Hospitality · brand studioA duplicate enquiry arrives
It is merged and the person is contacted once, by one owner.
Hospitality / Guest journeys
The first-impression-to-return-stay programme.
Inspect the purpose, deliverable and handoff at each stage of the customer journey.
How guests find and choose you
The hotel marketing funnel.
Seven steps, one journey.
Every stage is a place guests can be lost. We look at the whole path—not just the ads at the top.
- 01SearchGoogle · Maps · OTAs · InstagramSEO, Maps & listings
- 02DiscoverRoom & experience pagesBrand & service pages
- 03TrustReal photos · reviews · clear policiesReputation & proof
- 04ContactCall · WhatsApp · booking engineEnquiry handling
- 05BookConfirmed direct bookingBooking handoff
- 06StayArrival & stayThe real experience
- 07RetainReview · return offer · referralsFollow-up & recall
Most hospitality businesses spend at the top of the funnel but lose people at contact and book. Find your leak in two minutes
Journey map
Imagine
Show the setting and the occasion with accurate, current material.
What we designProperty story and image direction
Who owns the next stepStudio drafts; client approves factual information.
Tested before it is accepted
A demo that works once
is not a system.
Every journey we implement is tested against what goes wrong in real life, with a named owner for each case.
The requested slot, item or date is unavailable
The person is told honestly and offered the nearest real alternative.
A message fails to send
The failure is logged and a named person follows up another way.
The assigned staff member is on leave
The enquiry is reassigned automatically to a named back-up.
The customer opts out
Automated messages stop at once and the opt-out is recorded.
A price, offer or detail changes
Every channel is updated from one source, and old offers are withdrawn.
Measurement with context
Track the next action.
Not a convenient assumption.
| Proposed measure | How it should be interpreted |
|---|---|
| Confirmed booking enquiries | Agreed source and qualification criteria; remove duplicates. |
| Recorded direct bookings | Client team records the actual next action, not merely a click. |
| Cancellations and completed stays | Use available operational records; do not infer an outcome from traffic. |
| Permission-based repeat enquiries | Review status and cancellations where relevant; document attribution gaps. |
The next considered step
A sense of place.
Let’s start there.
Tell us about the business, the gap and the work you need. Start with a useful brief—not a bigger package.