Eco Tree Hotel operates two boutique properties in Hong Kong; Sheung Wan and Causeway Bay. Both are defined by a non-negotiable commitment to outstanding guest services, which is why the brand is in the process of upgrading from three to four stars.
This means optimising systems, operating standards, and distribution to ensure guest experience is as frictionless as possible.
“A great guest experience means creating something unforgettable enough that a guest wants to come back,” says Yu Siow, Chief Operating Officer of Eco Tree Hotel.
The team follows through on this by actively tracking guest feedback and treating housekeeping like a metric that needs to be maximised. Where typical guests are leisure travellers, including families and couples, this dedication is essential.
An overload of information from two properties made simple by one powerful platform
The team had a crucial roadblock to overcome in the process of upscaling the business. With two properties to manage, and no single source of truth or reliable automation, nothing about the operations was smooth.
“We were overwhelmed by the sheer volume of data and information we needed to manage,” Yu recalls of the period before adopting SiteMinder’s platform, where two streams of booking and guest data were flowing in with no way to easily consolidate or digest it.
Thanks to a recommendation from another hospitality professional, Eco Tree discovered that SiteMinder was perfectly designed to handle the complexity it was facing.
Encompassing features such as a channel manager, booking engine, Insights, Guest Engagement, and Demand Plus, SiteMinder not only simplified the business but also amplified Eco Tree Hotel’s ability to maximise bookings, revenue, and efficiency.
“SiteMinder simplifies hotel distribution and data management by organising everything in one reliable platform and turning it into actionable insights,” Yu explains.
With rates and inventory now centralised and automatically synched with the brand’s PMS and third-party connections, the team had the confidence to expand into more channels to unlock a bigger international market. There was no need to worry about rate parity risks or potential data errors from manual input.
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Eco Tree Hotel grew direct revenue by up to 98.98% year-on-year after connecting its properties to SiteMinder's platform. See what the industry leader can do for you.
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Bookings up close to 50% and direct revenue nearly doubled
Using Demand Plus has allowed Eco Tree to establish a stronger direct booking strategy, showing up where motivated travellers are actively looking to compare options and prices on metasearch sites such as Google Hotel Ads.
“Before Demand Plus, establishing a direct connection between our booking engine and metasearch platforms was completely out of reach,” Yu notes.
Since implementing SiteMinder, the equation has changed for both properties in the portfolio:
- Eco Tree Hotel Hong Kong (Sheung Wan): Direct revenue grew from HK$701,059 to HK$1,193,807, a 70.29% year-on-year increase, lifting its direct revenue share from 3.79% to 5.65%.
- Eco Tree Hotel Causeway Bay: Direct revenue nearly doubled, from HK$550,091 to HK$1,094,548, a 98.98% year-on-year increase, pushing its direct revenue share from 3.30% to 5.82%.
Overall booking growth since subscribing to SiteMinder’s software sits between 10-50%, with Yu crediting a lot of this to improved operations. The team gets more done in less time, there are less errors, and they are able to drive more demand via their direct channel. This efficiency and control are exactly what allows the brand the freedom to prioritise enhanced guest experiences and a higher quality of service.
Guest communications have quantifiably improved
SiteMinder’s Guest Engagement has allowed Eco Tree Hotel to streamline guest communication, with noticeable improvements to pre-stay interactions.
Pre-stay check-in emails are now achieving a 54.7% click rate. This allows guests to submit their details ahead of arrival, giving the team the opportunity to upsell and build relationships before guests even begin their stay. It also means less data entry for staff and a faster, smoother arrival for all customers.
Thank you, Yu, for the generous feedback. It’s a pleasure for SiteMinder to support Eco Tree Hotel’s continued growth, and we wish you and the team every success in the future.