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Software for Hotels and Hospitality Groups

Direct bookings, group enquiries, and guest data that stays yours

Most hotels do not have a booking problem. They have a booking channel problem: the guest was already going to stay with you, and the aggregator was paid anyway.

That happens for a dull reason. The aggregator’s booking flow is better than yours, so even a guest who came looking for your property specifically ends up booking through it — and from that point the relationship, the data and the margin belong to somebody else.

What breaks here

  1. Your own booking engine is the weakest step in the journey

    Slower, with fewer payment options, no stored details and a confirmation that arrives late. A guest who has already decided on your hotel will still choose the smoother path, and the commission is charged on a sale you had already won.

  2. Group, wedding and event enquiries live in email

    These are long conversations with many revisions, several decision-makers and real money attached. They are conducted across inboxes and personal phones, and when the person handling one is away, the enquiry stops.

  3. Requests arrive on channels nobody is watching

    A guest messages about an early check-in on the number printed in the confirmation. It reaches a handset at reception that four people use and nobody owns, and the answer comes after they have arrived.

  4. The guest data is not yours

    Bookings made through a platform come with a masked email and no phone number. You cannot market to your own past guests, so you buy them back from the same platform next season.

  5. Rates and availability drift between channels

    Updated in one place, late in another, and the discrepancy is discovered by a guest at the counter rather than by the revenue manager.

  6. Repeat guests go unrecognised

    Someone who has stayed four times is greeted exactly like someone who has never been, because nothing joins the bookings together. In a business built on returning guests, that is the most expensive thing on this list.

What we build for it

  • Direct booking built to be faster than the alternative, not merely present — stored details, real payment options, immediate confirmation
  • Group and event enquiry management, with the conversation, the revisions and the quotation in one place rather than in an inbox
  • Pre-arrival and in-stay messaging on a channel guests already use, with nothing to install
  • Guest profiles you own — stay history, preferences and contact details held by the property, not rented from a platform
  • Rate and availability synchronisation across the channels you sell through
  • Reporting by property on direct against intermediated business, so you can see whether the shift is actually happening
  • Integration with the property management system you already run

What this means for your project

Your PMS stays. We build the guest-facing and enquiry layers around it. Proposing to replace a working property system is a large project that solves a problem you did not have.

The direct booking flow has to beat the aggregator’s, not match it. Matching it changes nothing — the guest has no reason to switch. This is the one place where we would rather spend extra time, because it is where the commission is actually recovered.

We will ask about guest data ownership early. It determines what is possible later, and it is easier to design around at the start than to retrofit once two seasons of bookings have gone through somebody else’s system.

If the immediate problem is guest messaging rather than the booking engine, we have written about that separately: WhatsApp for hotels and hospitality.

The other industries we work in

Tell us about your properties

Describe your properties, how guests currently book and where the margin goes, and we will tell you how we would approach it.

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Tell us what you are building

We will tell you how we would approach it, and whether we are the right fit.

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