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; 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.
From manual struggles to smarter operations
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.”
This disjointed process also posed challenges for revenue generation. Different OTAs sold rooms at different rates, leading to inconsistent availability and lost sales. Without a centralised platform to manage everything seamlessly, the workload on the team increased as the business expanded.
In search of a more efficient solution, Kindness Hotel (康橋商旅) opted for SiteMinder, resulting in an immediate transformation.
“Now, I can manage reservations, allocations, and revenue performance for all 18 hotels from one unified platform,” Raymond explains. “Tasks that once took an entire day can now be completed in just 20–30 minutes, giving us time to focus on market analysis and building better revenue strategies.”
By automating previously tedious manual tasks and implementing real-time synchronisation, SiteMinder has enabled Kindness Hotel (康橋商旅) to function with increased speed, clarity, and confidence.
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.
Driving revenue growth and efficiency with SiteMinder
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.”
This kind of real-time responsiveness has given Kindness Hotel (康橋商旅) an edge, particularly during large events and peak travel periods. By instantly adjusting room types and rates, the team is able to capture market demand at the best possible price, ensuring no room goes unsold. 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.
The operational benefits have been just as significant. SiteMinder’s automation has freed up time for strategy rather than repetitive tasks.
“Now we can monitor OTA sales in real time, adjust unsold inventory instantly, and reduce the risk of human error,” Raymond notes. “This shift has made our operations smoother and our decision-making far more accurate.”
The overall business impact is undeniable. 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. Beyond numbers, the platform has also enabled a cultural shift within the team—from reactive operations to proactive, data-driven strategies.
As Raymond reflects, “SiteMinder has helped us move beyond simply keeping up. Now, we’re actively driving results and growing with confidence.”
As Kindness Hotel (康橋商旅) looks to the future, SiteMinder strives to remain a key driver in achieving higher efficiency, stronger revenue, and exceptional guest experiences.