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Hotel web capture – APAC

The 2025 Hospitality Benchmark Report helps hoteliers assess performance, pinpoint improvements, and set goals. These benchmarks focus on APAC’s web capture channel for reputation management and cart abandonment.

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Reputation management

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Cart abandonment

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Web capture: introduction

Guest data from across your online footprint

The web capture channel represents how well hoteliers collect and activate guest data from across the web, including their own website, OTAs, and review sites. Knowing how guests perceive their experiences can help hoteliers make enhancements to manage their online reputation, improve the guest journey, and experience fewer website abandonments and more rescued shopping carts.

Messaging Channel North America - Revinate

Reputation management

Feedback is a gift that can result in more revenue

Guests have opinions about their stays and are willing to share them – typically on a review site. Since reviews are one of the top factors for booking decisions, savvy hoteliers know to monitor those sites and respond. Not only does this allow the property to help rectify any negative experiences, it also shows potential bookers that the hotel cares about the guest experience.

Hotel review volume

Reviews declined by roughly 15-20% YoY across all regions, with APAC seeing the biggest drop. (Data may deviate slightly from previously reported data due to refined methodologies.)

Hotel review volume – APAC

In APAC, all micro regions saw a decline in number of reviews YoY, with India seeing the highest decline. (Data may deviate slightly from previous reports due to refined methodologies.)

Hotel review volume by hotel class – APAC

The decline in number of reviews did not change for hotel class, with luxury hotels seeing a 34% drop.

We can now see a guest’s history over time and personalize each stay. We obsess over the details — […] like knowing a guest’s beloved vintage of wine

Nick Ellis
Head of Revenue and Innovation, Spicers Retreats

The Spicers Retreats team averages 105 room nights booked for every campaign with Revinate.

Read full customer story

Hotel review response rate

Review response rate grew slightly YoY, with North America gaining 10%, lifting the global average by 5%.

Hotel review response rate – APAC

Across APAC, three major regions saw slight gains while the rest of APAC experienced a slight dip.

Hotel review response rate by room count – APAC

Almost all hotel sizes saw a slight gain YoY in response rate, with only the largest hotels seeing a slight dip.

Spicers Retreats sends prospective guests that leave the booking engine automatic emails to ensure that they don’t end up booking with an OTA. Encouraging them to come back has driven thousands of dollars in revenue.

A couple relaxes by the pool at sunset while staying at a Spicers Retreats hotel.

Hotel review response rate by hotel class – APAC

All hotel classes followed the trend and improved on review response rate marginally.

Top review sites – APAC

Google, Booking.com, and Tripadvisor comprised over 70% of the reviews in APAC.

Average hotel rating

Globally, all regions remained static in their hotel rating, with APAC experiencing a small improvement YoY.

With Revinate, we can finally leverage our first-party data, reaching out to a wider audience more effectively.

Dionis Kole
Group Director of Content and Digital Marketing, Lub d

The Lub d team has achieved 100% increase in direct revenue year-over-year.

Read our full customer story

Average hotel rating – APAC

Across APAC, hotel ratings were the same YoY except in South East Asia, which improved slightly.

Average hotel rating by room count – APAC

It was midsized hotels that contributed to the improvement in hotel ratings in APAC.

Average hotel rating by hotel class – APAC

Looking at reviews by hotel class shows no change YoY for hotel ratings.

Revinate is a major tool for us to stay meaningfully connected with past guests and in generating repeat business.

Jayme Cuarentas
Digital Marketing Officer
Belmont Hotel Manila

Cart abandonment

Don’t let potential revenue leave your site

Guests abandon shopping carts for all sorts of reasons, even when they’re so close to booking. Guests get distracted by notifications, they want to confirm plans with someone, or they want to compare prices, just to name a few reasons. But that doesn’t mean they can’t be won back with a carefully timed email. Check out how shopping cart abandonment campaigns performed last year.