Lotus Hotels
Loyalty
August 8, 2025
ABOUT LOTUS HOTELS & RESORTS
Lotus Hotels operates five exclusive resorts and one elegant phinisi ship in various destinations in Indonesia, each designed to offer a unique experience. Guests can enjoy a wide range of activities, including diving, cultural excursions, spa treatments and oceanfront relaxation. The brand is known for its exceptional service, meticulous attention to detail and unwavering commitment to environmental sustainability.
Its restaurants are renowned for offering healthy, fresh cuisine prepared with locally sourced ingredients. The staff, widely recognized for their warmth and hospitality, constantly strive to exceed guests' expectations. Four of the resorts, along with the phinisi boat, are PADI 5-star certified and have Gangga Divers centers, considered among the best in the country.
Lotus Hotels advocates a sustainable tourism model that supports local communities and protects the natural environment. Its mission is to create a lasting positive impact while offering unforgettable experiences in some of Indonesia's most breathtaking locations.
THE CHALLENGE
Prior to implementing the new solution, Lotus Hotels managed a loyalty program that had to be administered manually at each of its locations. This decentralized approach not only placed a significant operational burden on staff, but also led to inconsistencies in the application of benefits and rewards. In addition, the program was not integrated with the online booking engine, which prevented benefits from being automatically applied to bookings made through the official website.
This lack of automation negatively affected the guest experience and increased the risk of human error, such as incorrect assignment of points or membership levels. As the customer base grew, maintaining program accuracy and consistency became increasingly complex.
THE SOLUTION
One of the main challenges was to migrate the existing membership database while retaining the loyalty level of each user. Thanks to Roiback's technology, Lotus Hotels completely digitized its loyalty program, unifying all users in a single system and allowing regular guests to recover their previous spend and achieve higher loyalty levels.
With the technology aspect resolved and to celebrate the launch of its loyalty program, Lotus partnered with the Coral Triangle Center (CTC) to plant a baby coral for each of the first 100 online bookings made by Lotus Journey members. Each guest received a certificate of adoption, a photo of their coral with their name on the tag and updates on its growth directly from the CTC.
They achieved their goal of planting 100 baby corals, demonstrating how Lotus Hotels uses its loyalty program to generate a positive environmental impact.
RESULTS
The implementation of the new loyalty program enabled Lotus Hotels to significantly improve customer experience and optimize business performance. The digitization of the system drove user adoption, strengthened relationships with repeat guests and directly contributed to revenue growth.
Key data highlights:
63 %
of bookings were made through the loyalty program.
70 %
of total revenues came from loyal customers.
+131 %
increase in total revenues compared to the same period in 2024.
+100
Baby corals were planted
"Working with Roiback has allowed us to take our loyalty program to the next level, not only in terms of performance, but also in terms of its alignment with our core values. Their technology and support has helped us fully digitize the system, increase guest engagement and launch a major ocean conservation initiative: for our first 100 loyalty bookings, we adopted and planted baby corals in partnership with the Coral Triangle Center. With Roiback, we are not only increasing our direct bookings, but we are also making a tangible impact on the environment, something our guests deeply value."
