You know every guest on their second visit.

Your guest comes back for a second time, and your team knows what they booked the first time. Every guest appears once in a list, with origin, bookings and consent.

‘We know too little about our guests.’

Guest data sits in five places. A guest who has stayed three times appears as a new guest three times. The platform knows them better than the business does.

Consent as part of the build.

Your legal advisers provide the legal text, we build it in.

What you have in hand.

A guest list in which every guest appears once, fed from booking, till, newsletter and enquiries.

A picture of the guest at reception and at the till, before they say anything.

One figure per month: new guests, returning guests, guests with consent.

What matters.

One guest, one entry. Duplicate entries make every figure wrong, so merging records is the first task.

The relationship belongs to the business. Platforms know the guest as long as they book there; your own list knows them as long as they return.

The team maintains, the system reminds. Reception and service take notes, and the system brings them up at the next visit.

The calculation.

Every guest who returns through your own list books without commission and without advertising costs. The return rate is therefore the cheapest revenue figure in the business, and without a list it stays invisible. The metric is the share of returning guests and the revenue from direct contact per month.

How it works.

Prototype, one to two weeks: review of all guest data sources, fields and consents, and one sample merged by hand. The outcome is the data model with the process.

Management, two weeks to six months: connect sources, clean the list, set up deletion, train the team. Specialist firms deliver, we manage them.

Handover: your team runs the list day to day.