Hotels & Resorts · 6 min
We audited 37 resorts — here are the 5 revenue leaks
Every property we looked at was losing money in the same five places. None of them were losing it on design.
Over four months we ran free diagnoses on 37 resorts and boutique hotels across several regions. We looked at one thing: what happens to an enquiry from the second it arrives. The findings were almost identical property to property.
- 01
Enquiries land in personal inboxes
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In 33 of 37 properties, the first touch went to a staff member's personal WhatsApp. When that person was off shift, the enquiry effectively did not exist.
- 02
The second follow-up never happens
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Most bookings we tracked closed on touch two or three. Only four properties had any structured follow-up at all.
- 03
OTA dependence is a tax, not a channel
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Average commission paid across the group, on bookings that started as direct enquiries.
- 04
Nobody owns the guest database
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Repeat guests are the cheapest revenue in hospitality. Only six properties could produce a list of past guests.
- 05
Owners see the month after it ends
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Median estimated monthly leak per property, once missed enquiries, lost follow-ups and commission were combined.
None of this is a design problem. It is a systems problem: one inbox, one owner per enquiry, an automated follow-up sequence, direct booking on your own domain, and a guest database that outlives your staff. That is the system we'd deploy.