The Challenge
As a small boutique hotel with just three rooms, Demout.be faced the challenge of competing with larger properties and online travel agencies (OTAs). Without the marketing budgets of bigger establishments, they needed to find innovative ways to build their brand and attract direct bookings.
Their primary goals were to:
- Increase their online visibility and reputation
- Drive more direct bookings to avoid OTA commissions
- Create a seamless booking experience for guests
- Build a loyal customer base through exceptional service
The Bookinghook Solution
Demout.be chose Bookinghook as their direct booking solution, implementing several key features:
- Mobile-Optimized Booking Engine: With 40% of their bookings coming from mobile devices, a smooth mobile experience was essential.
- Custom Automated Messaging: Personalized communication with guests before, during, and after their stay.
- Review Request System: Automated messages requesting reviews on Google and Tripadvisor at the optimal time after checkout.
- Direct Booking Path: A streamlined booking process that eliminated the need for OTAs.
The Results
By implementing Bookinghook's solution, Demout.be has achieved impressive results:
- Outstanding Online Reputation: 4.8/5 rating on Google and a perfect 5/5 on Tripadvisor.
- Exceptional Booking Experience: Guests rate their booking experience at 4.8/5, contributing to positive word-of-mouth referrals.
- Strong Mobile Conversion: 40% of bookings now come through mobile devices, thanks to the optimized mobile experience.
- Independence from OTAs: All bookings come directly through their website, eliminating commission fees.
Building Brand Equity
What sets Demout.be apart is their focus on building long-term brand equity rather than just maximizing short-term revenue. Their strategy includes:
- Personalized Guest Communication: Using Bookinghook's custom messaging to create meaningful connections with guests.
- Strategic Review Collection: Automated messages that request reviews at the perfect moment, when guest satisfaction is highest.
- Consistent Brand Experience: From booking to checkout, every touchpoint reflects their commitment to quality.
"We're a small property, but our guests consistently tell us that our booking process is more seamless than what they've experienced with much larger hotels. Bookinghook has helped us punch above our weight."
The Power of Automated Messaging
One of the most effective tools for Demout.be has been Bookinghook's custom messaging system. They've created a series of automated messages that:
- Welcome guests after booking and provide essential information
- Check in with guests during their stay to ensure satisfaction
- Thank guests after departure and request reviews on Google and Tripadvisor
- Follow up seasonally with past guests to encourage return visits
These messages have not only improved the guest experience but have directly contributed to their impressive online ratings, which in turn drive more direct bookings.
Conclusion
Demout.be demonstrates that even small properties can build significant brand equity by focusing on guest experience and leveraging the right technology. By using Bookinghook's direct booking engine and custom messaging features, they've created a virtuous cycle of excellent service, positive reviews, and increased direct bookings.
Their success shows that in the hospitality industry, size isn't everything. With the right tools and strategy, boutique properties can create a distinctive brand and loyal customer base that drives sustainable growth.
