← All work
From platform dependency to direct bookings
A property with strong reviews and almost no direct demand.
Boutique hospitality group (anonymised) · Hospitality · Direct booking · Content
01 — Problem
Nearly every guest arrived through a marketplace. The brand existed on other people's platforms, commission ate the margin, and nobody on the team owned the guest relationship after checkout.
02 — Beginning
We started with the booking journey rather than the marketing. One week mapping how a guest actually finds, chooses and books the property — and where the brand disappears.
03 — Build
- —Positioning built around the reason people choose this place, not the room count
- —A direct booking path with pricing parity and a reason to book direct
- —A guest content system: pre-stay, in-stay and post-stay, run by one person
- —Email and CRM flows so returning guests never need a marketplace again
04 — Result
- —A direct channel that exists and is owned by the property
- —One content rhythm the team can run without an agency
- —Guest data captured in-house for the first time
05 — Next steps
- —Membership and repeat-stay programme
- —Partner and creator stays
- —A second property on the same system
The next step
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Thirty minutes. We go through what you selected, what we would build first, and what it would take.
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