1 CASE STUDY BOOSTING ROI BY PROVIDING BOOKING FLEXIBILITY FOR LOYAL HOTEL GUESTSCASE STUDY: BOOSTING ROI BY PROVIDING BOOKING FLEXIBILITY FOR LOYAL HOTEL GUESTS The client, a British multinational hotel chain with thousands of rooms and hotels spanning over 100 countries, was looking to improve upon a booking system that lacked the ability to easily process price changes, including an option for travelers to use their points and cash to pay for hotel stays. This made calculating costs difficult for both the client and its customers, especially if hotel shoppers hoped to redeem reward points, but did not have enough to cover the full cost of a hotel stay. The difficulty of this process dissuaded customers from using the reward system to make additional bookings with the client

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