Case Study

How MetroStar Hotel Kuala Lumpur Increased Bookings by 72% with Exely

Alina Akhmetova

Exely · 4月 22, 2026

MetroStar Hotel Kuala Lumpur struggled with low website performance — fewer than 20 bookings per month came through direct channels. The team wanted a simple way to improve revenue and guest loyalty without complex tools or costly redesigns.

Why it matters: Low direct booking share means lower margins and less guest control. Without a user-friendly booking experience or return incentives, hotels miss key revenue opportunities.

With Exely Booking Engine, the hotel enabled fast, intuitive direct reservations through its website. The built-in Loyalty Program helped turn first-time guests into returning customers by offering exclusive perks, improving retention and reducing OTA dependence.

Top 3 Core Objectives: Drive more direct sales, increase repeat bookings, and reduce OTA dependency.

Boost Website Sales: Increase monthly direct bookings
Increase Repeat Stays: Launch loyalty incentives to convert one‑time guests into returning guests
Reduce OTA Reliance: Shift reservation volume from OTAs to the hotel’s own website

"We took a proactive approach and collaborated with Exely, implementing various strategies, such as a loyalty program. The outcome has been outstanding — not only have we been able to generate more bookings, but our website's revenue has significantly increased as well. Ever since we started, our website bookings have increased by 10%."

Vasanth Kumar

Front Office Manager

👍 Front Office Manager Vasanth Kumar said that We worked closely with Exely to implement strategies like a loyalty program — resulting in more bookings and a significant increase in website revenue.:

"We took a proactive approach and collaborated with Exely, implementing various strategies, such as a loyalty program. The outcome has been outstanding — not only have we been able to generate more bookings, but our website's revenue has significantly increased as well. Ever since we started, our website bookings have increased by 10%."

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

Front Office Manager Vasanth Kumar said, about their decision: "We needed a solution that could quickly boost direct bookings and reduce reliance on OTAs — Exely offered exactly what we were looking for: a seamless booking experience and loyalty tools in one platform."

📈 The results: MetroStar streamlined the direct booking process and reduced reliance on OTAs. After implementing Exely booking Engine and Exely Loyalty Program, returning guests began using the hotel’s website more frequently, contributing to a steady growth in direct reservations.

+72% Direct Bookings – Reservations surged after activating the Booking Engine and Loyalty Program.
+20% Website Revenue – More bookings translated directly into higher site-driven revenue.
Enhanced Guest Loyalty – Repeat bookings significantly increased through loyalty incentives.