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Case studies / Hotel Puri

Hospitality · Hotel

Rooms people could see but couldn’t book

The photos did their job — guests wanted to stay. But then they had to search for a booking button, and some buttons didn’t work. Interest was never the problem; the last step was.

By Richerd Ho, web conversion strategist · Updated October 2026

Hotel Puri Melaka website before and after the conversion redesign — stronger presence, clearer experience, direct booking
Hotel Puri — before and after the redesign.

See it live: hotelpuri.com

What was going wrong

Rooms were visible but hard to book. Some booking buttons didn’t work at all and key information sat out of reach.

Visible rooms, hidden booking

The rooms looked beautiful. But booking took more steps than guests were willing to take.

Some booking buttons did not work

The most costly kind of problem: a silent one. No error, no complaint — just guests leaving, and nobody knowing why.

Key information out of reach

What makes the hotel different, what is included, what to expect on arrival — all were hidden where guests didn’t look.

What changed

Room options are clear, what makes the hotel special is obvious, and booking is easy. A calmer layout and a simple flow.

1

Rooms that read clearly

Rooms can be compared side by side, with the differences guests care about made clear.

2

The hotel’s difference stated

Heritage and character are why guests choose this hotel over a chain. That reason now shows before the price.

3

Booking without friction

Every booking path tested on real phones and computers, with a calmer layout and a simple flow from interest to confirmed booking.

Why it works

When a site feels easy, people act.

In the client’s words

“Richerd made a real difference to our hotel’s sales. When the new site launched with its new booking engine, our sales grew by 20%. Thank you.”
Kenny · Business Partner, Hotel Puri

What to take from this for your own site

You don’t need the same type of business for these to apply. Three lessons that work for almost any small business website.

Test every path to booking on a real phone.

A broken button gives no warning and gets no complaint — guests just leave. Check every button before you assume your site works.

Say why you, before you say how much.

Heritage and character are why people choose an independent hotel over a chain. If that reason comes after the price, you only compete on price.

Count the steps from interest to action.

Every extra click is a chance to stop. If guests have to search for the booking button, you have already lost some of them.

Going deeper: Why small business websites stop converting.

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