Case study · Hotels · Cox's Bazar
Best Western Heritage: a local icon within a year.
A 231-room, 15-storey hotel a short walk from Kolatoli Beach, and Best Western's first in Cox's Bazar. From 2016 to 2018 I led the growth of every part of its digital marketing. With strategies built for this hotel alone, it became a local icon within a year.
- HotelBest Western Heritage
- CityCox's Bazar, Bangladesh
- My roleFront office to digital marketing manager
- Years2016 to 2018
Tripadvisor · Best Western Heritage
Where the brand stands today
Public Tripadvisor figures, checked on 12 November 2026. Best Western's own page for the hotel also shows Tripadvisor's Certificate of Excellence and Travellers' Choice badges. See the hotel on Tripadvisor ↗
The starting point
A new international brand in a destination full of local hotels and domestic travellers. Families on weekend trips, couples and corporate groups all compared hotels on the same few things: photos, reviews and whether anyone replied. A famous name opens the door, but it doesn't fill 231 rooms.
My role
I led the growth of every part of the hotel's digital marketing: social media, search, reviews, listings and content. Nothing came from a template. Each strategy was built for this hotel, this beach and these guests, and several of them went viral. Within a year, Best Western Heritage was a local icon. Having worked the front desk, I knew exactly which moments guests would talk about.
What I worked on
- Online reputation: asking happy guests for a review at check-out, and replying to reviews, good and bad
- Accurate listings on Tripadvisor, Google and the booking sites, with real photos
- Personalised social media campaigns, several of which went viral and put the hotel in front of the whole region
- Search visibility for the rooms, the restaurant and the banquet and event spaces
- A direct line from the front desk to marketing, so great service turned into reviews
What other hotels can take from it
Your front desk is your biggest marketing channel. Guests write reviews about people, not buildings.
Organic reputation compounds. Years later it still brings guests in, with no cost per booking.
A famous brand opens the door. Strategies built for your own guests are the ones people share.
These are the hotel's public numbers today, the work of a whole team over many years. I'm proud to have helped lay the foundations.
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