Kindness Hotel (康橋商旅) achieves 100% growth in online bookings with help from SiteMinder’s platform

REVENUE MANAGEMENT

Kindness Hotel (康橋商旅), first established in 1990 as a small business in Kaohsiung, has developed into one of Taiwan’s most renowned hotel chains with 18 locations throughout the island including Tainan, Hualien, Taitung, Chiayi, and Yuanlin. The business has continuously provided guests with a warm stay that makes them feel at home for the past thirty years, staying loyal to its name and fundamental principle of friendliness. This has resulted in a solid reputation for offering tidy, cozy, and practical lodgings, along with considerate extras like free late-night snacks and hearty breakfasts. These small courtesies have grown to be a defining characteristic of the chain, distinguishing it from other similar brands and guaranteeing that visitors receive outstanding value during their stay. Whether for work or relaxation, Kindness Hotel (康橋商旅) aims to be more than simply a place to rest and it serves as a travel companion. The brand has fostered a sense of community among numerous travellers through its distinctive hospitality ethos and commitment to service excellence. Today, it continues to refine every detail, upholding its facilities to the highest standards and providing not just a comfortable stay but also a space for travellers to reconnect with family, friends, and themselves.

Why it matters: Prior to using SiteMinder’s guest acquisition and revenue management platform, the task of managing online bookings across 18 branches of Kindness Hotel (康橋商旅) was a daily struggle. The staff heavily depended on manual methods, dedicating countless hours to log into various OTA extranets to verify room availability and adjust inventory. This monotonous process was not only ineffective but also prone to errors.

“We had to log into each OTA backend one by one to check availability, then manually calculate remaining rooms for every property,” recalls Sales Director, Tse Lin Kuo (Raymond). “Any delay meant rooms could not be released in real-time, which directly impacted our occupancy rates.”

Top 3 Core Objectives: Kindness Hotel (康橋商旅) searching for a more efficient solution with immediate transformation results.

Manage multiple hotels: Managing reservations, allocations and revenue performance for multiple properties from one unified platform.
Reduce manual work: Automating manual task with speed, clarity and confidence.
Real time synchronisation: Instantly adjusting room types and rates to capture market demand at the best possible price, ensuring no room goes unsold.

Innovators Mentioned

Kindness Hotel

SiteMinder

TLK(

Tse Lin Kuo (Raymond)

Sales Director

Kindness Hotel

"On a Friday, one of our properties was sitting at only 40% occupancy for the next day. In the past, making strategic rate updates across OTAs would have taken hours of manual updates. With SiteMinder, we made one adjustment on the platform and the system instantly synchronised across all OTAs,” explains Raymond. “Overnight, occupancy jumped from 40% to full capacity, helping us exceed our revenue goals."

Tse Lin Kuo (Raymond)

Sales Director

👍 Sales Director Tse Lin Kuo (Raymond) said that for Kindness Hotel (康橋商旅), the impact of SiteMinder has been both immediate and measurable. One particular experience still stands out to the team.:

"On a Friday, one of our properties was sitting at only 40% occupancy for the next day. In the past, making strategic rate updates across OTAs would have taken hours of manual updates. With SiteMinder, we made one adjustment on the platform and the system instantly synchronised across all OTAs,” explains Raymond. “Overnight, occupancy jumped from 40% to full capacity, helping us exceed our revenue goals."

⚖️ The selection process: During their research process, Tse Lin Kuo (Raymond) evaluated SiteMinder's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that SiteMinder was the best fit solution:

Sales Director Tse Lin Kuo (Raymond) said, about their decision: "SiteMinder has helped us move beyond simply keeping up. Now, we’re actively driving results and growing with confidence."

📈 The results: For Kindness Hotel (康橋商旅), the impact of SiteMinder has been both immediate and measurable.

Online bookings have increased by around 100%, weekend and holiday occupancy is up by 35%, and weekday occupancy has improved by about 40%, cutting down wasted inventory. These gains have translated into a 35% growth in total revenue.
In just a few weeks, efficiency soared and available rooms were released more quickly, leading to a direct increase in occupancy. In total, the chain believes it has experienced process enhancements of up to 90% along with a continual rise in revenue.
SiteMinder has also improved collaboration across the brand’s branches. With every staff member able to see the latest inventory and rates in real time, duplicate updates and missed closures are avoided, creating smoother workflows and higher booking conversions.

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