How Orascom Hotels Management Boosted Revenue by Personalizing Return Visitor Experiences

Orascom Hotels Management (OHM) operates premium hospitality properties across the Middle East and Europe. As a leading hospitality group managing luxury resorts and hotels along Egypt’s Red Sea coast, OHM has built a reputation for delivering exceptional guest experiences at world-class destinations.

With a strong focus on optimizing the booking experience for their flagship destination, El Gouna, they turned to VWO to personalize the digital experience for their website visitors.

Challenges and opportunities

The team at OHM was aware that returning visitors required something different from first-time visitors to their website. They were also aware that returning visitors were a heterogeneous group. There was an opportunity to make the experience better for returning visitors by showing them more relevant and contextual messaging based on their specific characteristics. However, they had no way to do this until they used VWO Personalize.

Target audience: Returning visitors to elgouna.com, representing 50% of total bookings, but receiving no personalized messaging.

Segmentation strategy: OHM created five distinct personalized experiences with tailored discount offers based on behavioral and demographic data:

1. Stay Longer – Visitors who previously searched for 4+ nights 

Message: “Book 4+ nights and enjoy up to 25% special discount!”

2. Early Bird – Visitors who previously searched for 14+ days in advance of bookings

Message: “Early Bird promotion – qualify for up to 25% discount!”

3. Egyptian Members – Location-detected Egyptian visitors 

Message: “Sign up on the website and enjoy a 30% discount on booking!”

4. Family Fun – Previous searches included children 

Message: “Save big on your next family adventure with a 25% discount!”

5. Luxury Suite – Previously searched for premium properties (Villa/Apartments/Suite/Junior Suite) 

Message: “15% discount on luxury suites exclusively for you!”

Data sources: The team used quantitative data from VWO, GA4, and user interaction patterns to define segments and understand how returning visitors behave on the site.

Implementation: Using VWO Personalize, the team easily built experiences by customizing home banner messaging with special discounts tailored to each segment.

Primary metrics: Bookings served as the primary success metric, with revenue and CTA clicks tracked as secondary indicators to measure the complete impact of personalized messaging on the conversion funnel.

Below you can see screenshots of personalized experiences created for the target audience, and how each of these differs in the copy, design, and layout of the home page banner pop-up.

Experience 1: Stay longer

Experience 2: Early bird

Experience 3: Egyptian members

Experience 4: Family fun

Experience 5: Luxury suite

Campaign results & learning

Key discoveries: The personalization campaign, which ran for less than a month (just 25 days), delivered exceptional results, generating an uplift in bookings as well as revenue. It demonstrated the massive untapped potential in the returning visitor base. 

Changed understanding: The campaign fundamentally shifted how OHM views returning visitors, from a homogeneous group receiving generic messaging to distinct segments with specific needs and preferences that responded better to tailored offers.

Hypotheses validated:

• Returning visitors respond significantly better to personalized offers, supporting OHM’s newly launched CRM strategy
• Behavioral segmentation (booking patterns, advance planning, family composition) creates meaningful differentiation
• Location-based personalization and membership proposition resonate strongly with local Egyptian visitors

Actions taken:

• Implemented dynamic banner personalization based on visitor history
• Created segment-specific discount offers like:
  • Stay Longer guests: Up to 25% discount for 4+ night bookings
  • Early Bird bookers: Up to 25% advance booking discount
• Tailored messaging to reflect past booking behavior and preferences
• Established a systematic approach to returning visitor engagement

Primary KPI achievement:

• 153 bookings generated through personalized experiences
• $74,674 (EGP 3,685,340) in total campaign revenue
• 61% of total revenue now attributed to personalization efforts
• 25% conversion rate uplift in bookings through personalization