Oasis Hotels & Resorts, a leading hotel group in Mexico, operates 9 properties located between Cancún and Tulum, totaling more than 2,500 beds in the Mexican Caribbean. Seven of these properties fall under what is traditionally known as All-Inclusive Resorts, while the remaining two are urban hotels.

Now that one year has passed since the start of this collaboration, we have only words of appreciation for this client who, while certainly raising the bar in terms of expectations, has been fully involved in the project from day one — truly working as a TEAM with us.

Oasis Hotels & Resorts has pushed us to work harder than ever, but it has also made us better — helping us grow and evolve in every sense. We always say that well-done work pays off, and largely thanks to them, we have consolidated our position in the destination as the booking engine managing the most beds in Cancún’s hotel zone.

Challenges and objectives

If there’s a client that gives the voice channel the importance we know it deserves, it’s without a doubt this one. In fact, the main issue Oasis Hotels & Resorts had when they came to us was not so much sales volume, but rather a direct-channel imbalance and its consequences — such as lack of control or a lack of consistency in the pricing structure.

At Paraty Tech, we’re very clear that the phone is a central pillar of a hotel’s direct sales strategy and that, in some cases, it can represent more than 25% of total bookings. But this case was different. Here, 70% of direct bookings came from the voice channel, and only the remaining 30% came through the official website’s booking engine. On top of that, there was a price difference between both channels — and because the voice channel is inherently opaque, it’s easy to lose control. In our view, it ultimately came down to channel and technology integration.

Therefore, the main goal was to rebalance the scale, reducing that share gap between direct channels. The easy part? Increasing web bookings. The real challenge? Doing it without penalizing phone bookings.

Results: from 70–30 to 55–45

Oasis Hotels & Resorts fully committed to our technology, and we’re very grateful for their vote of confidence. A migration like this naturally requires an adaptation period. In this case, you could say the most intense phase of the implementation process lasted around three to four months (from June to September 2023), during which there were no significant data points to highlight — but also nothing in particular to regret. And as the saying goes, no news, good news.

However, starting in October, the first results began to appear. And while the call center remained stable compared to the previous year (very good news), the online direct channel showed a modest but encouraging 14.8% increase in bookings, which ended up consolidating into a sustained growth trend over the following months:

Overall conclusions

Moving forward alongside clients like Oasis Hotels & Resorts pushes us to make our solutions more effective tools, because every specific request we fulfill ultimately benefits all our clients. Clear proof of our ability to adapt is the fact that, from this project alone and in less than a year, the following new developments have been delivered:


But what matters most to us is customer satisfaction, meeting the goals we set together, and always keeping our service and support standards at the highest level. Only by keeping these three principles front and center are we able to generate results and feedback as positive as what we share below: