Client Overview
A luxury hotel in Malawi found themselves stuck in the never-ending cycle of relying on online travel agencies (OTAs). The bookings were coming in, but the profits? Not so much. OTAs were taking a chunk of the earnings, leaving the hotel hungry for more direct bookings, and a better way to engage potential guests. That’s where we came in, ready to shake things up with a smart strategy using Facebook Ads and some WhatsApp magic.
The Challenge
The hotel was dealing with a double-edged sword. Sure, they were getting bookings, but their profits were shrinking thanks to OTA commissions. And while their property was top-tier, they weren’t engaging potential guests directly, and conversion rates were struggling. They needed a way to break free from the OTAs and make their profits soar again, without adding more work to their already busy team.
What We Did
We started by digging into their Facebook ad account. It was clear they were missing out on some key opportunities. We cleaned things up, fine-tuned the targeting, and then launched a fresh campaign. Our ads focused on two things: showing off the hotel’s unique amenities and pulling in more direct bookings. We knew that targeting was key, so we went after people who had already visited their website or engaged on social media. And just to push things a little further, we created lookalike audiences based on past guests, finding fresh faces who were the perfect fit.
Retargeting Strategy
ou know how people can show interest but not follow through? We weren’t about to let those warm leads slip away. After identifying users who had checked out the hotel but hadn’t booked, we ran retargeting ads to gently nudge them back. These ads were all about reminding potential guests why this hotel was the perfect spot for their getaway. It worked like a charm.
WhatsApp Automation
he real magic happened after potential guests clicked on the ads. They were whisked off to WhatsApp, where they received personalized, automated messages right away. Whether they had questions about room options or wanted to know about nearby attractions, our chatbot (powered by WATI) was ready with answers.
WhatsApp not only helped keep the conversation going but also sent stunning photos of the hotel’s rooms and nearby must-sees. This gave guests that extra push to book without hesitation. And since the system was automated, the hotel team didn’t have to lift a finger.
The Results
In just 90 days, we saw some incredible outcomes:
- ROAS: We turned their 2.34 ROAS into a 6.5x return on ad spend!
- Direct Bookings: A 43% increase in direct bookings, all thanks to Facebook Ads and WhatsApp.
- OTA Dependency: The hotel reduced its reliance on OTAs by 20%, which meant more money in their pockets.
- WhatsApp Engagement: With 82% of inquiries getting answered within 5 minutes, guests didn’t have to wait around, and the booking process was smoother than ever.
We didn’t just bring in traffic, we helped them engage and close more deals. By automating lead qualification, the hotel could focus on the most promising guests. That boosted customer engagement by 30%, making it easier to close bookings and build long-term relationships with guests.
At the end of the day, we helped this hotel break free from the OTA trap, drive more direct bookings, and increase their profits, all without extra work. With the right mix of Facebook Ads, retargeting, and WhatsApp automation, they now have a repeatable system that brings in results, time and time again.
