How One Small Change Helped a Hotel Win Back Direct Bookings

In hospitality, every booking matters. But what many hoteliers don’t realize is that the very tools meant to drive visibility can also quietly drain margins.

One of my recent clients, a boutique hotel in Kampala, discovered this the hard way.

The Problem: Losing Guests to OTAs

When guests searched for their hotel on Google, the “Check availability” button looked promising. But instead of leading to the hotel’s official website, it sent traffic straight to online travel agencies (OTAs) like Expedia, Trip.com, and Hotels.com.

That meant:

• Guests ready to book directly were being funneled elsewhere.
• The hotel was paying 15–25% commission on bookings they could have owned.
• Competitors with “Official site” listings looked more trustworthy in comparison.

For a hotel that already had a functional website and booking page, this was more than a missed opportunity — it was a revenue leak.

The Fix: One Strategic Implementation

With a single implementation, we enabled the hotel’s official website to appear directly alongside OTAs on Google’s booking options.

Now, when potential guests click “Check availability,” they see a clear “Official site” option that leads straight to the hotel’s booking page.

The change was simple to the eye, but powerful in impact.

The Impact: Higher Margins and Direct Relationships

The results were immediate:

• More guests booked directly through the hotel’s site.
• OTA commissions were reduced, improving margins.
• The hotel gained full control over the guest experience, from booking to check-in.

Instead of losing revenue to third parties, the hotel now keeps a larger share of every reservation.

The Bigger Lesson for Hoteliers

Digital ads, SEO, and influencer campaigns all play their part in hospitality marketing. But sometimes, the quickest wins come from fixing structural leaks in your funnel.

If your Google Business Profile isn’t showing your official site under “Check availability,” you may be handing bookings (and profits) over to OTAs without realizing it.

The good news? It’s fixable — and the payoff is worth it.

Final Thoughts
In a competitive market like Kampala, direct bookings aren’t just about saving commission fees. They’re about guest trust, brand credibility, and long-term profitability.

Sometimes, one small change can make all the difference.