Pandemics affected both tourism and hospitality areas, that is why many companies were required to innovate to stay competitive in the market. The present study case intends to comprehend the decision process to innovation in services offered by Rede Othon. Besides studying how innovations were implemented, how they improved and changed the business model, it was also studied the initial results of those innovations. In order to analyze those items, four interviews were performed with professionals who work at Rede Othon. Based on the results obtained, besides the conclusions which were detailed at the end of the study, positive impacts of innovations for both the company and the market were identified.