Case Study

Trusted by One, Referred to Another: A Case Study in Exceptional Partnership

Gabby Andrews

The Guestbook · יוני 26, 2025

The Lotte New York Palace, a renowned luxury hotel in the heart of Manhattan, has long been committed to delivering exceptional experiences for its guests.

Why it matters: Seeking to further enhance guest loyalty and attract repeat stays, they partnered with The Guestbook to elevate their existing program, Inner Circle, blending personalized hotel perks with seamless cash rewards to boost direct bookings and drive repeat stays.

Within a year of implementing the Inner Circle program powered by The Guestbook, Lotte saw a dramatic shift in direct bookings, which resulted in a significant increase in profitability.

Top 3 Core Objectives: The challenge was to create a loyalty program that not only enhanced the guest experience but also kept the uniqueness of Lotte Hotels & Resorts brand intact.

Keeping their identity intact: Through its partnership with The Guestbook, Lotte New York Palace was able to preserve the integrity of its signature Inner Circle program while gaining access to The Guestbook’s expansive hotel and member network.
Continuous Business Growth: The hotel has had significant room revenue and room night impacts, as well as over 50% of repeat guest stays.
Strengthened Guest Loyalty: This thoughtful integration kept the thoughtfully establish loyalty program and simply made it more rewarding for existing loyal guests and created new opportunities to introduce first-time visitors into the Inner Circle.

"The Guestbook has increased direct bookings for us over the years. They have always been flexible with custom needs to assist our property and our initiatives. The best part is you always have the support you need from their team. This is a pivotal partnership for us."

Derek Brewster

Area Director of Revenue Management

👍 Area Director of Revenue Management Derek Brewster said that The Guestbook has changed the way our guests book and the way we manage our hotel.:

"The Guestbook has increased direct bookings for us over the years. They have always been flexible with custom needs to assist our property and our initiatives. The best part is you always have the support you need from their team. This is a pivotal partnership for us."

⚖️ The selection process: During their research process, Derek Brewster evaluated The Guestbook's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that The Guestbook was the best fit solution:

Area Director of Revenue Management Derek Brewster said, about their decision: "We selected The Guestbook as a partner due to the way they adapt to support our needs. They truly are invested in our success, and they seek ways to always innovate."

📈 The results: Lotte New York Palace noticed an immediate shift in direct business and created long lasting loyalty with returning guests.