Overview

Luxury hospitality depends on relationships, but fragmented systems made them hard to maintain. Guest enquiries, owner updates, and property details were scattered across multiple platforms, making it impossible to track engagement or personalise communication.
Each interaction lived in isolation, and the brand’s premium experience was being held back by operational friction.

The transformation unified guest and owner data into one HubSpot ecosystem, connecting sales, marketing, and service in real time. Every enquiry, booking, and conversation now flows through a single source of truth. Guests receive personalised communication; owners see consistent management updates; and leadership gains visibility into the full commercial picture, all without additional admin.

With HubSpot as the operational backbone, the business replaced reactive communication with proactive hospitality, turning insight into experience and data into loyalty.

Problem Statement

Disjointed tools and manual processes meant guest and owner relationships were managed through separate systems with limited insight.
The business lacked clear reporting on conversion, retention, or rebooking performance, leaving opportunity and loyalty on the table.

What We Implemented

We built a connected CRM that aligns every part of the hospitality journey:

• Unified Pipelines: Enquiries, owner leads, and property management flows all structured within HubSpot.

• Marketing Automation: Re-engagement and lapsed guest nurture workflows to increase repeat stays.

• Owner Relationship Management: Dedicated workflows and tasks for property owners, integrating feedback, renewals, and communications.

• Reporting & Dashboards: Real-time insight into conversion rates, property performance, and customer lifetime value.

The Approach

1. Discovery: Mapped the full guest and owner lifecycle, identifying key data gaps between systems.

2. Architecture Design: Created a single schema connecting enquiries, owners, and bookings while keeping records distinct and measurable.

3. Automation & Enablement: Built lifecycle automation to replace manual handovers and trained teams on adoption through Supered.

4. Data Visibility: Established dashboards and saved views that surface what matters most, revenue, retention, and engagement trends.

Use Cases

• Guest Retention: Automated follow-ups and loyalty campaigns that re-engage past guests with curated offers.

• Owner Transparency: Dashboards showing property performance, occupancy, and communications.

• Marketing ROI: Tracking every booking back to its campaign source.

• Service Quality: Response tracking ensures high-touch service without manual oversight.

What We Solved For

• Fragmented communication between teams and systems

• Lack of real-time visibility into guest and owner activity

• Manual follow-ups that limited scalability

• Inconsistent guest experience and retention measurement

Business Impact

The connected HubSpot ecosystem reshaped how the organisation operates day-to-day. Teams now work from one view, marketing re-engages high-value guests automatically, and managers can monitor every owner relationship at a glance.
Customer satisfaction improved through faster response and personalisation, while leadership can see exactly how marketing efforts translate into bookings and revenue.

The business now functions as one, seamless, proactive, and ready to scale.

Future State

With automation and clean data established, the foundation is set for predictive rebooking models, advanced guest segmentation, and dynamic marketing personalisation.
The system is designed to grow smarter with every interaction, using data to refine experience, not complicate it.

Conclusion

By connecting every journey, guest, owner, and operational, this project turned hospitality from intuition into intelligence. The brand now delivers experiences powered by insight, creating loyalty that feels effortless and growth that feels natural.