Project Case
A focused project built around practical decisions and constraints.
The property team at Soma Bay needed a booking process that could handle the sharp seasonal swings between summer dive weeks and quieter winter months. The old system relied on manual calendar checks and email chains, which caused double bookings during peak periods and left holiday homeowners without clear confirmation timelines.
We mapped the full booking journey from inquiry to key handover, then identified where the process broke down. The core decision was to keep the workflow simple rather than over-automated: a shared availability calendar synced across properties, a standard confirmation template with clear response times, and a manual review step for high-season requests that needed coordination with the marina and dive center.
The workflow was built around three practical layers. First, a property-level calendar that marks each residence as available, on hold, or confirmed. Second, a booking intake form that captures stay dates, guest count, and preferred property type, so the consultant can match requests against real availability. Third, a simple handoff checklist for the on-site team covering cleaning, key collection, and welcome materials.
The main tradeoff was speed versus control. We chose a 24-hour confirmation window for standard requests and a 48-hour window for peak-season bookings that required cross-checking with external services. This gave the team enough time to verify details without making guests wait too long.
The new workflow reduced double bookings to zero during the first summer season and cut the average confirmation time from three days to under one. The manual review step proved valuable: it caught several overlapping requests for the same villa during the October half-term week, allowing the team to offer alternative residences before guests made other plans.
Standardized fields for stay dates, guest count, and property preferences.
Monthly view showing hold and confirmed status across the portfolio.
Cleaning, key collection, and welcome pack preparation steps for the on-site team.