Zenith Resorts — Lifted direct-bookings 28% by killing the OTA dependency

THE CHALLENGE

What was breaking before InboxChange

Every booking through MakeMyTrip cost them 18% commission. Booking.com 22%. Direct bookings were just 14% of total.
Past guests couldn't easily rebook — the only way back was to find them on an OTA again.
Their email list of 8,000 past guests had a 6% open rate. Most had unsubscribed or marked as spam.
Email pre-arrival info was clunky — guests would land in Goa without their booking voucher (in spam) and the front desk would have to dig manually.

WHAT WE BUILT

Imported the 8,000 past-guest contacts into InboxChange, opted-in via a 'we miss you, here's a 20% off direct-booking rate' WhatsApp.
Built a year-round seasonal nudge sequence: 60 days before each Indian holiday weekend, past guests get a personalized 'last year you stayed for Diwali, here's an early-bird discount' message.
Replaced email-based pre-arrival with a WhatsApp flow: 7 days before arrival, sends room photos + checkin instructions + a 'reply BEACH for sunset spots' CTA.
Wired Razorpay payment link generation into the message — direct booking takes 4 taps total.

"OTAs are a tax on hotels that don't have a direct channel. WhatsApp gave us our channel. Direct bookings now subsidize the rest of our marketing."

ZE

Niharika D'Souza

Owner, Zenith Resorts

TAKEAWAYS

Hotels that depend on OTAs are paying a 18-25% tax forever. The direct-booking flip is the highest-ROI hotel marketing investment of 2026
Past guests are 10× more likely to rebook than new prospects — your existing guest list is your best asset
Pre-arrival messages on WhatsApp create a real on-property moment of welcome — guests start the trip already feeling cared for

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