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04 / Luxury hospitality & travel
Direct bookings are worth double
Every booking through a platform is margin donated. The fix is a direct journey good enough that guests stop shopping around — and a system that handles the enquiry properly when they do.
Customer journey
- Discovery
- Enquiry
- Proposal
- Booking
- Stay
- Revenue
Where it breaks
What we usually find.
- Platform commission is treated as a fixed cost rather than a system problem.
- A £14,000 enquiry and a two-night enquiry land in the same inbox with the same urgency.
- Proposals are assembled in email, so nobody can see what was offered last time.
- Nothing is captured about the guest that would make the next stay easier to sell.
Digital opportunity
What we build instead.
- A direct journey worth choosingAvailability, pricing and a proposal flow that beats the platform on clarity, not just on price.
- Enquiries scored on valueHigh-value parties routed to a concierge with a response time that matches the spend.
- Proposals as a productBranded, versioned proposals with options and a clear path to deposit.
- Guest history that earns the next bookingPreferences, party makeup and past stays held where the team will actually use them.
Built for this sector
Luxury hospitality & travel · Lead generation
ConceptNorthcliff Retreats
Move high-value bookings off platforms and onto a direct journey.
Enquiry · 7 nights · party of 4Score 86 · concierge assignedProposal sent · 2 options
18%commission recoverable, modelledModelled
Is this your workflow?
Forty-five minutes, one call. We map your enquiry-to-revenue journey against what we already know about luxury hospitality & travel, and tell you what is worth building first.