of hoping guests recognize the value of booking direct, instant rewards actively show them why it’s the better option.

Takeaways: How Hotels Can Use Instant Rewards for Better Demand Generation

1. Convert Website Visitors with Immediate Value

Most hotel websites have strong branding, beautiful imagery, and a seamless booking experience, but they often lack a compelling reason for guests to book direct.

By incorporating Laasie’s instant rewards, hotels can offer guests immediate incentives such as:

• A $20 Uber credit

• A free coffee from Starbucks

• A room upgrade guarantee

These small perks make a huge difference in convincing guests to complete their booking.

2. Leverage Instant Rewards in Paid Campaigns

If you’re investing in paid advertising, instant rewards amplify your ROI. Instead of generic discounts, ad copy can highlight a tangible benefit:

“Book direct and get a $20 Lyft credit. Limited time only!”

This creates urgency and a clear reason for guests to click through and book directly instead of price-shopping OTAs.

3. Increase OTA Share Shift with Better Offers

OTAs offer rewards through their own loyalty programs, making it difficult for hotels to compete. Instead of lowering rates or increasing commission payouts, hotels can use Laasie to provide instant, customizable rewards that align with guest preferences.

For example, rather than giving a 10% discount, offer a reward that provides the same perceived value without cutting into revenue. A $15 dining credit or local experience voucher can be more enticing than a simple rate reduction.

4. Improve Retargeting Campaigns

Retargeting campaigns are essential in bringing back abandoned bookings. Instead of generic ads that say, “Come back and book!”, hotels can personalize messages based on previous interactions:

“Still thinking about your stay? Complete your booking now and enjoy a free welcome drink!”

This approach not only reminds travelers of your hotel but also adds an extra layer of motivation to finalize their booking.

5. Drive More Revenue Per Guest

Beyond bookings, instant rewards encourage guests to spend more. By offering on-property rewards such as spa credits or dining perks, hotels can drive additional revenue while improving the guest experience.

For example:

• A guest who books a two-night stay receives a $25 credit to use at the bar.

• An early-booking incentive includes a free room service breakfast.

These rewards make the stay more enjoyable while increasing ancillary revenue streams.

The Bottom Line: Hotels Need Instant Rewards Now

Demand generation for hotels is more than just driving traffic—it’s about ensuring that traffic converts into direct bookings. Laasie’s instant rewards platform makes this easier by providing a clear, compelling reason for travelers to book direct.

If your hotel is looking to:

• Increase direct bookings

• Reduce OTA commissions

• Boost guest satisfaction

• Drive incremental revenue

…it’s time to implement instant rewards into your demand generation strategy. Hotels using Laasie see up to a 43% lift in conversions, making it one of the most effective tools available for turning lookers into bookers.

Ready to Get Started?

Book a demo with Laasie today and see firsthand how instant rewards can transform your hotel’s demand generation strategy!

In an era of rapidly evolving customer expectations and fierce competition within the hospitality sector, it's abundantly clear that the age-old offering of complimentary internet and bottled water is no longer sufficient to win the hearts of modern hotel guests. Today, the hospitality industry is witnessing a seismic shift in the dynamics of guest loyalty. A shift driven by the emergence of instant merchant rewards, on-property perks, and the powerful union of emotional and transactional loyalty.

Traditionally, hotels have relied on simple amenities like free Wi-Fi and bottled water to create a favorable impression and build loyalty among guests. These offerings were once novel and appreciated by travelers, but in today's world, where connectivity and hydration are almost taken for granted, they have lost much of their appeal. Travelers now demand more personalized and meaningful experiences during their stay, and hotels are embracing innovative strategies to meet these evolving expectations.

One of the key drivers of this transformation is the adoption of instant merchant rewards. Hotels are increasingly partnering with local businesses to offer guests discounts and special offers at nearby restaurants, attractions, and services. This not only enhances the overall guest experience but also encourages guests to explore and engage with the local community. By providing guests with exclusive access to the best experiences a destination has to offer, hotels are creating a sense of belonging and connection, fostering emotional loyalty.

Furthermore, on-property rewards have become a powerful tool for hotels to incentivize ancillary spend and secure repeat reservations. The concept is simple but effective: guests receive special perks for spending on additional services within the hotel, such as dining, spa treatments, or room upgrades. This approach not only boosts revenue but also encourages guests to extend their stay or return for future visits. The result is a win-win situation, with hotels benefiting from increased revenue, and guests enjoying enhanced value and recognition.

What sets these instant merchant rewards and on-property perks apart is their ability to marry emotional and transactional loyalty. Emotional loyalty is all about fostering a deep, personal connection between the guest and the hotel. It's about creating memorable experiences and forging lasting relationships. Instant rewards, such as exclusive discounts at local businesses, tap into this emotional connection by making guests feel like insiders, enabling them to explore the destination like a local.

On the other hand, transactional loyalty is based on value and convenience. It's about providing guests with tangible benefits that make their stay more enjoyable and cost-effective. On-property rewards, like room upgrades or dining credits, cater to this aspect of loyalty by giving guests clear incentives to spend within the hotel.

The synergy between these two forms of loyalty is where the magic happens. Guests not only feel emotionally attached to the hotel but also recognize the tangible benefits of their loyalty through rewards and perks. This dual approach not only drives repeat reservations but also encourages guests to spend more during their stay, boosting a hotel's bottom line.

The hotel industry's landscape is rapidly changing, and guest loyalty is no longer a matter of just offering free internet and bottled water. Hotels that recognize the value of instant merchant rewards and on-property perks are at the forefront of this evolution. By creating a harmonious blend of emotional and transactional loyalty, hotels can foster deeper connections with guests, encourage ancillary spend, and secure repeat reservations. In this new era of hospitality, it's not just about providing a place to sleep; it's about curating unforgettable experiences that keep guests coming back for more.

The lodging industry thrives on repeat guests and strong customer relationships. Hoteliers are constantly seeking an edge, it’s not enough to simply provide a great stay. Hotels need innovative loyalty strategies that drive results, increase direct bookings, and strengthen guest connections. But here’s the catch: traditional points-based programs, while effective for large hotel chains, often fall short for independent and mid-sized hotel groups.

So, what are the loyalty ideas that work? Let’s explore strategies that can transform your approach to guest retention and why platforms like Laasie’s are redefining the game.

Innovative Loyalty Ideas That Work

Here are loyalty strategies designed to drive guest engagement, increase revenue, and create a loyal customer base:

1. Instant Rewards

Guests today want immediate value. That’s where Laasie’s instant rewards platform shines. Instead of earning points for future use, guests receive personalized rewards instantly upon booking. These rewards come from a global merchant marketplace with over 1,000 options, ranging from gift cards to exclusive experiences.

Why It Works:

• Guests see immediate benefits, increasing the likelihood of booking directly.

• Rewards are tailored to individual preferences, creating a more engaging experience.

• Hotels can easily implement the system, with results showing a 43% lift in direct bookings on average.

2. Milestone-Based Programs (Laasie's answer for points)

Rather than rewarding guests for every dollar spent, consider celebrating key milestones in their journey with you. For example:

• Offer a complimentary room upgrade on their third stay.

• Provide a personalized experience for their fifth visit.

• Surprise them with a thank-you gift on their one-year booking anniversary.

Why It Works: Milestone rewards feel more personal and meaningful than generic points. They create emotional connections and give guests something tangible to look forward to.

3. Flexible Service Recovery

Mistakes happen, but how you recover can make or break guest loyalty. Laasie’s Flex product allows hotels to turn service recovery into an opportunity to delight guests. Whether it’s addressing a booking issue or compensating for a less-than-perfect stay, you can reward guests instantly with something valuable.

Why It Works:

• Strengthens relationships by addressing concerns quickly and effectively.

• Turns potential detractors into loyal advocates.

4. Enhanced Member Rates

Offer exclusive member rates that guests can access when booking directly. Combine this with Laasie’s Retain solution to layer in personalized rewards, increasing the perceived value of direct bookings.

Why It Works:

• Competes effectively with OTAs by providing better value.

• Encourages repeat bookings and reduces guest acquisition costs.

5. Localized Experiences

Reward guests with unique experiences tied to your location. Partner with local businesses to offer perks like:

• Free wine tastings at a nearby vineyard.

• Discounts at popular local attractions.

• Exclusive dining experiences at acclaimed restaurants or your F&B outlets

Why It Works: Localized rewards enhance the guest experience, differentiate your hotel, and support the local economy.

(Continue reading below)

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Why Points-Based Loyalty Falls Short for Most Hotels

Points-based loyalty programs have been the industry’s default for decades. Guests earn points for every dollar spent and redeem them for future stays or perks. But while this model works well for global brands with extensive networks, it’s often ineffective for smaller or independent hotels. Here’s why:

1. Limited Scope: Large hotel brands can offer points that are redeemable across hundreds or thousands of properties worldwide. Independent hotels or small groups lack this scale, making their points less valuable and appealing.

2. Delayed Gratification: Points take time to accumulate, and guests often lose interest before they can redeem meaningful rewards. In an era of instant gratification, waiting months to see value is a tough sell.

3. Costly Maintenance: Administering a points-based program requires significant resources—from managing point accruals to integrating complex systems.

4. Low Differentiation: Guests are accustomed to points programs and often see them as transactional. They do little to foster an emotional connection with your brand.

For these reasons, many hotels are shifting their focus to innovative loyalty strategies that deliver immediate value and measurable results.

The Laasie Advantage

Laasie’s platform helps hotels implement these strategies with ease, delivering real results:

1. Shifting Share from OTAs: By incentivizing direct bookings with instant rewards, Laasie reduces reliance on OTAs and shifts booking share back to hotels.

2. Lowering Guest Acquisition Costs: Instant rewards create a compelling reason to book directly, cutting commission costs from third-party platforms.

3. Increasing Direct Bookings: Hotels using Laasie’s platform see an average conversion lift of 43%, helping them compete effectively in crowded markets.

4. Driving Ancillary Revenue: Rewards encourage guests to spend more on-property, from dining to spa services.

5. Higher Spend from Members: Data shows that loyalty members spend significantly more than non-members, increasing total revenue per guest.

6. Longer Booking Windows: Members often book further in advance, providing better forecasting and revenue management opportunities.

7. Repeat Bookings: Personalized, meaningful rewards create lasting impressions, increasing the likelihood of repeat stays.

Results That Speak for Themselves

Hotels across markets are seeing the impact of these strategies. For example:

• Miami: Hotels using Laasie’s platform average a 43% higher direct booking conversion rate.

• New York City: Properties reported a 22% increase in ancillary revenue due to instant rewards.

• San Francisco: Guests who received rewards during service recovery showed a 35% higher likelihood of rebooking.

The future of hotel loyalty lies in innovation and personalization. Points-based programs may work for the largest chains, but independent hotels and small to medium hotel groups need solutions that align with their unique challenges and opportunities. With Laasie’s instant rewards platform and flexible loyalty solutions, you can engage guests, drive direct bookings, and increase revenue like never before.

Hotel call centers are much more than just another booking channel. They’re the bridge between a potential guest who’s almost decided on your property and the actual booking. But sometimes, despite the best efforts of your well-trained agents, a caller wavers. They’re about to hang up without booking. This is where an instant rewards strategy—designed to “save the sale”—can transform that hesitation into a reservation.

With Laasie’s integration into Sabre’s ResAgent software, it’s easier than ever to incorporate instant rewards into call center interactions. This approach not only boosts conversion rates, but it also establishes loyalty and creates memorable guest interactions. Let’s unpack why instant rewards are the secret weapon for hotel call centers aiming to close more bookings and build loyalty with every call.

Understanding “Save the Sale”: Turning an “Almost” into a “Yes!”

We’ve all been there—after a good 15 minutes on the phone, a caller says, “I’m just not ready to book right now.” Ouch. This is the tipping point. In traditional call centers, an agent might try a last-minute pitch or emphasize the property’s charm, but there’s no real incentive for the guest to commit right then. Enter the “save the sale” instant reward.

A “save the sale” reward is a tangible, immediate incentive offered when the guest wavers. It could be a $20 Uber credit, a complimentary spa treatment, or a digital gift card. The goal is simple: provide a meaningful reason for the guest to hit “book” now, not later.

With Laasie’s instant rewards technology fully integrated into Sabre’s ResAgent platform, agents can deliver these rewards seamlessly. Just imagine the impact of an agent saying, “Wait! Before you hang up, I’d like to offer you a $30 dining credit as a thank-you for booking with us today.” This small, personalized offer can make all the difference.

Instant Rewards Drive Higher Conversion Rates—Here’s How

Most hotel marketing strategies are built to capture guests’ attention online, but call centers have a unique advantage—they’re personal. Yet, a live voice alone isn’t always enough to turn interest into a confirmed booking. With an instant reward, you can improve conversion by up to 22%. Laasie’s integration with ResAgent enables agents to offer rewards in real-time, giving guests an extra nudge to complete their reservation.

Instant rewards work because they align with our psychology. We love to feel like we’re getting something extra, something unexpected, and something special. When a guest is close to booking, a reward offers that final push they need to make a commitment. It also conveys to the caller that the hotel values their business enough to offer a meaningful thank-you.

Building Loyalty Beyond the Transaction

Instant rewards don’t just drive conversions; they create a positive experience that can lead to lasting loyalty. Hotels that offer rewards at the booking stage signal that they value each guest’s decision to stay with them. And here’s the kicker: once guests receive an unexpected reward, they’re more likely to return. They remember the incentive, the friendly agent, and that unique interaction as part of their booking experience.

Loyalty in the hotel industry has long relied on points-based programs that can feel a bit abstract. By integrating instant rewards into the call center, hotels can deliver immediate, memorable value to guests who may or may not be regulars. This approach democratizes loyalty, making each guest interaction meaningful, whether they’ve stayed with the property once or a dozen times. It’s a loyalty strategy with instant gratification at its core, and it’s effective.

Enhancing the Guest Interaction: Beyond Scripted Service

One of the biggest challenges in call centers is making each call feel personal and genuine, especially when agents are following scripts. Instant rewards can help agents break out of the mold and connect on a more authentic level. When guests feel that the agent is offering them a unique benefit—a reward tailored to the moment—it humanizes the booking experience.

With Laasie’s platform, agents using ResAgent can access a marketplace of over 1,000 instant rewards, enabling them to offer perks that match each guest’s profile and preferences. For example, if a guest mentions a business trip, an Uber credit or coffee gift card could be a winning offer. If it’s a family vacation, perhaps a free round of mini-golf or a local attraction pass. This approach turns a scripted booking call into an engaging conversation, where guests feel genuinely appreciated.

A Cost-Effective Strategy that Pays for Itself

In a time when acquisition costs are climbing and every booking matters, instant rewards offer a win-win scenario. Instead of discounting room rates or adding traditional amenities, hotels can use Laasie’s pay-for-performance model, which means you only pay when the rewards work. Plus, this approach can shift bookings from OTA channels to direct ones, saving on those dreaded commission fees.

By targeting the “almost-booked” guests who are on the verge of exiting the call, instant rewards focus spending where it matters most. When you only pay for rewards that secure bookings, every dollar spent is tied directly to revenue.

Integrating with Sabre’s ResAgent: Instant Rewards at Your Fingertips

The synergy between Laasie and Sabre’s ResAgent takes this strategy to the next level. Call center agents can now seamlessly offer and distribute rewards within the same system they’re already using. No extra steps or cumbersome processes; it’s all right there. The result? Smooth, efficient interactions that keep guests from feeling like they’re being handed off between systems.

Through Laasie’s marketplace, each reward is designed to be enticing and valuable to a broad spectrum of guests, ensuring that every “save the sale” effort has a high likelihood of success. Laasie’s rewards are integrated directly into ResAgent’s interface, meaning agents can focus on providing great service rather than toggling between systems.

Looking Forward: Make Every Call Count

The hotel call center has long been a critical point of contact for guests, yet in recent years, it’s been underutilized as a revenue driver. Adding instant rewards to the call center strategy transforms these interactions from simple service touchpoints to key conversion opportunities. “Save the sale” rewards provide a strategic nudge for hesitant guests, drive higher conversion rates, and create memorable, loyalty-building experiences.

As more hotels seek ways to stand out and reclaim revenue from OTAs, leveraging call centers with an instant rewards strategy becomes a competitive advantage. So, the next time a guest is on the line, about to say, “I’ll think about it,” your agents can turn the moment around, reminding them there’s no time like the present—and no reward like one that’s instant.

By integrating with Sabre’s ResAgent and partnering with Laasie, hotels can take full advantage of the power of instant rewards. Because why let a guest walk away when a well-timed reward can make them feel like they’ve already checked in?

Why Loyalty Tech Should Be a Must-Have in Your Hotel’s 2025 Budget

Loyalty technology has emerged as a vital component for hotels aiming to stay competitive, enhance guest satisfaction, and boost revenue. But as budgets are scrutinized and technology investments evaluated, why should loyalty tech find a prominent place in your 2025 budget? Let’s dive into the trends shaping the industry and why the right solution, like Laasie, could future-proof your hotel's success.

The Loyalty Evolution: Instant Gratification > Points

Gone are the days when points-based loyalty programs reigned supreme. Guests no longer want to jump through hoops, tracking points or waiting months to redeem a reward. Today's travelers, driven by convenience, want rewards here and now—instant gratification is the new loyalty currency.

That’s where Laasie sets itself apart. Traditional loyalty programs might offer the illusion of value with complex point systems, but in practice, they leave guests unengaged. Laasie’s instant rewards marketplace provides something tangible and actionable at the point of booking or even during their stay, making your loyalty strategy more compelling. As hotels strive to meet guests' modern expectations, allocating budget to solutions that deliver immediate value can keep you ahead of competitors stuck in the past.

Why Hotels Can't Afford to Ignore Loyalty Tech in 2025

According to industry insights, loyalty programs are evolving into data-rich engines that power guest personalization, direct bookings, and lifetime value strategies. In fact, research suggests hotels with strong loyalty programs outperform others in terms of guest retention and direct bookings—two key factors in staying competitive as online travel agencies (OTAs) continue to siphon away business.

Here’s why loyalty tech should be a top priority for 2025:

1. Personalization is Power: The future of hotel loyalty lies in personalized guest experiences. Loyalty tech doesn’t just drive repeat bookings—it gives you the data to understand your guests better. Laasie’s platform integrates with your Property Management System (PMS), Central Reservation System (CRS), and Customer Relationship Management (CRM) tools, providing actionable guest insights in real-time. First-party data collection will only grow in importance as third-party cookies phase out.

2. Direct Booking Conversion: If increasing direct bookings is a priority for your hotel in 2025 (hint: it should be), loyalty tech will help you achieve that goal. While traditional loyalty programs offer deferred rewards, Laasie’s Convert Web product is designed to drive immediate action with real-time incentives. With a 43% conversion lift, it's clear that rewarding lookers at the moment of interest turns them into bookers.

3. Cost-Effective Solutions: Traditional loyalty programs can be costly to maintain, requiring significant investments in marketing, administration, and technology. In contrast, Laasie offers a pay-for-performance model, meaning you only pay when the solution delivers value. The platform can be implemented in a matter of weeks, not months, making it a budget-friendly choice for independent hotels and groups looking for quick, effective results.

4. Flexible and Scalable: Unlike rigid points-based systems, Laasie’s Flex On Demand product allows you to reward guests for almost anything, anytime—whether it’s solving a service recovery issue, offering a booking incentive, or enhancing a group stay. The flexibility of the product allows hotels to adapt to market changes and guest preferences, which is key in today’s fast-moving hospitality landscape.

5. The OTA Factor: As OTAs continue to grow their market share, hotels need tools to shift that share back to direct channels. Investing in loyalty technology that offers guests tangible rewards—whether through rate parity or immediate booking incentives—can be the key to reducing your OTA dependency. Laasie Retain helps you do just that by integrating seamlessly with your existing systems, giving you control over your loyalty strategy and, more importantly, your data.

Future-Proofing Your 2025 Budget

While loyalty programs are not a new concept, the technology behind them has radically transformed. A points-based system might offer incremental rewards, but it doesn’t match the pace or preferences of today’s travelers. The shift towards immediate rewards is more than a trend; it’s the future of loyalty. Budgeting for loyalty tech in 2025 means investing in a guest-centric strategy that drives real-time engagement, fosters repeat business, and boosts your direct booking rates—all while providing a cost-effective solution that delivers measurable ROI.

Part 1: The Shift from Points to Instant Rewards & Milestones

The Limitations of Traditional Points-Based Programs

For years, points-based loyalty programs have been the industry standard. Guests accumulate points over time and redeem them for rewards once they've reached a threshold. While this method works for large brands with widespread appeal, it often fails to deliver the same level of engagement and satisfaction in small to mid-sized hotel groups. Why?

• Delayed Gratification: Guests need to stay multiple times before seeing any benefit, which can feel unattainable for travelers who aren’t frequent visitors.

• Complexity: Points-based systems can be confusing, with different rates of accumulation depending on booking channel, room type, or even seasonality.

• Competition: Independent hotels are up against large brands with vast resources. A guest may prefer a Marriott points system simply because it's global, creating a steep uphill battle for smaller groups.

The Rise of Instant Rewards and Milestone Programs

Instant reward programs, on the other hand, offer immediate value and drive engagement from the very first interaction. Instead of waiting for a large accumulation of points, guests can earn rewards during their stay, or even at the moment of booking. This strategy creates an instant emotional connection and encourages repeat business.

• Guest Experience Enhancement: Instant rewards like discounts on dining, room upgrades, or access to exclusive experiences can surprise and delight guests. It's an immediate reminder of why they should choose your hotel over a competitor.

• Simplicity: Rewarding behavior immediately—whether booking directly, referring friends, or engaging with your hotel on social media—makes the system transparent and easy to understand.

• Increased Ancillary Spend: When a guest receives an instant reward, they are more likely to spend additional money at your property, enhancing your revenue.

Milestones: A Balanced Approach

Milestone programs reward guests for reaching specific achievements, like their 5th, 10th, or 20th stay. Unlike points, which may seem abstract, these milestones are concrete moments guests can look forward to. Pairing instant rewards with milestones ensures both immediate engagement and long-term loyalty, without the frustrations of waiting to accumulate points.

Part 2: How to Implement a Successful Loyalty and Reward Strategy

Define Your Goals and Audience

Before implementing any loyalty strategy, it’s essential to clearly define your hotel group’s goals. Are you aiming to increase repeat bookings, encourage direct bookings, or boost ancillary revenue from guests?

• Target Audience: Understand the needs and preferences of your ideal guest. Are they leisure travelers, business guests, or a mix of both? This will help shape the types of rewards and experiences that will appeal most.

• Measuring Success: Whether you want to boost direct bookings by 20%, or increase repeat guests by 15%, set measurable goals that will guide your program’s success.

Choose the Right Technology Platform

The technology behind your loyalty program should be seamless and easy to use for both you and your guests. An ideal solution integrates with your hotel’s existing Property Management System (PMS) or Central Reservation System (CRS), enabling you to track guest interactions and offer real-time rewards.

• Flexibility: Ensure the platform allows for customizations—whether you want to reward guests for staying during low-demand periods or offer bonuses for social media engagement.

• Data Collection: Make sure the system captures valuable guest data. First-party data from loyalty programs is crucial for personalization, helping you tailor future offers and rewards to each guest’s preferences.

Incentivize Direct Bookings

One of the primary benefits of a well-structured loyalty program is the ability to incentivize direct bookings, helping you avoid hefty commissions from OTAs (Online Travel Agencies).

• Offer Instant Rewards at Booking: Provide rewards like discounts or free amenities for guests who book directly through your website, reinforcing the value of bypassing third-party channels.

• Personalized Experiences: Use data from previous stays to offer customized rewards at the booking stage, such as a room upgrade for a repeat business traveler or a spa discount for leisure guests.

Part 3: Maintaining and Evolving Your Loyalty Program

Keeping Guests Engaged Over Time

Launching a loyalty program is just the first step. To maintain engagement and drive repeat business, you need to continuously interact with your guests, offering new rewards and staying relevant in their travel planning.

• Dynamic Rewards: Rotate and refresh rewards based on seasonality, local events, or new services at your hotel. This creates urgency for guests to return and take advantage of limited-time offers.

• Guest Feedback Loop: Regularly collect guest feedback to understand which rewards are most appealing and where there may be room for improvement. Encourage feedback through surveys or reward incentivized reviews.

Personalized Loyalty Marketing

Leverage the first-party data collected through your loyalty program to offer personalized marketing. Segment guests by travel patterns, preferences, and spending habits to send targeted offers that feel unique.

• Triggered Messaging: Set up automated emails or text messages triggered by specific guest actions, like completing a booking or reaching a milestone. For instance, a guest may receive a “Congrats on your 5th stay!” message with a complimentary room upgrade offer.

• Loyalty-Driven Promotions: Offer exclusive promotions to loyalty members that aren’t available to the general public. This could be special rates, access to events, or early booking windows for high-demand periods.

Continuously Measure and Adjust

To ensure your loyalty and reward strategy remains effective, consistently track key performance indicators (KPIs) like repeat booking rates, direct bookings, and ancillary revenue. Adjust the program based on what’s working—and what’s not.

• A/B Testing: Experiment with different rewards and offers to see what resonates most with your guests. Try offering a local experience reward in one instance and a room upgrade in another, and compare the results.

• Analyze Milestone Effectiveness: Evaluate whether your milestone rewards are prompting the desired level of guest retention and loyalty. If certain milestones aren’t driving repeat visits, reconsider the reward or timing.

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The Future of Guest Loyalty

Independent hotels and small groups need a fresh approach to guest loyalty. By shifting from traditional points programs to more flexible and engaging instant rewards and milestone strategies, you can cultivate deeper connections with guests and drive both short- and long-term revenue growth.

At Laasie, we believe that the future of loyalty lies in immediacy, personalization, and measurable success. Our platform allows hotel groups to offer compelling, instant rewards that keep guests coming back—no matter their size or market position.

Laasie, a leading innovator in customer loyalty solutions for the hospitality industry, is proud to announce its partnership with Skipper, the premier travel booking platform. This strategic collaboration is set to transform the travel industry by integrating Laasie's instant rewards and loyalty programs with Skipper's seamless booking experience.

With this partnership, Laasie and Skipper aim to disrupt traditional travel booking models and elevate customer loyalty to new heights. By combining Laasie's instant reward marketplace with Skipper's user-friendly platform, travelers will now enjoy unparalleled benefits, including instant rewards and personalized booking experiences.

"We are thrilled to partner with Skipper to bring a new level of innovation to the travel industry," said Ellis Connolly, Chief Revenue Officer at Laasie. "This collaboration aligns perfectly with our mission to provide hotels with the tools they need to enhance guest loyalty and drive revenue. Together, we are setting a new standard for travel bookings and loyalty programs."

Skipper's platform is designed to simplify the booking process, offering travelers a streamlined experience from start to finish. By integrating Laasie's loyalty solutions, Skipper users will have access to instant rewards from a diverse range of global merchants, making each booking more rewarding and engaging.

"Partnering with Laasie is a strategic step forward for Skipper," said Jason Shames, CEO of Skipper. "Our goal has always been to provide travelers with the best possible booking experience with the least amount of friction. With this partnership with Laasie, we can now offer our users instant gratification and a more personalized journey, ultimately fostering greater customer loyalty."

The integration of Laasie's technology with Skipper's platform ensures that hotels can easily implement these enhancements without any disruptions to their existing operations. Additionally, hotels can now incorporate on-property rewards within the Laasie reward marketplace, driving significant ancillary spend from guests. This includes rewards for dining, spa services, and other amenities, further enhancing the guest experience and boosting hotel revenue and loyalty.

As the travel industry continues to evolve, Laasie and Skipper are committed to staying at the forefront of innovation. This partnership represents a significant leap forward in delivering value to travelers and hoteliers alike.

About Laasie

Laasie powers a new kind of loyalty for over 3,000 lodging partners through AI and a network of 1,000+ instant gratification partners. No points, no tiers, no waiting for qualification. Laasie uses artificial intelligence and big data to dynamically create loyalty with personalized, instant rewards that motivate customer actions like booking directly, making a return visit, joining a marketing program for offers, and more. The result? Customers enjoy enriched experiences with each brand interaction and partners benefit with increased net revenue, actionable data insights, strengthened customer relationships, and a scalable loyalty program that increases the lifetime value of every customer. For more information, visit www.laasie.ai

About Skipper

Skipper is a hotel & resort reservation platform that makes it easy for guests to book everything a hotel has to sell: rooms, dining, and more. Skipper increases booking conversion rates by keeping the guest on the marketing website throughout the transaction and allows guests to pay with digital wallets. Implementation is as easy as inserting a few lines of code on the hotel's website. For more information, visit www.skipperhospitality.com

Source

Ever wondered if there's a way to make hotel guests feel like royalty without your revenue team staging a rebellion? Welcome to the world of "new member rate" strategies, where we sprinkle a little bit of financial wizardry to create win-win scenarios for both hotels and their beloved guests.

The Classic Dilemma: Discount or Perish?

Traditionally, hotels have tried to woo guests with hefty discounts. It’s a noble effort, but let’s face it: slashing 20% off your room rate is like giving away the crown jewels. Sure, it attracts attention, but at what cost? Your margins get thinner, and your revenue takes a hit. But what if we told you there’s a better way? A way where you can keep more of your revenue and still have guests singing your praises?

Enter the Member Rate + Instant Reward Strategy

Here’s the secret sauce: instead of offering a 20% off member rate, offer a 10% off member rate with a high perceived value instant reward, like a $25 local experience that costs the hotel only $2.50. The result? You retain more revenue from the reservation, and the guest feels like they just hit the jackpot.

Imagine a guest named Linda, an avid traveler. She’s shopping around for a hotel and sees two options. Hotel A offers a 20% discount, and Hotel B (that’s you!) offers a 10% discount plus a $25 credit to a local experience. Linda picks Hotel B, feeling like she’s gotten a fantastic deal, while you smile knowing you've kept more revenue in the till.

Why This Works: The Psychology of Value

The beauty of this strategy lies in perceived value. Guests love instant rewards because they feel like they’re getting something extra, something special. A instant reward or a digital voucher is tangible, immediate, and gratifying. It’s not just a discount; it’s a little gift that says, “We value you.”

From the hotel's perspective, the actual cost of these rewards is significantly lower than the face value, meaning you’re not giving away the farm to keep your guests happy.

Aligning with Direct Booking Strategies

This approach aligns perfectly with direct booking strategies. When guests book directly through your website to access these exclusive member rates and rewards, you sidestep the hefty commissions charged by Online Travel Agencies (OTAs). This means higher-margin reservations and better control over the guest experience.

Impact Across Marketing Funnels

Let’s dive into the ripple effects this strategy can have across your marketing efforts:

1. Higher Digital Marketing ROI: Incorporating the member rate + instant reward into your digital ads can significantly improve your click-through and conversion rates. Guests are more likely to click on an ad promising an exciting reward rather than a simple discount.

2. Higher Conversions within Meta: Meta search channels, where hotels compete directly on price, become a battleground for creativity. The promise of an instant reward can set you apart from competitors who are simply slashing prices.

3. Increased Loyalty Member Enrollments: Offering attractive member rates with instant rewards is a compelling reason for guests to sign up for your loyalty program. More members mean more repeat bookings and a more robust customer database for targeted marketing.

The Bottom Line: More Revenue, Happier Guests

By leveraging the member rate + instant reward strategy, hotels can retain more revenue while still offering something enticing to guests. It’s a smarter way to discount, ensuring that both the guest and the hotel come out ahead.

So, next time you're pondering how to attract more guests without breaking the bank, remember: a little bit of creativity and a touch of instant gratification can go a long way. Offer a member rate with an instant reward and watch your occupancy rates—and guest satisfaction—soar.

And remember, in the hotel business, keeping everyone happy (including your revenue team) is the ultimate luxury.

The Case for Instant Rewards

Loyalty programs have long been synonymous with points accumulation. Guests earn points for their stays and other activities, which they can later redeem for rewards. However, the evolving preferences of modern travelers have sparked a shift in how loyalty is cultivated. Today's guests crave immediacy and personalization, favoring instant gratification over the slow burn of point accumulation. At Laasie, we believe that hotels can achieve remarkable loyalty outcomes without relying on points-based programs by leveraging instant rewards. Here’s how.

1. Instant Gratification Drives Engagement

For Guests: Modern travelers are accustomed to instant results and quick benefits in various aspects of their lives, from social media likes to fast food delivery. This same expectation applies to their hotel experiences. Instant rewards cater to this desire by providing immediate perks and recognition, which can significantly enhance guest satisfaction.

For Hotels: Offering instant rewards creates a more dynamic and engaging guest experience. It turns each interaction into an opportunity to delight and surprise, fostering a stronger emotional connection with the brand.

2. Personalized Rewards Increase Perceived Value

For Guests: Personalized rewards feel more special and relevant to individual guests. Whether it’s a complimentary drink at the bar, a discount on a future stay, or an exclusive local experience, these tailored perks show that the hotel understands and values each guest’s unique preferences.

For Hotels: Personalized rewards can lead to higher redemption rates and greater guest satisfaction. They also provide valuable insights into guest preferences and behaviors, which can inform future marketing strategies.

3. Simplified Loyalty Programs Enhance Usability

For Guests: One of the common complaints about points-based programs is their complexity. Guests often find it challenging to understand how to earn and redeem points, which can deter participation. Instant rewards simplify the process, making it easy for guests to see and enjoy their benefits immediately.

For Hotels: Simplified loyalty programs reduce administrative burdens and improve operational efficiency. They also make it easier to communicate the benefits of the program to guests, increasing participation rates.

Implementing Instant Rewards: Practical Strategies

1. Welcome Gifts and Upgrades

Upon check-in, surprise your guests with a small gift or an unexpected room upgrade. This instant reward can set a positive tone for their stay and increase their overall satisfaction.

2. On-Site Spending Incentives

Encourage guests to explore your hotel's amenities by offering instant rewards for on-site spending. For example, provide a discount on spa services, a complimentary dessert at the restaurant, or a free drink at the bar.

3. Special Occasion Celebrations

Recognize and celebrate your guests' special occasions, such as birthdays or anniversaries, with personalized rewards like a complimentary cake, a bottle of wine, or a spa treatment.

4. Social Media Engagement

Reward guests for engaging with your hotel on social media. Offer instant rewards for actions like checking in, posting a photo with a designated hashtag, or leaving a review.

5. Eco-Friendly Incentives

Promote sustainability by offering rewards for eco-friendly actions. Guests who participate in towel reuse programs, opt for digital receipts, or choose other green options can receive instant benefits like discounts or vouchers.

6. Referral Bonuses

Encourage guests to refer friends and family by providing instant rewards for successful referrals. This could be in the form of a discount on their next stay or a gift card for use at the hotel.

7. Gamification Elements

Introduce gamification into your loyalty strategy by offering rewards for completing certain challenges or activities. This could include exploring specific parts of the hotel, participating in events, or using particular amenities.

Real-World Success Stories

Many hotels have successfully transitioned from points-based programs to instant rewards with outstanding results. For instance, one of our clients saw a 25% increase in direct bookings within six months of implementing an instant rewards program. Guests appreciated the immediacy and relevance of the rewards, leading to higher satisfaction rates and more positive reviews.

In the era of instant gratification, hotels can no longer rely solely on traditional points-based loyalty programs. By adopting a strategy focused on instant rewards, hotels can meet the evolving expectations of modern travelers, enhance guest engagement, and drive loyalty. At Laasie, we’re dedicated to helping hotels implement innovative loyalty strategies that deliver exceptional outcomes. No guest loyalty points? No problem. With instant rewards, your hotel can create a compelling loyalty program that delights guests and boosts your bottom line.

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