Kriss Hotel Bodrum

Kirss Hotel Bodrum is a resort located 300 meters from the sea in Ortakent-Yahşi, offering an "All Inclusive" concept that blends comfort with natural surroundings. This success story showcases the outcomes achieved after the hotel restructured its digital strategy in collaboration with Convertels.

Initial Situation (2021)

A large portion of bookings were coming through OTAs, while direct reservations were quite limited. The website's user experience, mobile optimization, and booking flow were complicated—causing potential guests to leave the site before completing a reservation.

The call center's tracking system couldn't properly measure key metrics such as missed calls or agent performance. Social media content was mostly promotional, lacking conversion-focused messaging and engagement-driven content.

Strategic Intervention – Rebirth with Convertels (2022)

Infrastructure Enhancement

Incoming calls were routed to agents via softphones, and CRM pop-ups started displaying customer history on each call. The UI/UX was redesigned — checkout pages were simplified, mobile responsiveness improved, and the booking process shortened.

Data-Driven Management

Funnel analytics was implemented to track user steps throughout the booking process and identify exit points. Data was segmented to identify different audience groups — such as early-booking users, families planning vacations, and last-minute travelers.

Ad Campaign Optimization

Google Hotel Ads was activated, emphasizing the hotel's unique features in ad copy — "All Inclusive" concept, proximity to the sea, and its location in the Yahşi area. Target audiences were redefined on Meta platforms, and "affordable vacation" and "family holiday" themed campaigns increased engagement.

Call Center and Customer Engagement

A commission and incentive system was introduced based on agent performance. Key metrics such as call response time and missed call rates were tracked through detailed reports. Callback systems were established to follow up on missed calls.

Results

The proportion of bookings from OTAs decreased, while direct reservations increased by 65%. The website's conversion rate from visitor to booking rose significantly. The call center showed clear performance improvements: faster response times, fewer missed calls, and higher customer satisfaction scores.

Thanks to off-season campaigns, room occupancy was less affected by seasonal declines.

Key Achievements for Kirss Hotel Bodrum

Brand awareness strengthened both regionally and across digital platforms. The hotel's revenue model became more efficient as the balance between "fixed costs – ad budget – conversions" was optimized; expenses decreased while booking revenue increased. Kirss Hotel evolved from just a property into a brand focused on guest experience and sustainable growth.

Future Vision

Together with Convertels, Kirss Hotel Bodrum now:

• Plans more segmented ad campaigns (e.g., affordable price + value-performance messaging).
• Aims to invest more in multi-channel conversion analytics (including Google & Meta campaigns).
• Seeks to enhance CRM and call center integration to measure guest satisfaction and create fast feedback loops for continuous improvement.