From Guest Stays to a Connected Loyalty Ecosystem

• Challenge:

• In destinations like Lloret de Mar, hotels don’t struggle to attract guests, they struggle to retain them and build a relationship beyond the stay. For Hotel Acapulco, the core challenges were clear:

  • OTA Dependency: High reliance on third-party platforms, high CAC (30% on commissions to OTAs) which limits direct revenue and dilutes brand ownership.

  • Data Blind Spots: Limited visibility into guest behavior and preferences during their time on-site.

  • Static Interaction: Low engagement levels beyond the hotel's core services.

  • Fragmented Experiences: Difficulty bridging the gap between the hotel stay and the wider destination ecosystem.

The real question became: How to improve the guest experience while reducing OTA's dependency and save marging at the same time?

• Solution:

  Instead of a "traditional" points program, Hotel Acapulco integrated Acapulco Rewards, a sophisticated engagement layer powered by PERS. The objective was not to “add a new program”, but to:

  • → Reward direct booking with transactional and experiential benefits

  • → Make every interaction more meaningful in digital and physical touchpoints

  • → Reward behaviors that drive value (booking, engagement, reviews)

  • → Create a more dynamic and personalized stay

  • → Own data intelligence and real time behavior

• How It Works:

A Frictionless Guest Journey divided in 3 key actions

1. Before trip - Direct Booking Trigger: The moment a guest books directly, the PERS SDK triggers a welcome sequence, instantly recognizing their identity and rewarding their loyalty. (Hotel save OTA's commission)

2. During trip - The Destination Pulse: Using GPS-verified "Points of Interest," guests are incentivized to discover local partners. This turns the city of Lloret de Mar into an "extended lobby" where every check-in provides data back to the hotel. (Hotel data and sustainable tourism)

3. During & After Trip - Real-Time Value Delivery: Points aren't "marketing fluff." They are functional. Guests exchange Acapulco Points for exclusive rewards and bnefits inside and outside the hotel, e.g: late check-outs, welcome drinks, local excursions, discounts, parking, weletc.. creating an immediate, high-value "vibe" for their stay. (Hotel wins guest experience and increase average ticket price)

• Strategy: Reclaiming the Connection

  • Direct Identity-to-Wallet: Using a passwordless WebApp, guests are onboarded via their check-in email. The hotel instantly establishes a direct digital handshake with the guest, bypassing third-party intermediaries.

  • The "Acapulco Point" (ACP): A digital asset earned through high-value actions—direct bookings, Google reviews, and GPS-verified local check-ins.

  • Data-Driven Personalization: For the first time, the hotel owns the interaction data, allowing them to understand exactly what drives guest satisfaction in real-time.

• Business Impact: From Experience to Measurable Growth

With Acapulco Rewards, Hotel Acapulco transforms loyalty into a strategic growth lever:

• More direct bookings, less OTA dependency

• Higher engagement and on-site consumption

• Structured and increased guest reviews

• Clear visibility on guest interactions

• Stronger positioning within the local ecosystem

• Connecting the Ecosystem: Beyond the Hotel Walls

Acapulco Rewards extends the experience beyond the hotel by actively integrating local partners and points of interest.

Guests are encouraged to:

• ✔ Discover the destination

• ✔ Interact with local businesses

• ✔ Participate in the local economy

For the hotel, this means:

• → Strengthening its role within the destination

• → Promoting partners in a measurable way

• → Creating added value without additional infrastructure

The result is a connected ecosystem, where hotel, guest, and local businesses benefit from the same engagement layer.