Put your guest data to work
Your guests keep coming back, but not through direct bookings. A guest stays, leaves happy, and books through Booking again next summer — because you never got their real email. For direct bookers, that information already exists: email, stay dates, room preferences. Most properties collect it and never touch it again.
SOLERA captures verified guest details, keeps them clean and GDPR-compliant, and puts them to work automatically before arrival, during the stay, and after checkout.
Fewer commissions. More repeat bookings. A guest list that belongs to you.
- Cost to re-engage a past guest versus winning a new one through an OTA
- 1/10
- Top-line revenue lift from segmented email
- 10–15%
- Lift in average booking value from tailored upsell emails
- 8–12%
How SOLERA helps
The maturity ladder
Your property sits at one of five stages — and this has nothing to do with size. A 60-room hotel can sit anywhere on it.
01Fragmented
No CRM, or scattered guest data across multiple platforms.
02Capture-Ready
A CRM is in place and synced to your PMS, with a consent policy documented.
03Engaged
Data capture is active and data quality in the CRM is solid. You can add WhatsApp Business.
04Automated
Data is clean and syncing. Guest messages run on lifecycle automation.
05Predictive
Enough clean history has built up to add AI personalization on top.
How it works
- 01
Audit
We review your PMS, your current CRM if you have one, and your booking mix, and place you on the maturity ladder. You get a written report and no obligation to continue.
- 02
Build
We implement the processes and systems your stage is missing, in order — starting with compliant data capture and a clean guest CRM if you don't have one, then WhatsApp and lifecycle email and SMS.
- 03
Run
Ongoing management once the foundations are in place, covering campaign sends, segmentation, and the AI personalization layer once enough guest history has built up.
Not ready yet? Talk to the team — we’ll answer your questions first.
Frequently asked questions
What makes a CRM valuable is the ability to build guest profiles — the full spectrum of information that improves the current and next guest journey, reused in personalized campaigns after the stay to bring the guest back. An email address and phone number alone won't drive the same conversions over time as a high-quality guest profile. But if OTA dependency is the problem you're trying to solve, we can help you close that gap at two points you fully control: your guest Wi-Fi login and your pre-arrival verification step. Over time, that builds a marketable list independent of the platforms — the first thing you need to pull OTA dependence below the ~63% industry average.
It's a risk when it's done wrong — pre-ticked boxes, Wi-Fi that forces marketing consent, deletion requests that clear only one system. We build it right from day one: an unbundled opt-in, a clear “connect without opting in” path, timestamped consent, and a deletion workflow that clears a guest everywhere at once. Compliant and audit-ready.
You start by fixing the connection, not the data. Duplicate and stale records almost always mean your PMS and guest CRM aren't syncing both ways. We confirm that first, then deduplicate what's there. Only then do we recover missing guests and set up capture going forward. Clean the data before the sync is fixed, and it degrades again within weeks.
The fastest wins come from win-back and pre-arrival sequences, because the data is often already there — you're just not using it. Segmented email typically lifts top-line revenue 10–15%. AI personalization takes longer, since it needs several months of clean history first. We report on open, click, and booking rates, so you see what's working in real numbers.
No — and starting there would be a mistake. AI personalization is the last step on the ladder. Most of the return comes from the earlier steps: compliant capture, WhatsApp, and lifecycle automation. We'll tell you honestly where you sit today, and we won't sell you a tool that just automates problems faster.
Yes. For restaurants, the focus shifts to the diner searching nearby — your reservation flow, your presence on Reserve with Google and Maps, your review profile, and your communication channels before and after the visit. Same principle: find where the margin is leaking, and tell you in what order to recover it.
Free audit
Let’s start using your CRM for more direct bookings
We’ll name your stage on the ladder and the exact next step — starting with the fix that pays back fastest.