Despite rising guest satisfaction across Asia’s integrated resorts, a surprising statistic is challenging the industry’s understanding of loyalty: 63 percent of guests who report a highly satisfactory stay do not rebook.
The finding, revealed in Agilysys’ 2024 APAC Hospitality Impact Study, raises questions about what’s missing in current retention strategies, and whether technology holds the key to turning satisfaction into lasting loyalty.
Kathy Mak, Regional Manager for North Asia at Agilysys—a global provider of next-generation hospitality software solutions and services—told AGB that integrated platforms are one of the solutions helping resort operators transform guest satisfaction into repeat visitation.
“A real transformation is happening across Asia’s integrated resorts,” said Mak. “These properties are shifting from simply filling hotel rooms to enriching the entire guest journey—from booking and check-in to curated dining and entertainment experiences.”
Speaking at the Asian IR Summit during a session titled “Leverage Innovative Technologies to Co-Create Personalized Packages for an Expanded Audience”—held in Macau, Mak explained that at the heart of this shift is a new generation of smart platforms that consolidate guest data across multiple touchpoints – accommodation preferences, dining habits, shopping interests, and entertainment choices—into unified guest profiles. These profiles allow resorts to make personalized recommendations that resonate with each visitor, such as suggesting a family-friendly activity, an exclusive spa treatment, or a chef’s table experience for culinary enthusiasts.
This approach is particularly relevant in Asia, where multi-generational travel is common. According to Mak, technology helps ensure that experiences appeal across age groups, boosting both guest satisfaction and overall spend.
Casino resorts are also embracing these innovations. “Gaming remains central, but it’s now fully embedded into broader lifestyle experiences,” Mak explained. Integrated property management systems (PMS) now unify data from customer relationship management platforms, loyalty programs, and booking engines. The result is a seamless guest experience that anticipates needs—from preferred room types to favorite blackjack tables.
With a single interface, guests can book rooms, spa treatments, dining, entertainment, and even golf tee times—eliminating the need to navigate multiple systems. This convenience is paired with real-time personalization. For example, high-value players may receive in-app offers for massages or dining specials timed around their gameplay. Mak noted that “with PMS at the core, casino resorts can scale personalization across all guest segments—deepening engagement and increasing revenue.”
One standout case is INSPIRE Entertainment Resort, which uses the Versa PMS, IG POS, and an integrated loyalty and promotion system to enhance the guest experience. Their technology enables contactless check-in/out via mobile apps, digital keys, QR code ordering, and personalized upselling based on loyalty tier—streamlining operations while improving convenience.
But convenience is only part of the equation. The deeper value lies in emotional connection. “Guests feel known, valued, and better served,” said Mak. “This personal touch is key to long-term loyalty, especially in a competitive market.”
Agilysys’ study revealed another insight: 68 percent of APAC travelers are willing to pay more for tailored stays. In fact, guests may spend up to 30 percent more on room upgrades when offered after booking. Personalization, it turns out, is not a luxury—it’s a differentiator.
“This isn’t just about luxury—it’s about feeling understood,” said Mak. “Small gestures, like remembering a guest’s name or preferred drink, create memorable moments that make guests want to return.”
Despite high satisfaction scores, the study shows that satisfaction alone no longer guarantees loyalty. Mak argues that resorts must go beyond checklists of amenities and focus on curating experiences that reflect the unique identities and expectations of their guests.
Looking ahead, the hospitality industry in Asia is increasingly embracing a more holistic, lifestyle-oriented approach. “The conversation is clearly moving beyond gaming,” Mak added. “Personalization is no longer just about names on a reservation—it’s about knowing who your guest is and crafting seamless journeys that feel relevant at every touchpoint.”
As the region sees continued growth in wellness tourism, digital-first behaviors, and multi-generational travel, integrated resorts that prioritize technology and guestcentric design are likely to lead the next wave of innovation.
