Service 05
Establish what every channel actually costs you, then build the direct-booking and repeat-guest system that recovers the margin lost to intermediaries and raises guest lifetime value. Sold on the recoverable number, not on activity.
The problem
Owners know their nightly rate and their occupancy. They rarely know what a guest actually costs by channel. Intermediaries take 15 to 35 percent of booking value once cancellations and lost upsell are counted, acquisition costs have outrun guest lifetime value, and past guests are not systematically brought back. In our research this is the most expensive felt pain in the segment: in one documented case revenue grew while profit fell 79 percent, driven by channel dependency.
Who it is for. Properties spending meaningfully on OTAs, paid media, or agencies. Properties with past-guest lists and clear repeat potential. Best begun once a first engagement has earned data access and trust.
The solution
You know what every guest costs, by channel, in real numbers. A growing share of bookings arrive direct, past guests return on a system rather than by luck, and the commission bill shrinks month by month. Every initiative is judged in collected revenue against the baseline, so what stays is what works.
What we do
Build the channel-economics model: the true cost per guest by channel, once cancellations and lost upsell are counted.
Quantify what is actually recoverable: commissions, cancellations, lost upsell. This number justifies or kills everything that follows.
Design and run the direct-booking and past-guest reactivation system that brings the margin home.
Run controlled experiments against the baseline: rate strategy, review timing, referral, reactivation. Weak ones stop, strong ones scale.
Begin
One conversation. We will tell you whether this is worth doing first, or that now is not the time.