Direct-booking recovery for a Punta Cana resort group

The challenge

Roughly 78% of bookings arrived through OTA channels whose commissions consumed a large share of room revenue, and two prior attempts to grow direct booking had failed because the direct channel could not answer a guest fast enough or in the right language. Six property-level desks meant no cross-property offer, and seasonal demand tripled between low and peak season.

Approach and methodology

• Consolidated six property desks into one group queue that can offer across all properties
• Elevated WhatsApp to a first-class channel with the same service level as voice
• Routed enquiries by detected language to pooled desks, raising German and Russian utilisation
• Contracted seasonal surge band matching cost to the demand curve, with a returning-agent pool

Results

Direct-channel booking share rose from 22% to 49% by month 12, with median first response falling to under two minutes on both voice and WhatsApp. Cross-property conversion, effectively zero before, now accounts for 11% of direct bookings. The client's internal modelling attributes a material annual margin improvement to the channel shift, which Corpshore has not independently verified and does not present as its own claim.

Enduring value

The consolidated group queue is now the client's permanent commercial infrastructure, and the language-routing model has become a Corpshore Dominicana standard now used on two further hospitality accounts.