Engagement & Retention project | Agoda

Natural Frequency/Annually

2-3

3-4

2-4

1-2

0-1

3-4

1-2

Casual Users

Booking 1 stay once in 6 months

or

Booking any 1 services once in 4 months

1 - Casual Users are someone who are only looking for best possible deals, they mostly prefer Agoda if they get the best pricing but they might hop on other App too for the same reason2 - Even if these users does not book stay on Agoda but book flights or trains or any experiences on the platform that also makes them an active user as they are still transacting on the App

Core Users

Booking 1 stay once in 4 months

or

Booking 1-2 service once in 4 months

The core users shows more commitment towards the product hence start booking their stay more frequently to get cashbacks (which is coming back in 45-60 days) and utilize it in their next trips

Power Users

Booking 3 stays in a year

+

Booking 1-2 services in a year

Considering power users have become habitual of using the App, likes the UI and loves utilizing cashbacks on their next trips and bundle booking (stay + flights + experiences) in a cart and transacting in one go

Select Segmentation Type

Reason for Selection

Features ICPs values

the most

Natural Frequency as per ICP

ICP Based Segmentation

As Agoda being in travel

industry where preferences,

customer behaviour, options of travel

is so vast, reaching out to travelers

basis their demographics, behaviour,

preferences very be much beneficial

for Agoda

Share

Wishlisting

Contact Property

Match the lowest pricing

1) Casual: Users:

Booking 1 stay once in 6 months

or booking 1/2 services in 4 months

2) Core Users:

Booking 1 stay once in 4 months

or Booking 1-2 service once in 4 months

3) Power Users:

Booking 3 stays in a year

or Booking 1-2 services in a year

ICP Name

Tanay

Ravi

Hersh

Shefali

Age Group

25-30

36-40

25-30

30-35

Gender

Male

Male

Male

Female

Location

Tier 1/2 cities

Tier 1/2 cities

Tier 1/2 cities

Tier 1/2 cities

Designation

Founder

Co-founder

AVP

Supply Director

Companies

Internet Companies, Start-ups

Start-ups, SMEs

Start-ups

Start-ups

Income Level

1.5lakh

2+

1-1.5

2+

Marital Status

Unmarried

Married

Unmarried

Unmarried

Kids

NA

Son - 6 years old

NA

NA

Hobbies

Pickelball, Playstation, Reading books (trying to get back)

Exploring Local Food

Mobile Games, Gym, Reading, Playing football

Travel, Exploring different cuisine & cocktails, to know about people and culture

Willingness to Pay

Moderate - Tries to get best possible deals

High

Moderate to High

High

Travel-Specific Details

Travel Goals

Travel New PlacesSpend time with my Partner mostlySpend time with my Parents/Friends

Explore new places Spend time with my wife

No Goals - No set agenda Just goes around places

Leisure, Explore different cuisine and cultures

Preference (Travel Outlook)

Prefers finishing off travel time so picks flights over trains comparativelyWhen planning international travel pick countries which are Visa Free orVisa on Arrival

Rarely goes to a place twice,Prefers Leisuring, does not like to rushPrefers road trips due to kidAvoids trains because of HygienePrefers exploring local food and cultureWith International trips Comparison of prices matrixgoes down

Want to chill, never plans activites too,Do random stuff sometimes like Scuba diving course in last tripPrefers doing things as per my feelings at the timeUsually avoid booking return ticketsLike to try local food and talk to local people

Want to relax,understand about people and their livesAlways explore the local foodDoes not want to fill the days with lot of activities

Travel Partner/People

Mostly Solo and with Partner Sometimes Friends/Family too

Wife & Sister - 90%Business Trips - Cofounders

Solo

Partner and Girls (Close-knit girls group)

Frequency of Travel/Year

20

30

8-10

30

Segregation of Trips

Work Trips - 10-12Leisure Trips - 8-9

Work Trips - 18-24Leisure Trips - 6-8

Work Trips - 5-6Leisure Trips - 2/3 trips

Work trips - 20-25Leisure Trips - 5-6

Recent Travel History

Recent trip Singapore (Business Trip)Keeps on travelling in India - Recent trip Dehradun

Gwalior (Went for a business trip, Wife & kid joinedand we explored local places and cuisines

Thailand - Did Scuba course

Bali - One of my team won a League at the Company

Early Planner or Last Minute?

Mostly Last Minute

Early Planner

Last minute

Last minute

How Far in Advance Do You Plan Your Trips?

Domestic Trips - Impromptu or 1/2 weeks ago International Trips - 1/2 months ago

Usually a couple of weeks ago

Solo - ImpromptuWith Friends - A month ago

With Partner - Last minuteWith Friends - 1/2 months in advance

2025 Travel Goals, Why?

Europe - Want to start with Europe as everythingcannot be covered in one trip

Srilanka (Visa Free, Clean, Better than Goa, expenses almost equivalent to Goa)Dubai - Want to explore business opportunities

Backpacking around Asia, Europe, Northeast India

Thailand (bachelorrete)Goa (I go here multiple times a year, have one Villa)Europe (Want to start these trips)

Travel Challenges

India - hotels are more expensive in GeneralOutside: biggest challenge going outside is currency exchange

Avoids train journey because of hygieneDoes not book homestays if wife is with meSecurity is most imp aspect of Stay hence book above 3 star properties only

Hygiene is most important - Never books 8/10 people dorms

Coordination problems with friends, Had to makeWhatsApp groups then people take time to choose

Do you prefer city or nature places?

Nature

Both

Both

Both

Your Source of Finding New Places?

Instagram, Youtube & People

People, Instagram, Youtube

Youtube

Instagram & People

Social Media and Travel Apps Details

Social Media Apps They Use

Instagram, Twitter, LinkedIN, Reddit, Youtube

Twitter, Facebook and Instagram, Youtube, LinkedIn

LinkedIn, Reddit

Instagram

Most Used Social Media App

Instagram

Twitter

Linkedin

Instagram

Time They Spend on Social Media in a day

2/3 hours

2-3 hours

1-2 hours

30 mins - 1 hour

Travel Apps They Use and Why?

Agoda, Skyscanner, Hostelworld, Airbnb, Goibibo

MMT, Agoda, Ixigo, Cleartrip, Easemytrip, Paytm

Don't use Apps but websitesFlights - SkyscannerTrains - Cleartrip, Ixigo, MMT whoever gives confirmed ticketHotel Bookings - Agoda,

booking.com

., MMT , airbnbhostel world

MMT - For domestic travel - Army

discountBooking.com

- For Internation Travel - Pay later option - you can cancel before 24 hoursAgoda - Only when tripadvisor suggest that prices are lowAirbnb - When we want to book the homestayTrivago - When want to compare stay pricesSkycanner - for flights

Agoda-Specific Questions Details

Why Do You Use Agoda?

Usually get lowest prices on Agoda for both domestic and international Especially one of the lowest of hotels gives decent last minute deals , Tday I need a place to stay, We usually stay a hotel and airbnb with my partner , Agoda has one of the lowest dealCashback

Great CashbacksI get best deals usuallyNo loyalty as such, if tomorrow some other websitegives better deal than I will book from there

Great Deals - Had both good and bad experiences but Customer Supportteam was responsive hence still keep booking from Agoda

To book budget friendly places, I use Agodawhen prices are cheap for the same propertywe want to stay at

You Use App or Website?

App

App

Website

App

Which Are Some Features You Like the Most?

Mostly Share

Share

None as such ,all of then are quite the same, Share the hotel in everything

Share

Frequency of feature usage

All the time

All the time

NA

All the time while planning a trip

Notifications Are On for Agoda?

No

Yes (but only regarding my trip)

NA

No

Do You Delete the App Once Coming Back from Your Trip?

Yes (Except Agoda as it gives Cashback after 45-60 days)

No

NA

No

Any Feedback on UI?

All App UIs are super cluttered, for first time users, itssuper distracting - have to put in efforts to find

UI is super cleanNo dark colours, soothing to eyesEasier to navigate

NA

All UIs are horrible, too cluttered

If not Agoda - What will be the substitute?

I am okay using anything if it gives me the best deals

Any platforms which gives better deals

Not as such, okay with any platform out there

Use multiple platforms, depending upon which one is providing with better deals

Any Agoda Experience worth Highlighting?

Once it has happened that Property did not honourAgoda booking, Owner gave me another option so I tookit but it will difficult to reach to Agoda folks as theydon't have any toll free number

Once I booked a hotel in Kasoli where the Propertyhas shown Community Swimming pool,I connected with Agoda Support Staff and I actuallygot the whole amount re-imbursed

During our bad experience in Thailand where we booked anexpensive property for 2 nights stay (70K) for 3 people, Hotelproperty was not ready to honour that deal and we paid inadvance for this, Property mentioned that they never confirmedthe booking with Agoda, we called the customer support andrather than giving the amount back, the customer support teamwas pushing for Agoda coins - when a customer had suchbad experience how can the support team push for Appmoney

Not as such

Problem Statement

travels frequently for work and leisure but faces challenges with high domestic hotel costs, currency exchange for international trips, and last-minute bookings. While he values Agoda for competitive prices and cashback, the cluttered UI and lack of prompt customer support impact his experience.

prioritizes comfort, hygiene, and security in travel, especially for trips with his wife and child. While he values Agoda for cashback and competitive deals, he remains open to other platforms offering better options.

seeks spontaneous and laid-back travel experiences, focusing on hygiene and exploring local cultures. While Agoda is valued for great deals and responsive customer support, past issues like unresolved property disputes highlight the need for reliable booking confirmations and customer-centric resolutions.

values travel for leisure, exploring local cuisines, and understanding cultures. She prefers budget-friendly accommodations and relies on platforms like Agoda for competitive pricing, though coordination challenges with friends often complicate group travel. Shefali's use of multiple platforms for deals and feedback on cluttered UIs emphasize the need for seamless, user-friendly travel solutions tailored to spontaneous and planned trips alike.

ICP Type:

Power User

Power User

Core User

Casual User

New Feature Engagement

Primary

1 - Agoda's primary/core product is booking stays but travel is not only about stay but booking other services too such as transport, experiences, if travelling internationally then may be buying e-sim so all the adjacent features such as flight, bus, experience booking brings people on the App for various reasons and not just stay2- The increase in various services booking increases the chances of booking Stay more from the same App.3 - This also contributes into habit formation and sub-consciously making Agoda as their primary OTA

Frequency of Engagement

Secondary

As people have started travelling more, the number of times travelers choose Agoda for their bookings also plays an important role

Depth (Time/Money) Engagement

No

NA

Strategy Title

Agoda Tiered Membership - Annual

Goal

Make travelers habitual of using Agoda

Focused ICPs

All ICPs

User Behavior

- Compares pricing on different platform

- Go till book now to see other charges such as convenience

fees, tax etc

- Check prices of different properties within budget

- Tries to apply various coupons

- Checks Credit card cashbacks

Pitch/Content

Planning to travel the world? Now with best deals,

be a part of Agoda community by becoming

a member and save more now via Agoda's membership

Program

Offer

Additional Discounts:

Silver - 5% cashback

Gold - 5% cashback + airport pickup

Platinum - 5% cashback + airport pickup

+ 1 experience free

Channel

PNs, In App Banners, Youtube & Instagram

Frequency & Timing

- Pop - up message right after sign-up

- Homepage

- Booknow Page

- Cart Page

Success metrics to track

Number of memberships

Ramp-up milestones

- 1000 purchases within a week

- 10000 purchases within a month

Reasons why it will work

People wants to travel more often than ever, such membership

will help them save money and eventually travel more with less

Proposed flow

Step 1: Reads about membership on social media or App

Step 2: Explores the details in the App

Step 3: Registers for membership by paying on platform

Step 4: Enjoys the membership for a year

Suggested Pricing for Agoda's Tiered Membership

Tier

Benefits

Cost per year (₹)

Justification

Silver

5% discount on bookings

799

Covers discount value + minor platform fees.

Gold

5% discount + Free Airport Pickup

1599

Airport pickup cost recovered within 2-3 trips.

Platinum

5% discount + Airport Pickup + Free Activity

3999

Activity cost covered; premium users willing to pay.

Strategy Title

Agoda Miles Badge

Goal

Make travelers spend more time on the App and reward them basis

kilometers travelled

Focused ICPs

Core and Power Users

User Behavior

- Travelers spam their social media with travel pictures

- Usually does not record anywhere the kms they have travelled

Pitch/Content

You just came back from Thailand, do you know you have travelled

around 8000 within last 7 days? You are a pro travellers and have

received a batch and unlocked a reward for you!

Checkout the App now.

Offer

400/- off by using AGODAMILES8000 coupon code,

but wait if you share this badge on social media and tag us, get

1000/- off on your next domestic trip!

Channel

Push Notifications

Frequency & Timing

- When a traveller crosses a particular miles milestone

- Notification once they are back from their trip

- 3/4 times nudging them via PNs or before booking other trip on

checkout page

Success metrics to track

Number of Coupon codes utilised

Ramp-up milestones

- 500 badge shares in 48 hours

- 5000 badge shares in 20 days

Reasons why it will work

Most of the offerings of the travel Apps are similar and just the UI is

changed, this will not only give more WOM to Agoda via Social Media,

they can even get more signups as people see their friends/family

members using Agoda, creating curiosity and trust among them

Proposed flow

Step 1: User receives a notification

Step 2: Checks out what the badge is

Step 3: Finds the reward and badge lucrative enough

Step 4: Shares the creative on social media directly (Which has user

picture and details such as travelled 8K kms)

Step 5: Tags Agoda

Step 6: Gets the coupon code by submitting screenshot or link on the App

Step 7: Uses the code for booking next trip

Strategy Title

Traveler's Voice

Goal

Make power user share their feedback on the App

which will help move some set of casual users to core

users

Focused ICPs

Power Users

User Behavior

- Loves a property (after reaching)

- Talk about property with friends/family members

- Share property pictures on social media

- Write google review if nudged

- Make room/property tours and shares on social media

Pitch/Content

- Loved staying at Ritz - Carlton, sharing your detailed review

and pictures/videos and get featured in our Traveler's voice

section in App and on social media and get personalised

suggestions based on your past bookings for your next travel

Offer

Personalised travel and experience suggestions for next trips

Channel

PNs, Dynamic Banner below core proposition tile,

checkout page

Frequency & Timing

PNs - Once a week or when user is coming on App

repeatedly

Dynamic Banner - Stays on the App always

Success metrics to track

- Number of review shares

Ramp-up milestones

- 25 reviews in 2 days

- 100 reviews in 1 month

Reasons why it will work

If you see in ICP section, the travelers usually spend a lot of time

reading about the destination, safety, prices and how to navigate

in that city online, checks youtube video and follows instagram

influencers for the same, if Agoda starts sharing this in the App

the user might spend more time on App and eventually decide

to book on the App

Proposed flow

Step 1 : Gets a notification to be " Travelers Voice"

Step 2: Opens the App

Step 3: Check out about the program

Step 4: Upload detailed review and photos of stay or place

Step 5: Gets a message that you have unlocked your reward, type

your next destination to get personalised stay recommendations

Strategy Title

Share and Collaborate with

Friends

Goal

Make it convenient for travelers to

share their wishlist with friends/family

and finalise a property to stay

Focused ICPs

All ICPs traveling in groups

User Behavior

- Users travelling in group check out a

property and share the liked property

one by one using share button

- Users check the property on other platforms

- Users check the property on google

- WhatsApp discussions happening for

finalising the property

- Confusion till the end about the property

Pitch/Content

- Made a big wishlist of hotels to stay and friends

fighting over which one to book? Agoda made it

easier for you! Share your wishlist with friends,

discuss on the in-app chat window and upvote the

property you like! The highest loved property

can be booked at best possible price on Agoda!

Offer

Collaborate better with friends without the hassle of

jumping on various Apps

Channel

PNs, Social Media (YT & IG), Influencer Marketing,

In-app banners

Frequency & Timing

- Full social media campaign by country's best influencers

just a month before peak season starts

- 1 push notification per day during the campaign

- Display banner on the App

Success metrics to track

- No of people using share with friends option

Ramp-up milestones

- 5000 collaborative chat windows within a month

- 50 Sucessful bookings by the user after collaborating

and upvoting

- 20K App donwloads (assuming that friends will have

to download the Agoda App to chat and upvote

Reasons why it will work

All are ICPs mentioned that they use Share button the most

but once they share the hotel links, it gets difficult

to discuss about the properties and constantly jump

between WhatsApp and Agoda to check the details

mentioned by other group members, this evolved

feature will make this process convenient and also

contribute to more bookings and App downloads

Proposed flow

Step 1: User reads about feature via influencer

Step 2: Check out the feature on App

Step 3: Share the wishlist link with friends

Step 4: Friends open the App or download the App

Step 5: Starts chatting "This is awesome"

Step 6: Friends start upvoting the properties

Step 7: The group finalise the property

Step 8: They make the booking

Strategy Title

Your Travel Bucket- list

on Agoda

Goal

To make traveler use Agoda

as one - stop solution for

all travel needs

Focused ICPs

All ICPs

User Behavior

- User makes wishlist of countries/ places in

notes taking Apps or diaries

- Saves videos/reels on Youtube or Instagram

- Revisit different Apps to check their wishlist

and once decided to make bookings

Pitch/Content

Now you can make your travel bucket list on Agoda!

All the experiences, countries, destinations

at one place

Offer

Save your travel bucket list and get 5% cashback on these

bookings

Channel

PNs, Banner, Agoda social media channels, WOM

Frequency & Timing

PNs - Once a week or when user is coming on App

repeatedly

Dynamic Banner - Stays on the App always

Success metrics to track

- No of bucketlist created

Ramp-up milestones

- 1000 bucketlists in 1 week

- 5000 bucketlist in 4 weeks

Reasons why it will work

This campaign will give people more reason to spend on App,

it won't be a constant nudge of just discount but something

unique on the offering.

Proposed flow

Step 1: Checks the PN or communication via other channel

Step 2: Opens the App

Step 3: Adds 5 destinations

Step 4: Gets a message saying book hotel in your dream

destination and get 5% cashback

Voluntary Reasons

Involuntary Reasons

Bad booking experience

Travel Plan Disruption

Too many Push Notifications

Loss of income

Property not honouring the booking

Lifestyle changes

Bad interaction with customer support

Health Emergencies/Conditions

Money deducting from account but no booking done

Did not find the unique properties

Higher prices on properties on App/

Competition Providing better deals

Better package deal on competition App

Complicated UI Experience/ Does not know how to navigate

Slow App Performance

Poor Search Results

Less filter options

Security Issues

Complicated process to reach out to customer support

Rigid Refund process

Poor Property Images

Top Churn Reasons for Agoda

Reason

Type

Primary/Immediate Customer

Behaviour

Negative Actions

Better deals at other platform

Voluntary

Indian Users have the habit of comparing prices

- Adding Properties in cart of saving in wishlist but not looking

- Checking the property multiple times

- Going on other platforms to compare prices

- Asking too many questions on message property window

- Trying to get better deals from the same property offline

Property not honouring bookings

Voluntary

Trying to reach Customer Support

- Raise complaint tickets

- Write on social media

- Bad mouthing about Agoda

- Try to book another property from Agoda

- Try booking via competition App

- Asking for refund if paid

Hotel Images and Reality not matching

Voluntary

Trying to adjust or raise complaint on platform

- Raise complaint tickets

- Write on social media

- Bad mouthing about Agoda

- Try to book another property from Agoda

- Try booking via competition App

- Asking for refund if paid

Bookings getting cancelled

Voluntary

Most probably will book at some other platform

- Trying to reach customer suppport

- Asking for refund and compensation

- Booking via other platform

Complex UI

Voluntary

Tries to navigate but then switch to other platform

- Might search "how to book hotel on Agoda" if deals are great

- Ask customer support to contact for booking

- Jump on competition platform

- Delete the App and does not book

Lot of Push Notifications

Voluntary

Switch Notifications Off or Delete the App until

the next trip

- Disable notifications

- Delete the App

Strategy Title

Guaranteed Stay: If They Don’t, We Cover It!

Found a Better Deal? We’ll Match It!

Customize Your Alerts: Get Only What You Want!

Not as Expected? Tell Us & Get 25% Off!

Booking Canceled? Enjoy a Free Upgrade!

Goal

Increase customer trust and ensure that users feel

confident about their bookings, leading to higher retention.

Ensure price competitiveness and encourage

users to book directly with Agoda by offering

better deals or matching competitors’ prices.

Increase engagement by allowing users to

personalize their notifications for specific offers

and deals, leading to more targeted bookings.

Encourage user feedback on bookings

that didn’t meet expectations, fostering

trust and satisfaction, while driving repeat

bookings.

Increase customer retention by offering

free upgrades to users when their

original booking is canceled, showing goodwill.

Reason of Churn

Hotel Property not honoring the booked deal

Price-sensitive users might cancel or abandon

the booking due to finding lower prices elsewhere.

Users feeling overwhelmed with too many irrelevant

notifications or not finding offers that suit their

preferences.

Unmet expectations related to room quality,

amenities, or customer service may

cause dissatisfaction.

Booking cancellations and lack of alternatives

cause users to lose confidence in booking platforms.

User Behavior

- Tries to compliant to Agoda

- Writes on social media

- Bad WOM

Users tend to compare prices across multiple platforms

and might leave Agoda if they find a better deal.

Users unsubscribe from emails and push notifications

when they receive too many irrelevant offers.

Users who have experienced discrepancies

between the property’s listing and reality

may avoid future bookings.

Users become disappointed or frustrated when

their bookings are canceled and seek

compensation or better service.

Pitch/Content

Book with confidence! If the hotel doesn’t honor

your booking, we’ll take care of it—no questions

asked!

Found a better deal? Let us know, and we’ll match

it—guaranteed

Only want updates on your dream destinations or

specific deals? Customize your alerts to get only

what you care about!

Not what you expected? Let us know, and

we’ll make it right with 25% off your next

booking!

If your booking is canceled, we’ll upgrade your

stay for free—no extra cost to you!

Offer

If the hotel property cancels or doesn’t honor the

booking, Agoda will offer alternative

accommodations at no additional cost to the user.

Agoda will match or beat a competitor's price for the

same property and stay dates if the user provides

evidence.

Users can select preferences for the type of deals they

want to receive alerts about (e.g., discounts,

new destinations, last-minute deals).

Users will receive a 25% discount on their

next booking if they report discrepancies

or dissatisfaction with their previous stay

If a booking is canceled by the property,

Agoda will provide an upgrade to a higher-tier

room or property at no additional charge.

Channel

Email, Push Notifications, and App Banner on the

homepage.

Email, Push Notifications, and Live Chat.

Email and App Notifications.

Email, In-app Surveys, and Push Notifications.

Email, Push Notifications, and Live Chat.

Frequency & Timing

Triggered when a user is about to finalize their

booking or during the checkout process, and

periodically via email reminders for first-time users.

This strategy is triggered when a user abandons a

booking or shares a competitor’s deal with Agoda support.

- Prompted during onboarding, with an option to update

preferences through the app or website.

-Monthly reminders for inactive users.

Prompt for feedback within 48 hours after

check-in, and immediately offer the 25%

discount for eligible cases.

Activated immediately after a cancellation is

confirmed and communicated to the user.

Success metrics to track

Booking completion rate after implementing this strategy.

Customer complaints related to cancellations.

Increase in new customer sign-ups and repeat bookings.

Reduction in cart abandonment rates.

Conversion rate after matching competitor prices.

- Click-through rates on customized alerts.

- Engagement rates for users who opt in to customized

alerts.

Rate of feedback submissions.

Repeat booking rate after offering a discount.

Retention rate after offering an upgrade.

User satisfaction surveys after the upgrade process.

Ramp-up milestones

Phase 1: Roll out to frequent travelers.

Phase 2: Offer to all users once the process is smooth.

Phase 1: Test with high-value bookings.

Phase 2: Roll out to all users after optimizing the process.

Phase 1: Introduce to new users.

Phase 2: Roll out to existing users based on preferences.

Phase 1: Test with select users who have stayed

at top-rated hotels.

Phase 2: Expand based on feedback and

optimization.

Phase 1: Offer upgrades to users with high-value

bookings.

Phase 2: Roll out to all users with automatic upgrades

after a cancellation.

Reasons why it will work

It directly addresses a major pain point for users

(cancellations) and provides them with a safety net,

building trust and reliability.

Addresses price sensitivity directly, giving customers the

confidence that they are getting the best value for their

booking.

This strategy empowers users to control their experience,

ensuring they only receive relevant information, which

increases engagement.

It gives customers a safety net while encouraging

honest feedback, which improves the platform

and the user experience.

Free upgrades create positive sentiment among

users and increase the likelihood of repeat bookings.

Proposed flow

1 - User books a hotel.

2 - Agoda notifies the user of the “Guaranteed Stay” policy

at checkout.

3 - If the booking is canceled or overbooked, Agoda covers

the cost of an upgraded alternative property.

1 - User finds a better price elsewhere and shares it with

Agoda.

2 - Agoda confirms the price match.

3 - User is able to secure the deal and proceed with the

booking.

1 - User sets preferences during re- onboarding or in-app.

2 - They receive personalized alerts based on their preferences.

3 - Users engage more frequently due to relevant offers

1 - User reports an issue (via survey or app).

2 - Agoda confirms the issue and offers the

25% off next booking.

3 - User redeems the discount on a future

stay, promoting loyalty.

1 - Booking is canceled.

2 - Agoda contacts the user with the free upgrade

offer.

3 - User enjoys the upgraded stay, and continues

to use Agoda in the future.