Costaverde Resort PMS and Direct-Booking Engine

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.

How the system flows

1. Availability Search→Rate Plan Selection→Guest Profile Match→Payment
2. Reservation→Room Assignment→Housekeeping Prep→Check-in
3. F&B Order→Folio Posting→Room Charge→Checkout Total
4. Activity Booking→Capacity Check→Folio Posting→Reminder
5. Check-out→Folio Settlement→Loyalty Points→Post-stay Email
6. Channel Manager Sync→Availability Push→Rate Parity Check
7. Guest Profile Dedup→Preferences Aggregated→Marketing Eligible
8. 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