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Case study · Hospitality

Selling room upgrades and add-ons before guests arrive, for a leisure resort group

We connected guest messaging to the group's PMS in both directions, and built a segment-based journey on WhatsApp and email that sells upgrades before guests arrive.

Automated touchpoints, from booking to bring-back
6
Guest segments, each with its own offers
4
Manual re-entry: every upsell lands on the PMS reservation
0

The challenge

What wasn't working

  • No tool to sell upsells or room upgrades before arrival, so that revenue went uncaptured.
  • Guest messaging wasn't connected to the PMS, so front-office teams couldn't see what guests did.
  • No in-house design team, so every offer mailer was a bottleneck.

The solution

What we did

  1. Two-way PMS integration

    Reads reservations, guest profiles, room types and rates, and writes every accepted upsell back to the reservation, taxed once.

  2. A journey for each segment

    Members, families, couples and charters get their own messages and offers on WhatsApp and email.

  3. Upsells and room upgrades

    Offered at booking, before arrival and during the stay, with consistent upgrade pricing across room types.

  4. Express check-out and feedback

    Guests settle their bill from the room, then get a survey and a review request the next day.

The two-way loopThe platform reads from the PMS to decide what each guest sees, and writes back what they buy.
GuestWhatsApp & email
  • Booking and pre-arrival messages
  • Mobile concierge
  • Express check-out
  • Surveys and reviews
Out: segment-matched messagesIn: preferences, purchases, requests
OrchestrationOne journey design
  • Guest segments and triggers
  • Upsell catalogue
  • Upgrade pricing
  • Encrypted guest profiles
Reads: reservations, profiles, room types, ratesWrites back: upsell and upgrade charges
System of recordCloud PMS
  • Charges land on the reservation
  • Front office sees them
  • No re-entry
The guest journeySix automated touchpoints for family travellers, from booking to bring-back.
  1. At bookingBooking confirmation

    Reservation details, sent the moment a booking is confirmed.

    UpsellUpsells and upgrades for the guest's segment

  2. 7 days beforePre-arrival

    Preferences, web check-in and a mobile concierge. Guests who don't open get a reminder 3 days out.

    UpsellAdd experiences or upgrade the stay

  3. Day of check-inIn-stay

    A mobile concierge for requests and complaints.

    UpsellIn-stay offers and stay extensions

  4. Check-outExpress check-out

    Guests settle their bill from the room by mobile or QR code, with no queue.

  5. 1 day afterFeedback

    A short survey and a Google review request, with no app or login.

  6. 180 days afterBring-back

    A campaign to bring the guest back.

Why charges are posted pre-taxPost a tax-inclusive price and the PMS taxes it again. Post the pre-tax amount and tax is applied once.
Posting the tax-inclusive pricePriceTaxTax on taxQuoteBill ≠ quote
Posting the pre-tax amountPriceTax Bill = quote

What it delivers

What changed

  • A new revenue line from upsells and upgrades sold before arrival.
  • No manual re-entry: front office sees every purchase on the PMS reservation.
  • One platform for CRM, campaigns, pre-check-in, surveys and reputation, replacing a legacy tool.
  • Ready-made mailer templates, so offers go out without a design team.

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