Published on August 25, 2025
Generosity in Hospitality
“Generosity scales better than stinginess ever could.”
A line from a loyalty post by Philip Niemann that really stuck with me.
Generosity is not just a mindset. It’s a business model.
A boutique hotel we work with recently made a small, thoughtful shift: they offered flexible upgrades and exclusive perks to guests who booked directly. Nothing flashy—just considerate gestures.
Within three months, their direct bookings jumped from 34% to 47%—a 13% increase. It didn’t happen overnight, but it started with a mindset shift. No gimmicks. Just trust, reciprocated.
When independent hotels prioritize direct bookings, they’re not just cutting commissions. They’re choosing to give more to their guests:
- More control over their stay
- More flexibility in booking options
- More recognition as valued guests
- More personalized value
While OTAs optimize for transactions, direct bookings optimize for relationships.
Here’s the paradox: the more value you give, the more you gain:
Higher lifetime value
Stronger brand love
Lower acquisition costs
Real guest data
True loyalty
At Cohesive Consultancy, we see generosity as the flywheel for independent hospitality.
A direct-first guest journey, powered by storytelling, smart merchandising, and thoughtful experience design, doesn’t just convert—it compounds. Hotels that lead with generosity consistently see better results. Because hospitality isn’t about hoarding short-term gains; it’s about earning trust. And trust scales margin.
So, what does generosity look like in your guest journey?
We’re here to help you discover it—and bring it to life.