Lotus Hotels
Loyalty
August 8, 2025
ABOUT LOTUS HOTELS & RESORTS
Lotus Hotels operates five exclusive resorts and an elegant phinisi boat in various destinations in Indonesia, each designed to offer a unique experience. Guests can enjoy a wide range of activities, such as diving, cultural excursions, spa treatments, and relaxation by the sea. The brand is known for its exceptional service, meticulous attention to detail, and strong commitment to environmental sustainability.
Its restaurants are famous for offering healthy and fresh cuisine made with locally sourced ingredients. The staff, widely recognized for their warmth and hospitality, constantly strives to exceed guest expectations. Four of the resorts, along with the phinisi boat, have 5-star PADI certification and feature Gangga Divers centers, considered among the best in the country.
Lotus Hotels champions 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 stunning 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 properties. This decentralized approach not only placed a significant operational burden on staff but also led to inconsistencies in the application of benefits and rewards. Furthermore, 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 impacted the guest experience and increased the risk of human errors, such as the incorrect allocation of points or membership levels. As the customer base grew, maintaining the accuracy and consistency of the program became increasingly complex.
THE SOLUTION
One of the main challenges was migrating the existing member database while preserving each user's loyalty level. 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 spending and reach higher loyalty levels.
Once the technological aspect was 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 an adoption certificate, 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 allowed Lotus Hotels to significantly improve the customer experience and optimize commercial performance. The digitization of the system boosted user adoption, strengthened relationships with regular guests, and directly contributed to revenue growth.
Key highlights:
63 %
of bookings were made through the loyalty program.
70 %
of total revenue came from loyal customers.
+131 %
increase in total revenue 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 have helped us to completely digitize the system, increase guest engagement, and launch an important ocean conservation initiative: for our first 100 loyalty bookings, we adopted and planted baby corals in collaboration 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 that our guests deeply value.”
