Dear Partners,
We would like to share an important change in our approach to working with you.
From now on, we are no longer the Client Support Team — we are the Customer Success Team.
This is not just a new name. It is a shift in the philosophy of how we work with hotels.
What’s the difference?
Client Support is a reactive model:
– responding to requests
– resolving technical issues
– helping when “something isn’t working”
Customer Success is about results:
– we work not only with tools, but with your revenue
– we analyze sales channels, pricing, and visibility
– we help you earn more, not just use a booking system
What does this mean for you in practice?
As a Customer Success team, we:
– proactively analyze the performance of your sales channels (OTA, Google, direct)
– pay attention to price parity and opportunities to grow direct bookings
– point out where the hotel is losing revenue and how to fix it
– focus on long-term results, not just quick task resolution
Our goal is simple:
Your hotel’s success = our success.
Why are we doing this?
The market is changing.
Guests book differently.
Google, OTAs, and direct channels have become parts of a single sales funnel.
We see that hotels we work with as Customer Success partners, not just support clients,
– have more control over bookings
– rely less on OTAs
– and, as a result, achieve higher net revenue
That’s why we’re taking this step.
If you have any questions or would like to discuss opportunities for your hotel, we’re always here.
Kind regards,
Customer Success Team
