Industry Update
Supplier News22 August 2018

How Harbor House Inn sailed to No. 1 on TripAdvisor & cut OTA commissions by 35%

By Casey Munck, Senior Marketing & Communications Manager at Cendyn

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A small hotel with a big heart, Harbor House is a quiet little inn off the Santa Barbara coast that enjoys a loyal following of repeat guests who praise the property's quaint ambiance, charming rooms and friendly service.

Before Guestfolio CRM, the independent hotel didn't have the right tools to communicate with guests or publicize positive comments. The hotel relied on the OTAs for awareness in the market and commission rates took a healthy chunk of booking revenue.

In less than a year, Guestfolio CRM made a huge positive impact on Harbor House, delivering amazing results.

Success stats:

  • No. 1 on TripAdvisor for Santa Barbara hotels
  • OTA commissions cut by 35%
  • TripAdvisor reviews increased by 50%
  • Over 1,000 reviews, with 80% rated as "Excellent"
  • Maintain almost 100% occupancy year-round

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