Case Study: the resolution of long-term tech issues
Property
Location: CBD location
Type of Accommodation: Serviced Apartments
Number of Rooms: 150
Opportunity
RevenYou was contacted by a client experiencing ongoing issues with their distribution network. On any given day, the property could receive anywhere from one to 30 overbookings. Located in the heart of a bustling town known for its events, this created serious challenges - especially when the city was at full capacity and relocating guests became nearly impossible.
The property manager suspected the channel manager was the cause of the problem and had already spent countless hours on the phone with the provider, trying to resolve the situation. Despite their best efforts, the issue remained unresolved, and their patience was wearing thin.
It was clear that something needed to change. The manager urgently needed expert support - and that is where RevenYou stepped in.
Our Revenue & Distribution Specialist conducted a thorough audit of the PMS, Channel Manager and OTA partners to pinpoint the source of the issue. The investigation quickly revealed several critical areas contributing to the property's distribution challenges.
Actions
Inventory control re-established: the lead-in room type had been configured with an excessively high overbooking threshold, reaching up to -30, without any internal oversight. This lack of control contributed significantly to booking inconsistencies and operational disruptions. To address the issue, the team was retrained to actively monitor and manage inventory daily. Additionally, the overbooking limit was adjusted to a more sustainable level. These changes restored operational control and significantly reduced booking chaos.
System-wide inventory alignment: discrepancies between the PMS and OTA platforms were resolved. Outdated room types were removed, and current inventory was mapped to ensure only available rooms were bookable. This eliminated confusion and improved booking accuracy across all channels.
Rate plan optimisation: legacy rate plans were cleaned out and replaced with new, targeted plans designed to encourage a longer length of stay. This improved guest value, enhanced revenue efficiency and reduced operational costs.
Content and property listing consistency: photography, amenities, terms and conditions and facilities were updated across all distribution platforms. This ensured a consistent and accurate representation of the property, reducing guest queries and improving conversion rates.
Channel refinement for profitability: underperforming and problematic distribution partners were removed, resulting in reduced rate leakage, streamlined channel management and enhanced overall profitability. By focusing on high-performing platforms, the property was able to optimise its distribution strategy and drive more consistent, quality bookings.
Event management: a template was developed to track local events and monitor performance against competitors. This proactive approach enabled the team to closely manage overbooking levels, helping to prevent unnecessary book-outs and maintain guest satisfaction.
Outcomes
Overbooking issues resolved: the property now operates with a controlled and manageable overbooking level. By retraining staff and adjusting system settings, the team has regained full control over inventory allocation, significantly reducing booking conflicts and guest relocations.
Inventory and rate parity restored: discrepancies between the PMS, Channel Manager and OTA platforms were eliminated. Accurate room mapping and rate plan alignment have streamlined distribution, ensuring consistency across all booking channels.
System clean-up and optimisation: outdated room types and rate plans have been removed, with new, strategically designed rate plans implemented to encourage longer stays and improve profitability.
Improved content and presentation: updated photography, amenities and terms across all platforms have enhanced the property's online presence, leading to better guest expectations and fewer service-related queries.
Distribution network refined: the removal of underperforming and problematic channels has reduced rate leakage and improved overall revenue performance.
Next Steps:
RevenYou has successfully implemented a fully optimised and streamlined distribution system, tailored to meet the property's unique operational requirements. As a result, the manager and reception team are experiencing a significant reduction in stress, with fewer booking complications and a more user-friendly system to manage daily operations. The property is now confidently maintaining its preferred overbooking strategy, supported by the right tools and training to ensure continued success.
