Case Study
How a Holiday Rental Business Took Control of Its Bookings
We connected the website, branding, analytics, social media, reviews and email marketing—reducing cancellations by 90% and helping the business win more direct bookings.
CLIENT
Holiday rental
business
STARTING POINT
80%+ agent
bookings
KEY RESULT
90% fewer
cancellations
SERVICES
Web, brand, analytics, social, reviews & email
01 — THE CHALLENGE
A successful rental business held back by booking agents
This independent holiday rental business relied heavily on external booking platforms, with more than 80% of its bookings coming through third-party agents.
High commission fees reduced the value of every booking, while the business had limited control over pricing and extremely high cancellation rates. Its website and branding were not generating enough direct bookings.
There was also no consistent way to stay connected with previous guests or new enquiries. The goal was to reduce dependence on booking agents and build a stronger, more reliable direct-booking channel.
+90%
Reduction in cancellations
The joined-up strategy reduced cancellations by 90%, while shifting bookings away from third-party agents and towards the company’s own website.
THE TRANSFORMATION
Before Our Help → After Digital Transformation
Before Our Help
- A successful rental business held back by booking agents
- More than 80% of bookings through agents
- High commission fees reduced booking value
- Limited control over pricing
- Extremely high cancellation rates
After Digital Transformation
- A stronger direct-booking channel
- 90% reduction in cancellations
- Far less reliance on booking agents
- Lower commission costs
- More bookings through the company website
- Better insight and reliable guest follow-up
02 — OUR APPROACH
How We Turned It Around
We developed a joined-up digital marketing strategy focused on giving the business greater control over its bookings, customer relationships and brand.
We improved the website and direct-booking experience, created clearer branding, introduced accurate analytics and focused social activity on the most relevant audiences and locations. Google reviews and email marketing helped build trust, nurture enquiries and maintain relationships with previous guests.
03 — THE WORK
What We Changed
With the commercial strategy in place, we aligned the core marketing tools around the same positioning and customer journey.
Direct booking
Brand clarity
Analytics
Social targeting
Google reviews
Email nurture
The website and booking journey were improved to make direct reservations easier, supported by clearer and more consistent branding across the website and social channels.
Google Analytics provided accurate booking insight, while targeted social media, stronger Google reviews and email marketing helped attract, reassure and nurture new and returning guests.
Building a Direct-Booking Engine
The business needed a connected journey that made it easier for guests to discover the offer, trust the brand and book directly.
01
Discover the business
02
Visit the website
03
Book
directly
04
Receive
follow-up
05
Return as
a guest
06
Recommend and rebook
This structure connects the website, social media, reviews, analytics and email marketing, creating a more reliable system for generating, nurturing and securing future bookings.
The Wider Impact
By bringing its website, social media, reviews, analytics and email marketing together, the business created a more sustainable approach to growth.
Instead of relying on third-party platforms to reach its customers, it now has the tools, data and brand presence needed to attract guests and secure more bookings directly.
