Inn on the Drive

Protecting direct bookings was only the beginning

Like many independent hotels, Inn on the Drive wanted to spend less time managing the day-to-day and more time focused on guests.

What followed was stronger direct bookings, lower OTA commission costs, and more time to deliver the personalized hospitality that sets the property apart.

Products

Operto ONE
Operto Access

More Direct Bookings

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Lower OTA Commission Costs

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Back Every Week

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Where hospitality comes first

Inn on the Drive has built its reputation on warm, personalized hospitality, creating the kind of boutique experience where every guest feels welcomed and connected to the local community.

Behind the scenes, however, preserving that experience became increasingly difficult. Hours were spent managing guest communication, coordinating arrivals, and handling routine tasks, while third-party booking sites continued intercepting guests who had intended to book directly. Beyond the commission costs, those bookings made it harder to build the direct relationships at the heart of the Inn on the Drive experience.

Rather than compromise the hospitality that defines the property, Inn on the Drive turned to Operto to protect more direct bookings, automate routine guest operations, and give its team more time to focus on welcoming guests.

"We're spending less time on repetitive tasks and more time creating the kind of guest experience we're known for. At the same time, we've strengthened our direct bookings and reduced our reliance on OTAs."

Michael Olson

General Manager

When Hospitality Becomes Hard to Scale

Every hour spent managing guest tasks was an hour not spent with guests.

Growth didn’t make hospitality less important. It made protecting it more challenging. Like many independent hotels, the team wore multiple hats. Each morning began by gathering guest contact information, sending pre-arrival messages, coordinating arrivals, and responding to routine guest questions. As bookings increased, so did the administrative workload, leaving less time for the personal interactions that defined the Inn on the Drive experience.

"It took me away from maintaining the property
and being able to provide the customer service our guests deserve."

At the same time, another challenge was quietly impacting the business. Third-party booking sites were advertising on the hotel’s brand name, intercepting travelers who had already chosen Inn on the Drive. Beyond the commission costs, those bookings weakened the direct relationship with guests before they had even arrived.

For a boutique hotel built on personal hospitality, the challenge wasn’t simply doing more work. It was finding a way to grow without losing the experience that made the property unique.

Protecting the Guest Journey

The guest experience starts long before check-in. So does protecting it.

For Inn on the Drive, protecting direct bookings wasn’t just about reducing commission costs. It was about making sure guests who had already chosen the hotel could easily find and book through its official website.

A closer look at branded Google searches revealed the problem. Multiple third-party booking sites were advertising on the Inn on the Drive brand name, appearing alongside and above the hotel’s official website. Travelers looking specifically for Inn on the Drive were being presented with competing booking options before they ever reached the hotel’s own website.

With Operto ONE working continuously behind the scenes, Inn on the Drive elevated its visibility above third-party sites, protected its branded search presence, and recovered more direct bookings without adding another task to the team’s day.

"The biggest difference has been getting our time back. We can spend more time focused on our guests, strengthen our direct bookings, and continue growing the business."

Once a reservation was made, the guest journey continued seamlessly. Automated pre-arrival communication, digital access, and personalized messaging replaced hours of manual coordination, freeing the team to focus on delivering the warm, personalized hospitality guests had come to expect.

"The most meaningful result for me has been seeing our guest satisfaction continue to improve. Knowing our guests leave feeling welcomed, valued, and happy validates everything we're trying to create. It reminds us that attentive service, clear communication, and anticipating our guests' needs really does make a difference."

More Time for What Matters Most

Technology didn't replace hospitality. It gave the team more time to deliver it.

The impact was felt well beyond operations. Protecting more direct bookings meant more revenue stayed with the hotel. Automating guest operations gave the team something just as valuable: more time to focus on guests instead of administration. The result wasn’t simply a more efficient operation. It was a stronger business built around the guest experience rather than the day-to-day workload.

By the Numbers