Research, guides and case studies from 20,000+ guest conversations.
When guests reply, what they say yes to, and why they are travelling in the first place. Written for hoteliers, from the work we run every day.
Drawn from 20,043 guest conversations across four and five star independent hotels: city boutiques, country houses, spa resorts and coastal properties. When to send, what to offer and in what order, and what separates a property replying at 33% from one replying at 79%.
A 218-bedroom hotel in a city full of restaurants, and one question asked before guests arrive.
Pre-arrival · F&B ResultRoom upgrades and extras, offered on the day before arrival.
Room upgrades ResultFront desk time given back to the guests standing in front of it.
Front deskHow guests behave on WhatsApp, what hotels use it for, templates that perform, and the metrics worth tracking.
Biteluxe Guide · 6 minutesTreating guest messages as a concierge inbox: service requests, intent signals and the moments to suggest something.
BiteluxeHaving the channel is the easy part. Tone, timing and the shape of the conversation decide what happens next.
Prem Jethwa · 7 December 2025 Article · 7 minutesThe psychology behind the result: friction, timing, revealed preference and pre-commitment.
Prem Jethwa · 19 November 2025 Article · 5 minutesMessaging for discovery, the web for the transaction, email for the record, each channel doing the job it is best at.
Kostas Voudouris · 27 October 2025Bring us the action, the brand, the awkward systems and the operational reality. We will shape the message for each channel and build the easiest route through them.
Show us where guests get stuck. Nothing to prepare. Sometimes the honest answer is that you do not need us.
