Strategic Partnership: How Crown Retreat Quy Nhon Resort and Hotelbeds Turned Challenges into Opportunities

In a highly competitive industry like hotel distribution, it’s essential to have strategic partners who not only provide access to key markets but also offer personalised support to maximise your property’s performance.

Working with a partner that helps you understand the market, optimise your commercial strategy, and seize the right opportunities can make the difference between success and stagnation.
 

In this case study, we explore how Crown Retreat Quy Nhon Resort, located in Vietnam, successfully expanded its international reach and significantly improved its performance through its collaboration with Hotelbeds and the Pickup campaign designed specifically for our registered partners.

About the hotel

The Crown Retreat Quy Nhon Resort is a 4-star hotel located in Cat Tien (Vietnam), with a capacity of 47 rooms. Just a short walk from Trung Luong Beach, the resort provides a unique experience with its stunning natural surroundings, private beach access, and an array of amenities to ensure an unforgettable stay. Conveniently situated 23 km from Phu Cat Airport, it is an appealing destination for both domestic and international travellers.

Initial situation and challenges

Leo Nguyễn Hoàng Thiên, E-Commerce Manager of the resort, explained that one of their main challenges was the significant seasonality of their business. During the typhoon season, from August to November, they experienced a substantial drop in bookings.
 

Although they were already working with OTAs and attracted a considerable number of domestic travellers, managing multiple OTAs manually without a channel manager was extremely time-consuming. This inefficient approach made it difficult to optimise their strategy and limited their ability to focus on more impactful commercial actions.

Choosing Hotelbeds

The team at The Crown Retreat was looking to attract more international travellers and diversify their markets. As Mr Hoàng Thiên stated: ‘We were aware of Hotelbeds’ extensive network of agents and distributors worldwide, and we wanted to leverage it. Our goal was to access long-haul travellers without needing to invest in costly outbound campaigns.’

Another decisive factor was the need to streamline operations: ‘We spent far too much time managing each OTA individually. With Hotelbeds, we would have one single connectivity, giving us access to multiple agents and travel agencies efficiently.’

Agreed strategy

After partnering with Hotelbeds, the strategy focused on running campaigns targeting the South and East Asia markets to help the resort gain market share in these regions.

They also appreciated the personalised support provided by Hotelbeds’ Key Account Managers (KAM). Unlike OTAs, where resolving issues often required opening tickets and waiting for responses, with Hotelbeds they had a dedicated KAM who not only resolved problems quickly but also offered strategic commercial advice.
 

Benefits of the Pickup Campaign

However, during the pandemic, the hotel faced a significant decline in bookings due to regional closures and a drop in the domestic market. This is where Hotelbeds’ Pickup Campaign proved invaluable.
 

Through emails sent as part of the campaign, the hotel was able to arrange meetings with their KAM to analyse their performance compared to their competitive set. This data-driven approach enabled them to make informed decisions and join specific monthly campaigns available in the Partner Portal (formerly MaxiRoom) to maximise their opportunities and revert the situation.
 

Thanks to these actions, the hotel achieved a 5% increase in production compared to 2023.
 

Our Pickup Campaign is a powerful tool for improving hotel performance, whether addressing underperformance (when the hotel is growing below the destination average) or overperformance (when it exceeds the average). In both scenarios, personalised advice and tailored strategies are provided to maintain or improve results.
 

With tailored recommendations, strategic advice, and direct access to their KAM, the Pickup Campaign demonstrates Hotelbeds’ ongoing commitment to supporting our partners throughout their journey with us.
 

Why work with Hotelbeds?

Apart from this initiative, we provide our partners with comprehensive support from day one. For instance, this includes the Hotel Onboarding Programme, which guides hotels step-by-step through registration. Our aim is to ensure that properties begin distributing in the most effective way from the very start. You can read the success story of a local chain in Algeria that secured its first bookings through our onboarding programme.

But our value proposition goes far beyond this. In addition to initial support and targeted campaigns, Hotelbeds offers a unique partnership model:
 

• Connect with a global network of over 60,000 distributors: This includes travel agencies, tour operators, airlines, and key affiliates, ensuring maximum exposure for your property.
   
• Presence in more than 190 source markets: Whether you aim to attract long-haul international travellers or boost local bookings, we connect your hotel with the key markets needed for growth.
   
• Exclusive distribution without competing with your direct channel: Hotelbeds works exclusively with travel agents and wholesalers, ensuring your property stands out in their offerings without affecting your direct sales.
   
• Effortless visibility: We take care of positioning your hotel in the right markets, connecting you with the most relevant agencies to maximise opportunities.
   

Interested? Join Hotelbeds today and discover how we can drive your property’s success from the very first day.