In this insightful episode of Hotel Moment, Brenna Turpin, Marketing Coordinator at Revinate, challenges the conventional wisdom of points-based loyalty programs and reveals why experience-driven approaches are the future of guest retention. With 40% of business travelers choosing loyalty programs specifically for personalized experiences, hotels that stick to outdated point systems are missing massive opportunities.

What you'll learn: 
● Why traditional points-based loyalty programs fail to create true loyalty and how they're driving modern guests away 
● The shocking statistic: 40% of business travelers prioritize personalized experiences over points accumulation 
● How Ennismore's revolutionary "Dis-loyalty" program charges a monthly fee for instant benefits instead of points 
● Why CitizenM's subscription model was so successful that it attracted Marriott's acquisition interest 
● Data-driven approaches to understanding guest spending habits and travel behaviors for better personalization 
● Proven OTA winback strategies that convert third-party bookers into loyal direct guests 
● How Kimpton Maa-Lai Bangkok successfully converts OTA guests with post-stay email campaigns 
● The framework for building an omnichannel approach to loyalty program growth that actually works

Learn why guests are "running away from points and turning toward experience-based loyalty rewards that make them feel special" and discover practical strategies for building loyalty programs designed for the modern traveler.

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[00:40] The personalization imperative - Brenna reveals that 40% of business travelers choose loyalty programs specifically for personalized experiences, not points. Hotels missing this shift are leaving loyal guests on the table by failing to deliver the value modern travelers actually want.

[03:07] Ennismore's Dis-loyalty revolution - Carlo Del Mistro explains how Ennismore's membership program uses data to drive both stays and F&B revenue: "Data is clearly at the core of what we do. One of the reasons why Dis-loyalty is such a powerful tool is because it allows us to have a clear vision of our members' spending habits and their travel habits."

[05:55] OTA winback success strategies - Kimpton Maa-Lai Bangkok demonstrates effective OTA conversion by collecting guest emails at check-in and sending automated winback emails five days post-checkout, creating opportunities for loyal guest relationships while showing the value of booking direct.

00:00 - Intro 
00:40 - Why personalization matters in loyalty programs 
01:17 - The problem with points-based programs 
03:07 - Ennismore's Dis-loyalty success story 
04:01 - CitizenM's subscription model innovation 
05:55 - OTA winback strategies that work 
07:11 - Direct Booking Mastery Certification