Hospitality · brand studioCoverage
1 brand and 1 agreed business type. One location, project, collection or programme unless the signed scope states otherwise.
Hospitality / Fix my direct-booking journey
Fix my direct-booking journey
One customer journey is losing enquiries or customers. We implement the fix—pages, handoff, supported integrations and staff process.
Exactly what is in the starting scope.
- One journey implemented end to end, measured to a completed stay, with cancellations accounted for
- Pages, forms and handoff updated with approved information
- Supported integrations with the tools you already use
- Staff ownership, process and training handover
- Failure tests and an agreed acceptance checklist
- Direct-booking page improvements
Revisions
2 consolidated rounds on the original approved direction. New directions or new factual inputs can change the schedule and scope.
Your inputs
Accurate business details, authorised images and evidence, account access where needed, a named reviewer and an operational contact.
Handover
Final agreed assets, process notes, access ownership and the measurement definitions. Third-party licences are documented separately.
Acceptance
Work is accepted against a working demonstration, failure tests and a checklist agreed at the start—not against a slide deck.
Not included by default.
- Advertising and media spend
- Third-party software and messaging usage
- On-site photo/video production, travel and printing
- Custom applications, large websites or major integrations
- Full-time sales, reservation or reception calling
- Professional legal, clinical, financial or regulatory review
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.
A duplicate enquiry arrives
It is merged and the person is contacted once, by one owner.
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Every channel is updated from one source, and old offers are withdrawn.
Room inventory, rates, availability and bookings remain in the client booking system. Media spend, travel, property shoots and booking commissions are not included.
Will you recommend a full rebrand?
Only when the existing positioning or identity is part of the problem. A scoped review can recommend keeping working assets and improving a specific journey instead.
What will our team need to provide?
Accurate business information, approved images, access to relevant accounts, a named reviewer and a contact owner. For hospitality, this also includes evidence and permissions for any professional or product claims.
Can you work with our existing agency or staff?
Yes. The engagement can be scoped around a gap rather than replacing a team. Responsibilities, access and approvals are agreed before work begins.
What is included in the fee?
The agreed deliverables, coverage, revisions and reporting are documented. Advertising spend, software, shoots, custom development and specialist reviews are not assumed to be included.
Can you guarantee conversions or revenue?
No. We commit to an agreed scope, test the journey and report the available evidence. Demand, pricing, competition, client response and the actual service experience affect business results.
What happens to our accounts and assets?
Client accounts should remain client-owned, with role-based access. Final agreed assets and a handover record are included; third-party licences and working-file scope are documented.
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.