Case Study
Elevating luxury
Flying Horse Resort & Spa
The Situation
Facing increasing competition in the hospitality industry and changing guest expectations, Flying Horse Resort recognized the need to stand out by offering added value to its customers. While many guests enjoyed their stays, the hotel noticed that repeat bookings and long-term loyalty were below desired levels. Guests often sought greater benefits for their loyalty, with preferences shifting toward tangible, immediate rewards. In response, Flying Horse Resort decided to implement a loyalty cash. back program, providing guests with a direct financial incentive to book and return. By introducing The Guestbook rewards, the hotel aims to strengthen guest relationships, increase repeat bookings, and enhance overall satisfaction, all while differentiating itself in a competitive market.
The Results
2000
$648K
36%
18.1K
22.5%
158%
Flying Horse Resort & Club’s decision to implement The Guestbook rewards program delivered outstanding results, elevating both guest loyalty and overall performance. The program drove a significant $1.6M in lifetime room revenue impact while generating 2,000 annual room nights, reflecting its success in attracting and retaining guests. With 2,238 guests enrolled, repeat stays increased to 22.5%, contributing to the resort's robust growth. Additionally, the program enhanced cross-network revenue and boosted the average web reservation conversion rate to an impressive 36%. With an 18.1x revenue-to-cost multiple, the initiative not only strengthened guest relationships but also solidified Flying Horse Resort & Club’s position as a standout destination in luxury hospitality.
“The Guestbook’s Partner Team has been consistently supportive of our boutique property in Colorado Springs. We deeply appreciate the check-ins and extensive reporting that they provide us, as well as upcoming opportunities to further engage luxury travelers. Their attention to detail paired with genuine conversationsis priceless!”
