The travel and hospitality playbook. Built in the builder, answered by your booking and loyalty systems.
Ten journeys, each drawn below as it runs. The decision comes from your reservation, property and loyalty systems or criteria you set; the journey carries it. Aims are targets to agree in the pilot, not results.
Offer the upgrade the night it is free.
A confirmed booking with arrival tomorrow asks your property system whether a better room is free and the guest is not already upgraded, then sends one WhatsApp with Upgrade or Keep my room; a tap books it in your system.
- Decides
- your property system and the rate you set.
- Aim
- empty rooms sold without a call from the desk.
Turn three searches into one booking.
A session with the same route searched three times and no booking checks consent, asks your system for the fare now, and sends one WhatsApp with a tap to book; one reminder if the fare is about to change, and silence otherwise.
- Decides
- your fare rules.
- Aim
- searches that end in a booking with you, not elsewhere.
Sell the bag on the booking, not the calendar.
A long-haul booking with no bag added asks your system whether bag space is free, then sends one WhatsApp with Add a bag or No thanks; a tap adds it to the booking and confirms.
- Decides
- your system and the ancillary price you set.
- Aim
- ancillaries sold before the airport, not at the desk.
Get the guest checked in before they reach the airport.
Check-in opening sends a push and Inbox message, waits six hours, asks your system whether the guest has checked in, and sends the link by WhatsApp if not, with SMS for the unread.
- Decides
- your system's check-in status.
- Aim
- shorter queues at the desk, fewer missed flights.
Give a disrupted guest the options, not a queue.
A delay past your threshold sends the options as buttons; the guest's choice goes to your system to rebook or refund and the confirmation follows on the same thread. No reply, and the journey calls.
- Decides
- your system; the guest.
- Aim
- fewer calls in a disruption, every guest answered within the hour.
Keep the tier before it lapses.
A tier that ends in thirty days asks your loyalty system how far short the guest is, sends one message that says what keeps the status, waits, checks for the booking, and reminds once with ten days left.
- Decides
- your loyalty rules and the tier date your system holds.
- Aim
- tiers renewed by a stay, not by a soft landing.
Catch the guest whose stays are getting further apart.
A guest entering At Risk on your stay windows gets one message from the brand, not an offer; a reply becomes a task for guest relations, and silence waits sixty days before Lost.
- Decides
- your RFM windows.
- Aim
- the drifting guest heard from before the next trip is booked elsewhere.
Bring back the guest with no stay in a year.
A guest entering Lost has their last stay and property looked up in your system, then gets one Story on what has changed there, and an offer on their channel only if they read it.
- Decides
- your RFM definitions and your offer rules.
- Aim
- a return stay, asked for once.
Hear about a bad stay before the review site does.
Checkout asks for a rating with buttons; a low score becomes a task for the property in your system and an apology on the same thread, a high one gets a thank-you and a link.
- Decides
- the reply; your service rules.
- Aim
- the complaint heard by you first.
Say the gate or the room is ready, privately.
A ready event goes by push and Inbox to app users over our own network, with SMS for anyone who has not read it; guests without the app get the SMS straight away.
- Decides
- your channel order, per message type.
- Aim
- fewer desk queues, and the notice read where it was sent.
Where a step says your system decides, the journey calls your system and branches on its answer. xNotify carries the journey; it does not become the model.