Costaverde Resort PMS and Direct-Booking Engine
A 64-key Palawan resort replaced two off-the-shelf PMS tools with one platform that owns its customer data.
Impact
What changed.
Channel mix
Direct-booking share rose from 29% to 58% within twelve months. Commission cost as a percentage of room revenue fell by 47%.
Conversion lift
The new booking engine converts at 4.7% — more than double the prior 2.1% baseline — driven by mobile-first checkout and flexible-dates view.
Repeat guest economy
Repeat-guest stays climbed 38% as marketing automation could finally reach the right people with the right offer at the right cadence.
The challenge
Before
Costaverde is an independent 64-key boutique resort on Palawan with a strong direct-booking brand and high repeat-guest loyalty — but it was paying significant commission on roughly 71% of stays because the off-the-shelf PMS and booking engine they were using did not talk to each other cleanly, so the team defaulted to OTA traffic. Guest data lived in three places and was effectively unusable for marketing because email addresses and stay history could not be joined reliably.
- Off-the-shelf PMS and booking engine from different vendors with brittle sync
- 71% of stays coming through OTA channels with commission of 15-22%
- Guest data fragmented across three systems with mismatched email addresses
- Direct-booking conversion below 2% on the existing website
- Loyalty program tracked on paper at the front desk
- Channel manager updates often producing overbooking incidents twice a quarter
- F&B and activities billing not linked to room folio — manual reconciliation
- No guest profile pulled into housekeeping for room preference setup
The solution
What we built
We built a unified PMS, direct-booking engine, and guest CRM tailored to a single-property independent operator. The booking engine is conversion-optimized for the brand — rich imagery, mobile-first checkout, transparent pricing, and a flexible-dates view that lets guests find shoulder-rate availability. The PMS handles reservations, room assignments, housekeeping, F&B, activities, and folio billing in one platform. Guests are deduplicated automatically on email and phone, and a guest profile carries preferences, allergies, past stays, and lifetime value across every system. The channel manager integration was rebuilt to push availability and rates in near real time, eliminating overbookings. Marketing automation runs from the unified guest CRM — pre-stay upsell, in-stay engagement, post-stay review request, and re-booking campaigns are all sent against actual stay data. The resort kept the OTA channel open but reweighted its marketing spend toward direct.
Core workflow connections
How the system flows.
- Availability SearchRate Plan SelectionGuest Profile MatchPayment
- ReservationRoom AssignmentHousekeeping PrepCheck-in
- F&B OrderFolio PostingRoom ChargeCheckout Total
- Activity BookingCapacity CheckFolio PostingReminder
- Check-outFolio SettlementLoyalty PointsPost-stay Email
- Channel Manager SyncAvailability PushRate Parity Check
- Guest Profile DedupPreferences AggregatedMarketing Eligible
- Pre-stay UpsellIn-stay EngagementReview RequestRe-book Campaign
- Housekeeping Mobile App with room preference and guest notes
- Loyalty program tracked digitally with tier benefits applied at booking
Process
How we built it.
Availability Search → Rate Plan Selection → Guest Profile Match → Payment
Reservation → Room Assignment → Housekeeping Prep → Check-in
F&B Order → Folio Posting → Room Charge → Checkout Total
Activity Booking → Capacity Check → Folio Posting → Reminder
Check-out → Folio Settlement → Loyalty Points → Post-stay Email
Channel Manager Sync → Availability Push → Rate Parity Check
Guest Profile Dedup → Preferences Aggregated → Marketing Eligible
Pre-stay Upsell → In-stay Engagement → Review Request → Re-book Campaign
Housekeeping Mobile App with room preference and guest notes
Loyalty program tracked digitally with tier benefits applied at booking
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Paying OTAs to talk to your own guests?
We build PMS and direct-booking platforms that put your guest data back in your hands — and the conversion to make direct compete with OTA.
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