For casino hotels, the loss of direct bookings has an unfortunate two-fold effect – losing revenue due to high OTA commission fees and the inability to deliver a personalized guest experience due to the lack of known information about that guest. This not only affects profitability but also hampers the ability to tailor services to individual guest preferences, potentially missing out on valuable upsell opportunities to enhance guest satisfaction and foster long-term loyalty.
READ THE FULL ARTICLE BY MADI BINGHAM IN THE 2024 FALL EDITION OF GAMING & LEISURE MAGAZINE.