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How 25hours Hotels boosted bookings and engagement with Exit Message survey insights 

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25hours

 

Results

 

 

First Exit Message

6.9%

completed the survey

7.8%

booked directly on the website  

 

Second Exit Message

4.4%

completed the survey

7.3%

booked directly on the website

 

Renowned for their unique and vibrant hospitality experience, 25hours Hotels — part of Ennismore (Accor’s lifestyle division), a global collective of entrepreneurial and founder-built brands with creativity & purpose at their heart — has been partnering with THN since 2021 to elevate their direct booking strategy.

Focused on storytelling, the brand curates uniquely designed hotels in vibrant urban locations across Europe and the Middle East, celebrated for their playful, contemporary style and memorable guest experiences. 

25hours Hotels aimed to gather insights from departing website visitors, collecting feedback on pricing, cancellation policies, and technical issues to identify and address booking barriers.

Objectives

- Maximize database growth by capturing meaningful insights and visitor data.
- Address guest concerns and improve the booking process based on the recurring feedback.
- Identify opportunities to drive higher direct bookings and customer loyalty.
- Capture the attention of visitors that were about to leave the website and present them with an exclusive direct booking perk. 

The Solution

Since partnering with THN, 25hours Hotels has leveraged its platform to optimize direct bookings. In this initiative:

1.The team introduced Exit Message surveys to gain deeper insights into visitors during the research phase, allowing them to understand key decision-making factors and potential booking barriers.

2.The team tested two types of messaging to identify the most effective approach and enhance their data collection strategy.

 

Screenshot 2025-02-14 at 09.14.56

First Exit Message

Screenshot 2025-02-14 at 09.15.25

Second Exit Message

Check out the full case study to learn how 25hours Hotels boosted bookings and engagement with Exit Message survey insights. 

Download PDF 

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