Before They Arrive

Everything that happens before a guest sets foot on the property. The enquiry that goes unanswered until Tuesday. The confirmation that arrives without the one detail the guest asked about. The silence in between.

It is the part of the visit nobody in the building ever sees, and the part that decides what a guest expects when they walk in. It is also the only one of the five that never requires anybody to travel, which makes it the least expensive way to be assessed and the usual place to begin.

• Establishments whose reputation is strong but whose enquiries convert less often than they should.
• Anyone who has recently changed how bookings are taken, and has not been a guest of the new arrangement.
• Properties in a location a visit cannot easily reach yet, who want to be assessed on something real in the meantime.

• A written account of the enquiry, the booking and the confirmation, exactly as they arrived.
• You learn what a guest was promised, and what they would reasonably have understood by it.
• You learn how long each part of it took, and what that wait was like on the receiving end of it.
• A conversation with our team to take you through it.