At OYO, we always go the extra mile – whether it’s delighting our guests, strengthening our relationships with our partners, or boosting employee morale. So when it comes to celebrating Valentine’s Day, for us, it definitely is a season of love, versus just a day. Continuing our tradition of Valentine’s Day celebrations to spread love across our properties, we launched the second edition of #OYOLove.
So here’s what we did.
We ran the #OYOLove campaign for 5 days with the goal to maximize guest delight and enable a seamless and hassle-free check-in for all during Valentine’s Week. To add some more excitement to it, we ran the campaign around an ODI or Cricket theme, wherein each state/region acted as teams. This encouraged a healthy competition in the run to delight maximum guests during this week of Love. It was truly amazing to go out in the field once again and meet our partners & guests in-person. COVID lockdowns meant more virtual and online conversations. We cherished the facetime with our partners after such a long time.
We, at OYO, have always stood for providing outstanding experiences to our guests. Everyday, our partners go above and beyond expectations to create memorable experiences and we thought, what would be better than valentine’s day to celebrate this day of appreciation and at the same time, reiterate our commitment to our guests. Like Mr. Pravin Gondkar, owner of SHI085 who ensured priority access to Shirdi Darshan for a couple who were pleasantly surprised with a decorated room upon their arrival with a complimentary cake and a well sanitised room, turning their visit into a delightful experience.
We also organised a virtual flashmob as part of this theme where our teams along with their partners participated in an hour long event consisting of various fun activities like singing, play-acting and dancing.
Here’s what we achieved.
We are extremely happy and humbled to share that #OYOLove drove more business for partners and delightful experience for our guests.
Overall, we managed to ensure ~2% rise in guest delight during Valentine’s weekend peak as compared to New Year’s peak. When it comes to delighting guests, we put our best foot forward, however, we also take feedback seriously. We listen to our consumers’ concerns, aspirations and worries and we track our guests’ delight through NPS. With our efforts around Valentine’s Day weekend, we experienced that during the campaign period, with ~9% higher feedback coverage, by ~2.93%, our NPS significantly increased compared to average peak weekends.
What’s more?
This weekend was surely one of our favorites, with several on-ground activities generating a lot of buzz across our properties. But this wouldn’t have been possible without our 800+ OYOpreneurs that were on ground, visiting 650+ properties during the campaign weekend between 13th and 14th February. I would like to call out all OYOpreneurs who personally greeted nearly 5K+ guests and made their experience with us memorable.
Our numbers reflect the success of this campaign equally. All our engagement efforts led to a whopping 33% incremental revenue creation during this period. 30% of the overall uptick in revenue came from guests through the walk-in channel. To put things in perspective, we observed 147% higher walk-ins during the Valentine’s Day weekend, with a 2.33X rise in revenue (only through walk-in guests) compared to previous times. In fact, we’re extremely thrilled to share that we have seen an additional 18% flow in walk-ins compared with January 2021 for the same duration.
On a lighter note, we captured 1000+ beautiful delight pictures shared by our field teams. And some of them were truly creative in every sense of the word. Our Chennai & Coimbatore teams went above and beyond to create #OYOLOVE selfie frames for guests, while our Hyderabad team created a corner for all guests to mark their handprints and share their valuable feedback. To ensure our partners don’t miss out on any of the fun activities, we increased partner engagement by organising region-wise, fun-driven ‘Virtual Video Flash’ sessions between 13th and 17th February. Participants were given a surprise task during the session including but not limited to singing a song, dancing on a famous song, saying a famous dialogue, doing live yoga, among other fun activities. #OYOLove also drove higher engagement and buzz across social media platforms. Many of our guests posted stories on It was a treat to see guests posting stories expressing their love and sharing positive testimonials on their stay experiences with OYO. While our partners continually engaged with us and our regional leadership through short videos on LinkedIn Some of our best moments on the campaign have been captured on OYOpreneurs Instagram page. Cherry on top of the cake is that our campaign hashtag #OYOLOVE trended across OYO;s platforms.
Here’s what our partners had to say.
‘This was a great initiative by OYO that helped us motivate our staff to go beyond business as usual and at the same time, delight guests. We always strive to make every guests’ stay memorable and #OYOLove helped us serve guests better. We also received great feedback from our guests. Property Managers are the face of our hotels and such campaigns really create a positive impact on the energies at the property and recognise efforts put in by the staff. I would recommend that #OYOLove should become a monthly affair.” – Anil Chauhan, OYO asset owner from Noida
“Our journey with OYO started in August 2018. We are very happy that OYO has always been instrumental in supporting us and taking our property to the next level. #OYOLove was an extremely successful event during the Valentine’s Day weekend and our guests were very happy. We managed to increase walk-ins by 2X and now we’re in a process to establish guest loyalty. We are really looking forward to more such events in the future by the OYO team.” Mr.Sanjay Sthapak, The Grand Neelam, Nagpur
We wouldn’t have been able to make such a difference without the support of our trusted partners, our loyal guests, and last but not least, all our enthusiastic OYOpreneurs. Thank you for all your efforts, support and willingness to make #OYOLove a success during these trying times. We promise to continue bringing to you more such fun, and at the same time, impactful activities all year.
Onward & Upward,
Sharad Saxena is the SVP & Chief Operating Officer (Franchise), OYO India & SA. In his previous role as Chief Supply Officer for Franchise, the supply team enabled a strong partner connect via Sambandh, organised 600+ partner webinars and introduction of OYO Secure and Crystal Deal, leading to an improvement of 35%+ in partner NPS in Q3 2020. This has come along with a resurgence in supply growth post lockdown and significant technology improvement for the partner on the Co-OYO and OYO OS platforms.
